FAQ
When can I expect to receive my package— are there currently processing or shipping delays?
We are working closely with our external partners and couriers to ensure that your order can reach you as quickly as possible. See below for the most up-to-date information:
ESTIMATED SHIPPING TIME
United Kingdom: 1-2 business days
Where does Polar Skate Co. ship?
We currently ship to the United Kingdom only.
For EU purchases, please visit our EU site here.
For USA purchases, please visit our US site here.
When will my order ship?
Here’s how it works: you order, we process, then we ship. Ordering takes a few seconds. Processing takes 1-2 business days. Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!
Will I be charged if I do not collect my parcel?
Shipping charges will not be refunded if you do not collect your parcel or refuse delivery. Only purchased items will be refunded.
Do you ship to PO Boxes?
No :(
How can I edit my shipping address?
If your order is shipping to an incorrect address, please email us as soon as possible.
ORDERS
How can I update my order?
Please email us at customerservices@keendist.co.uk as soon as possible if you would like to cancel or change your order. Our fulfilment centre processes orders quickly, but we’ll do our best to process your request.
How can I check the status of my order?
You can view your order status if you follow the link in your order confirmation email, or your account, which will be updated after your order is placed and again once your order ships.
Can I track my order?
Yes, you will receive a tracking link from UPS in your shipping confirmation email. If you have not received your tracking link, please contact customer support.
My tracking link does not work.
It can take a day for the tracking link to be activated and updated - contact us if your link does not work within 24 hours.
Can I add items to my order?
Unfortunately, we cannot add items to an existing order. Please place a new order for the item and contact customer support. If the order has not been sent we can try to ship them together to avoid double shipping costs.
I did not receive an order confirmation.
As soon as your order is placed, an order confirmation is sent to the email address you entered at the checkout. If it is missing, please make sure you have provided the correct email address and double-check your email spam folder. If it’s still missing, there might be something wrong with the order. If so, contact us and we’ll sort it out for you.
What are your policies on insurance and fraud?
All orders are insured during transit. The insurance is released and the responsibility passes to you when UPS receives a signature. This includes the signature of a third party. An order is considered fulfilled at the time UPS receives a signature. Polar reserves the right to cancel any order flagged by our fraud assessment software as a potential fraud.
Can I use multiple discount codes at checkout?
You can use one discount code per order.
PRODUCT
How can I find out more information about a product?
You can learn all about our products on their individual pages. If you have any other questions or thoughts, contact us!
EXCHANGES
Can I exchange an item if the size doesn’t fit?
No, we do not make any exchanges. What you can do is return the item, and make a new order.
RETURNS
How do I place a return or exchange?
We're sorry that what you ordered didn't work out. Please contact us at customerservices@keendist.co.uk with your order number and the products you'd like to return.
Help! I can’t find my return slip.
Please reach out to customerservices@keendist.co.uk and we’ll help you place your return or exchange.
What’s your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customerservices@keendist.co.uk
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Read our full returns policy here.
How long does it take to process a return?
Credit card refunds usually take 5-10 business days to appear on your statement.
What should I do if I receive the wrong product?
If you received a product different from the one that you ordered, sorry about that! Please contact us at customerservices@keendist.co.uk
BILLING
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.
What forms of payment do you accept?
We accept Paypal, Visa, Mastercard, American Express, Maestro, iDeal, Bancontact, Shop Pay, & Apple Pay. Unfortunately, we cannot accept checks or money orders.
What can I do if my payment is declined?
Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
Is your card expired?
Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again.