We hope you love your purchases from Pole Junkie but we understand that sometimes you need to return an item for an exchange or refund.
If you need to return an item, please send it back unworn and unwashed within 14 days of receipt. While we understand you may need to try garments on, please ensure all items are tried on with underwear and are not damaged by the transfer of make-up or deodorant.
1. CHECK OUR RETURNS POLICY
Make sure the items you want to return meet our Return Policy requirements (See below Returns Process)
2. COMPLETE OUR RETURNS FORM
Returns forms are included in all orders or can be downloaded here. Please ensure the whole form is completed - if you do not include your name and number on your form them we will be unable to process your refund.
3. SEND IT BACK
Ensure your return is packaged neatly, fully sealed and the returns address is clearly visible. Don't forget to enclose your fully completed returns form - if you do not include your name and order number then we will be unable to process your refund.
Send your package back to us at the following address:Returns
93-97 St Georges Road
The customer is responsible for their returned items until they are signed for at Pole Junkie HQ so we advise you to send your return using a recorded or tracked service and retain proof of postage in the unlikely event of loss.
The costs of returning a non-faulty item is payable by the customer and are non-refundable. If you are asked to return a faulty item, please return the item to us using an Economy service and send us an image of your receipt. We are unable to refund Express or premium postage costs.
5. RETURN PROCESSING
Once we have received your returned items, we aim to process it within 72 hours.
If you have requested a refund, you will receive an email confirmation stating we have received your items and that we have processed your refund. Your refund will be to the same account from which you paid unless you request a giftcard to the value of your return. Please allow 5 working days for the funds to arrive back in your account before contacting us.
If you request an exchange, you will receive an email despatch confirmation of the new items you have requested. If the new item(s) you have selected are more expensive then we will invoice you for the difference in price. Exchanged items are send free of charge within the UK (one exchange per customer), however exchanges requested from out with the UK are subject to a delivery fee dependant on the customers country of residence.
We have a very thorough checking process for returns and if any returned item is not considered to be in re-sellable condition (see the Return Policy below) then we will email a declined return confirmation and return the items to you via an economy postage option at our own expense.
You will be eligible for a refund if you meet the following criteria:
- Your returned items are received within 14 days of you receiving your original order.
- Item(s) must be unworn and unwashed with all tags still attached (We appreciate that Bad Kitty items need to be removed from their plastic packaging to be tried on). For obvious reasons we do not refund items that have been worn, washed or soiled.
- Item(s) must be accompanied by the fully completed returns form. Without your name and order number we will be unable to process your return.
- All shipping costs must be pre-paid by the customer
We try to accommodate all exchange requests but if the item you request is out of stock when your return is processed we will contact you via the email address provided by you when you placed your order. If we do not receive a response within 7 days, we will refund the items returned.
In the unlikely event that there is a problem with your order, contact us within 7 days of receipt. While we have a very strict quality control policy, occasionally faulty items can slip through.
Contact us at firstname.lastname@example.org with the subject line "FAULTY ITEM". Please include a clear picture of the fault and a note of your name and order number. We will do our best to ensure that the issue is resolved to your satisfaction as a matter of urgency. We will send replacement items via the same or an alternative faster method of delivery as the original order.
Please do not return a faulty item to us before contacting us. All suppliers have different protocol and we may not require it to be returned at all.
RETURNS SHIPPING COST
We not do refund the cost of shipping on any return items unless the item is damaged, faulty or an administrative error has occurred on our behalf. This does not restrict your statutory rights to return faulty merchandise.
RETURNS ON ORDERS QUALIFYING FOR FREE SHIPPING
If you order above the free shipping threshold and then return items that take you below the threshold you will be charged a the standard shipping fee which will be deducted from your refund total.
UK - £3.70
Germany - £7.20
Switzerland - £10
All Pole Junkie orders purchased during the month of December as Christmas presents can take advantage of an extended Christmas returns period. If the item(s) you wish to return meet our Return Policy then you may return them up until the 15th of January.
All shoes must be unmarked (without scuffs), unworn and in new condition. We recommend trying your shoes on in a carpeted area to avoid making them ineligible for a return.
Returns are typically processed within 72 hours of receiving the item. Refunds will take from 2-7 business days after your return has been processed depending on the bank / card provider involved.
The following items are nonreturnable:
If UK customers select the free shipping option for orders over £75 return items taking them below this threshold, the £3.50 shipping charge will be deducted from their refund total.
RETURNING FROM OUT WITH THE EU
When completing the customs declaration form, ensure you write "returned goods" and mark as zero value. Customs are only due on commercial items from supplier to consumer (i.e. from Pole Junkie to you) and we can not be liable for incorrect customs charges. If you do not do this and we receive a customs payment request, your package will be rejected and returned to sender.