Shipping and Returns

First Time Customer Verification: please note that first time orders may require idenity verification. We may require additional information to enable your order to be processed due to an increasing amount of credit card fraud, we do this as a safe guard for both you and our company. To enable us to complete your order, you may need to supply the following information:

  1. A copy of your identification verifying your identity including your name as the credit card holder for example a drivers license, copy of utility bill, copy of a credit card statement.
  2. a copy of the credit card used for your purchase.  The name on the credit card to match the identification provided above.

We will contact you by telephone or email should we need to verify your credit card identiy and payment.

Currency.  All prices on this website are in AUD (Australian $).  The Currency Convertor which can be enabled in the shopping cart is a guide only.  Billing in the final step of our shopping cart will be in AUD (Australian Dollars).  This will be converted to your currency by your bank based on your card and the rate of the day with your bank.

FREE SHIPPING TO CUSTOMERS A$200+ (Standard delivery) Customers will receive free standard shipping on all online orders over $200+ within Australia or New Zealand (not applicable to stockists).  For an overseas delivery address please check on the shopping cart page or checkout page for delivery options including any delivery fee, shipping options or free shipping.  Any queries please email us at [email protected] Timeframes for standard shipping are available on the Australia Post website or if you require express please select this option at checkout.

FREE SHIPPING TO STOCKISTS IN AUSTRALIA/NEW ZEALAND
For free shipping to stockists please sign in and view the checkout page or your shopping cart.  Timeframes for standard shipping are available on the Australia Post website or if you require express please select this option at checkout.

SHIPPING & DESPATCH

Orders are generally despatched within 24 hours (business days).  You will receive a copy of your order/invoice to the email address you have supplied.  Please check the details correctly and ensure your delivery address details are correct.  For any changes please email us immediately at [email protected] or phone us directly if you need to make any amendments.  We are not responsible for any details entered incorrectly once orders have been despatched.  An email confirmation from our postal service Australia Post will be emailed to you once your order is despatched with tracking information providing you entered a valid email address.  Australia Post for delivery in Australia requires someone present to sign for the parcel otherwise the parcel will be delivered to the local post office and a notification card will be left with your mail.

Please choose your freight option of express or standard.  You can expect to receive your order in the following time frames after despatch: for standard (regular) delivery in Australia.
Major Cities – 2 to 5 business days
Other Areas – 5 to 10 business days

Standard (regular) delivery will be used for Free shipping.

Express options are available and can be selected in the shopping cart.  Please check Australia Post website for delivery time frames of Express delivery.  Generally express is 48 hours to most capital cities.

TRACKING
You will receive an email confirmation from Australia Post once your parcel has been shipped, this is usually within 24 hours of placing your order after a normal business day. This confirmation will have the date and reference number for your package. You can use the tracking code on this confirmation to track your parcel on the Australia Post website located at http://www.auspost.com.au/track alternatively contact our customer service team on 03 9645 6788 or email [email protected] for further advice.

RETURNS
It is assumed those people ordering on our website have already experienced the product, either as a repeat purchase or as a recommendation by one of our stockists.  If you have ordered the wrong product, then you can return for a full refund within 14 days.

Pola is proud of its high quality products, however if you are not satisfied with an item you have purchased; please let us know in writing within 14 days of receipt.  We are happy to refund the product and postage costs if the item is defective or sent due to our error.  Please note that the items must be unopened, and unused for return in this case. In order to process your returns as quickly as possible, all returns must include:

  • Your name
  • A copy of your invoice or your order number
  • Reason for return

When returning items, please ensure that items are packed securely to prevent any damage in transit. We also suggest sending via registered or insured post so the parcel can be traced.

Please contact us at [email protected] or by phoning,  Australia only +61 3 9645 6788 before returning anything so we can inform you where to send and how to arrange the refund. We will email you a Product Return Form.

Returned items will be refunded using the same method used to make payment for the order.

