Returns & Refunds

Polina London

RETURNS AND REFUNDS 

Returns 

Our return policy is 14 days.  

For hygiene reasons we do not accept returns on the earrings. 

Customers are responsible for the postage of the returned items. We advise that you return by tracked mail. We cannot make a refund if we have not received the items back. 

How to return  

Please email us on customercare@polinalondon.com with the reason for your return and order number and we will send you a return form and the return address. 

What can I return  

We are happy to accept returns if you have changed your mind. Please note that we have couple of rules to follow. We are only able to accept returns if the jewellery is sent back unworn and in their original packaging. 

Faulty items 

We sincerely apologise if you have experienced any fault with the Polina London jewellery. Please email us at customercare@polinalondon.com with the description of the problem. The fault must be agreed with our team before the return.  

The faulty items must be unworn and in its original packaging when returned. 

Please read our care instructions carefully. Worn items that have discoloured or tarnished are not considered to be faulty. Missing crystals after the wear are also not considered faulty. 

Warranty 

We offer 6 months warranty on our jewellery with the proof of purchase. 

Exchanges 

We currently don’t offer a return service. Please contact us at customercare@polinalondon.com if you have any questions. 

Receiving your refund 

We aim to process all the returned orders within 14 working days. Please note that shipping costs are not refundable. 

CONTACT US 

Please don’t hesitate to contact us at customercare@polinalondon.com, we would love to hear from you. We endeavour to respond within 48 hours. If you have not received a reply from us, please check in your junk/spam folder as some emails end up there. 

Our office hours: 

Monday – Friday 9 am-5pm GMT 

Saturday and Sunday – closed 

Bank holiday – closed 

Marketing and press enquiries karolina@polinalondon.com 

Wholesale deborah@polinalondon.com 

DELIVERY  

We aim to ship your order within 48 business hours.  

All our jewellery is shipped with a Polina London branded pouch and a box. A shipment confirmation note will be sent to your email. 

Shipping method 

Timeframe 

Cost 

Royal Mail Tracked 24 

1-2 days delivery 

£5 

Royal Mail Tracked 48 

2-3 days delivery 

£8 

For all pre-order jewellery, please allow up to 6 weeks for the delivery.