FAQs
Frequently Asked Questions (FAQs)
Why should I create an account?
Creating an account allows you to enjoy a smoother shopping experience. You can view your order history, track your shipments, save your favourite items to your wishlist, and complete future purchases faster without having to re-enter your details every time.
Can I cancel my order after it has been shipped?
Unfortunately, orders cannot be cancelled once they have been processed and dispatched. Please ensure all order details are correct before completing your purchase.
Can I change my order after payment has been made?
We are unable to guarantee changes to orders once payment has been completed. If you need assistance, please contact us as soon as possible at shop@polaa.my and we will do our best to assist before your order is processed.
When will my order be shipped?
Orders are processed and shipped on business days only (Monday to Friday), excluding weekends and public holidays. Once your order has been handed over to the courier, a tracking number will be provided so you can monitor the delivery status of your parcel.
How long will it take for my parcel to arrive?
Delivery typically takes between 3 to 5 business days after your order has been shipped, depending on your location and the courier service.
How can I track my order?
Once your parcel has been collected by the courier, a tracking number will be provided so you can monitor the delivery status of your shipment.
What if my parcel is delayed?
Delivery times may vary depending on the courier service and destination. If your parcel has been delayed beyond the estimated delivery timeframe, please contact us and we will assist you in checking the shipment status.
What should I do if I receive the wrong item?
We sincerely apologise for any inconvenience caused. If you receive an incorrect item, please contact us at shop@polaa.my within 5 days of receiving your parcel. Our team will assist you in resolving the issue and arranging the necessary return and replacement process.
What should I do if I receive a defective item?
We take great care in ensuring the quality of our products. If you receive a defective item, please contact us at shop@polaa.my within 5 days of receiving your parcel, together with clear photos of the defect. Once verified, we will provide a replacement, refund, or coupon code in accordance with our Return & Refund Policy.
Can I return or exchange an item if I change my mind?
No. We do not accept returns, refunds, or exchanges due to change of mind, personal preference, or requests to switch to another colour or design. Please refer to our Return & Refund Policy for full details.
Do you ship internationally?
At the moment, we only offer shipping within Malaysia. We currently do not support international shipping.
Is self-pickup available?
No, self-pickup is currently not available. Pola operates exclusively as an online store, and all orders will be delivered via our appointed courier service.
What payment methods do you accept?
We accept secure online payments through the payment methods available at checkout.