INFO

FAQs

Ordering

 

How do I place an order?

Ordering from Polkra couldn’t be simpler – you can browse our products and place items into your basket, then proceed to checkout as a guest. Or to make future purchases easier, you can <sign up for an account>. <https://www.polkra.com/account/register>

 

What happens once I’ve placed an order?

Once you’ve completed checkout and your payment has been received, we’ll send you an email to confirm that your order is being processed. Goods are usually shipped within 2 working days of confirmation of your order.

 

I’m having problems placing my order – can you help?

We’re sorry you’re having difficulty – please send an email to support@polkra.com and one of our team will be happy to help.

 

I’ve just placed an order – can I cancel or amend it?

Please contact us right away via support@polkra.com and tell us what you’d like to change. If the item hasn’t already been shipped or made to order, we’ll be happy to oblige.

 

How much do you charge for delivery?

We offer free delivery for all UK orders over £100. For orders of less than £100, we charge a flat fee of £5.00 for delivery to a UK address. Shipping to Europe costs £10.00. Worldwide delivery charges are displayed at checkout.

  

What payment methods can I use to make a purchase from Polkra?

We accept Visa, Visa Debit, Visa Electron, Visa Purchasing, MasterCard, MasterCard Debit and Maestro. We are also happy to accept secure payments via PayPal.

  

How does Polkra protect my personal information?

Our website and ecommerce systems use industry standard 128-bit SSL encryption to keep your personal details entirely safe and secure.

 

 

 

Shipping & Returns

 

Can I track my order online?

Yes. When your order is despatched we will send you an email with your tacking reference number plus a link to the delivery company’s parcel tracking website. 

 

Where will my order be shipped from?

Regardless of where a product is manufactured, all orders are sent from Polkra’s UK despatch office.

  

When can I expect to receive my package?

Items are typically shipped within 2 days of receipt of order, and delivery is usually next-working day after despatch.

  

Can I request shipment to multiple addresses?

Only one shipping address may be assigned to an order. If you would like us to ship items to separate addresses, please place a separate order for each address.

  

Is my package covered by insurance?

All deliveries are insured against loss, accidental damage and theft while in transit.

 

Do I have to pay customs / import charges?

No charges are payable on orders delivered to addresses within the EU. Goods shipped outside of the EU may be taxed at standard rates.

 

Can I return an item if I change my mind?

Yes. You may return unwanted items within 30 days of original purchase. To be eligible for return, items must be unused, in their original packaging, and in the same condition in which you received them.

 

What if the item I receive isn’t what I ordered?

In the unlikely event that a mix-up occurs with your order, email us at support@polkra.com and we’ll put it right straight away. Remember, always include your order number in any emails to Polkra.

 

I wasn’t able to take delivery of the package when the courier called, and it has now been returned to Polkra – can I get it resent?

Our courier will make repeated attempts to deliver your package. In the unlikely event that an order is returned to us, we will be happy to resend it, although an additional shipping fee may be charged.

 

 

What if I receive my order but the product is damaged?

If your items is damaged in transit, please contact us right away at support@polkra.com - we’ll email you return instructions and (assuming the item is in stock) send you a replacement. Remember to include your order reference number in the email. If the item is out of stock, we may offer you a suitable alternative or, should you prefer, a full refund.

 

 

I have a question that’s not covered in these FAQ’s – how can I ask it?

We’re always delighted to answer questions and queries on any element of our service or our products. So if you have a question we’ve not already answered, email it to contact@polkra.com.