Refund policy
Here is exactly what we do if something goes wrong with your order.
- Damaged, faulty or wrong item: free replacement. Tell us within 14 days of delivery.
- Lost in the mail: free replacement.
- Wrong size or change of mind: no refunds or exchanges. Please check the size chart before you order.
Damaged, faulty or incorrect items
If your order arrives damaged or faulty, or we sent you the wrong item, email support@larplay.com within 14 days of delivery. Include your order number and clear photos of the problem (and of the box, if it was damaged in transit). Once we confirm the issue, we send you a full replacement at no extra cost.
Please keep the item and its packaging until we reply. Replacements cover problems that were there when the parcel arrived. They don’t cover normal wear, damage from washing or care, alterations, misuse, or small natural differences in colour and texture between batches.
Lost parcels
If your parcel is lost in the mail, we send a full replacement at no extra cost. A parcel counts as lost when the carrier confirms it is lost, or when it hasn’t arrived 30 days after it shipped. Email us your order number and we’ll take it from there.
Sizing
We don’t offer refunds or exchanges for sizing, including ordering the wrong size or a fit you don’t like. Every sized product has a size chart with real measurements in cm and inches, so please measure yourself and compare before you order. Our size guide shows how. Not sure? Email us your height, chest and waist and we’ll suggest a size.
Sending an item back
We only accept returns we’ve agreed to by email first. If we need a damaged, faulty or incorrect item back, we email you a prepaid return label, so you don’t pay any return postage. Parcels sent back without contacting us first can’t be accepted.
Returns address (please use it only after we’ve confirmed by email):
LARPLAY Returns
4207 Montgomery St
Savannah, GA 31405
United States
Refunds
If we can’t send a replacement (for example, the item has sold out), we refund the item in full to your original payment method. We issue refunds within 5 business days of approving them. Your bank may take another 5–10 business days to show the money in your account.
EU and UK customers: 14-day right to cancel
If you live in the European Union or the United Kingdom, you can cancel your order within 14 days of receiving it, without giving a reason. To do this, email us within those 14 days or, if you live in the EU, use our online withdrawal form. We email you a confirmation when we receive it. Then send the item back within 14 days of telling us, unused and in the condition you received it. You pay the cost of sending it back. We refund what you paid within 14 days of receiving the item (or proof that you sent it), to your original payment method. If the item was used more than needed to check it, we may reduce the refund to cover the loss in value.
Your legal rights
This policy doesn’t affect your legal rights as a consumer in your country.
Contact
Questions? Email support@larplay.com.
