POLICY UPDATE DUE to COVID-19
We understand the impact that the Coronavirus pandemic is having on day-to-day life and that you may have difficulty returning a package to us. We are extending our usual 14 day returns period to allow for this disruption. Please contact us at email@example.com if you need assistance.
As we are operating with a reduced warehouse team to ensure social distancing is adhered to, please allow 7 days for your return to be processed. You will receive an email confirming your return/exchange request once it is processed by a member of the team. We appreciate your patience at this time.
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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. While we understand you may need to try garments on, please ensure all items are tried on over 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
You will find a returns forms included in your order but don't worry if you've misplaced it - its available for downloaded here. Please ensure you include your Name and order number on the form as without this information we are unable to process your return/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:
Pole Junkie Ltd,
93-97 St Georges Road,
The customer is responsible for their returned items until they are signed for at our warehouse so we advise returns are sent using a tracked or recorded 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 receive a faulty item do not post this back until you have contacted us at firstname.lastname@example.org. A member of our team will be happy to assist you.
5. RETURN PROCESSING
Once we have received your returned items, we aim to process your request within 7 days.
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. We now only accept exchange requests for like for like items in alternative sizes/colours. If you wish to receive an alternative item, please request a refund and purchase your alternative items as a new order. 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 returned items and if any product is not considered to be in re-sellable condition (see the Return Policy below) then you will receive a "Declined Return" confirmation email. You can either choose whether we dispose of your item on your behalf or if you would prefer for the item to be sent back to you (at your 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. 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
You can request an exchange for alternative size/colour by completing the returns slip you receive with your order. We try to accommodate all exchange requests but if the item you request is out of stock when your return is processed your item will be automatically refunded.
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 email@example.com 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.
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 do not 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.
The Netherlands - £7.90
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. Shoe boxes must be repackaged with no tape or stickers being attached directly to the shoe box, if we receive boxes like this, your shoes will not be considered re-sellable and a refund will not be granted.
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:
Books with plastic wrap removed
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.