PLEASE NOTE:
Due to COVID-19, we are operating with vastly reduced staffing levels and as such, orders are being processed and dispatched in batches 1-2 times per week. This may result in some delays on some orders.

FAQ


Where is my order?

  • You will receive an email when your order has been dispatched. Once dispatched, UK orders should arrive with you in 1 to 5 working days.
  • Customers are welcome to contact us to request a tracking or reference number. This can be used with the relevant courier to track the parcel.
  • Please click here for further delivery and dispatch information.

What happens when an item is on back order?

  • We cannot guarantee that all of the items on your order will be in stock at the time of ordering. In cases where most of the items are in stock, these will be dispatched and the remaining item(s) will be placed on back order.
  • This means that they are being ordered from the manufacturer and will be sent out to you as soon as we receive stock.
  • We do not add any shipping charge for the second dispatch.
  • If the remaining item is going to take a while to arrive, or is found to be out of stock, we will contact you and will work to recommend a suitable alternative.

Is my item in stock?

  • Our site currently acts as an online catalogue and does not display live stock levels. We work closely with our suppliers to ensure the majority of items are in stock. Occasionally, we may need to order items from the manufacturer. This can take a few days.
  • If the item is going to take much longer, or is found to be out of stock, we will contact you and will work to recommend a suitable alternative.

Do you ship internationally?

  • Yes, we can ship world-wide.
  • A default international shipping charge will be added to your order. This will be amended in relation to size, value and destination. If the shipping cost increases, we will contact you before processing the order.
  • Non-UK orders will typically arrive within 2 weeks of dispatch, but we ask that you allow up to 28 days for delivery.
  • Please note that we will not pay for import or customs charges. We advise that customers look into these costs before ordering.
  • International shipments can occasionally be delayed by customs, unfortunately we have no way to prevent this.
  • If you need a shipping quote, please contact us.
  • Please click here for further delivery and dispatch information.

Do you accept returns?

  • Yes. We accept returns and exchanges, please click here
  • Items must be returned in a sale able condition. We cannot accept items that have been used.

I've received the wrong item. What can I do?

  • On rare occasions, mistakes can be made. If you have received the wrong item we will be happy to exchange this for you.
  • Once we have received the incorrect item back, we will process the exchange and get the right item sent out to you.
  • In this scenario, we are able to reimburse up to £6.00 in shipping costs. Please provide a copy of your postage receipt so that this can be processed.

I missed my delivery, what now?

  • If you have missed your delivery, the courier should leave information to advise you on what to do next. This may involve scheduling a new delivery or collecting the item from a sorting office
  • If the item is left, it may be returned to us by the courier. We are able to re-dispatch the parcel however a new shipping cost will be charged

Can I visit your shop?

  • Well of course you can! We are located at 5 Frog Island, Leicester, LE3 5AG.

STORE OPENING TIMES - From 12th April 2021

  • Monday - CLOSED
  • Tuesday - 9:00am - 3:00pm
  • Wednesday - CLOSED
  • Thursday - CLOSED
  • Friday - 9:00am - 3:00pm
  • Saturday - CLOSED
  • Sunday - CLOSED


COVID 19 UPDATE:
Following the recent easing of restrictions we will be re-opening the showroom on a part time basis with effect from the 13th April 2021, by appointment only. We will only be opening on a Tuesday and Friday for the time being. The reason for this is that business is very slow and we still have staff on furlough until things pick up business wise. We apologise for this, but excepting furlough we have received no support in the form of grants and / or rates reductions. To make an appointment, please call 0333 335 0438 or email customerservice@polimil.co.uk

The following restrictions will remain in place

  • You must wear a facemask at all times.
  • Please use hand gel from dispenser on entry.
  • Maintain social distancing at all times.
  • Only a limited number of people will be allowed in at any one time so please be prepared to wait in the car park if necessary.
  • Making an appointment is mandatory. If you just turn up, we cannot guarantee being able to serve you.