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.

Although, we are a Swedish brand, customers who live in the UK and Ireland will not incur any duty costs when purchasing from polarnopyret.co.uk or polarnopyret.ie

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 an update on a return you've sent back, then contact us with your order number and Royal Mail returns tracking number. If you need any help, get in touch with Customer Service be sure to include your order number in any correspondence.

Any 'new' items purchased from our website, you have 90 days and all items must be returned unworn, unwashed and still have their original tags. This applies to online orders returned to our online team via the Freepost address.

Any PO.P Second Hand items purchased are subject to only a 14 day returns period, and all items MUST be sent back in the same condition as they were received, complete with tags. Any items received back further worn, without tags and unwashed will be rejected and returned to you.

Digital Gift Cards can not be returned or refunded.

To help you, we will need the following information:

Order number
Product/item number (found on swing ticket or washing label)
Photo(s) of the fault.
Please email this info to our Customer Service team via theteam@polarnopyret.co.uk and we'll be happy to help!

You will be refunded the full price that you paid for the goods if the items are returned within 60 days with the tags as new. 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. Please note that any shipping charges are non refundable.

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 Fenwick or John Lewis concessions.

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

If you have an unwanted gift please get in touch with Customer Services via our contact us page and we’ll send instructions on how to return it. If you don’t have the delivery invoice we’ll offer you an 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.