Returns & Refunds
Return Policy Overview
We want you to be satisfied with your purchase. If you’re not, you may request a return within 14 days of receiving your order. Items must be requested within 14 days of delivery. Items must be returned within 7 working days of return approval. Items
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 our returns policy to see if your ite
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:. Tried on with underwear. Unworn
Can I exchange my item?
Yes! We offer exchanges to UK residents only. You can exchange your item for a different size, or you can exchange your item for something else by selecting our 'Shop Now' refund option. You will receive additional bonus credit if selecting this opti
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?
Returns can take varying times to reach our warehouse, influenced by the country of origin and the courier service used for the return. Delivery timelines can range from a few days to approximately 30 days. To obtain the latest information on your re
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 credit and gift cards are non-refundable and cannot be exchanged for cash or transferred to a bank account, credit card or other payment method. If you choose store credit as the refund method for a return, this choice is final. If you then use
How do I find and use my store credit?
When you choose store credit for your return, your refund will be issued directly as store credit and saved to your PoleJunkie account. You won’t receive a separate voucher or discount code. You must be logged in to the same customer account your sto
What’s the difference between Shop Now and Shop Later?
When choosing store credit for your return, you can choose between Shop Now or Shop Later. Shop Now – get 10% extra creditChoose Shop Now if you already know what you’d like next. You’ll receive an extra 10% on the value of your return and can browse
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