What is the policy?

At Polín et Moi, we strive to make every purchase a magical experience. 🎉 If, for any reason, you are not completely satisfied with your purchase, don’t worry! We offer flexible options. 💗

Time limits for requesting exchanges and returns 🤩

• Orders from Spain: 14 calendar days from receipt of the parcel. You will receive a confirmation email with the tracking number.
• Orders within the European Union: 14 calendar days from receipt of the parcel. You will receive a confirmation email with the tracking number.
• Orders outside the European Union: 20 calendar days from the date your order is shipped. You will receive a confirmation email with the tracking number.

Please remember! Shipping costs for international returns are the customer’s responsibility, including any customs charges. We do not accept returns arranged independently from outside the EU.

Right of withdrawal or cancellation

In addition to our exchange and return policy, when you make an online purchase, you have the right to withdraw from your order within 14 calendar days from receipt of the parcel, without having to provide a reason.

You may also request the withdrawal or cancellation** of your order before preparation begins, through the corresponding portals:

Spain and France: please use this link.

Rest of the European Union: please use this link.

Cancellations are only available for orders placed after 29/07/26.

You may exercise this right through the corresponding portal or notify our Customer Service team clearly. Full details about this process are available in our General Terms and Conditions.

Once you have informed us of your decision:

• If the order has not yet been prepared or shipped, we will process your cancellation request. Once the cancellation has been confirmed, the corresponding refund will be processed.
• If the order has already left our warehouse, we may withhold the refund until we have received the returned items or until you provide proof of return, whichever occurs first.

Discover our exchange options! 😍

At Polín et Moi, we want you to have as many options as possible:

• Instant exchange for the same product: Do you need a different size of the same item? Great! We can arrange an instant exchange, subject to availability.
• Exchange for another item: Would you like to exchange your purchase for something completely different? Of course! Choose any other item from our store within the same price range, a higher-priced item by paying the difference, or a lower-priced item.

For any order that cannot be created instantly, we will process the return and shipment once we receive your parcel at our warehouse, within 10 business days. You will receive a confirmation email once the process has been completed. 🌟

The first exchange is FREE OF CHARGE. If you request a second exchange or a return following an exchange, the shipping cost will be deducted. You can check the shipping cost here.

Returns in Spain

BRIDAL AND GUEST items are subject to a return fee of €4.95, plus €1 for each additional Bridal or Guest item returned.

Items purchased as part of a PROMOTION are subject to a return fee of €3.95, which will be deducted from the final refund amount.

Exchanges and returns outside Spain — European Union

The cost of an exchange or return outside Spain is the customer’s responsibility. However, in European Union countries, you may choose to process the exchange or return through the service available on our platform or arrange it with a carrier of your choice.

The cost of the service offered through our platform will be deducted from the final refund.

You can check the rates here.

If you decide to return your order using a carrier of your choice, we recommend tracking the shipment until delivery to our warehouse has been confirmed. Please note that Polín et Moi cannot be held responsible for any incidents, losses, delays or deliveries made to an address or collection point other than the one indicated.

Countries outside the European Union

The return must be processed exclusively through the transport service available on our returns portal. Returns arranged independently will not be accepted.

Return costs and any customs charges are the customer’s responsibility.

Exchanges cannot be processed from countries outside the European Union.

For more information about the exchange or return process, please check here.

Please remember! Original shipping costs are non-refundable, except where legally required, as stated in our General Terms and Conditions.

Exchange and return conditions

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

• Garments without tags, used garments or items in poor condition.
• Shoes with scratched, stained, worn or used soles.
• Footwear returned in damaged boxes or in a condition different from the original.
• Jewellery, gloves, tights, socks and hair accessories, including headbands, hats, etc.
• Items returned outside the return period.
• Stationery items, including notebooks, pens and mugs.
• Parcels sent to our warehouse without first being requested through our online portal.
• Return parcels with outstanding customs charges or shipping costs, or parcels sent using cash on delivery.
• Guest items without the tag attached to the hem.

If we receive a product that does not meet these conditions, we will contact you to inform you and arrange its return. If it is necessary to send the item back to you, we will provide a link so that you can cover the corresponding cost.

We are not responsible for parcels received at our warehouse that are not intended for Polín et Moi.

If you receive a faulty or damaged product, please complete the following form within 48 hours of receiving it, let us know what happened. We will review your case and contact you as soon as possible.

We hope this information is helpful! If you have any further questions, please do not hesitate to contact us. We are always here to help. 💖