Problems Happen - It's how we deal with them that matters
Look no one is perfect and anyone who claims they are or have a perfect solution is either stupid or delusional. We all make mistakes and things go wrong, it’s just the reality of life.
About 1% of our orders are returned. Over 90% of our orders are delivered same day or next business day, brilliant. Over 98% of orders are picked, packed and shipped within 24 hours of ordering. Our Pricing Guarantee has only been triggered 6 times in the last 10 years. We do so much really well but of course hidden in all those statistics are those rare cases when something goes tits up.
So let us go through some common problems that occur and what to do.
Order is Lost / Damaged by the courier - It happens. If the order is lost we’ll chase the courier and get them to confirm it is lost. Once this happens we will just ship the order again and communicate with you as honestly and transparently as we can.
If you receive it and it is damaged either jumped on or a bottle has burst. Contact us. We will probably ask for a few photos to show the courier and we will apologise. Then either ship the order again or give you a gift card to reorder the same or a different product.
Your new Sex Toy dies after two plays - It was faulty plain and simple, sorry about that but we can sort it out. Just go to our returns fill in the returns form and we’ll sort it out ASAP. Honestly this is about 1% of products. We track return rates on sex toys and if they get too high we pull them from the store.
Here’s the transparency bit again, we also track serial returners and if a customer returns multiple times we will seek more proof of damage or to closely examine the sex toy.
Next Day Delivery - It’s been 2 Days????? - Again especially around Christmas it happens. An Post offer us a 80% next day target but honest most of the time it’s much higher, but around Christmas it is lower.
In Dublin Pickup is around 1pm and delivery is 7 days a week. For the rest of the country pickup is around 4pm so if you order at 6pm it will not get picked up until the next business day and delivery is the next business day after that. So order at 6pm Saturday going to Carlow you shouldn’t expect it until Tuesday.
Please be aware or how our shipping works prior to contacting us.
If it has been too long we are probably chasing them ourselves and please contact us for updates.
Wrong Product Delivered - To be honest this is super rare maybe 2-3 times a year. We will of course apologise and send you the correct product just please make sure to let us know with a couple of pictures including the PlayBlue label on the product. Simple fix but really annoying I know. Be assured we have multiple systems in place to mitigate this happening but as I said no solution is perfect.
Ordered the Wrong Product - Honestly not much we could have done here to prevent this but assuming it is not lingerie or liquids and has not been opened we are happy to accommodate an exchange no problem. Just checkout the returns and fill in the form.
Big No Nos for PlayBlue
All I can say is we will honestly try to resolve every problem fairly but we will also need to be fair to ourselves too. We will not accept verbal or physical abuse of our staff. We will not accept problems for products we don’t sell (it happens) and we will not do anything to harm our integrity or reputation.
We will also always blacklist any customer who issues a chargeback on an order. We would NEVER fraudulently take money off anyone. We will always be fair and honest in all dealings and sometimes this means customers are not 100% happy. But if a customer issues a chargeback with the payment company we will always fight it and blacklist the customer no matter the outcome. Blacklisted customers who place an online order are cancelled and refunded.