FAQ 🧐

PRESENT/GIFT CARD

How does the "I want to send as a gift" option work?

  • It's an additional paid option - you can check the box on the product page for "Gift wrap," which costs 30 PLN, and a nice surprise is guaranteed.

How can I give a physical Gift Card as a present?

  • A Gift Card purchased on our website is sent by post as a beautiful Polas voucher. You can enter the recipient's name in "Special order instructions" and we'll write it on the voucher.

What is the validity period of the Gift Card?

  • The validity period is one year. 


ORDERS

I received the wrong order, what now?

  • If the contents of the package don't match your order, please contact us urgently by email at office@polascrew.com

Can I cancel my order?

Can I receive two separately placed orders in one shipment?

  • If the order hasn't yet been processed by the warehouse and courier, this is possible. Please contact us by email at office@polascrew.com

Can I make changes to my order after placing it?

  • If you want to change the address given in your order or the delivery method, please contact us by email at office@polascrew.com. If the order hasn't been fulfilled yet, we'll do our best to help.

Is it possible to issue a VAT invoice?

How do I choose the right clothing size?

  • You'll find a size chart on each of our product pages.

Do I need to create an account to make a purchase?

  • No, you don't, just check out as a guest.


DELIVERY

What is the shipping cost and which courier is used?

  • Within Poland, all orders are shipped via InPost and Orlen Paczka. InPost shipping costs: to a designated parcel locker - 17 PLN, courier delivery - 19 PLN. Orlen Paczka shipping costs: to a designated Orlen parcel machine - 15 PLN. Within Europe, shipments are handled via DPD courier. The shipping cost is 69 PLN.

Which countries do you ship to?

  • We currently ship to selected countries in Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Greece, Spain, the Netherlands, Ireland, Lithuania, Luxembourg, Latvia, Malta, Germany, Norway, Portugal, Romania, Slovakia, Slovenia, Switzerland, Sweden, Hungary, Italy, Poland.

How long is the delivery time?

  • From the moment payment is confirmed, the order should be delivered within 5 business days (Poland) and 7 business days within Europe. 

Can I track my order?


RETURNS

How can I return an item?

  • You can return the package using any courier company you prefer, since the shipping cost is covered by you. Alternatively, you can send it by traditional mail to our warehouse address:

POLAS crew Sp. z o. o.

ul. Leśna 1A, 05-090 Laszczki

office@polascrew.com

How long will I wait for a refund?

  • The refund will be issued within 14 days of the return package's delivery to our address.

Where will the refund be issued? 

  • Przelewy24 - the refund will be issued using the same method as the original payment.
  • PayPo payments - the transaction will either be cancelled or reduced by the value of the returned items, so you only pay for the products you keep.
  • Card payments - the refund will be issued to the bank account linked to the payment card used by the customer.


EXCHANGES

What can I do if the product I chose turns out to be too big or too small?

  • If we have the right size in stock, we can arrange an exchange. Please contact us by email at office@polascrew.com

Can I exchange the chosen product for something else? 

  • If the exchange is for a product from the same category (e.g., hoodie, socks) at the same price, please contact us by email at office@polascrew.com. Exchanging an item for a product from a different category is only possible by placing and paying for a new order, and returning the original item according to the instructions above.


COMPLAINTS

How can I file a complaint?

  • To file a complaint, please contact us by email at office@polascrew.com. To ship your item as quickly as possible, we recommend using our Easy Returns service. You can also send the package by traditional mail to our warehouse address:

POLAS crew Sp. z o. o.

ul. Leśna 1A, 05-090 Laszczki

office@polascrew.com

How long will I wait for my complaint to be reviewed?

  • Once we receive the package, your claim will go into review, and you'll receive a response with the decision and next steps within 14 days.

My complaint has been approved, what now?

  • If the complaint is approved, the item will be repaired or exchanged for another item of full value. If that's not possible, we'll refund you the value of the item.


PRODUCTION

Where are your products designed and sewn?

  • We design and sew locally in Poland. Our main workshop is located in Tomaszów Mazowiecki and is a family-run business.

Do you import any materials or components used in the production of your products?

  • We import a few key components from abroad due to their unmatched quality: Japanese YKK zippers, German MADEIRA thread, and Italian viscose/silk. Sometimes we also import fleece from Asia because of the wide range of colours available there.


RECRUITMENT

Are you hiring?

  • We don't currently have any open positions.


IN-STORE SHOPPING

Where can I buy your products in physical stores?

  • Year-round at Fala boutique (ul. Mysia 3, 00-496 Warsaw) and byBoskie (ul. Poznańska 14/2, 00-680 Warsaw).
  • Seasonally on the Hel Peninsula at Helo Surf (ul. Starowiejska 36, Chałupy 3 campsite, 84-120 Władysławowo), Dream Island (ul. Adama Mickiewicza 139, 84-140 Jastarnia), and Multi Brand Surf Shop (ul. Rybacka 33, 84-140 Jastarnia).