International Customer Service & FAQ
Who should I contact if I have questions relating to my order?
Email us at firstname.lastname@example.org or call us directly at (424) 284-8470. We are readily available Monday - Friday from 9:30 AM to 4:00 PM PST. Weekend inquiries will be answered in the order of receipt on Monday morning (there is no need to resend as we answer the oldest messages and emails first).
Can my order be delivered internationally?
Yes, we partnered with global shipping specialist Borderfree, to make international shipping as easy as possible. Product prices are shown in your currency of choice with all taxes, duties and shipping costs totaled and presented to you at checkout before you place order. Once placed, your order will be delivered to your door by Borderfree without any additional fees. The Borderfree solution allows us to serve the best possible shopping experience to our international customers, so you can always buy from us with certainty.For a list of available shipping countries, please click here international landing page.
Are there any items that cannot ship to my country because they are restricted?
Yes, Borderfree abides by all import & export restrictions, per country. Borderfree will notify you of any such restrictions during the checkout process.
Can I purchase or redeem international gift cards?
Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for international orders.
How do I see product prices in my local currency? How much will my order cost?
Click on the "SHIPPING TO" link in the upper right hand corner of the Playboy Shop website and choose your shipping destination and currency. Once you add items to your cart and click the "CHECKOUT" button, your transaction will be finalized at the Borderfree International secure site. Your order total will be displayed in your preferred currency, including all shipping cost, as well as any applicable duties and taxes imposed by Customs and revenue authorities in the destination country.
Please note that we are unable to ship a single order to multiple addresses. Please place a separate order for each international delivery address.
Due to size and customs restrictions, some items are not available for international shipping. These items will be restricted from your shopping cart. In addition, we cannot ship a single order in excess US$10,000 or items over 100lbs.
Are there any additional costs that will be due upon receipt of my order?
As long as you select DDP (Delivery Duty Paid) to prepay duties and taxes, the order total presented at checkout is the exact amount you’ll be billed by Borderfree, and there will be no additional costs due upon delivery.
How are duties & taxes determined?
Duties (or Customs tariffs) are set by the destination country Customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree international checkout.
What currencies does Borderfree support?
Click here to view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see products priced in your selected currency.
Can I use Borderfree to ship an order internationally but pay in USD?
Yes, you can use Borderfree to ship an order internationally and pay in USD.
Can I use Borderfree to ship an order internationally and pay in a currency other than the destination address?
Yes, Borderfree supports international gift-giving, in that you can receive a guaranteed order total for an order that is shipping internationally and pay in another non-destination address, non-USD currency. This also works if you’re traveling or living abroad.
What payment options does Borderfree support?
Currently, Borderfree supports Visa, MasterCard, PayPal, American Express, JCB, Alipay, Interac Online, UnionPay (credit cards), iDeal, Sofort Banking, SafetyPay, and Discover, with additional payment options coming soon.
Borderfree does not accept:
- Personal checks
- Money orders
- Orders with credit cards with an international billing address shipping to the U.S. or Canada
- Orders with credit cards issued by banks outside the U.S. shipping to the U.S. or Canada
- Gift Certificates
- Traditional Gift Cards
- Virtual Gift Cards
All international orders must have a ship-to destination outside of the United States. If you would like ship to a U.S. address, you must pay in USD (so do not select an international currency on the Home Page).
What are my international shipping options and time-frames?
Most items will be delivered within 5-15 business days after your order is submitted. You will be quoted a more specific delivery estimate during checkout, based on your specific destination country and the shipping methods available for the items in your cart.
Do you ship to military addresses?
Orders shipping to military addresses should go through our domestic checkout, as they are not subject to the same costs as other international orders. To do this, you should shop as if shipping to an address within the United States and pay via USD.
What happens after I place my order?
You will receive an Order Confirmation email from Borderfree indicating your order has been submitted for processing by the Playboy Shop. If there are any issues with inventory, you will receive an “out-of-stock” email notification. Note: We closely manage our inventory between Borderfree and the Playboy Shop so these instances are rare.
Once the order ships, you will receive a shipping confirmation with the following information:
- Order details
- Items shipped
- Tracking URL, which will take you to https://tracking.borderfree.com, where the tracking details will be displayed. Please note: Signatures are not required for delivery. Therefore, it is the customer’s responsibility to track the package and ensure receipt from the carrier. The Playboy Shop is not responsible for packages that are not received by the customer after they are are delivered by the carrier.
Our goal is to ship your order as quickly as possible; therefore, we are unable to make any changes to an order once it is submitted.
What is your return policy for international orders?
We want you to be absolutely satisfied with your purchase, if for any reason you are not please contact us at email@example.com and we will provide you with further instructions on where returns should be shipped and the amount you will be refunded. To be eligible for a return, items must be unworn and unwashed and within 45 days of purchase. Refund amounts for returned items will be credited to you by Borderfree in the original currency used for purchase and include duty, tax and tariffs. Shipping charges are not refundable. At this time, we are unable to offer exchanges on international orders.
You will be responsible for any return shipping charges which can range from USD$20-USD$85.
All international orders must receive a Return Merchandise Authorization (RMA) from the Playboy Shop by emailing: firstname.lastname@example.org. Merchandise mailed without an authorized RMA will not be eligible for refund.
For gift returns, please contact us email@example.com for specific instructions for returning the gift item. The return amount will be credited back to the original purchasing credit card.
The Complete Centerfolds book comes bound in shrink wrap. Once the wrap is removed, the item is no longer eligible for a return or exchange unless unexpected interior damages is present. If so, please contact us at firstname.lastname@example.org for assistance with the damaged good.
When am I billed?
Your credit card will be billed by Borderfree when your international order is shipped. Your credit card will be billed by Borderfree and your credit card statement will read “BF*PLAYBOYSHOP where “BF” denotes the Borderfree network.
You can track the progress of your international package(s) here.
What are discount codes?
Discount codes vary and may apply to the price of a single item or an entire purchase. The discount reflects as a percentage off, or as a specific dollar amount and will be displayed in the cart after the code is applied.
Discount codes and special shipping offers may be limited by region, please read the promotional details carefully.
How do I find a discount code?
Discounts and discount codes are available through the Playboy Shop emails. Click here to sign up.
How do I use a discount code?
- Add your item(s) to the cart and select "Checkout"
- Add the discount code in the Discount box and click "Apply"
- If the discount code is valid, your order will show the discount. If the code is invalid, an error message will display.
Why isn't my discount working?
- Your discount may have expired.
- Only one discount applies per order.
- Shipping discounts may only apply to specific regions or countries.
- Some discounts apply only to a specific product or exclude specific products.
- Discounts may require a minimum purchase.
- Discounts are for use only on your current order. Once you submit an order, you cannot apply a discount to that order. Pricing, specifications, availability and terms of offers may change without notice. Qualifying totals and maximum savings will calculate before taxes, fees, shipping and handling. Discounts may not be applied on previously purchased merchandise.