What is the policy?

We hope you enjoy your Polín order as much as we do, so if you are not completely satisfied, you can always request an exchange (both in size and article) as well as a refund if you wish.

Return/exchange request deadlines:

• Orders placed from Spain: 14 calendar days after you receive the package at home.
• Orders placed from outside Spain: 14 calendar days after you receive the package at home. You will receive a confirmation email once the package has been sent with the tracking number.

• Orders outside the European Union: 20 calendar days after we ship your order.

Remember that the cost of shipping is paid by the customer and the customs costs and fees.

* We do not accept returns on your own account from countries outside the European Union, sorry!

Once we receive the package in our warehouse, we will process your exchange or return within 10 working days. Don't worry, you will receive a confirmation email once we have been able to do this successfully.

The first exchange is free of charge. In case of requesting a second exchange or a return of an exchange, the shipping of this second order will be discounted, you can check the shipping cost here.

Remember that EVENT items to be returned have a return cost of 4,95€, plus 1€ for each additional guest textile product returned; and with PROMOTION, they have a return cost of 3,95€, to be deducted from the total amount to be refunded (only in Spain).

** If you have made your purchase using a credit or debit card physically in the Atelier, we will contact you to request your bank account details and make the corresponding refund via bank transfer. We will do this once we receive your return shipment and process it.

- Remember that, when requesting a return from outside Spain, the cost of the return shipment will be paid by the customer.

To request an exchange or return, it is necessary to do it through our online platform, you can access it by clicking on the following links:

- From Spain: Returns Portal click here.

- Within the European Union: Returns Portal click here.
*You can send your order with the courier of your choice, or with our GLS service.

- From de la Unión Europea: Returns Portal click here.
 *You can only ship with our courier, DHL.

Important! Remember that shipping costs are NOT refundable.

EXCHANGE AND RETURN CONDITIONS

Polín et moi reserves the right NOT to accept returns of:

- Garments without tags, used or in bad condition.

- Scuffed, stained, worn or used soles.

- Shoes in broken boxes or different from their original state.

- Costume jewellery, gloves, socks and hair accessories (headbands, hats, etc).

- Outside the return period.

- Stationery (notebooks, pens and mugs).

- Packages sent to our warehouse without having been ordered through our online portal.

- Return packages pending customs clearance, shipping payment or cash on delivery method.

- Guest items without a bass label.

If we receive any product that does not meet any of these conditions, we will contact you to inform you and manage it as soon as possible. Please note that if we have to send you a return shipment, we will send you a link to pay the cost of the return shipment.

*We are NOT responsible for packages received in our warehouse that do not correspond to Polín et moi. In the event that you notify us that you have sent, by mistake, an item that does not correspond to us, we will try to locate it but we cannot guarantee this.

If you have received a faulty or defective product, please fill in the following form within 48 hours of receiving it and let us know what has happened. We will review your case and contact you.