Refund policy
Last updated: 6 November 2026
In short: 30 days to tell us and send the parcel back
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.
How to return your order
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.
Pairs we take back: a matter of hygiene
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).
Refund
We refund all sums paid, including the initial delivery costs, up to the cost of the least expensive standard delivery method we offer, 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 the least expensive standard method we offer (for example GLS Express), the additional cost is not refunded.
Exceptions to the right of withdrawal
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.
Damaged pair, missing item or non-conforming item
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.
Business orders
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.
Any questions
Write to hello@getpolarstar.com. Email is our direct contact channel: every request is acknowledged and answered within 48 working hours at most.