I confirmed my order but I didn't receive a confirmation email, what should I do?

Your confirmation email can take up to 2 hours to arrive in your inbox. Please also check your spam or junk folder.
If you still haven’t received anything after this time, feel free to contact us at contact@pole-factory.com or via the contact form.

Can I modify my order after it's been placed?

We do our best to process orders quickly, so we cannot guarantee that changes can be made once the order is confirmed.
However, if the order hasn’t yet been shipped, please contact us as soon as possible using the contact form (don’t forget to include your order number).
We’ll do our best to assist you!

When will my order be shipped?

We do everything we can to ensure your order is delivered as quickly as possible!
Orders placed between Friday afternoon and Sunday will be processed the following Monday. Orders placed on public holidays will be processed the next business day.

You can expect to receive your package within 2 to 5 business days after order confirmation for shipments within mainland France, and generally within 3 to 8 business days for shipments within Europe.

Note: For items from the Lupit brand (excluding Lupit Pads), delivery times may vary as they are shipped directly from the supplier.

I received a defective item, what should I do?

I received a defective item, what should I do?Please contact our customer service team as soon as possible by sending yourorder number and a photo of the itemto:contact@pole-factory.com.

Is the payment secure?

Yes, our website is completely secure! We protect all data you share with us using an HTTPS server and SSL (Secure Sockets Layer – the little padlock next to the URL). Your data and information are encrypted and protected from hacking or malware. Additionally, your banking details are fully encrypted.

What payment methods are available?

You can pay by credit card (Visa, MasterCard, Carte Bleue), either in one or three installments. As our company is based in Monaco, PayPal payments are currently not available.

Can I use more than one promo code per order?

No, only one promo code can be used per order.

Where do you ship to?

We ship internationally. If your country doesn’t appear in the list at checkout, feel free to contact us directly.

How can I track my delivery?

As soon as your order is shipped, you’ll receive a confirmation email with your tracking number.

Are there import duties and taxes?

VAT and import duties may apply to countries outside the EU. All international order-related fees are the buyer’s responsibility. Please note that if you refuse to pay customs fees and the parcel is returned to us, shipping charges will not be refunded.

What happens if my order is returned to the sender?

If this happens, we’ll contact you once the parcel arrives back at our warehouse to arrange a new shipment (additional shipping fees will apply). Any return fees charged by the carrier will also be at your expense.
If you prefer a refund, both the original shipping cost and return-to-sender fees will be deducted from the total.
If the return was due to a courier error, you won’t be held responsible and we’ll reship your items as soon as possible.

Can I get a refund for a product?

You’ll find all the details on our “Refund Policy” page. Feel free to contact us at contact@pole-factory.com if you have any questions.

How long do I have to return an item?

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

What can be returned?

To be eligible for a full refund, items must meet the following conditions:

• Must be unworn and unused
• Must not have been washed
• Must be in their original condition, as received

Items returned damaged or in an unsuitable condition will not be eligible for a refund. The following items are also non-refundable:

• Water bottles
• Grips
• Sale items

How will I receive the refund?

Once we’ve received and inspected your return, we’ll email you to confirm its arrival. If everything is in order, your refund will be processed and a credit will automatically be applied to your original payment method within a few days.

Alternatively, you can choose to have the refund credited directly to your Pole Factory wallet.

If your refund is taking longer than expected, please check your bank account first. Then, contact your bank — processing times may vary.
If you’ve done all of this and still haven’t received your refund, please reach out to us at contact@pole-factory.com.

Do all brands fit the same way?

No, each brand has its own size guide (you can find it in the product descriptions). When we know that an item runs particularly small or large, we usually mention it in the product description.

Still unsure? Feel free to contact us using the contact form!

Are there any care instructions?

Care instructions are listed in each product’s description.

How can I know when an item is back in stock?

If a product is out of stock, you can sign up for restock notifications by entering your email directly in the dedicated box on the product page. You’ll automatically be notified when the item is available again!

To stay updated on restocks and new arrivals, we also recommend following us on Instagram (@polefactorymc) and/or subscribing to our newsletter (form available at the bottom of our website)!

Products from the Lupit brand (except for Lupit pads) are shipped directly by the supplier. Therefore, delivery terms, costs, and times may vary.