We are a team of artists who love personalization, especially custom Playmobil figures.

More than just a custom: we put "our soul" into every personalization created for you.

Orders may be paid for using the following methods:

• Credit or debit card. We reserve the right not to accept certain payments made with specific cards.
• Bizum, from the payment page itself.

Notice: during periods such as Black Friday or Christmas, some of these payment methods may be restricted to expedite order processing as much as possible.

Card payment. The charge is made in real time through the bank's secure payment gateway once the details have been verified. Confidential data is encrypted (SSL) and sent directly to the bank, and is not stored in any of our databases. Cards are subject to verification and authorization by the issuing bank; if the bank does not authorize the payment, we will not be able to process the order.

Payment via Bizum. When paying, choose Bizum and confirm the payment in your bank's app. The charge is immediate, just like with a card.

Payment is always made when placing the order: we do not accept cash on delivery or payment upon collection.

Remember: Playmo Generation will never ask for your card details or bank information through any channel.

Yes. Reply to your order confirmation email (or write to us at info@playmogeneration.com) with your company's registered name and tax ID, and we will send you the invoice in its name.

Our workshop is in the Barrio del Pilar, across from the La Vaguada shopping center (28029 Madrid, Spain). We do not have a physical storefront or standard business hours: if you choose store pickup, we will contact you to arrange a delivery time that works best for you.

These are the cases we consider for shipments:

In stock. If the website allows you to purchase normally, then yes, it is in stock. Orders are prepared within a maximum of 3 business days (excluding Saturdays). Transport time is then added: usually 24/48-hour courier service, except for registered mail to the Canary Islands, Balearic Islands, etc., which takes a little longer. As a reference, the order usually arrives in about 5 business days.

During Christmas or special periods (Communions, Black Friday, etc.), preparation may be delayed by 3 to 5 business days.

If several purchases coincide and a figure runs out, we will notify you immediately with the new deadlines (for example, 5–8 business days) and you are free to decide whether to keep, change, or cancel the order.

Available for pre-order. You purchase online as normal, but shipping may take a few more days because the figure must be made first: between 5 and 15 days. Before payment, we provide all the information so you can decide whether to purchase "on pre-order."

Out of stock. We cannot guarantee new units in the short or medium term. If you like the custom design, write to us and we will add you to the waiting list for that product, without paying anything in advance.

We always try to go as fast as possible, but the units are limited and handmade (paint drying, personalization...). We aren't Amazon yet! If you have any questions before buying, it is best to call us.

We only ship via registered mail with a tracking number to avoid losses beyond our control. You will see the available options at checkout:

• Registered mail: an economical way to keep track of your order if you are not in a hurry. Delivery times are those set by Correos.
• 24/48h courier service: when your order is ready, it is sent via courier. We will provide you with the tracking number and the name of the shipping company, and it will arrive at your home within 24/48 hours from the time of collection.

During special periods (Christmas, Black Friday, etc.), we may adjust our shipping services and prices to ensure orders arrive on time. From November 15 to January 8, all domestic shipments (mainland) are sent via courier agency with 48h service; shipments to the Canary Islands, Ceuta, and Melilla are sent via registered mail. Even so, there may be delays on the part of the transport company during those dates, which are beyond our control.

We check every custom item in detail before shipping. Since each customization is unique, we use the appropriate packaging to protect every design so that it arrives in perfect condition, even if it travels around the world.

Yes, we ship worldwide. Shipping costs are calculated automatically based on weight and destination, and you will see them in the final step before payment, after entering the delivery address.

Unfortunately, we do not take individual custom orders for famous characters or uniforms for well-known teams. Such a "whim" would have to be paid for as an exclusive project, and it is possible that a few days later you would see it on the website for cheaper, because the design would already exist.

If you gather a group of people who want the same character (for example, a singer's fan club or a soccer club's supporters' group), we can offer you a group price, provided there is a minimum number of units.

We are open to suggestions: write to us, because in many cases it is a matter of lack of time, never a lack of desire. We evaluate every design you ask for (how many customers ask for it, complexity, design, pieces, labor...) and we love to surprise you with some of the suggested customs. Follow us on social media and the newsletter to find out about new releases.

Yes; in fact, it is our specialty: projects with a minimum number of units to be assessed, ideal for events, companies, sporting events, end-of-year parties, etc.

Due to the volume of work, we cannot develop individual doll projects. If you have any questions, write to us telling us what you need and we will respond as soon as possible.

We work to ensure this is never the case, but can you return a product? Yes.

• You have 14 calendar days from the moment you receive your order to return an item you are not satisfied with.
• You may open the package to inspect it, but it must be returned unused, in perfect condition, and in its original packaging with all its accessories: our products are handmade and carefully checked before being packed.
• Returns must be sent via certified mail or tracked courier service to avoid loss. Return shipping costs are to be paid by the buyer.
• We will refund the cost of the product and the original shipping (standard rate) within a maximum of 14 days, using the same payment method you used.
• To initiate a return, email us at info@playmogeneration.com and we will send you the shipping details and the package reference.
• Personalized or custom-made products are excluded, as they are manufactured according to your specifications. If you have any questions, call us before placing your order at 628 03 19 67.

More details in our refund policy.