Frequently Asked Questions
Frequently Asked Questions
Where is my order?
Once your order ships, you will receive a confirmation email with tracking information. Please allow 24–48 hours for tracking updates to appear after your label is created.
If your tracking has not updated after a few business days, please email us at support@ohplaya.com with your order number and we’ll help look into it.
When will my order ship?
Most in-stock orders are processed within 1–3 business days, excluding weekends and holidays.
During launches, sales, or high-volume periods, processing may take up to 4 business days.
When does preorder ship?
Preorder items ship according to the estimated ship date listed on the product page at the time of purchase.
If your order includes both preorder and in-stock items, your order may ship together once the preorder item is ready. To receive in-stock items sooner, we recommend placing a separate order.
Do you ship internationally?
Yes, Playa ships internationally.
International delivery times may vary by country, carrier, and customs processing. Estimated international delivery is typically 7–21 business days after shipment.
Customers are responsible for any customs fees, duties, taxes, or import charges required by their country.
My package says delivered but I didn’t get it. What should I do?
If your tracking says delivered but you did not receive your package, please first check:
- Around your front door, mailbox, lobby, mailroom, or package area
- With neighbors, roommates, building staff, or your local carrier
- That the shipping address entered at checkout was correct
Sometimes carriers mark packages as delivered before they physically arrive. Please allow 24–48 hours for the package to show up.
If it still has not arrived, please contact the carrier directly to file a claim, then email us at support@ohplaya.com with your order number and tracking information.
Playa is not responsible for packages marked delivered by the carrier, but we will do our best to help.
Can I exchange size?
Yes, we accept size exchanges within 14 days of delivery as long as the item is unworn, unwashed, unused, and in original condition.
Exchanges depend on availability. If the size you want is sold out, we may offer store credit or help you choose another item.
Can I return?
Yes, eligible items may be returned within 14 days of delivery.
Items must be unworn, unwashed, unused, free of stains, makeup, deodorant marks, perfume, pet hair, or damage, and in original condition with tags and packaging included, if applicable.
Final sale items, sale items, gift cards, and items marked “Final Sale” cannot be returned.
How do I start a return or exchange?
To start a return or exchange, email support@ohplaya.com with:
- Your order number
- Full name
- Email used at checkout
- Item you want to return or exchange
- Reason for the return or exchange
Please wait for return approval before mailing anything back.
Can I cancel my order?
If your order has not shipped yet, we may be able to cancel it.
Please email support@ohplaya.com as soon as possible with your order number. Once an order has been processed or shipped, we cannot guarantee cancellation.
Can I change my shipping address?
If your order has not shipped yet, we may be able to update your shipping address.
Please email support@ohplaya.com immediately with your order number and the correct shipping address.
Once an order has shipped, we cannot change the address. You may need to contact the carrier directly for delivery options.
What if I entered the wrong address?
Customers are responsible for entering the correct shipping address at checkout.
If you entered the wrong address, email us immediately. If the order has not shipped, we will do our best to update it.
If the order has already shipped, Playa is not responsible for lost or misdelivered packages due to an incorrect address.
What if my item arrived damaged or incorrect?
If your item arrives damaged, defective, or incorrect, please email support@ohplaya.com within 3 days of delivery.
Include your order number and clear photos of the issue. If approved, we will help with a replacement, refund, or store credit.
Are sale items returnable?
Sale items, discounted items, gift cards, and items marked “Final Sale” cannot be returned or exchanged.
How long does a refund take?
Once your return is received and inspected, we will notify you if your refund is approved.
Approved refunds are issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Original shipping fees are non-refundable.
Do you restock sold out items?
Some Playa items may be restocked, but not all styles are guaranteed to return.
For restock updates, sign up for our email or SMS list and follow us on Instagram.
How do I know what size to order?
Please check the size guide on the product page before ordering.
If you are between sizes, we recommend sizing up for a more relaxed fit or sizing down for a tighter fit.
How should I care for my Playa pieces?
To keep your Playa pieces looking their best, we recommend:
- Washing inside out
- Washing cold with similar colors
- Avoiding bleach
- Hanging to dry or tumble drying low
- Avoiding ironing directly over printed logos
How can I contact Playa?
For order questions, returns, exchanges, sizing, shipping, or general support, email us at:
For brand or collaboration inquiries, email:
We do our best to respond within 1–2 business days, Monday through Friday, excluding holidays.