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 size and item) as well as a refund.
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 shipped with the tracking number. You may organise the return with the courrier of your choice or through our service with GLS (EU) and UPS (outside of EU). Please remember that this shipping cost at customers' expense.
ATTENTION! Returns Portugal and rest of the world: Orders placed until 20/02/2024 must request an exchange and/or refund through the following link. If you have any queries, please do not hesitate to contact us. Foreign returns portal (click here)
Once we receive the parcel 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 process it successfully.
With the first exchange, shipping is free of charge. If you request a second exchange or a return of the exchange, the shipping costs of this second shipping will be charged. You may see the shipping costs here.
To request a return from Spain, remember that GUEST, BRIDE and PROMOTION items have a cost of 3,95€ which will be deducted from the total amount to be refunded.
When requesting a return from outside Spain, the shipping cost to send the parcel back to our warehouse run's at customers' expense. You may place the shipping with the courrier of your choice or with our service with GLS (EU) and UPS (outside of EU).
To request an exchange or refund, it is necessary to do it through our online platform, you can access it by clicking on the following links:
- From Spain: Spain returns portal (click here)
- From outside Spain: Foreign returns portal (click here)
* You may do so with the courrier of your choice or with our service with 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.