FAQ - Frequently asked questions

What are the shipping times for your products?

The average processing time is 24 hours, most often the same day. Delivery is on average within 10 working days depending on the type of delivery: Standard or Express. Certain products benefit from Express delivery in France within 3 working days and Belgium within 5 working days.

Do you ship anywhere in the world?

We deliver to almost all countries, with the exception of certain territories which can be specified when validating the purchase via an unavailability message in your country. If you encounter this case, please contact customer service. Average delivery times relate to Europe, countries outside the EU may experience longer times.

Where do you ship orders from?

Our offices are located in France, in Paris. Depending on the product and the state of logistics, our shipments are made either from Asia, as close as possible to the manufacturing of electronic products, or from our warehouses in Europe, which allow Express delivery. Final delivery to the customer is made in all cases from a regional sorting center, via a local carrier, which can be La Poste via the Colissimo network, or other carriers, therefore: GLS, DPD, Colis Privé, Swiss Post etc.

If the product is shipped from the country of manufacture, do I have to pay customs duties?

No, these costs are integrated into our logistics circuit and paid if necessary during customs clearance. You pay the price including tax indicated on the site, and shipping costs when these apply, there is no additional tax.

Do you provide product tracking information?

Yes, following your order you will receive an email within 72 hours with a tracking number to be informed of the progress of your order from its place of dispatch to delivery to you, by connecting to the parcel tracking page. You can also follow the tracking via dedicated sites like 17track.net , and via local tracking sites: Colissimo, DPD etc.

In case of delay in receiving the tracking number, or incomplete tracking information, contact our customer support: contact@dockandplay.fr

Some items are missing from my order, what should I do?

Products may be shipped separately depending on your order. For example, if this contains items shipped from two different warehouses, there will be two deliveries. The rest of the order will certainly arrive shortly. If you have any questions, do not hesitate to contact us.

I received a damaged item. What can I do ?

We are sorry about this situation. Simply send us a photo of the damaged item to the email address: contact@dockandplay.fr, in chat or via the contact form, and we will send you a similar replacement item as quickly as possible.

Where are you located?

DOCK & PLAY is based in Paris, France.

I still have not received my order. What to do ?

International shipping may take longer than expected due to customs clearance, international conditions, disruptions or temporary congestion at shipping companies, sorting centers and delivery services. You can trace your order and see where it is at any time using the tracking number. If you need help tracking your package, please contact us by email, chat or via the form.

Do you have a refund policy?

We do our best to resolve any issues our customers may encounter with their online items. If you would like to receive a refund on your order, request it within 15 days of the order date. For more information, please read more about our refund policy .