FAQ

Welcome to our Customer Service help section. Here, you'll find all the answers to our most common questions.

Delivery FAQ's

Standard UK Delivery

We are currently offering free standard delivery on all orders.

We use Royal Mail Tracked service for standard delivery.
Your parcel will arrive 3-5 working days after dispatch*. Your parcel will NOT require a signature.
For orders under £40 the delivery charge £3.95
For orders over over £40 the delivery is FREE
If you want to order for delivery in Ireland, please visit our Irish website www.polarnopyret.ie

Express UK Delivery

DPD Next working day delivery* within the UK is £5.95 (order by 3pm)
DPD Saturday delivery within the UK is £8.50
DPD for orders over £300 is FREE

DPD Same Day Dispatch - Order by 3pm on Monday to Thursday for Same Day dispatch. Deliveries will be made within next 48 hours on a working day. Delivery times are between 8am - 6pm. Please note that any Same Day Dispatch orders placed before 6pm on a Friday will be delivered the next working Monday-Tuesday. If you order on a Saturday or Sunday, you will receive your order the following Tuesday.

DPD Saturday - Delivery can be placed on any day and at any time before 3pm Friday. E.G Customers can place an order on a Monday and we will delivery it on the Saturday.

* Sadly we are not able to ship with DPD Express to postcodes that begin with DPD Express; HS, PH, IV, KW, ZE, GY, JE, IM, or BT

Can I amend my order?

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

Where do I track my order?

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.

My Parcel is lost, what do I do?

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.

I have missing or damaged items, what should I do?

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.

My parcel has returned to sender, what happens next?

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.

Do you send to BFPO addresses??

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


Returns FAQ

Returns Information

All returned items must be unworn, unwashed and still have their original tags. Usual terms apply. Read further below for how to return your item(s). Store returns may vary, please contact your nearest store for full terms and conditions.

We appreciate that buying useful and beautiful gifts of clothing for somebody else’s children can be tricky if you haven’t seen them for a while. We encourage you to find out the child’s height or length in cm and you should be on target with our size guides. If it’s still not right then the recipient can return gifts bought online in exchange for an online voucher for the current selling price unless accompanied by a order number or receipt. All returned items must be unworn, unwashed and still have their original tags.

Royal Mail free tracked returns

Included on every delivery note for our UK orders is a Tracked Royal Mail returns label. All you need to do is package up the items, fill in the returns information on the delivery note and add the label on the front of the parcel.

We always ask for you to obtain a proof of posting, just in case.

No longer have the delivery note?

If you don’t have the delivery note any longer, simply write a note with your name, order number, item code(s) being returned and reason for return and add it to your return parcel. Now click this link to generate a label for our free tracked returns on the Royal Mail website and follow the easy steps to email your label to yourself (or a friend) to print. We would always ask for you to obtain a proof of posting, just in case.

Currently we are unable to offer an exchange. If this size isn’t quite right and to avoid the disappointment of stock selling out, we would suggest that you purchase the correct size and we’ll simply process the refund once the item(s) are received.

Any more questions? Contact us at theteam@polarnopyret.co.uk

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 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.

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 60 days of receipt for a full refund. This applies to online orders returned to our online team via the Freepost address.

You can return any sale items purchased within 60 days of receipt for a full refund. This applies to online orders returned to our online team via the Freepost address.

I have received a faulty/incorrect item

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!

How much will I be refunded?

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.

Can I return an online order to one of your stores?

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 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.

I have been given a gift I wish to return, how can I do this?

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.


General FAQ

Do I need an account to shop with you?

Simple answer - no. Some customers like to though!

When you order with us, the site automatically sets up an account. After finishing your purchase, the order receipt is sent to you with a login in to follow your order. It is free for you to use. You can choose to be a 'not logged in' customer. You can sign up right now, or you can start shopping straight away and set up your account when you check out. Just follow the steps on the screen and remember to have your payment details to hand.

Can I buy these items in a store?

Some of the products on this site may not be available in every store. Please call the store to find out whether your desired item is available before you go there as the inventory can change from minute to minute.

Which countries do you ship to?

We deliver Polarn O. Pyret to addresses in the UK and Republic of Ireland only, and you will need to make your purchase using polarnopyret.co.uk or polarnopyret.ie respectively.

Can I cancel or change my order?

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 return label you can use to return the items for a full refund.

How do I change my account?

Once you have signed up, you'll be able to log into My Account any time you want. This is where you go if you want to change your password, email address and delivery info. If you haven't visited us in a while, it's worth checking My Account to make sure all your details are up to date.

Can I talk to someone about my order?

Please use the Contact Us form and send us a message including your telephone numbers that you would like us to call you. We will contact you within one working day (excluding public holidays). Alternatively, give us a call on 0345 340 4900 Monday to Friday 9am-5pm or if you see us online, please use our customer chat function.

I have a discount code or online voucher, where do I use it?

Your voucher/discount code can be applied at the checkout on every step between the cart page and completion. Please note only one discount voucher offer can be used per order. Please always check further terms and conditions supplied with the code in the email or catalogue you received. Vouchers cannot be used in conjunction with any other offers and unless otherwise stated, exclude sale items.


The PO.P customer service team are here to help from Monday to Friday 9am-5pm! You can get in touch on email using theteam@polarnopyret.co.uk or using our online chat button found on every page of the website.