FAQ - Frequently asked questions

What are the shipping times for your products?

The average processing time is 24 hours on weekdays and 48 hours on weekends, most often the same day. Delivery is made on average within 7 to 15 working days in Standard mode or within 5 working days in Express mode (delays observed for delivery in France and Belgium). Express delivery is available for certain products or product variants. The country of shipment is then mentioned, generally from France.

Do you ship to French Overseas Territories?

For the moment the shipment is on hold while waiting to find suitable logistics.

Where do you ship orders from?

Depending on the product, variant or period, shipping is done either from Asia, as close as possible to the manufacturing of electronic products, or from warehouses located in Europe, which allow Express delivery. In both cases, the final journey from the regional sorting center to the customer is made via a local carrier: Colissimo, 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 indicated on the site, and shipping costs only when these apply, there are no additional costs.

Do you provide shipping tracking information?

Yes, following your order you will first receive an order confirmation email. An e-mail will then follow with a tracking number to be informed of the progress of your order from its place of dispatch until delivery by connecting to the parcel tracking page. You can also follow the progress via dedicated sites such as 17track.net, and via the tracking sites of local carriers such as Colissimo and DPD, once the order is handled by the local carrier. In case of delay in receiving the tracking number, or incomplete tracking information, contact our customer support: contact@dockandplay.fr or by chat.

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 ?

Simply send us a photo and/or video of the damaged item to the email address: contact@dockandplay.fr, on chat or via the contact form, with explanations, 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 did not receive my order after 15 days. What to do ?

Sometimes shipping takes longer than expected due to customs clearance formalities, the international context, disruptions or temporary congestion at transport companies, sorting centers and delivery services. You can trace your order and see where it is using the tracking number. If you need additional information in tracking your package, please contact us by email, chat or via the form.

Do you have a refund policy?

We pay the utmost attention to resolving any issues our customers may encounter. 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 .

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