How can I request a return of my order?

GENERAL INFORMATION ABOUT OUR RETURNS

Remember, the first exchange in SPAIN is FREE!

Return request deadlines

• Spain: 14 calendar days from the date you receive your order.
• European Union countries: 14 calendar days from the date you receive your order.
• Countries outside the European Union: 20 calendar days from the date your order is shipped.

Once we receive the parcel at our warehouse, we will process the return and issue the refund within a maximum of 10 working days.

You will receive a confirmation email once your return has been processed successfully.

Select your returns portal

To request a return, use the portal corresponding to the country from which you placed your order.

Spain and France Here.

Rest of the European Union Here.

Orders placed up to 28/07/26

If your order number begins with 4, you must add PS before the number before entering it in the portal corresponding to your country.

For example:

Original order number: 4XXXXXX
Number you must enter: PS4XXXXXX

Germany, Austria, Luxembourg and the Netherlands

For orders placed up to 28/07/26 whose number begins with GE, you must request the return here.

For orders placed from 29/07/26 onwards whose number begins with 201, you must request the return here.

Switzerland, Norway and countries outside the European Union*
 

Order number beginning with GE

Order number beginning with 201 

*The return must be arranged exclusively through the shipping service indicated in the portal.

Important: always use the portal corresponding to the country, purchase date and first digits or letters of your order number. If you enter your order into a different portal, the system may not be able to locate it.

Return costs

Returns and exchanges from Spain

The first exchange in Spain is free of charge.

Returns from Spain are free of charge, except in the following cases:

• Bridal or Occasion items are subject to a return fee of €4.95, plus €1 for each additional occasionwear items returned.
• Items purchased as part of a Promotion have a return cost  of €3.95.

These amounts will be deducted from the final refund.

Returns from outside Spain

Return shipping costs are the customer’s responsibility.

To ensure that your request is registered correctly, you must always submit it through the returns portal corresponding to your order.

European Union countries

You can arrange the return shipment in one of the following ways:

• Using our UPS returns service. The corresponding amount will be deducted from your final refund.
• Using a courier company of your choice and paying the shipping cost directly.

You can consult the rates for our UPS service in the price table available Here.

If you decide to return your order using a courier company of your choice, we recommend tracking the shipment until its 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.

We recommend choosing a service that:

• Provides shipment tracking.
• Includes multiple delivery attempts.
• Delivers during business hours.
• Delivers the parcel directly to our warehouse and not to a collection point.

Countries outside the European Union

The return must be arranged exclusively through the shipping service available through the returns portal.

Returns sent independently will not be accepted.

Return shipping costs and any applicable customs charges must be paid by the customer.

Important! All Occasion items have a return tag attached to the lower side of the garment. Without this label, we will NOT be able to accept an exchange or return.

Can’t find your order or have any questions? Please contact our Customer Service team. We will be happy to help!