Support
Frequently asked questions
Below are a list of FAQ’s that may answer a question you have. If the answer you seek cannot be found below, please head to our connect page and reach out for our team to assist in getting you the information you’re after.
Returns
Head to our returns policy on the left menu of this page for details but for all returns queries it’s best to contact us on [email protected] as soon as you realise you may need to return something and we will work with you to resolve from there.
We don’t offer refunds for change of mind, but we may be able to faciliate an exchange depending on the timeframe and the condition of the item. See our return policy for more details on this.
shopping
If you create an account on our site using the little human icon in the top right of the menu bar, you can start to build a wishlist using the heart icon on each product. If you want to send this to someone (maybe they are asking what to get your child for their birthday) you can use the wishlist heart icon in the top menu to take you to the wishlist, and then the options for sending it to someone should appear at the bottom of your list.
Sometimes we do run out of stock on items. If we’re in the process of restocking something, you can use the waitlist option to be notified when it’s back in stock, or if you need to know a timeframe you can contact us and we will do our best to get you the information you need to decide if you can wait, or not.
The play way app
Yes! We’re very excited to be developing this App for you. We have a lot of really great videos and resources for parents and kids, that we’ve been creating over the last couple of years and we are going to pull all of it into the one place so that you can simply access it and utilise it with your family. If you want to be kept in the loop on this make sure you pop your details in on the homepage to receive launch information as we get closer to it being ready to go out in the world.
We’re hoping to launch the App in 2024. We’re not sure when yet, but if you want to be kept in the loop, pop your email in the form on the homepage and we will send out updates to people that way.
Gift cards
You can redeem your The Play Way Gift Card online at theplayway.com.
You cannot exchange your Gift Card for a different denomination or type of Gift Card or another tender, cash or discount.
Gift Cards cannot be exchanged for another denomination of Gift Card or cash. Gift Cards cannot be refunded or returned unless required by law.
A Gift Card ordered online can be loaded with any value. Gift Cards cannot be reloaded or recharged with additional value.
No, once a Gift Card has been purchased, its value cannot be increased.
You can use your Gift Card one or more times until the balance reaches zero.
A Digital Gift Card is a digital Card that is delivered via email. It works in the same way as a physical Gift Card. You choose the amount and message. The recipient will receive your personalised email once payment has been approved.
Yes, there are several Gift Card designs available that you may choose from during the ordering process.
Yes, you can create a custom message. The message you create will appear on all Gift Cards in an order.
Digital Gift Cards are sent directly to the email address nominated by you. Digital Gift Cards can be printed, and scanned from a mobile device or voucher number entered at checkout.
Yes, you can select any date in the future for your card to be sent, or you can leave it at today’s date (now) and it will be sent once payment has been made and approved/processed.
Yes, you can order your Gift Cards and have the order delivered via email to any person nominated as the delivery recipient.
You can check your Gift Card balance and expiry date by visiting https://theplayway.com/CheckBalance. You will be required to enter the Gift Card Code on your Gift Card before getting access to the Gift Card information.
All Play Way Gift Cards purchased will expire three years from the issue date.