Shipping & Returns Policy

In any event, and in accordance with Article L. 216-1 of the French Consumer Code, we undertake to deliver no later than thirty (30) days after the contract is concluded, unless a different date or period is expressly stated at the time of the order.

If the delivery date or period is exceeded, you may instruct us to deliver within a reasonable additional period. Failing performance within that further period, you may terminate the contract in writing on a durable medium. We then refund all sums paid no later than fourteen (14) days after termination (Articles L. 216-6 and L. 216-7 of the French Consumer Code).

For shipments outside the European Union, customs duties and import taxes may be due in the country of destination. They are borne by you in addition to the price paid.

The risk of loss or damage passes to you when you take physical possession of the parcel (Article L. 216-4 of the French Consumer Code). Until then, it is borne by us.

We recommend checking the condition of the parcel in front of the carrier and recording precise reservations on the delivery note in the event of damage or a missing item, then informing us at hello@getpolarstar.com. Such reservations help in any claim against the carrier but are not a condition for exercising your legal guarantees with us.

You have thirty (30) days from receipt of your order to tell us and send the parcel back to us. It is a single period: both steps must be done within these 30 days. If your order is delivered in several instalments, the period runs from receipt of the last item.

These 30 days include the statutory right of withdrawal of fourteen (14) days provided for by Article L. 221-18 of the French Consumer Code, which lets you withdraw without giving any reason. They go beyond that right and do not reduce it in any way.

1. Tell us with an unambiguous statement:

• by email to hello@getpolarstar.com;
• or by post to Pixel Production, Polar Star, 92 rue Saint-Honoré, 75001 Paris, France.

You may use the model withdrawal form reproduced in Article 10 of our terms and conditions of sale, though this is not compulsory. A simple email stating your order number and your wish to return it is enough.

2. Send the items back, within the same 30 days, to our warehouse address (not to our registered office):

Polar Star, c/o CROSSLOG Rhône-Alpes, 7 avenue Bernard Vos, 69780 Mions, France

Please write “Polar Star” clearly on the parcel, otherwise the warehouse cannot match it to your order. So that your return is processed without delay:

• put the pairs back in their original packaging, in the carton as you received them;
• enclose a copy of your purchase invoice on which you mark the pairs being returned.

Direct return costs are borne by you (Article L. 221-23 of the French Consumer Code). We recommend a tracked shipment: the parcel travels under your responsibility until we receive it.

For hygiene reasons, we only take back pairs that are unworn, have not been tried on and whose original packaging has not been removed. A pair that has been tried on, or whose packaging has been removed, is neither taken back nor refunded (Article L. 221-28, 5°, of the French Consumer Code).

We refund all sums paid, including the initial standard delivery costs, no later than fourteen (14) days from recovery of the items or from the date you provide evidence of their dispatch, whichever is earlier (Article L. 221-24).

The refund uses the same means of payment as the original transaction, unless you expressly agree otherwise, and at no cost to you.

If you chose a delivery method more expensive than our standard one, the additional cost is not refunded.

In accordance with Article L. 221-28, the right of withdrawal does not apply to:

• items made to your specifications or clearly personalised;
• items unsealed after delivery which cannot be returned for hygiene or health protection reasons.

A damaged pair, an item left out of your parcel or an item that does not correspond to your order is not a voluntary return. In these cases, we refund the item concerned: we do not send a new parcel.

Write to hello@getpolarstar.com with your order number and a photo: of the damaged pair, or of the closed parcel with its shipping label and then of its contents. If we ask you to send the item back, the return costs are at our expense.

These provisions do not limit your rights under the legal guarantee of conformity (two years from delivery) and the guarantee against hidden defects (two years from discovery of the defect), detailed in the statutory notice in Article 11 of our terms and conditions of sale.

The right of withdrawal does not apply to business buyers. Applicable conditions are set out in Article 14 of the terms and conditions of sale.