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How to make a return or exchange

In Spain (First free exchange or return procedure*)

Spain returns portal (click here)

Rest of the world: (Processing, shipping and cost is borne by the customer*)

Foreign returns portal (click here)

*Except products with special discounts such as BlackFriday, VIP discounts or FlashSale. You can know the conditions in the PROMOTIONS section.

General conditions of returns

Shipping costs or customs costs are NOT refundable.

In case of defects or flaws in the garment(s) purchased, you have 48 hours from receipt to communicate to notify us using the following form.

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

- Garments different from their original state (without labels, used or in poor condition)

- Striped, stained, worn or used soles.

- Footwear in broken boxes or different from their original state

- Jewellery, gloves and hair accessories (headbands, hats, hats, scarves etc).

- Stationery products (mugs, notebooks or pen)

- Outside the return period.

- Garments in our warehouses without prior authorization from the Polín et moi team

- Return packages pending customs payment, shipping or cash on delivery method

PROMOTIONS

IMPORTANT! The return of orders with a discount or promotion has special conditions.

The return of Black Friday discounted orders, or VIP discounts will have a cost of € 3.95 that will be deducted from the total amount to be refunded.

The return of orders with Flash Sale discounts has a return cost of € 3.50, which will be deducted from the total amount to be refunded.

In both cases, the first change procedure will be completely free. In the event that, at the time of processing the change, there is any difference in amount, we will contact you to pay the remaining amount, . The deadline to request an exchange or return continues to be 14 calendar days from when you receive the package at home.

What is the exchange or return period?

The deadline is 14 calendar days from when you receive the package at home to request the change or return through the Online portal.

Have you received an item with a tare?

If despite passing our quality controls, you have received a poor quality product, do not hesitate to contact our team by email, attaching a photo: [email protected] 

We will review it and contact you as soon as possible :)

How can I request an exchange/return?

In Spain: 

Accessing our online portal:

https://polinetmoi.shipping-portal.com/rp/

1. Enter order reference and postal code

2. Select the garments you want to exchange / return
* In case of change, tell us the garment and size you want to receive back in the box

3. Select the delivery point that can best come (Also whenever you prefer, you can deliver the package at any post office within your same location)

4. You will automatically receive by email the label to PATE outside the ORIGINAL BOX

5. Insert the garments inside along with the RETURN SHEET

6. Deliver the package in the next 5 business days

Ready!!

We will process your exchange (provided it is available on the web) or return within 10 working days of receipt in our warehouse. In case you have requested an exchange and that garment is no longer available on the web, it will be returned and automatically refunded through the same payment method.

Do not worry, you will receive a confirmation email once any procedure has been completed.

Outside Spain

Returns or exchanges made from outside Spain, must be managed by the customer, assuming the shipping and management costs of the same.

You must complete the form on our international returns portal https://polinetmoi-international.shipping-portal.com/rp/ .

1. Enter order reference and postal code

2. Select the garments you want to exchange / return
* In case of change, tell us the garment and size you want to receive back in the box

3. Select the option return in store and copy the address of our Warehouse (indicated at the end of the form)

4. Send the box to our warehouse within a maximum period of 5 days from completing the form.

5. Insert the garments inside the box along with the RETURN SHEET

Ready!!

We will process your exchange or return within 10 working days of receipt in our warehouse. Don't worry, you'll receive a confirmation email once it's done.

Important! We do not accept return packages with outstanding charges or cash on delivery methods. Make sure you send the return package without paperwork or pending costs.

How do I prepare my order to be returned?

It is important to introduce the garments to be returned in the original box along with the return sheet (or delivery note). Finally, stick the label on the outside and make sure it is as well packaged as possible :)

Are there any return/exchange fees?

In Spain, the first process of exchange or return of an order is TOTALLY free. * (Except for guest garments with the FLASH SALE discount that would cost € 3.50).

In case of managing more procedures, € 3.50 would be charged

Returns from outside Spain are borne by the customer. The first change management is free. In returns of orders with garments with special discounts such as BlackFriday (€ 3.95), VIP discounts or FlashSale (€ 3.50)

Please remember that shipping costs are non-refundable.

When will I receive my change?

From the moment the order to be exchanged is received in the warehouse, the Returns Team has a maximum period of up to 10 working days to manage the change.

Once the change is managed, a new order will be created. When it is sent you will receive an email with the new tracking number.

Can it be returned in store?

At this time, this method would not be available. Any procedure of change, return or claim of an order placed through our website, must be managed directly with us online!

International orders must select the "Return in store" option when completing the form in order to copy the address of our warehouse and send the package.

Do we give money backs?

Of course!! We make the refund of the amount through the same payment method with which the order was placed. 

Please note that BlackFriday and FlashSale orders are subject to a return order charge.

*In case the order has been paid via APLÁZAME, we will refund through this same platform. From Aplázame, they will do the calculation to adjust or cancel the financing :)

By requesting an exchange, is there a difference in the amount to be paid?

Do not worry, since we can process the change, we will contact you to manage it :)

How long does the refund take?

Once the package has been received in warehouse, the term with which we work is up to 10 working days to process the exchange or return. Do not worry, you will receive an email confirming your entry into the warehouse and another once the refund has been processed correctly.
* In times of sales the process may be a little slower, please be patient!

The time that may exist between when we make the refund (receiving the confirmation email) and that you can receive the amount in account, may vary depending on the payment method:

  • Card: 5-10 business days (depending on bank)
  • PayPal: 5 working days
  • GooglePay: 5-10 business days
  • Aplázame: Up to 10 days (From Aplázame, they will make the calculation to adjust or cancel the financing)

I haven't received my refund

In case the period of 10 days has passed since we received your order in warehouse and you have not been able to receive the refund, do not hesitate to contact us to review it immediately :)

Problems with the return label

If you have problems with the label, your address may be very long! Try editing your address to make it shorter. If this does not work, write to [email protected] informing your order number and products to return or exchange, the girls will contact you soon.

Can a purchase made with a GIFT CARD be exchanged/returned?

Of course! The refund of the amount will be made by another GIFTCARD, if more than the amount has been paid it will be returned to the same payment method used.