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Make the return through one of the 2,900 Post Offices in Spain! 




For orders received outside of Spain, please see below return conditions and send an email to

• You have 14 calendar days from receiving your order to request an exchange / return on the portal. Find the link below!

• When you finish the link form, print the generated label and paste it into the box - for orders to Spain only! Take the package to the Post Office you have selected in the form, do not miss more than 5 days because it will be canceled!

• In case of tare or damage to the garments purchased, you have 48 hours from the receipt of the order to communicate it through . 

Shoes must be returned with the original box intact and its contents in perfect condition. In case the box has any damage or breakage and our team is not notified of it, the cost of the amount to be refunded will be deducted.

• Remember that shipping costs are NOT refundable.



You have 14 days from when you receive your package to start the exchange or return request. 

Please send us an email to indicating your order number and the references you wish to exchange or return. We will contact you via email to give you all the information you need. 

In case of an exchange or return from outside Spain, you will have to take care of sending the package to our warehouse.

Once we receive the package in our warehouse and we check that the items are in good condition, we will proceed to refund the amount through the payment method used in the purchase. The refund will be made within 10 days of receipt of the package in the warehouse. If after this time you have problems with the refund, please contact us.




   Spain: FREE | € 2.95 if any other change or return on the same order has been previously managed.

   Balearic Islands: FREE | € 5.95 if any other change or return on the same order has been previously managed.

   International: At the customer's expense. 


   Spain: FREE | € 2.95 if any other change or return on the same order has been previously managed.

   Balearic Islands: FREE | € 5.95 if any other change or return on the same order has been previously managed.

   International: It is borne by the client.

Remember that when we refund the amount of your order, the shipping costs are NOT refundable.



Here we explain the process in more detail, please do not skip any step so that the return is processed correctly.

1. Enter the returns and exchanges portal through the link that is sent by email once you receive the order. (Remember that after 14 calendar days since you receive your package the link is no longer active).

2. Enter the Zip Code and Order Number (the order number arrives by email once the payment is confirmed, it is 5 digits).

3. Indicate the products you want to Exchange, Return or Claim.

           * In case of claims for erroneous product or defective product, it is necessary that you send us photos of the product within 48 hours of having received it with the order number. We will contact you as soon as possible to solve the problem. If we do not communicate it in this period, the return or withdrawal due to tara / damage will not be accepted. 

4. If you want to make a change, please write in the box the reference or name of the item you want to change and the item indicating the size you want to receive. If you request a change of an amount greater than the amount you have paid, we will contact you at the time we manage your request so that you can pay the difference. If within 24 hours we have not been able to locate you, the change will be canceled and we will proceed to the refund.

5. Confirm the reasons for exchange, return or claim.

6. Once the process is finished, print the label. Remember that you have 5 business days from the completion of the online form to deliver your package to the selected Post Office. After this time the label will be canceled.

7. Enter the RETURN SHEET that we send you next to your order inside the package and close the box correctly so that the contents do not arrive damaged, otherwise, we will not be able to make the refund. 

8. Stick the label outside the box and deliver the package to the selected Post Office. Remember that if you select the option to deliver your exchange or return package in CityPaq you must be registered on the website.


In times of sales or promotions such as Black Friday, the exchange and return processes will be slower, we ask for patience, we promise to do everything possible to meet your request as soon as possible! 

Purchases made with GIFTCARDS may be exchanged or returned. The refund of the amount will be made by another GIFTCARD, if more than the amount has been paid this will be returned to the same payment method used. 

Polín et moi reserves the right NOT to accept returns of:

  • Garments without labels, used or in poor condition. 
  • Striped, stained, worn or used soles.
  • Footwear in broken boxes or different from its original state
  • Jewelry and hair accessories (headbands, hats, etc.).
  • Outside the return period.
  • Garments in our warehouses without prior authorization from the Polín et moi team