Delivery Information

We can't amend any order contents after a customer has placed their order.

If you want to CANCEL your entire order, please contact us with your ORDER NUMBER as soon as possible to request a cancellation. Please note, depending on where your order is in our packing process, we CANNOT guarantee we will be able to cancel it but of course we will try our best.

If this is not possible as your order is too far down the packing route or has already been dispatched, we do have a tracked freepost returns system. Each order will arrive with a tracked returns label you can use to return the items for a full refund.

I have not received a confirmation email after placing my order.

Please check your email settings as the email may have been sent to your spam or junk 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 on theteam@polarnopyret.co.uk

Please follow the tracking link provided in your dispatch email from us. This will show the location and delivery status of your PO.P parcel.

Standard delivery with Royal Mail tracked will show when your parcel was delivered or if it's at your local delivery office for collection.

Express delivery with DPD tracked will show where your parcel was delivered to and who signed for it.

You can contact the couriers directly with your tracking number to rearrange delivery. Get in touch via theteam@polarnopyret.co.uk with your order number if you still can't locate your parcel.

We must be informed of parcels not arriving as soon as possible, for the UK it must be within 16 working days from the date of despatch. Failure to do this can affect our ability to trace the parcel and issue any refund due. Refunds or replacements will only be issued after 16 working days and only if the parcel is deemed lost in transit by the relevant delivery company.

Quite often, two items are sealed within the same plastic bag. We recommend that you remove all protective packaging as some items can be hidden from immediate view.

Every item sold through Polarn O. Pyret UK & Ireland is thoroughly checked for faults before it is sent to our customer, however, if the product is damaged or items are missing from your order on receipt, we must be informed as soon as possible. We always strive to provide the best service, but sometimes we can make mistakes. Please feel free to contact us at theteam@polarnopyret.co.uk and inform us of any damaged, faulty or missing products from your order. If you report the problem to us under this condition, our only obligation will be either to be replace any products that are damaged or defective; or to refund to you the amount paid by you for the product in question. Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

We will not be liable to you for any indirect or consequential loss, damage or expenses howsoever arising out of any problem you notify us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the Products in question in accordance with these Conditions.

If your parcel has sadly not made it to your address and returned to us, as a goodwill gesture we will resend this back to an address of your choice free of charge. We will notify you with an email when your parcel lands at our warehouse. If you do not reply following our email after 30 working days we will automatically issue a refund for your order.

Sorry, but we cannot currently send orders to BFPO addresses.