PAYMENT METHODS ONLINE


We accept Visa, MasterCard, Paypal and Direct Bank Deposit.  Payment is via Eway Online Secure Payment System. For secure methods place your order via our online shop or call our customer service team on (Australia) +61 3 9645 6788.  If you wish to place an order via email please email us at [email protected].
To pay via Direct Bank Deposit please transfer the funds to the account quoted in the checkout.  Pola does not withdraw funds from your account, this transfer needs to be done by the customer.  Please quote your invoice number as the reference.

CURRENCY AND PAYMENT
All prices shown on the shopping cart are in Australian dollars and include GST for Australian orders.   Overseas orders do not have any refunds or credits on GST as no tax is payable here on overseas orders.  The RRP prices listed on website are the prices payable for overseas in Australian Dollars.   Please use the currency convertor in the shopping cart for an approximate guide to your currency based on the daily exchange rate.  Billing will be in Australian Dollars and you will be billed in your own currency based on the currency exchange applied by your bank.

CANCELLING AN ORDER
Once your order is placed and your payment details have been supplied, your order will be processed.  Should you wish to cancel your order you will need to contact customer service at Pola Head Office on 61+ 3 9645 6788  or [email protected] to go through the steps of a refund. You will be required to supply all details of your order including card details or payment reference.  Refunds can take 5-10 working days to appear in your account.

Please contact us at [email protected]  or by phoning toll free 61+ 3 9645 6788 before returning anything so we can inform you where to send the products and we will email you a Product Return Form.

Returned items will be refunded using the same method used to make payment for the order.

Delivery address outside of Australia will receive orders in approximately 3-10 working days.

Postal charge does not include possible taxes and duties which may be applied by customs in the country where the order originated. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable “merchandise”. We are also prohibited by law from marking the order as a “gift”, even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details.

Goods mailed into New Zealand may be subject to import duty. Visit New Zealand Customs Service for further information.

TRACKING

Please check the details on your order carefully.  we accept no responsibility for errors by the customer once the order has been despatched.  Tracking is available with Express Post International 2-20kg (to most countries) along with a signature required on delivery.   Please contact us for your tracking information should it be required; email [email protected]  or phone +61 3 9645 6788.  We recommend Express Post International as the safest and fastest way for your delivery.

We hold no responsibility for goods sent Registered Post International and we recommend Express Post International for its tracking and signature requirements.

The postal fee charged does not include possible taxes and duties which may be applied by customs in the country where the order originated. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable “merchandise”. We are also prohibited by law from marking the order as a “gift”, even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details.

Customs and Duty Charges
International orders may be subject to local charges such as taxes and duties. As the recipient of the goods, you the customer are liable for all import duties, customs, taxes and associated fees levied by competent authorities of the shipping destination and payment of these charges may be required for customers order to be released from customs. If you refuse to pay these charges your parcel may be classified as abandoned. You agree that we will not be held responsible for any loss of funds or goods as a result of your parcel being returned to Australia or deemed to have been abandoned.

We have no control over any charges that may be imposed by authorities in your country on your order, and cannot predict what those charges may be. We will not be held responsible for any additional charges on customers’ orders, nor can we accept a return of the order in this case.

Customs policies vary from country to country – please contact your local customs office for further information on your country’s laws.

Pola Skincare & Cosmetics Pty Ltd. cannot mark international orders as a gift in order to bypass or reduce any customs fees as this is an illegal practice.

Important: If your order has not been delivered within the specified times please contact us at [email protected] .   You will need to quote your tax invoice number to ensure prompt service.

With the exception of laws relating to customs and to taxes and duties on imported goods, the parties agree that the laws of the State of Victoria, Australia apply to this transaction. The parties submit to the exclusive jurisdiction of the courts of Victoria in relation to any dispute in relation to the sale and purchase of goods.

 

 

Official Agent and Distributor in Australia/New Zealand, Pola Skincare and Cosmetics

Japanese Skincare and Cosmetics Pty. Ltd.

Unit 9, 34 Wirraway Drive, Port Melbourne 3207 Victoria Australia

P +61 3 9645 6788     F+61 3 9645 6188   Mob. 0419 347576

 

Convert e-commerce currencies