We've put together a short video to help answer your most common questions! If you'd prefer to read an answer, please look for your question below:
How long does shipping take?
Once your order has shipped, orders within the US usually take 1-5 working days to arrive, and international orders are dependent on which shipping option chosen at checkout. Please note that international packages can often get held up in customs and be subject to further delays, which we have no control over. You will receive tracking once your order has been dispatched - if there's no movement after 20 working days for international delivery, please get in touch
How long does it take to dispatch my order?
Depending on how busy our warehouse is (they are people, after all!), orders can take 1 to 2 working days to be dispatched, occasionally they can have orders sent out same day. Should you need an order to arrive by a certain date, please let us know as soon as you can. During the sale our dispatch time can go up to 3-4 working days, regardless of whether you purchased a sale item or not.
Can I cancel my order?
As our orders begin being processed within 15 minutes of being placed (in order to make sure orders are sent out asap) it’s sometimes difficult for us to pull an order from the system. Make sure you tell us as soon as you can if you’d like to cancel an order, and we’ll do our best to pull it from the warehouse system.
Can you cover my shipping cost if I want to return/exchange an item?
Large companies have made free returns the norm, however this is still a huge cost for a small business to undertake. We’d rather not raise our prices to cover these costs, so unfortunately we don’t offer a free returns service or cover return shipping costs for returns and exchanges. We do send out exchanged items for free of charge.
Do you ship to my country?
We ship wherever USPS/UPS can deliver, so the likelihood is: yes!
Why don’t you make bras in X size?
As a small brand, each new bra is a significant investment, even if it’s a size we already stock. The ethical manufacturing, fitting process and photographing of an item is heavy with up-front costs, even more so for a new size, which requires a whole new set of patterns and components. We also need to create a certain amount of each size, to keep the costs affordable and make enough of a profit to allow cashflow for the next round of stock. Once the item arrives with us, we also have to consider the costs of warehousing and shipping the stock. If we aren’t certain that a bra size will sell, we could be stuck with lots of bras that aren’t selling and are actively costing us money to house!
However we are one of the only, if not the only, small UK brand that has taken the plunge and created a Curve/Plus Size collection. That’s 22 new bra sizes across 5 sets, not taking into account the 4 new brief sizes across 9 sets – a huge amount of new sizes and stock for a small company.
We take these risks because we listen to our customers and (hopefully) future customers, and the support that we are given from you allows us to create more!
If you are currently sized out of our range, please fill in this form
to let us know more details.
Will you restock?
Normally we prefer to bring fresh styles every few months, which also helps with stock flow. Stock takes at least 3-4 months to be manufactured, and we need to order a certain amount of each item (see above!), so we cannot just easily whip up a size that is out of stock. If you see something you like, it’s best to grab it in your size while you can!
Do you have a boutique?
Unfortunately we don’t at the moment, we are just online. We do have stockists all over the world, though, which you can find on the stockist page. Want to see Playful Promises in your local boutique? Tell them about us!
Can I model for you?
Our photoshoots are pricey and incredibly important to the success of a style, therefore we have to make sure we select our models very carefully. Usually we book models from an agency, but occasionally we may book an independent model. The best thing to do is to email a link to your full portfolio (including lingerie shots that aren't highly retouched) to email@example.com so we can take a look.