Customer Services FAQ
Our PlayerLayer Customer Services team is available Monday to Friday 0900-1730. A quick way of contacting us is via our Customer Services web form where you can email across your query and we will respond as quickly as possible. Remember to include your order reference if you have one so we can retrieve your details easily from our systems. To access our Customer Services form, click here.
In order to assist you, some of our most Frequently Asked Questions are below.
How do I find my team, university or school?
Use the Search box to type your team, university or school account name which will then appear in the drop-down list. Select and click on the relevant one to order from your account page.
How do I set up a customer account online when placing an order?
Can I personalise my garment?
Certain teamwear items and bags can be personalised with a name, initial or numbers depending what has been agreed with your account for a fee. If available, this option is displayed on the product page. Unfortunately items cannot be personalised after an order is placed. Please note personalised items cannot be refunded unless faulty.
Please note that if you are a university student and you are on the web page for your club, the club name will be printed on the sleeve on certain items. This is illustrated on the product images with the words “Club Name”. You do not need to add this as personalisation as it is done automatically for you.
What payment methods can I use?
You can pay using the following credit and debit cards when you place your order online. Payment will be taken at the time you place the order. Please note that your bank may require you to authenticate your payment either through a banking app or text service.
Unfortunately we are unable to take payments by American Express.
What is the standard delivery charge?
There is a standard UK delivery charge of £5.99. Delivery charges for countries outside the UK vary by region
£25 / €28 / $30 - Europe
£80 / €89 / $96 - Rest of World
You may be required to pay import taxes or duties depending on the destinations. Returns from the UK are free of charge, however you may be required to pay postage if you are returning from a country outside the UK. For full details, please refer to our Returns policy.
How do I use a discount code?
Add your garments to your basket, proceed to check-out then enter any discount/promotional codes at the payment and your order will automatically be adjusted.
Can I cancel or amend my order?
In most circumstances, it is not possible to amend or cancel your order once confirmed and payment taken. However, if you do spot a problem with the order please contact Customer Services for advice as soon as possible and they will try to assist. If your order had already been despatched, you will need to follow our Returns Policy which is included with your order.
The item I need is out of stock
You will not be able to place an order for out of stock items, however, you can click on the product you want to purchase and register your interest via email through the Notify Me feature. You will then be emailed when that product, in the size you require, becomes available again.
Why haven’t I received an Order Confirmation via email?
Firstly, check your Junk folder and if your Order Confirmation is not there please contact
Customer Services to check your email address spelling or to re-send a copy of your order details.
How do I know what size garment to purchase and what the garment is like?
We have a detailed Size Guide for all our garment types which you can see here.
How long will my order take to arrive?
Orders made via our web site are delivered within 10 working days however for some orders there may be a pre-sell future delivery date depending on the account and garment. Delivery time frames are highlighted at the time of ordering and printed on the Order Confirmation. Please note that during peak periods due to increased volumes lead times may be extended beyond 10 working days. This will be reflected on your order confirmation.
Please note that we do not offer a next day order service. All orders are subject to the delivery time frames stated above.
Can I track my order once dispatched?
You will receive an email once your order has been dispatched which should contain a link to courier tracking. For UK deliveries, the courier service is next working day Monday to Friday from point of despatch. A signature may be required for your delivery.
If you have not received your despatch confirmation email after 10 working day please check your junk mail folder as they can sometimes end up in there. If there is no email in your junk mail please contact our customer services team and they will be able to assist you with any order or tracking information you might need.
When will I get my refund?
We aim to refund any returned non-personalised or faulty garments (whether personalised or non-personalised) within 10 working days from receipt of the returned garment. We will contact you via e-mail to confirm that the refund has been processed. If you require a replacement item, please order direct from our website.
I've received the wrong items or have an item missing, what do I do?
If you have received any incorrect item(s) or have an item missing from your order, please contact Customer Services who will check and re-order a replacement on your behalf. Please return the incorrect garment by following the Returns Policy included with your delivery or just click here for full details.
If you have ordered several items, occasionally these may be sent separately and we will send you an email for each despatch. If your order has been partially despatched rest assured the rest of your order is being managed to make sure your remaining items are with you as soon as possible.
What is you Returns policy ?
For our Returns policy click here to access full details. A Returns Form is supplied with your delivery however if you do require an additional form please click here.Please note that we are unable to process exchanges. If you require an alternative item please return the unwanted item for a refund and place an order on the website for a new item.
My university item has the name of my club printed on the sleeve. Does this mean it is personalised and I can’t return it?
University club names on the sleeve do not count as personalisation. Therefore you are welcome to return the item subject to the conditions of our returns policy. If you would like to read our Returns Policy please click here for full details.