Return Policy

Exchanges are currently unavailable. 

We understand that not every purchase works out, which is why we offer a straightforward return process for our customers. If you find yourself with an unwanted product, you have 14 days from the delivery date of your Pole Junkie order to initiate a return.

If your order was delayed or was marked delivered and you haven't received it, please contact customer service so they can give you a special access link for your return.

If you need to return anything, make sure it's in its original condition - unworn and unwashed. When trying on shorts, please wear underwear underneath. Please ensure return items are free of any marks from makeup, fake tan, or deodorant. Marked or damaged items will not be refunded.

To be eligible for a refund, items must be returned in their original condition, including undamaged original packaging (e.g. shoe boxes). The original packaging is considered part of the product. Customers must place shoe boxes inside protective outer packaging for return. Returns received with damaged packaging may be subject to a partial refund or refused if the item is no longer in resellable condition.

You must post your return within 7 working days once your return request is submitted. Otherwise we may not accept your return.

All returns should be sent to our warehouse. We can't accept returns through mail locker services like In Post. After we receive your return, we'll take up to 7 working days to process it. You'll get an email confirmation once we've handled your return. Thanks for your patience.

Just a heads-up, you'll need to cover the cost of return postage yourself.

RETURNS POLICY

You will be eligible for a refund if you meet the following criteria:

  • Your returned items are received within 14 days of you receiving your original order.
  • Please check your new PJ items thoroughly upon receipt and report any issues to customer service before returning. Any returned items with issues not reported to us will be rejected and sent back to you (you may also have to pay an additional postage fee).
  • Item(s) must be unworn and unwashed with all tags still attached. For obvious reasons we do not refund items that have been worn, washed, damaged or soiled.
  • Item(s) must be accompanied with a note of your name and order number. Without your name and order number we will be unable to process your return.
  • All shipping costs must be pre-paid by the customer
  • Sale items marked with a Final Sale badge are non returnable.
FAIR USE
If we notice an unusual pattern of returns activity that doesn't sit right, then we might have to deactivate the account and any associated accounts. This includes but isn't limited to:
  • When we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them.
  • When someone orders and returns loads - way, waaay more than even the most loyal Pole Junkie customer would order.
  • When the items returned don't match what you ordered. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

EXCHANGES

Exchanges are no longer available. 

DEFECTIVE ITEMS/INCORRECT ITEM RECEIVED

In the unlikely event that there is a problem with your order, please use our returns portal and select the issue that has arisen. You will be asked to upload evidence. A member of our team will review this and be in touch within 3 working days to let you know how to proceed.

We may not require the item back, so do not ship it until we send instructions/ a free shipping label.

RETURNS SHIPPING COST

We do not refund the cost of shipping on any return items unless the item is damaged, faulty or an administrative error has occurred on our behalf. This does not restrict your statutory rights to return faulty merchandise.

CHRISTMAS RETURNS

All Pole Junkie orders purchased during Black Week, Cyber Week or the month of December as Christmas presents can take advantage of an extended Christmas returns period. If the item(s) you wish to return meet our Return Policy then you may return them up until the 31st of January.

SALE ITEM RETURNS

You can return any sale items unless they are marked as 'FINAL SALE'. Final sale labels are usually applied to products that are 60% off and above.

If you need to return a sale item, the discount will not be carried over to your next purchase. 

SHOE RETURNS

All shoes must be unmarked (without scuffs), unworn and in new condition. We recommend trying your shoes on in a carpeted area to avoid making them ineligible for a return. Shoe boxes must be repackaged with no tape or stickers being attached directly to the shoe box, if we receive boxes like this, your shoes will not be considered re-sellable and a refund will not be granted.

PROCESSING TIMES

Returns are typically processed within 7 working days of receiving the item, however it may take longer than this during peak times. Refunds will take from 2-7 business days after your return has been processed depending on the bank/card provider involved. Store credit will be sent via email in the form of an e-gift card with 5% extra added to the balance.

RETURN RESTRICTIONS

The following items are nonreturnable:

Socks
Tights
Grip aids
Books 
Notepads 
Games
Gift sets

RETURNS PROCESS

1. READ OUR RETURNS POLICY

Make sure the items you want to return meet our Return Policy requirements (See below Returns Process)

2. GO TO OUR RETURNS PORTAL

Our returns portal can be found here

  1. Log in with your order number (including the # symbol) and email address
  2. If you would like to return a gift, select ‘gift return’
  3. Select the items you would like to return (check here to see if your items are eligible)
  4. Choose a return reason
  5. Enter/upload any supporting information or images
  6. Choose whether you would like a refund to store credit or the original payment method. Customers choosing a refund to store credit will receive a bonus credit for selecting this option.
  7. If you would like to purchase a return label on our portal:
  8. If you have selected a store credit refund, an additional payment will need to be processed for your return label
  9. If you have selected an original payment method refund, the return label price will be deducted from your refund
  10. Alternatively, you can arrange your own return label outside of our portal
  11. Agree to our terms and conditions and submit your return
  12. Check your email inbox for your return confirmation

Your items must be sent back to: 

Pole Junkie Ltd,
11 Earl Haig Road
Hillington
Glasgow
G52 4JU
United Kingdom

You will receive an email confirmation stating we have received your items and that we have processed your refund. Your refund will be to the same account from which you paid unless you request a gift card to the value of your return. Please allow 5 working days for the funds to arrive back in your account before contacting us.

If you would like to send multiple orders back together: 

You will need to go through the returns portal separately for each order. Only one shipping label needs to be paid for, please select 'Mail' for the rest and package items together. 

What if I change my mind? 

Once you have submitted your information to our returns portal, this is final. We cannot amend any return requests. 

RETURNING FROM OUTSIDE THE UK

If you are returning from outside the UK, you must attach a customs declaration (CN22) form to the outside of your parcel. Please mark as returned goods and put a value below £10.