Frequently Asked Questions (FAQ)

• If you would like to order by telephone, contact us on +4306608438600.

• If you want to order by email, contact us at shop@polleosport.eu

• We can also be reached on Facebook and Instagram.

• Our customer service is there for you Monday to Friday from 9:00 a.m. to 5:00 p.m.

No minimum amount is defined for orders.

If you have any questions, you can contact us on +4306608438600 and shop@polleosport.eu  You can also inquire with our colleagues in any of our branches.

Our webshop is separate from the stores. It's best to contact the store directly.

Unfortunately, this item is currently not available. If you'd like to be notified when it becomes available again, click on "Notify Me."

You can find the different variants (size / color / flavor) next to each individual product. Simply click on the desired variant to check its availability.

The desired size is unfortunately not available.

You will receive the message by email if you have chosen the "Notify me" option.

Your order may have been lost in the system. In such a case, it would be best to contact us at +4306608438600 or shop@polleosport.eu.

If you want to change or cancel your order, please contact us at +4306608438600 or shop@polleosport.eu.

For wholesale prices and terms, please contact our colleagues at wholesale@polleosport.com.

Of course, our Loyalty Club is called LeoClub.

As a LeoClub member, you'll enjoy various benefits: You collect points with every purchase and receive discounts and other advantages.

For more information about the services and benefits of the LeoClub, you can visit the following link: LeoClub Program.

You can get coupon codes from our newsletter, our Facebook page, or our Instagram page.

Simply enter the voucher code in the shopping cart in the “Enter voucher code here” section and click on “Redeem points”.

Yes - just enter the codes one by one in the section.

It is possible to use a coupon code for multiple separate purchases.

It is not necessary to log in to use the coupon code unless the coupon states otherwise.

The voucher code does not apply to items that have already been reduced. The discounts are not cumulative and the higher discount rule applies unless otherwise stated on the voucher.

The coupon code is only valid for purchases in the web shop, unless the coupon states otherwise.

If you have problems redeeming, you can take the following steps:

• Check whether you entered the code correctly

• Check how long this code should last

• Check whether the items are on sale, because the discounts are not cumulative

If you have verified that the coupon code was entered correctly, is valid and all conditions of the voucher are met, but it still does not work, you can contact our customer support at the email address shop@polleosport.eu.

User Account Benefits:

• Shop faster

• Track order status

• View past orders

No, you can easily place an order as a guest. The important thing is to enter all the necessary information.

Registration is simple and can be done before or during the ordering process. Just click on "My Account" at the top of the website and enter all the necessary information, or register using Facebook.

Of course! Just click on "My Account" and update the information.

Yes. Click on "My Account" the left corner, you'll find the option "Change Password." Update your password and click "Confirm."

Click on "Forgot Password" and follow the steps.

You can easily add another address. Click on "Address Book" and then "New Address." Here, you can also choose the delivery address (the new one or the old one). If you selected the wrong address during your order, please contact us by phone or email.

If you want to delete your account, please contact us at shop@polleosport.eu, and we will delete your account for you.

All prices are indicated in Euro (€).

Prices are the same regardless of the payment method.
Note: PayPal has its own fees.

The following payment methods are accepted:

• Credit card (MasterCard, Visa, Diners, Maestro)

• Revolut card

• Payment in advance

If paying in advance, the payment details will be sent to the customer by email, along with the account number to which the total value of the order must be paid.
Payment can be made within 3 days, via internet banking or in the way the customer normally pays bills, i.e. at the bank, at the post office, etc.
As soon as the payment is visible in our system, the order will be shipped. If the order is not paid within 3 days, it will be automatically canceled.

• Klarna

• Google Pay and Apple Pay

• PayPal

Unfortunately this option does not exist.

If paying in advance, the payment details will be sent to the customer by email, along with the account number to which the total value of the order must be paid.

Payment can be made within 3 days, via internet banking or in the way the customer normally pays bills at the bank, post office, etc.

As soon as the payment is visible in our system, the order will be shipped. If the order is not paid within 3 days, it will be automatically canceled.

Polleo Sport guarantees that all personal customer data is protected. Only the data that is necessary to fulfill our obligations is collected. All customers will be informed about how the data collected will be used and will be asked how it may be used. Customers can request that their name be removed from the customer list so that their data is not used for marketing purposes.

