FAQs

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Just drop us an email at customerservices@playdna.co.uk or use our handy Contact Us form and we will get back to you with an answer as quickly as we can.

How do you collect a sample of my DNA?

How do I know you have received my DNA sample?

How safe is my DNA sample?

What do you do with my DNA sample after my DNA Portrait is done?

How long will it take for my DNA Portrait to arrive?

What is the difference between the ‘Personal’ and the ‘Sports’ DNA Portraits?

If we have a family DNA Portrait, will we be able to see family relationships?

We would like a family DNA Portrait with three / five / six family members - can you do this?

I would prefer my DNA Portrait in a different size / material / colour - can you do this?

How much does it cost?

How accurate are the results?

I think there might be a mistake in my analysis; can you check this for me?

Can I give a DNA Portrait as a gift?

What if I change my mind?

Where do you deliver to and how much is it?




How do you collect a sample of my DNA?

After you have placed your order, we will send you a DNA collection kit in the post. We use a simple cheek swab to collect your DNA, which is a small, soft brush that you rub inside your cheek for a minute or two to collect the DNA-packed cheek cells there. We provide an easy to follow instruction guide to help you make sure you get the best quality sample possible. Once done, you pop the swab back into the plastic tube it came in and post back to us in the supplied postage paid envelope. Simple!

How do I know you have received my DNA sample?

When your DNA sample arrives at our secure laboratory premises it is checked in and an email sent to you to confirm it has been safely received.

How safe is my DNA sample?

We take the security and confidentiality of our client data extremely seriously. Your DNA sample is bar-coded with no personal or identifying data included in the mailing, so it cannot be traced back to you individually. Once it arrives at our labs, your sample will be processed by barcode alone; none of your personal details are recorded with your physical DNA sample. All DNA samples are held in a secure laboratory facility protected by 24-hour guarded surveillance until disposal.

What do you do with my DNA sample after my DNA Portrait is done?

We hold onto your DNA sample for 21 days after dispatch of your artwork in case of any queries you might have, then after this time your DNA sample is destroyed using standard laboratory procedures. We absolutely do not use your DNA sample for any other purpose than to successfully complete your order.

How long will it take for my DNA Portrait to arrive?

You can expect to receive your finished DNA Portrait within 28 days of your DNA sample being received at our lab. Your artwork will be transported by our approved couriers. 

What is the difference between the ‘Personal’ and the ‘Sports’ DNA Portraits?

Our DNA Portraits are a bit different in that they not only visualise your DNA in art, but they are also interpretable. Which type of DNA Portrait you go for depends on what you would most like to know about yourself! 

Our ‘Personal’ DNA Portrait covers five general traits of interest ranging from eye colour to memory and has proved particularly popular with families who want to know where their good memory or aversion to Brussels sprouts might come from! In comparison, our ‘Sports’ DNA Portrait is a little more technical, covering five different traits related to physical fitness, unsurprisingly popular with sports enthusiasts.

You can find out more about each of the ‘Personal’ and ‘Sports’ DNA Portraits, and what traits they cover, on our How It Works page.

If we have a family DNA Portrait, will we be able to see family relationships?

Absolutely yes, and this is a very important consideration before you decide to go ahead with your DNA Portrait. One of the most wonderful aspects of our family DNA Portraits is the fact that you can physically see the patterns of DNA inheritance between genetically related family members. As a result, you can see which parent might have passed you the blue eye gene, or the gene for having a good memory.

However, as with any results of this nature, there is the possibility that you may learn information about yourself that you did not anticipate in terms of characterising close family relationships, for example the DNA patterns suggest you are not genetically related to someone you believe yourself to be genetically related to. Such information is likely to be distressing, evoke strong emotions and is obviously irrevocable.

For clarity, the products offered by PlayDNA are not intended, or considered suitable, for use in paternity or maternity testing. We would advise that anyone with serious concerns of this nature should first speak with their physician or health care provider and if appropriate undergo formal paternity/ maternity testing with a laboratory accredited for this purpose.

We would like a family DNA Portrait with three / five / six family members - can you do this?

Yes – we can do as many family members as you would like to include! You may want to include everyone on one piece of artwork, or for each family member to have their own individual artwork; we would be happy to discuss your personal requirements with you to make sure you get exactly what you want. Just email us at customerservices@playdna.co.uk with your request and we will get back to you as quickly as possible.

I would prefer my DNA Portrait in a different size / material / colour - can you do this?

Absolutely, we would be happy to discuss any specific requirements or requests you might have and where appropriate provide you with a bespoke quotation. Please email us at customerservices@playdna.co.uk with your request and we will get back to you as quickly as possible.

How much does it cost?

For full details of our product pricelist please see our Pricelist and Delivery page.

How accurate are the results?

PlayDNA is a company run by scientists, and therefore we take great pride in ensuring an extremely high level of accuracy in our lab work! We actually use two different scientific methods to analyse your DNA, carried out on separate days and then cross-referenced to ensure they correspond. Where the results do not correspond or are indeterminate, we repeat the process until the results are consistent with one another.

However, even for processing that meets our high standards, due to the nature of the laboratory techniques used, a small, unknown fraction of the data generated during the laboratory process may be un-interpretable or incorrect. If you are concerned that your results are in any way inaccurate we would be happy to re-analyse your DNA sample to verify the information we have provided you. If an error is detected in our genotyping process we will provide you with the amended results free of charge.

I think there might be a mistake in my analysis; can you check this for me?

If you think there might be a mistake in your DNA Portrait or its interpretation we would be glad to re-run and check your DNA sample to ensure this is not the case. 

Can I give a DNA Portrait as a gift?

Yes, and PlayDNA Portraits make especially wonderful gifts for landmark birthdays or weddings! You can purchase PlayDNA gift vouchers through our website, just select the value you would like to give at the checkout, complete the payment process and a unique gift voucher code/email will be generated that can be passed on to your loved one. They can select their artwork of choice through our website, and input the voucher code at the checkout to receive their gift.

Unspent gift vouchers? No problem, we will happily refund any outstanding spend on request. Please note that for security reasons, refunds will be made to the original purchaser only.

Unfortunately due to legal restrictions we are unable to generate a DNA Portrait of an individual without first having their prior consent, which requires them to be aware of the purpose for which they are providing a DNA sample.

What if I change my mind?

We want you to be delighted with your DNA artwork, which is why we offer a full exchange or money-back guarantee so you can buy with confidence. Please read our Satisfaction Guarantee for more details.

If you choose to cancel within seven (7) days of placing your order, you always have the right to a full, no questions asked refund. Just email us at customerservices@playdna.co.uk to inform us of your decision.

Where do you deliver to and how much is it?

We offer free delivery as standard to any UK address. We can also ship worldwide although if you are based outside of the UK additional postage charges may apply. Please contact us on sales@playdna.co.uk and we will obtain a competitive quotation for delivery to your address. Please note, relevant import/export regulations may apply.