Shipping & Delivery

We manufacture, prepare and dispatch Playmats products from our production facility in Bydgoszcz, Poland. We deliver orders throughout Europe and to selected destinations worldwide.
The total time required to receive an order consists of two separate stages: order processing or production time, followed by delivery time after the parcel has been handed over to the carrier.

Order processing

Standard products

Standard products from our regular range are usually prepared within up to 10 business days after the order has been placed and paid. If the expected processing time is longer, we will contact you by email.

Personalised products in standard sizes

Personalised products made with your own artwork in one of our standard sizes are usually manufactured within up to 14 business days.

Production begins after the order has been paid, all required files have been submitted and the artwork is suitable for production. If the files require corrections or additional approval, the production time begins after the final production-ready file has been accepted.

Non-standard custom products

The production time for non-standard dimensions, unusual shapes, special finishes or other individually specified products is determined separately. We will confirm the estimated production time after reviewing the order requirements and artwork.

Business days

Business days are Monday to Friday, excluding public holidays in Poland. Orders placed during weekends or public holidays begin processing on the next business day.

Processing time and delivery time

Processing or production time is separate from the carrier’s delivery time. For example, a product requiring 10 business days of production and 3 business days of courier transport may take approximately 13 business days in total.

Delivery methods

The delivery methods available for an order depend on the destination, parcel dimensions, parcel weight and products in the basket. All methods currently available for your address are displayed during checkout.

Parcel post

Parcel post is available only for deliveries within Europe. It may be suitable for smaller parcels, but delivery normally takes longer than courier transport.

Courier delivery

Courier delivery is available within Europe and to selected international destinations. Large-format products, wholesale orders and oversized parcels may require a separately arranged delivery method.

Delivery costs

The exact delivery cost is calculated during checkout after the delivery address has been entered. The price can depend on the destination, parcel weight, parcel dimensions and selected transport method.

Free shipping

Free shipping from 200 EUR within the EU and from 400 USD outside the EU. Any exclusions or special conditions for oversized or individually quoted shipments are shown during checkout or confirmed before production.

Estimated delivery times

Delivery times are counted from the moment the parcel is handed over to the carrier and do not include production or processing time.

• Courier delivery within Europe: usually 3–5 business days.

• Postal delivery within the European Union: may take up to approximately two weeks.

• Postal delivery outside the European Union: may take more than one month depending on the destination and customs procedures.

All delivery times are estimates. Delays caused by carriers, customs clearance, severe weather, strikes, public holidays, transport restrictions or incorrect address details are outside our direct control.

Order tracking

After dispatch, we send a shipping confirmation email. When tracking is available, the message contains the carrier’s tracking link. Tracking information can take several hours to become active. Orders shipped in more than one parcel may have several tracking numbers.

International orders, customs duties and taxes

Orders delivered outside the European Union may be subject to import VAT, customs duties, brokerage charges, handling fees or other local costs. These charges are determined by the destination country and carrier and are not included in the product or delivery price unless checkout clearly states otherwise.

The recipient is responsible for paying applicable import charges. Customs procedures can also extend the estimated delivery time.

Incorrect or incomplete delivery address

Please verify the recipient’s name, street, building number, apartment or unit number, postal code, city, country and telephone number before completing the order.

Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after production has started or after the parcel has been dispatched. Additional carrier costs caused by an incorrect or incomplete address may be charged to the customer.

Damaged parcel

Inspect the parcel immediately after delivery. If the outer packaging is crushed, torn, wet, opened or otherwise visibly damaged, document its condition before discarding or fully unpacking it.

1. Photograph the parcel from several sides.

2. Photograph the shipping label.

3. Photograph all visible damage to the outer packaging.

4. Photograph the product and internal protective packaging.

5. Keep the original parcel, packaging and shipping label until the case has been resolved.

6. Contact contact@playmats.eu as soon as possible and include the order number, a description of the problem and all photographs.

Prompt reporting helps us investigate the shipment with the carrier. It does not limit any statutory consumer rights.

Missing or incorrect products

If an item is missing or you receive an incorrect product, email contact@playmats.eu with the order number, a list of the missing or incorrect items, photographs of everything received and a photograph of the shipping label.

Uncollected and returned parcels

If a parcel is returned because it was not collected, the address was incorrect, delivery was refused or required import charges were not paid, we will contact you after the parcel returns to us. A second delivery may require payment of additional shipping charges.

Wholesale and large-volume orders

Large B2B, distributor and production orders may be delivered in multiple courier parcels, on pallets, by freight transport or through collection arranged by the customer. The transport method, cost and estimated dispatch date are confirmed in the quotation or order confirmation.

Contact

Email: contact@playmats.eu
Phone: +48 536 222 733
Customer service hours: Monday–Friday, 8:00–16:00 CET
Netfire Group sp. z o.o., Kościuszki 27C, 85-079 Bydgoszcz, Poland