We have a 14-day returns policy for items we dispatch from stock. For items we have reordered or pre-ordered for you, we will decide on a case-by-case basis whether you can cancel your order or return an item.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags attached and in its original packaging (shrink wrap must not be removed or otherwise damaged).

To initiate a return or cancellation, please contact us preferably via chat or by email at contact@wellplayed.ch. We will only cover the shipping costs for returns caused by our fault (such as damaged or incorrectly delivered products).

Refunds

We will notify you as soon as we have reviewed your cancellation request and/or return and let you know whether the refund has been approved or not. If approved, you will automatically be credited with store credit. Please note that delivery charges are non-refundable. We reserve the right to deduct up to 5% to cover credit card and other transaction fees.

Exceptions / Non-returnable items

Certain types of items cannot be returned, such as custom-made products (e.g. made-to-order or personalised items) or products ordered especially for you. Unfortunately, we are also unable to accept returns of sale items or gift cards.

Out of stock / unavailable products

In rare cases, we may be unable to deliver products that have been reordered because they are out of stock or unavailable from our suppliers. In such cases, we reserve the right to cancel your order (with a full refund).

Damage and issues

Please check your order upon receipt and contact us immediately if the item is faulty, damaged or if you have received the wrong item, so that we can resolve the issue.

Important note regarding parcel deposits

If you have activated the ‘parcel deposit’ option with your postal service (parcels are left in your letterbox or outside your door), we and the postal service accept no liability whatsoever. Neither we nor the postal service accept any liability if parcels are stolen or go missing.

Undeliverable or refused parcels

If your parcel has not been successfully delivered due to an incorrect address, or because you refused to accept it or failed to collect it from the post office in time, we may charge you for the additional return postage costs, taxes (for deliveries outside Switzerland) and for an optional second delivery attempt.

14-day cancellation period in the European Union

Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a reason. As mentioned above, the item must be in the same condition as when you received it, unworn or unused, with tags attached and in its original packaging.