All data is strictly guarded and is only available to those employees who need it to fulfill their duties. All Polleo Sport employees, as well as all business partners, are obliged to keep private data secret.

Of course; When ordering, click on “I need an R-1 invoice” and enter the following information:

• Company name

• Address

• Postal code and city

• Company number

Contact us at shop@polleosport.eu and state your company's tax number (VIES database) and we will create the VAT invoice for you.

Most products are in stock. It may happen that a product is currently not available. If you would like to be notified when a product is back in stock, click the Notify Me option.

Some items must be ordered directly from the manufacturer, of which you will be notified.

The images in the web shop are symbolic. Deviations are possible.

Normally, we deliver to :

• Belgium
• Bulgaria
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Greece
• Hungary
• Ireland
• Italy
• Latvia
• Lithuania
• Luxembourg
• Malta
• Netherlands
• Poland
• Portugal
• Romania
• Slovak Republic
• Spain
• Sweden

If you are from another country, please contact us at shop@polleosport.eu, and we will arrange delivery for you.

GLS delivers all orders except gymnastic mats and larger fitness equipment. Overseas (and sometimes Schenker) handles the delivery of gymnastic mats and larger fitness equipment.

Shipping costs for orders under 49.99 Euro are 4.99 Euro; shipping is free for orders over 49.99 Euro. For orders over 49.99 Euro, you can choose between free shipping or one of the offered gifts. However, for orders over 49.99 Euro, you can select only one option, either free shipping or a gift, both options cannot be combined.

When choosing to pick up your order in the store, there are no shipping costs.

Packages are typically delivered within 5 to 7 working days if the item is available. If the product is not available, it will be ordered from one of our stores or directly from the manufacturer. In that case, the delivery time may be extended by 2 to 3 days. You will be notified of any changes in a timely manner.

You will receive the tracking information as soon as your order is handed over to the delivery service.

Contact us at shop@polleosport.eu or by phone at +4306608438600, and we will resolve the issue.

In this case, the delivery service will hand over your package to a parcel shop near you and leave you a notification. If you haven't received a notification, please contact us at shop@polleosport.eu or call us at +4306608438600, and we will resolve the issue.

When ordering, choose the "In-store Pickup" option, and your package will be delivered as soon as possible without any shipping costs.

Orders are processed and dispatched as quickly as possible, depending on the availability of the items. If there are no copies of the desired item in stock, they will be ordered from a store or the manufacturer, which may extend the waiting time by 2 to 3 days. You will be notified if items need to be ordered separately.

• We guarantee that your order will be processed, packed, and dispatched within one day after creation or at the latest on the next day.

• If you have chosen the "In-store Pickup" option, we guarantee that your order will be ready for pickup on the same day or at the latest on the next working day.

• Priority processing is only available for items that are in stock.

• Orders with priority processing will be processed and packed within 1-2 hours, ahead of all "standard orders."

• There is an option for payment by offer (you will receive the offer via email). Note: In this case, the order can only be processed after payment is received, even if priority processing is selected, which means the processing time can take 1-2 business days.

• Changing the payment method or delivery option is not possible after you have completed the order.

• For orders with priority processing, shipping costs will be €2.99 higher.

• Priority processing does not guarantee that the order will be delivered on the desired day/date. Priority processing means that the order will be processed, packed, and handed over to the delivery service as quickly as possible.

• You need the original invoice.

• The original packaging must not be damaged.

• Food items must be sealed, and the original labels and declarations must not be damaged.

• Clothing and footwear must be clean, unworn, and unwashed, with the original labels intact. Socks and underwear cannot be returned.

• Smartwatches and electronic devices must be unused and can only be returned with the original packaging and all associated parts and declarations.

• Fitness accessories must be unused and can only be returned with the original packaging and all associated declarations.

Returns/complaints will not be approved if:

• The item has been used, opened, or washed (clothing).

• The item has been damaged (no manufacturing defect) due to wear or user negligence.

Customers are responsible for the shipping costs.

Returns to the store are free of charge – our colleagues will send the items back to the warehouse.

You can initiate the return request at the following link: https://app.polleosport.eu/returns

Enter your order number or postal code, verify your information, and choose one of the provided return options. After that, your request will be approved (or denied).

