Frequently asked questions
Here To Help
What are your opening hours?
What are your opening hours?
We are available between 8am and 8pm, Monday to Friday.
Social channels, website chat and Business WhatsApp may operate outside of these hours.
How long is delivery of items within Mainland UK?
How long is delivery of items within Mainland UK?
- Commercial 75mm balls are 2-3 working days
- Softplay, Fabric and Eco Ball Pools and 70mm Balls are 7-10 working days
- Commercial Ball Pools, Fibreglass slides, Bouncy Castles and Inflatables, Mats & Flooring and Picket Fencing are 10-20 working days
- Play Cages are 30-45 working days
I have made an order but not received a confirmation email?
I have made an order but not received a confirmation email?
Please check your junk or spam folders. If there isn’t anything there, then please check that you have entered your email correctly within your order. If this is correct or there is an issue, please contact us and we will amend or resend
How do I track an order?
How do I track an order?
- Most items will provide tracking information via email once your order is shipped. For commercial items (fibreglass slides, bouncy castles, picket fencing etc..) we are given a 48 hour delivery window, which our customer services team will contact you to let you know of. As these are mainly palleted Items wont have a tracking number
I want to cancel / amend my order?
I want to cancel / amend my order?
- Once an order is placed, If more than 12 hours has passed since you placed your order, then it is highly unlikely that we will be able to make any amendments to your order.
- All items that have been made to order, including all commercial products, play cages, Fibreglass slides, bouncy castles, inflatables, commercial soft play and flooring or any other bespoke items, are none refundable and therefore unable to be cancelled.
I have only received part of my order.
I have only received part of my order.
- Due to the size and logistics of parcels, it is possible for parcels get split up in transit, so may arrive within a few days of each other. Please check your tracking information sent or allow 48 hours to see if it arrives.
How do I make a return?
How do I make a return?
Please contact us by email in the first instance at Info@softplayemporium.co.uk
What warranties do I get?
What warranties do I get?
- Should you have any manufacturing issues with any items, all our manufacturers are happy to investigate these and rectify any manufacturing issues that you have found within the first 14 days.
What Couriers do you use?
What Couriers do you use?
We use GLS, Parcelforce, DPD & DPD Local, Evri, UPS, Yodel, P4D, GForce, Freight Force and many more