Ordering & Shipping Information

Ordering Information

What is your Exchange and Return Policy?

All items are sold as final sale, so we are unable to accept exchange or return requests for online orders.

Can I Exchange Sizes at the Event?

We cannot guarantee size exchanges on-site due to limited merchandise availability. We recommend reviewing size charts for best fit options. Exchanges for a different size of the same item are allowed if inventory permits. All sales are final with no refunds or credits.

Do you have size charts?

Size charts are listed on each item as sizing may different from one design to another. 

Shipping Information

How Do I Update My Address?

We can help you with that! You can reach out to our Guest Services team for assistance via email at info@playalunapresents.com. 

How long do I have to wait for my order to ship after completing the purchase?

Current order processing times are 5-8 business days. Estimated shipping times are in addition to order processing times.

Business days do not include weekends or holidays.

If an item is being sold as Pre-Sale, it will be clearly noted in the product’s title.

Processing is different from In-Transit.

• Processing is when an item is still in our warehouse, either on the shelf, or in the process of being picked and packed.
• In-Transit is when an item is in a package and in the hands of a mail carrier.

When placing an order for Birthday/Holiday gifts or other time sensitive events, we recommend placing your order at least 3-4 weeks in advance to ensure it is processed and delivered in a timely manner.

Once shipped, when can I expect my order?

Domestic Shipping:

Tracking is available for all orders and you'll receive tracking information via email within 1 business day of your shipment (after our 5-8 business day processing time unless otherwise specified).

International Shipping:

Please note that we do not offer international shipping at this time.

Package Information:

Please note if a package is refused, no refund will be issued.

We are not responsible for lost, stolen or damaged products that occur during transit.

If we receive your shipment back to our facility because it was deemed ‘undeliverable’ or 'unclaimed' by the carrier, we will email the address provided at checkout to offer a refund, minus freight costs, or reshipment to an updated address. Reshipments may incur additional fees. If we do not receive a reply within 7 days, you will be fully refunded, minus freight costs, and the item(s) will be restocked. Because of this we ask that you review your submitted shipping address before completing your purchase. We are not responsible for lost, held, or damaged packages. We are not responsible for delivery errors via carrier, or incorrect shipping info.

Tracking: Where is my Order?

Tracking information will be sent to the email address you provided at checkout as soon as your package is shipped.

If you have not received a tracking email, your order is likely still processing and has not yet shipped. Our standard order processing time is typically 5-8 business days from your purchase.

Since every order is unique these times may vary.

Package Undeliverable - Options

If we ship a package to your address and it is deemed undeliverable due to incorrect address by the carrier, we will happily re-ship your package at a flat rate of $10.

If the package is refused upon delivery, no refund can be offered, but we will happily re-ship for a flat rate of $10.