Frequently Asked Questions (FAQ)

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WHICH COUNTRIES DO YOU SHIP TO?

We are bound by our Master Franchise Agreement to only ship to the United Kingdom and Ireland.

DELIVERY TIME AND CHARGE?

Deliveries are made using Royal Mail and may take up to 5 working days from receipt of your order for UK Orders, and could take upto 10 days for Ireland orders. Delivery is Free of Charge for all orders over £30. Otherwise it is £3.00. For Ireland Orders, delivery is Free of Charge for all orders over €50. Otherwise it is €3.00. We also offer DPD as our Express courier, along with Saturday deliveries within the UK (restrictions apply). For full details on DPD, please click here.
 

WHAT PAYMENT METHODS ARE THERE?

You can pay on our website using VISA, MASTERCARD, and PayPal. We also take security very seriously, so your details will be safe with us. All credit and debit card holders are subject to validation and authorization by both us and the card issuer, to maintain security and prevent fraud. We use a secure online ordering systems. 


We utilise a payment solution provider that use industry-standard Secure Sockets Layer (SSL) technology which encrypts sensitive information like your credit card details and so the payment data cannot be intercepted. Information passed between your computer and our payment solution provider cannot be read in the event someone else intercepts it.

I HAVE AN ORDER THAT SHOWS AS VOID/CANCELLED/ABORTED PAYMENT?

This means that the payment was either aborted before completion or the order has not been accepted by our payment gateway. Sadly it is not possible to pay for an order once it has been aborted/cancelled or is void.

To try and place the order again, log into your account and the items will be in your basket to try again. (Subject to stock)

CAN I CHANGE MY DELIVERY ADDRESS?

If your order has not been despatched, you can contact our customer service team to request that it is changed. We may not always be able to do this depending on current volume of orders.

Once your order has been despatched there is sadly no way to update the address.

 

RETURNS

WHICH ITEMS CAN I RETURN?

Full Priced Items

You can return any full priced items purchased within 30 days of receipt for a full refund, and you have up to 90 days to return the items for an online credit or exchange, whichever you prefer. This applies to online orders returned to our online team.

Sale items

You can return any sale items purchased within 14 days of receipt for a full refund, and you have up to 30 days to return the items for an online credit or exchange, whichever you prefer. This applies to online orders returned to our online team.

All items returned must be unworn and unwashed and still have their original tags.

If you have a faulty item, please get in touch with our customer service team via our contact us page.

HOW MUCH WILL I BE REFUNDED?

You will be refunded the full price that you paid for the goods. When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold.

We will refund any postage costs paid on your original order if the complete order is returned.

We try to process returns as quickly as possible; we will notify you by email once your return has been processed. During busy periods this could take up to 14 days from when we receive the goods.

 

WHERE TO RETURN AN ITEM?

When you post your items back to us, please fill in and enclose the form attached to your delivery note. Detailing the item(s) being returned, quantity, reason for return and if you would prefer a refund or exchange. The items will need posting to one of  the addresses below.

For returning items from the UK

Freepost RSUY-AHTK-HBRC
Polarn O. Pyret
Unit 1
Boughton Industrial Estate
Boughton
Newark
NG22 9LD

 

For returning items from Ireland

Polarn O. Pyret
Dept. AA2363
PO BOX 6151
FREEPOST
DUBLIN 2

You can only return items purchased online to store (excluding department store concessions) for an EXCHANGE ONLY. Please take this delivery note with you and our store teams will be happy to help you with your exchange. Our store teams cannot process a refund against online orders. If you would lik a refund, please return using the freepost address at the top of the page.

Please note that you CANNOT return any items bought online to a House of Fraser, Fenwick or John Lewis Concession

Please also note that orders placed using our Ireland website may be returned to our Arnotts concession for an exchange only. Arnotts are unable to refund any items.

I DON'T HAVE A RETURNS LABEL, HOW CAN I RETURN ITEMS?

Simply insert a note into your parcel with your name, order number, contact details and the reason for returning the item. Let us know if you would like a refund or exchange. Print or hand write the Freepost returns address label and post.

 

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

On receipt of your item(s) our returns team will inspect and book the products back in. If a refund has been requested our customer service department will process this ASAP, you should receive an email notifying you of your refund. If an exchange has been requested our team will generate a new order for the requested item(s), you will then be sent a confirmation email and then another email once your replacement order has been despatched.

Other

HOW CAN I STOP POLARN O. PYRET EMAILS GOING INTO MY JUNK FOLDER?

Please add yourteam@polarnopyret.co.uk to your Address Book or Safe Senders List. Also please Click Here for further instructions for some of the most commonly used ISPs:
 

 

 

faq

FAQ

Please take a look among our FAQs, maybe you can find the answer to your question there. Otherwise you are welcome to get in touch with our Customer service team.

Polarn O. Pyret Shops

Contact our stores to get help with questions regarding products and service. Phone numbers can be found under Find a store