Shipping & Returns

SHIPPINGTIMES:
We ship orders within 24-48 hours. Please allow 48 hours for your tracking to update. Average Delivery times:

AUS

  • Express 1-2 days
  • Standard 3-5 days

NZ 

  • Express 3 days
  • Standard 5-7 days

USA / CA (Shipped with DHL Express) 

  • Standard 4-10 days

ROW (Shipped with DHL Express) 

  • Standard 4-10 days

Shipping times vary depending on customs of your local country. PLEASE NOTE FOR ORDERS OUTSIDE AUSTRALIA: You may have to pay import tax to clear your purchase through customs depending on your country laws.

 

RETURN POLICY:

Our returns policy lasts 30 days from when you have received the goods.
If 30 days have passed, unfortunately we can’t grant you a refund. 

Sale items: Sale items are deemed final sale and are non-returnable or exchangeable, as we offer these products at a discounted price for clearance purposes.


To be eligible for a return, your item must be:

  • Unworn and unused (no distinct odours, blemishes, signs of wear)
  • In its original packaging with tags attached (if applicable)
  • Any items not meeting these criteria will NOT be refunded.

Please use a shipping bag, we cannot accept your return if the shipping labels are directly on the shoe box, as we cannot reuse the box. If the shoe box is damaged, or the shoes are returned without the box 5 AUD will be deducted from your refund.

Shipping charges:
The customer is responsible for all return shipping charges. Please check the size guides to be sure you are ordering the correct size.

For international returns, please mark the customs from as 'returned goods', Pole Sins will not be liable for any customs or duty on returned items.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

How do I make a Return?
If you wish to return an item please email info@polesins.com.au with the following information:

The name you ordered under

  • Your order number
  • Items you are returning
  • Reason for Return

*If you do not complete this information we may be unable to process your return*

International Returns: 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 us 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


My Item is Faulty
If you believe your item to be faulty, please send a picture of the fault with description within 48 hours of receiving the item, along with your order number and name. Genuine product faults will have a replacement item sent straight out if stock is available, if no stock is available we will offer a different colour or a refund. 

If you do not contact us within 48 hours we will not replace the product.

 

I have been sent the wrong item:

If there has been an error on your order please email info@polesins.com.au who can help you arrange the return and then re-ship of the correct item. If we require you to return an incorrectly shipped item back to us, we will cover the cost of return shipping.

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