All our parcels come in discreet recycled packaging which has the words #feelplayful in script. See our discreet packaging

here.

Our friendly customer service team would love to hear from you, so please do get in touch by completing our customer service contact form

For Wholesale Enquiries please email us on info@playfulpromises.com and we will get back to you within 3 working days.

For Press Enquires please contact us on rebecca@plaufulpromises.com

For anyone looking to work with Playful Promises as an influencer, affiliate or ambassador, please complete our contact form

Once your order has shipped, orders usually take 2-6 working days to arrive, with NZ delivery taking 3-5 working days. We use Australia Post to ship our parcels to you. You will receive tracking once your order has been dispatched - if there's no movement after 15 working days, please get in touch.

Our warehouse aims to send out orders same day if placed before 1pm. Should you need an order to arrive by a certain date, please let us know as soon as you can. During the sale our dispatch time can go up to 3-4 working days, regardless of whether you purchased a sale item or not.

We only ship to Australia and New Zealand, however our UK and US sites ship worldwide.

Playful Promises wants you to buy with confidence and wear with even more! We hope you are delighted with everything you buy from us. However, if you are not completely satisfied with your purchase we will exchange or refund your purchase subject to our terms and conditions.

If you wish to return or exchange the item(s) for any reason, the following terms and conditions apply: Fill in the form provided on your dispatch note, or download a form here and include in your return. Using the return address label (shipping is not included) provided on your dispatch note, return your items within 28 days of delivery. All goods must be returned in their original condition and in their original packaging. Hosiery cannot be returned if the packaging has been opened. For faulty or incorrect items, please email customer services before returning. Be sure to try on briefs over your own lingerie as we will not accept any returns that are worn or soiled. When purchasing products in our bra and free brief promotions. Should you wish to return the bra, the brief must be included to obtain your full refund. We recommend that you send your items back using a tracked postage option, as we cannot accept responsibility for goods lost in transit. We are unable to cover the return postage costs unless the item is faulty. Refunds and exchanges are processed on the following Monday after receiving the goods, please allow approximately one week for the items to be checked.

As our orders begin being processed within 15 minutes of being placed (in order to make sure orders are sent out asap) it’s sometimes difficult for us to pull an order from the system. Make sure you tell us as soon as you can if you’d like to cancel an order, and we’ll do our best to pull it from the warehouse system.

Please return or exchange your items within 28 days of delivery.

We’re really sorry if you’ve received a faulty item. Please let us know by contacting us via our customer service contact form

Signing up to Playful Perks is super simple, all you need to do is make an account with us, which will instantly earn you 200 points! Sign up here.

You can earn points in a variety of ways, including making an account, signing up to our newsletter, following us on social media and for making a purchase. Every £1 spent on full price products earns you 5 points, discounted products do not earn points.

Head to our Playful Perks page and redeem the voucher of your choice. Vouchers should be activated when you earn enough points.

When you make a purchase, the points will take 28 days to show up on your account, this allows for time to return the order.

Your points last for 12 months so you have plenty of time to redeem them, and you should receive a reminder when your points are due to expire so you don't miss out!

So, 100 points equate to £1/$1, if you earn 500 points you can cash them in for a £5 voucher! The more you spend the more points you accumulate.

No, you can only use one voucher per order, so please make sure you choose the highest voucher you can redeem.

The voucher code can simply be used at the checkout, just add it into the discount code box when you checkout to use your points!

So we have three tiers, everyone starts as a Lingerie Lover, but once you spend over £250 in a year you become a Lingerie Devotee and can earn a free gift. Spend over £800 in a year and you become a Lingerie Aficionado, earning 2 free gifts!

Head to our Playful Perks page while signed in and you should see the gift option in the “Rewards” section of the page. Click view product and add it to your basket.

Normally we prefer to bring fresh styles every few months, which also helps with stock flow. Stock takes at least 3-4 months to be manufactured, and we need to order a certain amount of each item (see above!), so we cannot just easily whip up a size that is out of stock. If you see something you like, it’s best to grab it in your size while you can!

Unfortunately we don’t at the moment, we are just online. We do have stockists all over the world, though, which you can find on the stockist page. Want to see Playful Promises in your local boutique? Tell them about us!

As a small brand, each new bra is a significant investment, even if it’s a size we already stock. The ethical manufacturing, fitting process and photographing of an item is heavy with up-front costs, even more so for a new size, which requires a whole new set of patterns and components. We also need to create a certain amount of each size, to keep the costs affordable and make enough of a profit to allow cashflow for the next round of stock. Once the item arrives with us, we also have to consider the costs of warehousing and shipping the stock. If we aren’t certain that a bra size will sell, we could be stuck with lots of bras that aren’t selling and are actively costing us money to house! However we are one of the only, if not the only, small UK brand that has expanded our size range 5 times in the past few years – a huge amount of new sizes and stock for a small company. We take these risks because we listen to our customers and (hopefully) future customers, and the support that we are given from you allows us to create more!

Please visit our sizing help page to find your perfect fit!