You will receive an email notification regarding whether your request was approved or not. After approval, you will receive further instructions on how to return the merchandise.

Just follow these steps.

For Loyalty Club members, several return options are available:

• Return at the Polleo Sport Store: After approval, take the repackaged items to the nearest Polleo Sport store. Just show our colleagues your return number, and you're done.

• Shipping at Your Expense: Package the items and send the package using a delivery service of your choice to our address. We only ask that you write your return number on the package.

Polleo Sport Warehouse
Samoborska Street 134
10000 Zagreb
Croatia

• Pickup at Your Address: Package the items with the original invoice in the original packaging. We will schedule a pickup and send a courier to your address. You only need to hand the package to the courier.

Refunds will be processed in the same manner as the original payment method.

• PayPal - PayPal

• Stripe, Google Pay, Apple Pay - Refund to the account or card used for the payment

• Prepayment - Refund to your account

• Cryptocurrency - Refund to your account

• Google Pay and Apple Pay

• Klarna

You can return your order within 14 days of receipt.

Psssssst… Loyalty Club members can return clothing and shoes within 30 days of receipt.

Yes, you can make the exchange in the store. You only need the original invoice.

Yes, you just need to return the items unused, and you'll need the original invoice.

Unfortunately, you will need the original invoice for the return.

You can track your return at any time. Just enter your return number in the "Track Return Status" section on the page: https://app.polleosport.eu/returns

We kindly request you to submit a return request on the page https://app.polleosport.eu/returns and include images of the damaged products. Upon approval, the products will either be exchanged or refunded, according to your preference.

You can use the delivery service of your choice; we recommend GLS.

We would kindly ask you to submit a return request on the website https://polleosport.at/retoure. Simply enter your order number or postal code and review the information. Our customer service will review your request within 48 hours (2 business days).

In that case, we would kindly ask you to contact us at shop@polleosport.eu.

In that case, please contact us at shop@polleosport.eu, and we will arrange a pickup for multiple returns.

You can send us a message at shop@polleosport.eu, and we will cancel the return. If your return (at your expense) doesn't arrive at our facility, it will be canceled.

You can contact us at shop@polleosport.eu and +4306608438600 every working day between 09:00 and 17:00. We are also available on our Facebook and Instagram pages.

Of course. More information about this:

• Data Privacy

• Confidentiality Agreement

• Terms of Use

• General Terms and Conditions

The E-Gift Card is the digital version of our well-known gift vouchers, which are sent to the desired email address after purchase. With it, the recipient can freely choose from a wide range of dietary supplements, vitamins and minerals, combat and fitness equipment, clothing and shoes, as well as everything needed for fitness and relaxation.

It's very simple. Go to the E-Gift Card page, enter the recipient's email address, and select the value of the E-Gift Card. Once you've chosen the desired amount for the E-Gift Card, click on "ADD TO CART," follow the required steps, and confirm the order.

Unfortunately, it's not possible to purchase multiple E-Gift Cards at once. If you wish to buy multiple pieces, simply repeat the purchase process. You can specify the same recipient's email address or a different one during the subsequent purchase.

The card will be delivered in PDF format to the recipient's email address provided during the purchase.

After you've selected something from our range, enter your E-Gift Card code under "Use gift card." Simply enter the voucher code you received by email and click "Use gift card."

Yes, it is possible to use multiple gift cards (E-Gift Cards) at once for a single purchase.

The holder of the E-Gift Card decides how and to what extent they want to use it, as the amount on the gift card does not have to be used all at once. If the invoice amount is lower than the value of the E-Gift Card, you can use the remaining amount for your next purchase. If the amount on the E-Gift Card is not sufficient to cover the entire invoice amount, you can pay the remaining balance with other available payment methods.

Regardless of the season, you can shop unlimitedly and flexibly as the E-Gift Card is valid for 12 months from the date of purchase.

The E-Gift Card can only be used in the online store. You can easily browse and order your favorite products from home on the online store.

If the amount on your E-Gift Card is not sufficient to cover the entire invoice, you can settle the remaining balance using other available payment methods.

Polleo Adria GmbH is not liable for the loss of the E-Gift Card, and no refund or compensation can be claimed in case of loss.