Returns & Refunds
Return Policy Overview
We understand that not every purchase works out, which is why we offer a straightforward return process for our customers. If you find yourself with an unwanted product, you have 14 days from the delivery date of your Pole Junkie order to initiate a
How can I return my order?
Head over to our return portal. Log in with your order number (including the # symbol) and email address. If you would like to return a gift, select ‘gift return’. Select the items you would like to return (check here to see if your items are eligibl
What can I return?
Please note, these exceptions do not affect your statutory rights. For a full refund, returned items must meet the following conditions:. Unworn. Unused. Unwashed. In the original condition, you received them. Items that are returned damaged, worn, o
Can I exchange my item?
Please note, we do not offer exchanges. If you wish to purchase your returned item in a new size, please return your product for store credit and place a new order. Please check out our store credit T&C’s here.
Can I combine returns in one parcel?
When using our returns portal, labels are weight-based, allowing for the inclusion of only 1 or 2 very light additional items in one package. For heavier items, please arrange your own return shipping and include a note inside the parcel stating your
How much will it cost to post my return?
Our portal offers weight based rates per country. We have deals with our couriers and often able to obtain better rates when labels are purchased through our return portal. You can find details of the postage rates available on our returns portal in
How long will it take to receive my refund?
The time it takes to receive your refund can vary, depending on the returns courier and processing times at our warehouse. We aim to process all returns within a maximum of 7 working days after they arrive back at our warehouse. Refunds are usually v
My refund hasn't been processed, what can I do?
We recognise how frustrating it can be to wait for a refund after you've returned an item. There might be several reasons for delays, and we're here to guide you through understanding what might be causing the hold-up. Returns can take varying times
What do I do if I receive a faulty item in my order?
We're really sorry your recent purchase wasn't up to par. At Pole Junkie, high-quality products are what we aim for, and it's very unusual to hear something didn't hit the mark. Just use your order number and the email you bought it with to log into
I have an incorrect item in my order, what do I do?
Apologies for any mix-up with receiving an item you didn't order. At Pole Junkie, we go to great lengths to ensure each item is checked before dispatch to keep our delivery records straight. These mix-ups are rare, but we're committed to sorting it o
What happens if I forgot to include my order number in my return?
If you realise you forgot to include your order information with your return package, don't worry. Just our team here, with your full name, order number, order date, and a list of items you're returning. Our returns department will do their best to c
Can I drop my return at the warehouse
Yes. In order to drop your return at our warehouse, please submit your return request via our online return portal. When you are asked which postage method you would like to use to send your parcel back, select use own label and drop your return at o
Do I need a printer for my return label?
QR return labels are available to purchase on our returns portal for UK residents. For all other locations a printer will be required. If you reside outside of the UK and are unable to locate a printer to print a return label, you can arrange your ow
Can I return items paid for with a Gift Card?
Yes of course!. If you paid for your whole order with a Gift Card, then the refund will be re-credited to the same Gift Card and you can use the same voucher code when you place your next order with us. If you paid with a combination of payment card
I no longer want my store credit, can I get it refunded?
Store credits and gift cards are non refundable. If you return your order in exchange for store credit, purchase a new item, then send it back, your refund will be processed to the original payment method on that order (store credit).
Can I return my sale items?
Of course! You can return any sale items unless they are marked as 'FINAL SALE'. Final sale labels are usually applied to products that are 60% off and above. If you need to return a sale item, the discount will not be carried over to your next purch
I have missed my return deadline, what can I do?
Return requests must be submitted no later than 14 days after your order is delivered to your home address. Once your return request has been accepted, your return must be posted within 7 working days or your return may be rejected and returned to yo