FAQ – Polimil

Where is my Order?

You will receive an email when your order has been dispatched. Once dispatched, UK orders should arrive with you in 1 to 5 working days.
Customers are welcome to contact us to request a tracking or reference number. This can be used with the relevant courier to track the parcel.
Please click here for further delivery and dispatch information.

What happens when an item is on back order?

We cannot guarantee that all of the items on your order will be in stock at the time of ordering. In cases where most of the items are in stock, these will be dispatched and the remaining item(s) will be placed on back order.
This means that they are being ordered from the manufacturer and will be sent out to you as soon as we receive stock.
We do not add any shipping charge for the second dispatch.
If the remaining item is going to take a while to arrive, or is found to be out of stock, we will contact you and will work to recommend a suitable alternative.

Is my item in stock?

Our site currently acts as an online catalogue and does not display live stock levels. We work closely with our suppliers to ensure the majority of items are in stock. Occasionally, we may need to order items from the manufacturer. This can take a few days.
If the item is going to take much longer, or is found to be out of stock, we will contact you and will work to recommend a suitable alternative.

Do you accept returns?

Yes. We accept returns and exchanges, please click here
Items must be returned in a sale able condition. We cannot accept items that have been used.

I've received the wrong item. What can I do?

On rare occasions, mistakes can be made. If you have received the wrong item we will be happy to exchange this for you.
Once we have received the incorrect item back, we will process the exchange and get the right item sent out to you.
In this scenario, we are able to reimburse up to £6.00 in shipping costs. Please provide a copy of your postage receipt so that this can be processed.

I missed my delivery, what now?

If you have missed your delivery, the courier should leave information to advise you on what to do next. This may involve scheduling a new delivery or collecting the item from a sorting office
If the item is left, it may be returned to us by the courier. We are able to re-dispatch the parcel however a new shipping cost will be charged

Can I visit your shop?

Store Opening Times -

To make an appointment, please call 0333 335 0438 or email customerservice@polimil.co.uk