Frequently Asked Questions
Shipping & delivery
How long does shipping take?
Orders usually arrive within about 8–18 business days after processing. We send a tracking number by email once your order is dispatched.
How much is shipping?
We offer free shipping on every order to Denmark and 23 EU countries, and on most products to the US (mainland), Canada, Australia, Japan and Switzerland, and on selected products to the UK and Norway. Which products ship where, and delivery times per country, are in our shipping policy.
Do customs or import fees apply?
Orders may be shipped DDU (Delivered Duty Unpaid). Depending on your country, customs charges, import duties, taxes, or other fees may apply on arrival. Free shipping does not mean that import fees are free; any such charges are the customer’s responsibility.
Returns & guarantee
What is your returns policy?
30-day returns for any reason (you pay return postage): you have 30 days after receiving your order to tell us you want to return it, then 14 days to send it back, once approved, to our address: Stevnshøjvej 4A, 5800 Nyborg, Denmark. We do not collect parcels and we cannot accept parcels sent cash on delivery. Separately, faults are covered by the 2-year legal guarantee (EU/Danish consumer law).
What if my item arrives damaged, faulty or wrong?
Email a photo (or a short video) to hello@polarela.com with your order number within 7 days of delivery. We send a free replacement, or a full refund if you prefer, and you do not need to send the item back. Faults that show up later are covered by the 2-year legal guarantee.
Do EU customers keep the 14-day right of withdrawal?
Yes. Your statutory 14-day right of withdrawal always applies. Our 30-day returns (you pay return postage) give every customer, in every country we ship to, more time on top of it.
Contact
How can I contact Polarela?
Email hello@polarela.com. That's the quickest way to reach us. Our company details are in the Legal notice.
Who operates Polarela?
Polarela is operated by Maestro Works, CVR 41204079.