Shipping Policy

Last updated

At POLLY every piece is made or sourced to order, then sent directly to you. Please read the estimated timeframes below before placing an order.

Processing time

Orders are prepared and dispatched within 1–3 business days of payment being confirmed. You'll receive a confirmation by email, and tracking details where available.

Delivery time

The estimated delivery time is approximately 14 days from dispatch. This is an estimate, not a guarantee — most orders arrive within this window, but some may take longer.

Possible delays. Delivery is handled by third-party postal services and couriers. Some orders can be delayed for reasons outside our control — including customs clearance, carrier backlogs, postal strikes, weather, peak seasons, or an incomplete/incorrect delivery address. Such delays are not the responsibility of POLLY and are not grounds for a refund of an order that is still in transit. We will, of course, help you track and follow up on any order that is running late.

Tracking your order

When a tracking number is available it will be shared with you by email. Tracking updates are provided by the carrier and may take a few days to start showing movement.

Customs, duties & import taxes

Items may ship internationally. Any import duties, customs fees, VAT, or handling charges applied by the destination country are determined by local authorities and are the responsibility of the customer. For orders delivered in Israel, parcels may be subject to VAT and customs depending on the order value and current thresholds.

Wrong or undeliverable addresses

Please double-check your shipping address at checkout. We cannot be responsible for orders delayed, returned, or lost because of an incorrect or incomplete address. Re-shipping a returned parcel may incur an additional shipping charge.

Lost or stuck parcels

If your order hasn't arrived a reasonable time after the estimate, contact us at our email and we'll open an enquiry with the carrier and do our best to resolve it.

This policy is provided for general information and does not affect your statutory consumer rights. For questions, contact our team.