Frequently Asked Questions

QUESTIONS ABOUT MY ORDERS

At Polopre we take pride in our quality products and we value you, our customers. If at any time you feel our products do not meet your requirements please contact us support@polopre.co.uk within 30 days of receiving your order to request a refund. We aim to respond to emails within 2 hours during working hours 08:00 - 18:00 Monday to Saturday.

 

Q. How do I track my order?

A. When your order is tracked, you'll get some notifications from us as well as our delivery partners. You'll receive an email with updates regularly and invoice so keep an eye on your inbox. You may also get a call from our delivery team for large purchases should they need to arrange a time to deliver and depending on purchase email or SMS notifications.

Q. Can I see the status of my order in My Account?

A. We try to simplify the process as much as possible for our customers, we do this by sending you regular updates of your order status to your email so keep an eye on your inbox, we do this to take away the trouble of you having to regularly log in and out to find out what is happening.

Q. How do I add items to my cart?

A. Simply find the product that you wish to purchase and use the "Add to Cart" button. Items that are sold out may not be able to be purchased and will display a "Sold Out" or ''Unavailable'' badge. You can also proceed to your cart and update the quantities, or remove items, from your order.

Q. What payments methods are accepted?

We accept a wide range of payment methods including American Express, Visa, Mastercard, PayPal and certain other payment methods specified on the product page.

Q. How come the site won't accept my address?

A. We ship worldwide, this means the site should be able to accept your address. Please ensure that you insert the full correct address. If you see that this problem persists, do not hesitate to send an email to support@polopre.co.uk. We aim to respond to emails within 2 hours during working hours 08:00 - 18:00 Monday to Saturday.

Q. Can I exchange my order?

A. Absolutely! If you change your mind, received a faulty item or simply chose the wrong one, you can exchange your item. Send us an email at support@polopre.co.uk. We aim to respond to emails within 2 hours during working hours 08:00 - 18:00 Monday to Saturday.

Products must be returned in the original packaging (unless the product is faulty)

Q. How do I get a refund or credit?

A. If your product is faulty or damaged when you receive your order, Polopre will happily, at your choice either replace your purchase with a new item or provide you with a refund. No additional shipping charges will be added to your order and we’ll help arrange for the replacement to be shipped back to us.

For items where an incorrect colour, style or model has been chosen, as long as the item is in its original packaging, Polopre may provide a credit or exchange. No credit or exchange will be issued until the item has been returned and inspected.

Where an exchange is accepted by Polopre, there may be additional shipping charges depending on size.

Where applicable, refunds will be provided via the same form of payment used for your order.

Q. What if I change my mind?

We will give you back your money with no questions asked. That simple.

 

QUESTIONS ABOUT DELIVERY

Q. How much does delivery cost?

A. One of the benefits of buying directly from Polopre, is we try to keep the cost for delivery as reasonable as possible. Delivery prices will be dispayed on the checkout page.

Q. Do you deliver to PO Boxes and Parcel Lockers?

A. We prefer to deliver to your home or office address, however, in certain cases we do deliver to PO Boxes or Parcel Lockers.

Q. Can I get my delivery left at my doorstep or hidden at the back of my house?

A. We prefer to deliver at a common delivery spot at your house such as the doorstep and sometimes a call to call will be left should delivery not be successful. If you strongly advise that you would like your delivery to be hidden at the back of your house then we will do this for you. Please be advised that we will take no responsibility of what happens to your delivery after it has been left at your doorstep or anywhere else.

Q. Do you ship overseas?

A. We ship worldwide. We will get your package to you wherever you are.

Q. How long does it take to dispatch an order?

A. We usually are able to dispatch the same or next day if we receive your order before 11 a.m. Monday-Friday and items are in-stock & fully paid for (eg: credit card payment). Orders received on the weekend may be processed and dispatched on Monday or Tuesday.

During a sale event, we can experience thousands of orders which may mean a delay. Please allow and additional five (5) business days.

Q. How long do deliveries typically take?

A. In the UK, we try to deliver as quickly as possible, sometimes within two (2) business days. This however depends on the stock and levels of availability. Worldwide, we aim to deliver all our orders within 10 - 20 business days.

Note: Should items within your order be out of stock, or payment not cleared, there may be a delay on delivery of your order. Polopre will attempt to contact customers within reasonable time periods if there is a significant delay to an order. If you are requiring partial delivery, please contact support@polopre.co.uk with your order information. We aim to respond to emails within 2 hours during working hours 08:00 - 18:00 Monday to Saturday. Delivery is currently during standard business hours only.

Q. What notifications will I get about delivery?

A. Regular email notifications will be sent out after dispatch.

Q. How come the site won't accept my address?

A. We ship worldwide, this means the site should be able to accept your address. Please ensure that you insert the full correct address. If you see that this problem persists, do not hesitate to send an email to support@polopre.co.uk. We aim to respond to emails within 2 hours during working hours 08:00 - 18:00 Monday to Saturday.

Q. My goods were damaged while being delivered, what do I do?

We understand the disappointment in opening a new product only to see it broken so there are no additional charges for out of box failures to get sent back to Polopre for a refund or exchange. Please contact our team at support@polopre.co.uk to arrange for your order to be exchanged or refunded. We aim to respond to emails within 2 hours during working hours 08:00 - 18:00 Monday to Saturday. Damaged goods must be returned in the condition received by you.

 

QUESTIONS ABOUT YOUR SAVED SETTINGS

Q. What can I save in my Account?

A. Currently you can save your favourite details to make purchasing online easier. We'll be adding more features soon so make sure to check back often and update your subscription information to hear the latest.

Q. Can I save my delivery addresses?

A. Yes! You can save your preferred delivery addresses in your account section. Prefer a gift to be delivered to your home address? It's easy! Simply keep these details saved to your account to help you speed through the checkout process.

Q. Can I save my contact details?

A. Yes! Your new account dashboard will keep all of the Polopre contacts that you need in one place.

Q. Where can I view the privacy policy?

A. You can view the latest version of the privacy policy here , or you can simply search privacy policy in the search box.

Q. Is my information secure?

A. Absolutely, your details are stored with some of the strongest encryption and best practices have been used to make sure your information is secure at all times. Important details like credit card details are encrypted and you can delete this information from your account at any time.