FAQ

Looking for a perfect fit that's true to size? No problem! To ensure you get the right fit for your desired item, we highly recommend checking out the product page. There, you'll discover comprehensive sizing information that will help you make an informed choice.

Our sizing details include precise measurements in centimeters for each available size option. This ensures you can select the size that best matches your body measurements, making your shopping experience hassle-free and your outfit just the right fit for you!

At Polarsteps, we take pride in offering products made from top-quality, durable materials. Not only do we know this will leave us with happy customers, but we also believe it’s the responsible thing to do. In terms of clothing, all the items we offer are made from organic, vegan fabrics, and our water bottles are plastic-free!

For more specific details about the materials used in each of our products, we encourage you to visit the respective item pages. There, you'll find comprehensive information about the composition and construction of our products, guaranteeing that you make an informed choice when selecting an item for your basket

On no! There’s nothing more annoying than a ‘sold out’ icon when you had your heart set on something — but, rest assured, we periodically restock items in all sizes. To stay updated on availability, just visit the page of the product you had your eye on and subscribe to restock notifications. This way, you'll be among the first to know when it becomes available again.

All Polarsteps clothing, including our beanies, is made in Turkey. Our water bottle is made in China.

Yes, all of our products are 100% vegan and our clothing is also 100% organic. We are committed to providing cruelty-free items in our store.

We take environmental responsibility seriously, which is why we chose the company Mula to make our products. Not only do they ship orders with DHL GoGreen, but they also offset their remaining emissions through certified climate projects run by Climate Impact.

You can find out more here.

Currently, we are shipping exclusively within Europe and to the UK. We’re hoping to expand this in the future. If you’d like to order from our store but are outside of Europe and the UK, we’d love to hear from you via email: store@polarsteps.com. The more requests we receive, the higher the priority it will be to expand our shipping!

Shipping costs vary depending on your order total and your location. Here's how it works:

Orders above €75: Enjoy free shipping!

Orders below €75: Shipping costs are based on your location:

Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden: €4.95 shipping fee.

Bulgaria, Croatia, Cyprus, Czechia, Estonia, Greece, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia, United Kingdom, Albania, Bosnia & Herzegovina, Kosovo, Moldova, Montenegro, North Macedonia, Norway, Serbia, Switzerland: €8.95 shipping fee.

Don’t see your country listed here? We currently don’t ship outside of Europe.

Our returns policy makes it easy for you to send back unused items up to 14 days after delivery. We even provide a return label, free of charge, for shipments within the EU to make things extra convenient for you. For returns from non-EU countries, please contact store@polarsteps.com.

Once we've received your returned item(s), we will refund the purchase amount as soon as possible. Please note: returns will only be accepted when items are unused, and unwashed, with all original labels attached and in the original packaging.

If you've received a faulty item, please don't hesitate to reach out to us via email at store@polarsteps.com. We're here to help! Be sure to include photos of both the package and the item in question. Your pictures will make it even easier for us to quickly resolve the issue.

We accept a variety of payment methods to provide you with flexibility:

• Amex
• Apple Pay
• Google Pay
• iDEAL
• Maestro
• Mastercard
• Shop Pay
• Visa

We’re sorry to hear that you’re encountering payment issues. Please try the following steps:

1. Check your bank account: Firstly, verify whether the payment has been deducted from your bank account. Sometimes, payment errors can still result in deductions.
   
   
2. Review error messages: Take note of any specific error messages or issues you encounter during the checkout process. This information can be valuable for troubleshooting.
   
   
3. Contact us: If you're unable to resolve the issue on your own, please reach out to our support team at store@polarsteps.com. Include details about the problem you're facing and any error messages you received. Our team will be happy to assist you in completing your order.

Don't panic! Just follow these steps, and we'll make sure your order starts winging its way to you:

1. Check your spam and promotions folders: Sometimes, confirmation emails can be filtered into your spam or promotions folders. Take a thorough look to check it's not there.
   
   
2. Wait a little while: These things can take some time. If it's only been a couple of minutes, try checking your email inbox again shortly.
   
   
3. Contact us: If you've tried solutions #1 and #2 and still haven't received the confirmation email, please contact us at store@polarsteps.com. Our team will assist you in confirming your order and ensuring you have all the necessary information.

To get your orders to you as quickly as possible, we start working on them immediately after your payment goes through. That means once you've paid, it's already on its way to being packed and shipped. If you made a mistake, please send an email to us via support@polarsteps.com as soon as possible.

If you’d like to cancel your order, you have the option to refuse the package at the door upon delivery. Once refused, the package will be returned to our warehouse at our expense. After we receive and process the return, we will proceed with your refund.

We aim not only to get your order to you as quickly as possible but also to keep you informed along the way. Once you've placed your order, you will receive a confirmation email so you know we're busy at work picking and packing your item. Once it's ready for shipping, you'll receive another email containing tracking information. This tracking information allows you to monitor the progress of your shipment right up until it reaches your doorstep.

Here's a breakdown of our shipping times during regular periods:

• The Netherlands: Orders placed before midnight on business days are ready to ship within 2 business days and delivered 1 to 3 business days after they leave the warehouse.
  
  
• Belgium, France, Germany, and Luxembourg: Once shipped, delivered within 2 to 3 business days.
  
  
• Elsewhere within Europe and in the UK: Once shipped, items are delivered within 2 to 10 business days.

If your order has yet to arrive, please don't worry. Here are a few steps you can take:

• Double-check the delivery address and ensure that the estimated delivery time hasn't changed.
  
  
• Look for any communication from the shipping company in your email, as the package may have been delivered to a neighbor or your delivery window may have been rescheduled.
  
  
• If you're still unable to locate your order or it hasn't been delivered as expected, please contact us at store@polarsteps.com. We'll investigate the situation and ensure your parcel reaches you as soon as possible.