I validated my order but I haven’t received a confirmation email, what should I do?

Your confirmation email may appear in your inbox up to 2 hours after your order. Also check your spam/junk mail folder. If you don’t receive a confirmation email after this time, please contact us at contact@pole-factory.com or by filling out the contact form.

Can I modify my order after validation?

We do our best to offer quick processing of your order, so we cannot guarantee that we will be able to modify your order afterwards.
However, if the order has not yet been shipped, please write to us as soon as possible using the contact form (don’t forget to provide us with your order number): we will do our best to help you!

When will my order be shipped?

We make every effort to ensure that your order is delivered as quickly as possible!
Orders placed from Friday afternoon to Sunday will only be processed the following Monday, and those placed on a public holiday will be processed the next working day.
You will receive your package within 2 to 5 working days from the validation of your order for shipments to Metropolitan France, and generally within 3 to 8 working days from the validation of your order for shipments to Europe. Note: For items from X-pole and Lupit brands (except Lupit pads), delivery times may vary as the products are sent directly by the supplier.

I received a defective item, what should I do?

We invite you to contact our after-sales service as soon as possible, specifying the order number followed by a photo of the item at the following email address: contact@pole-factory.com

Is the payment secure?

Yes, our website is perfectly secure! We protect the data you provide us on an HTTPS server using SSL (Secure Sockets Layer, the padlock to the left of the URL) protocol. The transfer of your data and information cannot be hacked or targeted by malicious software. Additionally, your banking information is completely encrypted.

What payment methods are available?

You can pay by credit card (Visa, MasterCard, Carte Bleue). As our company is based in Monaco, payment by PayPal is not available at the moment.

Can more than one promo code be used on the order?

No, you can only use one promo code per order.

Where do you deliver?

We deliver internationally. If your chosen country does not appear in the list, please contact us directly.

How can I track my delivery?

As soon as your order is shipped, you will receive a confirmation email containing the tracking number of your package.

Are there import duties and taxes?

VAT and import duties may apply to countries outside the EU. All fees associated with international orders are the responsibility of the buyer. Please note, however, that if you refuse to pay customs fees and the package is returned to us, shipping costs will not be refunded. Be aware, however, of X-Pole products: shipped by the supplier from the UK, they may be subject to customs fees.

What happens if my order is returned to sender?

In this case, we will contact you as soon as we receive your order at the warehouse to arrange your new delivery (subject to additional shipping costs). Any potential return fees applied
directly by the courier will also need to be paid. If you wish for a refund, the shipping and return costs to the sender will be deducted from the total amount. If the return to sender is due to a courier error, you will not be held responsible for the costs and we will resend your items as soon as possible.

Can I get a refund for a product?

The entire procedure is detailed on our refund policy page. Don’t hesitate to contact us by email at contact@pole-factory.com if you have any questions.

How long do I have to return an item?

You have 30 days to return an item from the date of delivery.

What can be returned?

For a full refund, items must meet the following conditions:

• Not have been worn or used
• Not have been washed
• Be in their original condition, as they were received

Items returned damaged or in an inappropriate condition will not be eligible for a refund. Also not eligible are:

• Water bottles
• Grips
• Sale items

How will I receive the refund?

Once your return is received and inspected, we will send you an email to inform you that we have received your returned item. If everything is in order, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days. If your refund is delayed, first check your bank account.
Then, don’t hesitate to contact your bank: there may be some time before your refund is officially posted. If, after all this, you still haven’t received your refund, please contact us at contact@polefactory.com.

Do all brands size the same way?

No, each brand has its own size guide (you can find it in the product descriptions or in the size guide section). Also, when we know that an item runs larger or smaller, we usually mention it in the product description. Still not sure? Don’t hesitate to contact us using the contact form!

Are there care instructions?

We have noted the care instructions in the descriptions of each product!

How can I be informed if an item is back in stock?

If an item is out of stock, you can sign up for restock notifications by directly entering your email address in the box provided on the product page. You will then be automatically informed when it’s back in stock!
Also, to stay informed about our new arrivals and restocks, we recommend following us on Instagram (@polefactorymc) and/or subscribing to our newsletter (box available at the bottom of our website)!

Products from X-Pole and Lupit brands (except for Lupit pads) are sent directly by the supplier. Conditions, costs, and delivery times may therefore vary. Possible customs fees should be considered for any X-Pole order.