FAQ
Questions about our products or service? Here you'll find the answers to the most frequently asked questions!
Shipping & Delivery
When will I receive my order?
When will I receive my order?
Delivery times vary depending on the delivery method.
For Expedited Delivery, the delivery time is between 8 and 15 days after the order has been processed.
For Free Delivery, the delivery time is between 35 and 45 days after the order has been processed.
The order processing time is between 4 and 5 days (regardless of the delivery method chosen at checkout).
How do I track my order?
How do I track my order?
As soon as your order has shipped you'll receive an email with a tracking code. You can use it to follow your order on the Track your order page on our website.
Do I have to pay for shipping?
Do I have to pay for shipping?
That depends on the delivery option you choose.
If you select the ‘Free Delivery’ option at checkout, you won’t be charged any delivery charges!
If you select the ‘Express Delivery’ option at checkout, you’ll be charged an additional delivery fee. The delivery charge will be calculated based on the order total. You can check the exact prices in our delivery policy.
I received several tracking codes, why?
I received several tracking codes, why?
For large orders we sometimes split the order into two or more shipments to save costs. No worries! The delivery time may vary slightly per shipment.
Returns & Refunds
How long can I return my order?
How long can I return my order?
You can return your order within 14 days after receipt.
How do I return an order?
How do I return an order?
You can register your return by emailing info@polettive.com or by filling in the contact form.
Do I have to pay return costs?
Do I have to pay return costs?
Yes and no. If you return your order because you changed your mind, POLETTIVE does not reimburse the return costs.
If you return the item because of a problem with your order, such as damage or a defect, POLETTIVE pays the return costs.
When will I receive my refund?
When will I receive my refund?
The full purchase amount is refunded within 3-5 business days after we receive the return.
Payments
Will I receive an invoice for my order?
Will I receive an invoice for my order?
Yes, after placing an order you'll receive an email with the invoice attached. Didn't receive it, or did something go wrong? Please contact our customer service.
Are there fees for a specific payment method?
Are there fees for a specific payment method?
No, we don't charge extra for any payment method. All costs are clearly shown at checkout.
Other questions
I entered the wrong address when ordering, what now?
I entered the wrong address when ordering, what now?
If you entered a wrong address or your address contains errors, please contact our customer service right away. Once you give us the correct address we can adjust it manually in our system before the order ships.
What should I do if I haven't received a confirmation email?
What should I do if I haven't received a confirmation email?
If you haven't received a confirmation email, something went wrong in our system. Please contact our customer service and our team will resend the confirmation email manually.
Do you offer a warranty?
Do you offer a warranty?
Yes, we offer a standard 1-year warranty on all orders!
How do I use a discount code?
How do I use a discount code?
If you received a discount code, you can apply it by entering the code at checkout.
How do I stay informed about promotions and discounts?
How do I stay informed about promotions and discounts?
Subscribe to our newsletter and you'll receive updates on current promotions and discounts!
Didn't find what you were looking for? Contact our customer service: we're available Monday to Friday from 9:00 a.m. to 6:00 p.m. and at the weekend from 9:00 a.m. to 3:00 p.m.
