How can I request an exchange?

Do we accept exchanges at Polín et moi?

Of course we do, and what's more, we make it very easy for you.

We tell you how to request it and all the facilities you will find when you make an exchange at Polín et moi.

WE ASSURE YOU THE SIZE | INSTANT EXCHANGE | WITH JUST ONE CLICK

APPLICATION DEADLINES:

The first thing you need to know is our deadlines for requesting an exchange of your products. Whether you are requesting an exchange from Spain or the European Union, the deadline is 14 calendar days from the day you receive it at home, and the deadline for orders outside the European Union is 20 calendar days from the day you place the order.

HOW TO REQUEST AN EXCHANGE?

From Spain, through our returns and exchanges portal, the process will be as simple and quick as if it were a single click.

Enter our portal and fill in the form answering the questions and requests we need, it will only take you a couple of minutes and you'll be done!

Access the form for returns from Spain by clicking here.

If you need to make an exchange from outside Spain, the process is different, but we will tell you how to do it so that you can see that it is just as simple, agile and easy.

Request an exchange on orders placed within the European Union:

Please note that if you request an exchange within the European Union, the cost of return shipping is at the customer's expense. The shipping, with the first exchange requested, is free of charge.

You should contact us by email to request your exchange and we will respond and proceed as soon as possible.

Access the form for returns within the European Union by clicking here.

*In this case, we remind you that our maximum time limit is 48 working hours to get in touch with you.

Request an exchange on orders placed outside the European Union:

For orders outside the European Union ONLY size exchanges or exchanges for another item of the same value can be made. If you wish to exchange for a garment of a lower or higher value, a new order must be placed.

You can access the form for returns outside the European Union by clicking here.

We would like to remind you that we are always attentive to what you need, if you have any problem with our forms or need more help and information, please contact us, from the customer service team we will be happy to help you and guide you step by step through the whole process.

IS THERE A CHARGE FOR AN EXCHANGE?

The first exchange of every order is completely free of charge.

If you need to make a second exchange or a return of an exchange, the shipping cost will be deducted directly, whether we have to process the return or send you a new package.

You can check the different shipping costs here.

For an international exchange, the delivery of the first exchange requested is also free of charge. But in this case and for the moment, the cost of returning the garment you want to exchange will be borne by the customer. We offer help if you need it, contact us without any problem and we will help you with the return.

NO WAITING TIME (SPAIN ONLY):

At Polín et moi we want you to be able to enjoy your products as soon as possible, so if you need to change the size of the same product, don't worry! Once you have filled in the exchange form, we will instantly send you the new size to make sure you can have it at home as soon as possible.

WHAT HAPPENS IF I WANT TO EXCHANGE FOR A DIFFERENT PRODUCT? ONLY SPAIN AND EUROPEAN UNION:

We always try to give you the best solution.

In our exchange form you must tell us the new reference of the product you want and the size you would need. In this case, times change a little but we always try to manage it super fast to get your new product to your home in the shortest possible time.

We have a maximum of 10 working days to register your exchange, make sure we have the new product in the size you want and get in touch with you to inform you of the availability and that your exchange is already underway.

But don't worry, our team is amazing and works efficiently to get your exchange done in the shortest time possible.

In the event that we do not have stock available, our colleagues will proceed with the return and refund automatically, through the same payment method used in the purchase.

HOW TO RETURN THE PRODUCT YOU WANT TO EXCHANGE:

As simple as preparing the package, in good condition and well closed, attach the return label that we will send you once you have filled in the form and take it to the corresponding office.

HERE IS A VIDEO ABOUT THE EXCHANGE PROCESS FOR ORDERS FROM SPAIN:

We hope your experience with us has been perfect, if you have any other questions, suggestions or even requests, we will be happy to hear from you, you can contact us whenever you need to!