Returns

 EXTENDED ONLINE CHRISTMAS RETURNS 

For online purchases made from the 1st to the 24th December 2017 customers have 60 days to Freepost return their items for a full refund. Perfect for Christmas shopping!

HOW TO RETURN AN ONLINE UK ORDER:

1. You must enclose the returns slip attached to your delivery note, detailing the item(s) being returned, quantity, reason for return and if you would prefer a refund or exchange* 

2. You need to follow the instructions within this link to generate a label for our free tracked returns on the Royal Mail website. 

No Printer? No problem. Once you've followed the steps in the link above, Royal Mail will email you a copy too! If you do not receive a notification from Royal Mail, please check your junk email folder. Royal Mail can print the label for you in one of their Royal Mail Customer Service Points (instructions on locating your nearest RM Service Point will be in your email. Local Post Office's are not able to print the labels).

3. Please note that it is your responsibility to ensure the parcel is returned to us, we strongly suggest that you obtain a proof of postage receipt from the Post Office when you return it.  

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. *If you want to exchange an item quickly, we recommend you return your item for a refund and repurchase the desired item in the meantime as this will avoid the wait time and greatly reduce the risk of your item(s) going out of stock. 
If you need any help with this or have a query contact us at cs@polarnopyret.co.uk with your order number.  If you want an update on a return you've sent back, email us with your order number, items returned and a photo of your proof of postage.

WHICH ITEMS CAN I RETURN?

All items returned must be unworn and unwashed and still have their original tags. 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 via the Freepost address. ❄ For online purchases made up from the 1st to the 24th December 2017, customers have 60 days to return their items for a full refund. ❄ 

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 voucher or an exchange (subject to stock). This applies to online orders returned to our online team via the Freepost address.

If you have a faulty item, please email our customer service team via cs@polarnopyret.co.uk  Include your order number, product/item number, and a photo(s) of the fault. Our customer service team will be happy to help. 

HOW MUCH WILL I BE REFUNDED?

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

CAN I RETURN AN ONLINE ORDER TO ONE OF YOUR STORES FOR AN EXCHANGE? 

For an exchange only you can return items to one of our solus stores in Tunbridge Wells, Stratford, White City or Cambridge. You must take your delivery note with the item(s). All items returned must be unworn and unwashed and still have their original tags. You cannot return any items bought online to a House of Fraser, Fenwick or John Lewis concession. For store details click here >

Our store teams cannot process a refund against any online orders. If you would like a refund, please return using the Freepost address at the top of this page.

I HAVE BEEN GIVEN A GIFT BOUGHT ONLINE I WISH TO RETURN, HOW CAN I DO THIS?

If you have an unwanted gift please email us at cs@polarnopyret.co.uk and we’ll send instructions on how to return it. If you don’t have the receipt we’ll offer you an exchange or online voucher for the value of the last known selling price of the returned items, provided that they are returned unworn, unwashed and in re-saleable condition.

If you are returning a parcel from Ireland please visit our Irish website www.polarnopyret.ie/returns

DELIVERY INFORMATION >