Where can I find my order number?
You'll find your order number on the order and shipping confirmation emails from us.
Do I need to pay for my return label?
If you are returning your item due to your own reason (i.e. doesn’t fit, change of mind etc), you will need to pay for return shipping or drop it off at our warehouse in the Netherlands.
If you are sending the item(s) back, you may use our carrier accounts or choose another carrier and arrange your own shipping.
I received a faulty/incorrect item, do I need to pay for my returns label?
If you received an incorrect or faulty item, you DO NOT need to pay for return shipping. Please follow the instructions on the portal and submit your images for our team to review as well as selecting a free shipping label option. We'll review your request and let you know if we need the items back or if you can keep them.
Can I put two orders in one return?
That's no problem. You'll need to process them individually within our returns portal but you can put them in one package together. If you're paying for your shipping via the portal, only do so for one and select ‘mail’ for the other.
I wanted to exchange my order, but that’s not an option
Pole Junkie does not offer exchanges, only store credit or refund.
We offer 5% extra store credit if this option is selected.
If you want to receive the same item in a different size, you must place a new order. In the event that you received a discount on your initial order and want to reorder the same product, in the same colour but in another size, we invite you to contact customer services once your new order has been confirmed.
We will then refund you the difference so that you pay for the same item at the same price. The extra store credit will be deducted from this.
Shipping costs remain your responsibility.
I've changed my mind after submitting my order. What should I do?
Submitting to our returns portal is final, so make sure you've made your mind up before pressing 'Submit'. If you do make a mistake, let our customer service team know and we'll do our best to find a solution.
The returns portal says my details are wrong, what should I do?
Make sure you are using the correct email address and order number associated with your order. It's linked to our Shopify system, so provided these are correct the portal will be able to locate your order. This information is on your order confirmation and shipping confirmation email.
I don't have a printer to print my returns label, what should I do?
If you can't access a printer, we recommend using the 'mail' option. You can opt to return the package via a courier of your choice.
