Refund policy

Returns & Refunds Policy

At DOCK & PLAY, we are committed to providing you with the best possible shopping experience. That’s why we offer simple, transparent, and customer-friendly return and refund conditions.

Order Processing & Delivery

Once your order is placed, it is processed within 24 hours on weekdays (24–48 hours on weekends), and you will receive an order confirmation email.
You will then receive a shipping confirmation email containing a tracking number.

As soon as tracking is activated, you can follow your shipment:

via the tracking page linked in your email, or
directly on our tracking page:
https://www.dockandplay.com/pages/tracking

The estimated delivery time is displayed on each product page and is also shown during checkout, before payment.

Depending on the type of product, delivery times are as follows:

3–5 business days (excluding Sundays and public holidays) to mainland France and Belgium, and up to 7 business days for Switzerland, Monaco, and EU countries for items shipped from France.
7–15 business days to mainland France and Belgium, and 10–20 business days for Switzerland, Monaco, and EU countries for items shipped from Asia.

For deliveries outside the EU, specific delivery times and shipping fees are displayed during checkout, before payment.

We work with reliable carriers; however, unforeseen circumstances such as strikes, pandemics, conflicts, natural disasters, border closures, public holidays, or temporary stock shortages may delay delivery.

If your item is delivered after the delivery windows stated above, we will offer you financial compensation equivalent to the shipping cost, even if shipping was free (shipping is free for mainland France on orders over €49).

If you have not received your item 30 days after order confirmation, please contact us at contact@dockandplay.com, and we will provide a solution adapted to your situation (commercial gesture or refund).

Returns & Refunds

If you are not satisfied with your purchase for any reason, you may return it within 15 days of receiving your order, provided that the item is in perfect condition and in its original packaging.

To return an item, please contact us at contact@dockandplay.com, and we will provide return instructions.
Return shipping costs are covered by us.

Refunds are issued to your original payment method (credit card or PayPal), often the same day for PayPal payments.

If you have not received your refund within 7 days, please:

Check your bank account
Contact your bank or credit card provider
If the issue persists, contact us at contact@dockandplay.com

Exceptions & Restrictions

In certain cases, only a partial refund may be granted:

Items not returned in their original condition, damaged, or missing parts not due to our error
Items returned more than 15 days after delivery

Discounted items are subject to the same return and refund conditions as regularly priced items.

We replace defective or damaged items. If you wish to exchange an item for the same product, please contact us at contact@dockandplay.com.

Gifts

If you received an item as a gift and wish to return it, you will receive a store credit equal to the value of the returned item.

Once the returned item is received, you will be sent a gift card code that you can activate and use whenever you wish.

Return Shipping

Return shipping costs are covered by us if the original delivery was free.
If the original delivery included shipping fees, return shipping costs are the customer’s responsibility.

Delivery times for exchanged items may vary depending on your location.

If return shipping is at your expense, we strongly recommend using a tracked or insured shipping service for items valued over €100.
We are not responsible for items lost or damaged during return shipping if no insurance was purchased through the carrier.