1. Can I place an order without having a customer account?
Yes, you don't need one to place an order. Add your items to your basket, continue the shopping process and, finally, fill in the shipping details so you can receive your order.


2. How can I create a customer account?
To create your customer simply click on this link, create the account and fill out a short form to keep your data recorded.

3. Why can't I access my account with my email?
If the web doesn't recognise your email, you probably don't have an account with us. If you've placed an order, you may have done so as a guest. In this case, if you need further information related to your order, please contact our Customer Service.
If you want to, you can create your account at any time, so that you can track your orders.

4. Why haven't I received confirmation of my order?
You may check your Spam or Promotions folders to see if it's there. If you haven't received it, please contact our Customer Service and we'll make sure you receive the order confirmation.

5. I received an item in bad condition. What should I do?
First of all, we apologise for that. If you’ve received a wrong item or an item in bad condition, please contact our Quality Department by sending an email to contact@poloclub.com. We'll solve the issue within 24h.

6. I cannot redeem the voucher. What's wrong?
Please note that vouchers are for single use only. If a voucher has already been used on your previous order, you cannot redeem it again.

7. I have two vouchers and can only use one, why?
Please note that vouchers cannot be combined, so you'll have to choose which one you want to use.

8. Where do I enter the promo code?
You have two options: you can either enter the promotional code in the shopping cart where -Please enter your voucher- is specified, or, before you finish your order, once you've completed the form with your details, you'll find a -gift card or discount code- box. The current basket amount will be updated according to the discount applied.
9. How do I modify my order?
You cannot modify an order once it’s been confirmed. If the order hasn't been shipped yet, we can cancel it in full or in part, so that you can process a new purchase with the new item. If your order has left our facilities, you'll need to return it once you've received it.



10. How can I cancel my order?
You can send us an email with the order number to contact@poloclub.com and, if the order hasn’t left our facilities yet, we'll proceed to cancel it.


11. Can I exchange a size?

Sorry, but we don't accept exchanges. You shall process your return to get a refund, following our return instructions, and proceed to make a new purchase if you are interested in another product or size. We'll apply the conditions and prices valid at the time the new purchase is made.

1. How long does it take for my order to arrive?
Estimated delivery time is 24/48 working hours. However, delivery time may be longer for certain items, which is duly indicated on the product sheet.
Please check this link for delivery time to other countries

2. Do you ship to the Canary Islands, Ceuta and Melilla?
We're sorry, but, so far, we’re not shipping to the Canary Islands, Ceuta or Melilla. We're working to provide you with this service.


3. Can I buy online from anywhere in the world?
Check this link for the locations to which we ship


4. How can I track my order?

We'll send you an email confirming the shipment along with the tracking details. You can track your order using the link provided in the email. In addition, if you have an account with us, you can log in and track your order.

5. Can the country of delivery be different from the country of purchase?

Yes, please contact our Customer Service to do so.

1. What's the usual refund period? / When will I get the refund?
The refund will be processed within 8-10 working days of the moment the confirmation email is sent. This period may vary depending on the bank processing time, which may change according to the payment method and to each bank.

2. How do I return an item?
To return an item, please click on the following link

Enter the email address you used to purchase it. You’ll then receive an email with a link to your returns page, where your orders will be displayed. Just click on -Return- next to the product you want to return. (If you want to return more than one product, you can select them in the next step.) Select the return option that best suits your needs, return at a collection point or home pickup.

Once the steps have been completed, we’ll send you an email with a document consisting of two parts: a sticker to put on the return package and a delivery note, with the returned item(s), which you need to include in the package.

Drop off at a collection point
If you've chosen this option, prepare the item(s) in a bag or box hiding the content, and stick the label we’ve sent you by email. Then take the package to the selected office.

Home pickup
If you choose this option, a courier will collect your return within 24/48 business hours. Prepare the item(s) in a bag or box hiding the content, and stick the label we've sent you by email.

3. Can I exchange an item?
To exchange an item you need to return it and make a new purchase in the size or colour you want.

4. What's the return period?
Please note that you need to send the items you want to return within 30 days of the day you received them, before the return period expires.

5. I don't have the original packaging, can I make the return anyway?
If you no longer have the original packaging, you can return your order in any other packaging, provided it's sealed to prevent any loss of items.

6. I want to cancel/modify my return, how can I do it?
If you want to change or cancel your return request, please contact us so we can do that for you.

1. What payment methods are available?

We have available the following payment methods:

2. In what currency can I pay?

Our currency is the euro (€)

1. The product I like is no longer available, will it be available again?
The -Notify me when sizes are available- option on the site allows you to choose the size you want and enter your email, so that we can notify you by email when the item becomes available again. However, if this option is not enabled, the product will no longer be available. We recommend that you visit our website in the following days, as we are constantly replenishing stock.

2. What size should I take?
You can enter your details and our size recommendation tool will tell you which size to choose.

3. How can I know the composition of a garment?
Detailed information on the composition of each item is available on the product sheet.

1. How is the amount paid for items purchased with a Virtual Gift Card refunded?

• The refund will be made directly on the Virtual Gift Card, increasing the available balance.
• The balance of the Virtual Gift Card cannot be refunded or redeemed for money.

For further questions or queries, you can contact us through our Customer Service.

1. If I open a new account, will I keep the points I had earned from my previous purchases?

Yes, your previous purchases (from October 2021 on) will have generated points you’ll have available in your account.

2. How do points work?

We have 3 Loyals categories.

If you belong to the Loyal category, each euro spent in our store earns one point, and for every 100 points you get a €5 discount to use in your next purchase.

If you belong to Loyal +, every euro spent in our store earns one and a half points, and for every 100 points you get a €5 discount to use in your next purchase.

If you belong to the BEYOND category, for every euro spent in our store you’ll earn two points, and for every 100 points you’ll get a €5 discount to use in your next purchase.

3. Do they expire?

You have one year from your purchase to use your points.

4. When do I get the points?

You get the points when the order has been shipped. They will then be available in your account.

5. Can I redeem two coupons for the same order?

No, you can only use one coupon for each order. Check the points you have and generate 1 unique coupon. For example, if you have 200 points, you can generate two €5 coupons, but you can’t redeem them in the same order, so we recommend you generate a single €10 coupon if you want to redeem it in one order.

6. I’ve redeemed the points, but I cannot find the coupon to use it. Where is it?

Access your account and, in the Loyals section, you’ll see your coupon.

7. I’ve made a return, will I lose my points/coupon?

We’ll deduct as many points as the amount returned. E.g., if you return an item worth €70, 70 points will be deducted from your account. If you’ve used a coupon in the order and then you make the return, on the one hand, the points earned in the purchase you’re returning will be deducted, and, on the other hand, we’ll restore the points of the coupon used so that you can use them for your next purchase.