How to request an exchange outside Spain?

Do we accept exchanges at Polín et moi?

Of course we do and we try to make the process as simple as possible.

Here’s everything you need to know about requesting an exchange and the options available to you when exchanging an item with Polín et moi.

Exchange request period

The first thing you need to know is the timeframe for requesting an exchange.

If you are requesting an exchange from one of the countries where this service is available, you have 14 calendar days from the date you receive your order.

We are currently unable to offer exchanges in Australia, Chile, Mexico, Norway, Switzerland, the United Kingdom (UK), the United States (USA), or in any other destination where the exchange service is not available. In these cases, you may only request a return and the corresponding refund.

You can find all the information about returns here.

How do I request an exchange?

You can request your exchange through our returns and exchanges portal. The process is quick and simple and only takes a couple of minutes.

Simply access the portal and complete the form with the information requested.

You can access the international returns and exchanges portal by clicking here.

If the exchange service is not available in your country, you will only be able to request a return and the corresponding refund. You can access the relevant returns portal by clicking here.

Is there a cost for making an exchange?

At present, the cost of returning the item you wish to exchange is the customer’s responsibility and may vary depending on the country from which the return is made.

Once your return has been received and processed, shipping the replacement item for your first exchange will be free of charge.

Please see below for the countries where exchanges are currently available and the applicable return shipping fees for each destination:

If you need to request a second exchange, or return an item received as part of an exchange, additional charges will apply. In this case, we recommend contacting our Customer Service team so we can help you with the request.

Please note that your exchange order will not be created until any price difference between the items, if applicable, and the corresponding return shipping costs for your country have been paid.

*Payment must be completed immediately in order for your exchange order to be created. If payment is not completed, the order will not be generated and the selected item may sell out.

We have a maximum period of 10 business days to register your exchange, confirm availability of the new item in your requested size, and contact you with an update on the status of your request.

Don’t worry our team will always do its best to process your exchange as quickly as possible.

How do I send back the item I want to exchange?

It’s simple: prepare your parcel, making sure the item is in good condition and the package is securely sealed. Attach the return label we will send you once you have completed the form, and take the parcel to the corresponding post office or drop-off point.

We’d like to remind you that we are always attentive to your needs. If you have any problem with our forms or need more help or information, contact us here and our customer service team will gladly help and guide you step by step through the whole process.💗️