Shipping & Returns

SHIPPING 

AUSTRALIAN ORDERS: We ship with Australia Post.

Express: 1-2 days 

Standard: 3-5 days

 

INTERNATIONAL HEEL ORDERS: We ship with DHL Express. Your tarrifs & duties are now paid at checkout, instead of on arrival into your country for a smoother delivery process and no hidden/surprise fees. 

5 - 7 Day Delivery for most Countries. Up to 10 Business Days.

 

INTERNATIONAL KNEE PADS ORDERS: We ship with Australia Post.

7- 10 Day Delivery for most Countries. Up to 30 Business Days.

 

DISPATCH TIMES: 1-2 business days. Up to 3 business days in peak times. 

TRACKING: Once your order is fulfilled, you will receive an order confirmation email with a tracking number. If the time has exceeded the guides and the shipping address you entered is correct, contact us at info@polesins.com.au with your Name and Order Number, and we will assist you.

 

RETURNS / EXCHANGES

Sale items are final sale. For non sale items our returns policy lasts 45 days from when you have received the goods. The customer is responsible for all return shipping charges. For international returns, please ensure you write "returned goods" and mark as zero value on the customs declaration form. The cost of shipping on your order is non-refundable! 

HEEL EXCHANGES: We are happy to offer an exchange if you need a different size or style.The cost of shipping both ways is the responsibility of the buyer.A $10 restocking fee will apply to cover the cost of repackaging and handling.Please ensure the product and original box are returned in perfect condition. Any damage to the box or item may result in additional fees or the exchange being declined.

HEEL RETURNS: If you have changed your mind about your purchase we can offer you a refund or store credit (excluding shipping costs and minus $10AUD re-stocking fee). Issued once we receive the heels back in their original condition and packaging. For full details or to start the return process, please email info@polesins.com.au with your order number.

ACCESSORIES: Please note, accessories such as grip, socks, whistles and shoe protectors are final sale and cannot be returned or exchanged due to hygiene reasons.Knee pads may be exchanged for a different size or returned for store credit if they are unworn and in original condition. Customers are responsible for return postage costs.If you’re unsure about sizing before ordering, feel free to reach out — we’re happy to help!

 

FAULTY ITEMS: If you believe your item to be faulty, please send a picture of the fault with description within 48 hours of receiving the item, along with your order number and name. Genuine product faults will be replaced if stock is available.If you have received the wrong item, email: info@polesins.com.au for assistance.