Frequently Asked Questions

Standard delivery takes 3-5 working days. Express options available at checkout. Free standard shipping on orders over £60.

You will receive a tracking email once your order has shipped. You can also check your order status in your account under Order History.

We process orders quickly. Please contact us within 1 hour of placing your order to make changes. After this, we cannot guarantee modifications.

Currently we ship within the UK. International shipping is coming soon — sign up to our newsletter to be notified.

Each month we curate a limited-edition sensory kit for couples. Each drop is themed, limited in quantity and ships once per month. Once it's gone, it's gone.

Subscribe to our newsletter or join the Playmate Community to receive early access notifications before each drop goes public.

All products are clearly labelled with ingredients and allergen information. Please review product pages carefully if you have specific dietary requirements or sensitivities.

The 5-Day Sensory Experience is our free digital programme delivered by email. The monthly drop kits are physical products — premium sensory items delivered to your door.

We currently host events in London, with Manchester and other UK cities coming soon. Exact venue details are sent after booking.

Most events are designed for couples, though some community mixers welcome individuals. Check the specific event listing for details.

Full refunds are available up to 48 hours before the event. Within 48 hours, we can transfer your booking to a future event but cannot issue refunds.

Earn 1 point per £1 spent, 50 points for writing a review, 200 points for referring a friend, 25 points for following us on social media, and 100 points when you subscribe to monthly drops.

Points can be redeemed at checkout for discounts. 100 points = £1 off. Higher membership tiers unlock bonus multipliers and exclusive rewards.

We offer 30-day returns on unopened, unused items in original packaging. Consumable food items and personalised products cannot be returned for hygiene reasons.

Email us at hello@playmate-labs.com with your order number and reason for return. We will send you a return label within 24 hours.