UK Standard delivery Charges:
- Order value under £30, delivery charge £3.00
- Order value over £30, delivery is FREE
WHICH COURIER DO YOU USE?
We use Royal Mail for UK and Ireland orders. We also use DPD as our express courier, more information on DPD deliveries can be found here.
DO YOU SEND TO BFPO ADDRESSES?
Sorry, but we cannot currently send orders to BFPO addresses.
CAN I CHANGE A PLACED ORDER?
You can request to cancel the order HERE and we will do our best to prevent the order from being shipped. However it is not always possible to stop an order once it has been placed. If your order has been dispatched, you will need to return the goods (see How to return an item online)
I HAVE NOT RECEIVED A CONFIRMATION EMAIL AFTER ORDER PLACED
Please check your email settings as the email may have been sent to your spam trash folder. Also you can login to YOUR ACCOUNT and look for information there. If you do not find your email or the information at your account, please contact us HERE.
When your order is dispatched from our Warehouse, we will send you an email to confirm that it's on its way. From there it should be delivered within the timescale we advertise. UK orders are traceable from when they are dispatched, you can check its progress by logging into your account HERE. We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Service Team.
When you register, you will be asked to provide an address for your account details. You can also add an alternative address here. You will also be given the option at the checkout if you would like to change the delivery address of your order. Unfortunately we cannot change the delivery address after an order is placed. If you are not in when our courier attempts delivery, they will leave a note telling you where you can collect your parcel or how to rearrange delivery with your local depot.
We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you. By sending us an email to Customer Service with a description of the fault, we will get back to you with help as soon as possible.
If you have received an incorrect item in your order, please let us know straight away by contacting Customer Service and asking them to look it.
Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change.
If an item in your order is missing, check your dispatch emails to see if it was out of stock. If out of stocks occur, we will inform you in your order dispatch mail about this. Of course if this happens no payment of these goods is taken. The delivery note will state which items are in this part of your order. Please check the delivery notes from each part of your order to make sure you are not missing anything. If something is missing and you have questions about this, please get in touch withCustomer Support.
If your order has not arrived within 15 days of your order dispatch date please Customer Service. We will need an electronic (emailed) signed letter confirming that your order has not been delivered.
OUR ONLINE RETURNS POLICY
HOW TO RETURN AN ITEM ONLINE?
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 the address below.
Polarn O. Pyret
Boughton Industrial Estate
Please note that it is your responsibility to ensure the parcel is returned to us, we strongly suggest that you obtain proof of postage from the Postal Office when you return it.
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.
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.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
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.
CAN I RETURN AN ITEM TO ONE OF YOUR STORES?
Yes you can return items bought online to our full Solus stores only (Westfield White City, Stratford, Windsor, Cambridge and Tunbridge Wells).
You have 30 days for full priced items and 14 days for sale items. Our stores will be happy to help you with a refund or organise an exchange.
Please note you CANNOT return any items for a refund or exchange in House of Fraser, Fenwick or John Lewis Concessions. You can find a full list of our stores on our website Store Locator.
Our stores are not able to process any refunds if you have paid using PayPal, these orders must be returned to our online team.
If returning to a store YOU MUST TAKE WITH YOU YOUR DELIVERY NOTE and original payment card.
CAN I RETURN ITEMS BOUGHT IN STORE TO YOUR ONLINE SHOP?
You can return items bought from our Solus stores (Westfield White City, Stratford, Windsor, Cambridge and Tunbridge Wells) to our online shop and take advantage of the freepost returns address above.
All items must be unworn and unwashed and you must ensure that a copy of your original receipt is included in the parcel and include your name, address, email and telephone number.
Please note we are only able to refund with a voucher code for the value of the item according to the store receipt.
Items bought in a concession must be returned to the host store.
Please contact email@example.com if you require further details.