FAQ - Your questions, our answers.
Delivery and order process tracking
WHAT ARE THE DELIVERY TIMES ?
Orders are shipped from Monday to Friday. When you confirm your order, the indicative delivery delays are precised : :
· DHL Express : 1 - 2 open days.
· DHL Standard : 3 - 4 open days.
· Relais colis : 1 - 2 open days.
· DHL Express : 2 - 6 open days.
· DHL Express : 3 - 8 open days.
HOW CAN I TRACK MY ORDER’S PROGRESS ?
The delivery tracking of your order is sent to you via email once your order is confirmed (make sure to check your spam folder). You also can check your delivery tracking code by clicking on Account / My order N° when you’re logged in.
HOW CAN I GET MY INVOICE ?
Your invoice is sent to you by email after you confirm your order. You can also require us to send it at email@example.com.
HOW TO RETURN MY ORDER ?
You order doesn’t match your expectations ? You can use your right of withdrawal and sen dit back to us within 14 days after you receive your order. Please make sure to include your invoice in the package, pack your order properly with the products in brand new conditions and ship it to : Pol studio 12 avenue du Nord 69160 TASSIN-LA-DEMI-LUNE, France. The return shipping is at your costs when using your right of withdrawal.
Your product is different from the one you ordered / damaged / something is missing in your package ? Sorry about that. Please contact us by email within 72h after you receive your package and include photos of the problem at firstname.lastname@example.org. Beyond this deadline, we couldn’t do anything about your request.
We’ll answer as soon as we can and send you a return label so you can send your order back.
WILL I HAVE TO PAY TAXES WHEN RECEIVING MY ORDER ?
There will be no additional taxes if your delivery address is in the European Union. However, if you live out of Europe, you may have to pay import taxes depending on the amount of your order (over $800 in the USA for example) and the legislation in your country.
MY ORDER IS A GIFT, CAN YOU PLEASE ADD A PERSONAL NOTE IN THE PACKAGE AND NOT INCLUDE THE INVOICE ?
For less waste, your invoices are sent by email and not included in some packages 😎 Please make sure to write the personal note you want us to add to the package in the « special request for this order » field when you confirm your order.
I WANT TO PLACE A SPECIAL ORDER FOR AN EVENT, A CORPORATE BUSINESS, CAN YOU HELP ME WITH THAT ?
Wedding ? Corporate event ? Birthday ? We’ll be pleased to create a custom product for you ! Please contact us at email@example.com.
DO YOU MAKE DISCOUNTS / PROMO CODES ?
We design and manufacture our creations in France, our margins are slim and we are convinced that we must offer our products at a fair price to pay correctly all the companies involved in the manufacturing process.
We sometimes make special offers, so please make sure to subscribe our newsletter and join Pol studio on social media.