Shipping & Delivery
Important information regarding orders.
• Delivery Information
At Polaris our aim is making sure you get your order as quickly as possible. Below each header is information relating to how we get our goods in your hands and how our costs are calculated.
• Your Contact Information
Please ensure all your contact details are 100% correct at the time of ordering. Help us deliver your order as efficiently as possible by providing us with a mobile telephone number when placing your order on our website. This way your parcel carrier can contact you, should they need to on the day of your delivery. If you are ordering from overseas a telephone number is a requirement for customs and providing one will speed up your clearance / delivery speed.
• General Order Information
We aim to process and ship all orders placed before 3pm (Monday to Friday) within 1 - 2 working days. This may not always be possible during the busy trading periods such as Christmas and may lead up to a delay of an extra 2 - 4 working week days. Orders received after 3pm on a Friday, or weekend, will be shipped the following Monday at the earliest - You can always guarantee same day dispatch and fast track delivery within 1 working week day when placing your order Monday to Friday (ordered before 3pm) and upgrading your chosen delivery method during checkout (*Please note that orders received after 3pm Monday to Friday will still be shipped the next working day not on the same day).
• Next Day Exclusions
Our next day services exclude the Highlands & Islands of the United Kingdom unless specified.
• Holiday Periods
Please be aware that during busy holiday periods, such as Christmas we cannot be held responsible for delivery delays that have occurred once an order has left our premises. This is then the responsibility of your dedicated courier. In all circumstances we do our best to ensure your delivery arrives on time but we cannot account for external factors. Our last postage date is dictated by the postal service or courier working dates through these periods.
• Postage Costs Explained
All Polaris orders are subject to our flat rate charge unless under special circumstance, all clothing orders will be a flat rate based fee from Free to £6.99 depending on your selected service. These advertised postage pricing values refer to domestic UK shipping.
Our postage costs are calculated from the combined cost of; postage, packaging, man hours and the living wage pay of our staff.
We offer a FREE "collect from store" service from our HQ in Dronfield (S18 1PN) on select items which we encourage local customers to use; our collection opening times are Monday - Friday 8am - 5pm.
• Postage Providers Domestic
Orders are shipped via DPD (unless otherwise specified) with a delivery confirmation code. This is NOT a tracking number but can be used to determine if your order has been delivered successfully. If you require a tracked service please contact us. Other courier services used by Polaris include; Royal Mail, Parcelforce by Royal Mail and DHL. We recommend you use an app such as Parcel to track your order no matter the carrier.
• International Orders
Shipping for international orders are quoted at checkout, if you can not see or select a shipping method for your overseas order please contact us and we can quote shipping accordingly. All international orders come with a tracking code and this can be found on your shipping confirmation.
• Domestic Free Shipping
We now offer a FREE shipping service for domestic resident addresses of the United Kingdom for orders (excluding Highlands & Islands*). This is not included for items classed as "oversize" such as bikes, frames, bike transport and other large or heavy products. All international enquiries for “oversize” or heavy products are quoted for, on an order by order basis. All shipping must be paid for in addition before the original order will be released.
*Exclusions on highlands and islands will be subject to a postage quote after your order has been received on our systems..
• Shipping Responsibilities
We will deliver the goods to the premises you specify on your order, however we will not accept responsibility for loss or damage if you instruct the delivery company to leave goods unattended. Disposal of packaging materials is your responsibility but please keep all of these materials if you wish to return your order. If you wish to change your designated delivery address once the goods have been marked as dispatched, we reserve the right to pass on to you any extra changes made by our carrier for redirecting your delivery. If the goods are lost or damaged in transit please let us know promptly, any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves immediately. We are not responsible and cannot be held liable for any consequential loss caused by late delivery or failure to delivery by the appointed carrier. Liability in such cases is limited to only the value of those items, which are shown to be missing or not received by the customer.
• Order Cancellation / Returns
Outstanding orders can be cancelled at any time during the period before dispatch. In instances where payment has already been made, an alternative or refund in full for the item(s) concerned will be given. To cancel any item, you can e-mail or telephone us quoting your order invoice number. After this time, if items are still unwanted, a full return must be made in the specified return timeframe - You must take reasonable care of the items and must not use them. Goods must be returned to us within 7 days of your returns notice to the address below;
Polaris.
FAO: Returns, Velocity Point,
Wreakes Lane, Dronfield,
Derbyshire, S18 1PN
United Kingdom
• Distance Selling Regulations
You have the right to cancel your order within 14 (Fourteen) days following your date of delivery for any item unused, purchased through the Polaris website for refund. This does not apply to the following:- perishables, consumables, personalised items (spec or design), downloads or digital media.
• Coupons, Promotions & Discounted Orders
Please note discount codes or promotional offers can only be applied to the stated items and not products outside said offers. Hike, Bike and Ride reserve the right to cancel any order seen as manipulating our promotion or going against our offer terms due to error.
If you wish to contact Polaris by telephone, please call +44(0)1246 947532. All other contact information is available via our website footer.