Refund policy

Return and Refund Policy

At POLLHEIM, we want you to be completely satisfied with your purchase. If you are not entirely happy, we offer a 7-day return policy, giving you 7 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition as when you received it—unworn, unused, with tags intact, and in its original packaging. A receipt or proof of purchase is also required.

To initiate a return, please contact us at privacy-policy@pollheim.au. Returns should be sent to the following address: 122 Gilbert St, Adelaide 5000, SA. Kindly note that items sent back without prior return authorisation will not be accepted.

Once your return is approved, we will provide you with a return shipping label and detailed instructions on how to send your package back to us. For any questions regarding returns, feel free to contact us at privacy-policy@pollheim.au

Made-to-Measure and Ready-to-Wear Garments

For Made-to-Measure garments, we offer a 7-day notification policy if alterations are required. Should your garment need adjustments, you may be eligible for an in-store credit to compensate you for a maximum of $100. Simply contact us at privacy-policy@pollheim.au to confirm instructions and acquire credit. Once confirmed, we will arrange credit note for your use online/in-store at your discretion. 

For Ready-to-Wear items, we offer returns in the form of store credit only, with that 7 day time limit upon receiving your order.

Damaged or Defective Items

Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect. We will assess the issue promptly and ensure it is resolved to your satisfaction.

Exceptions to Returns

Unfortunately, sale items and gift cards are not eligible for return.

Exchanges

The quickest way to ensure you get the item you want is to return the item you have. Once your return is accepted, you can then make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to return your order within 14 days for any reason, without the need for justification. As with all returns, the item must be in its original condition—unworn, unused, with tags, and in its original packaging—and accompanied by the receipt or proof of purchase.

Refunds

Once we’ve received and inspected your return, we will notify you of the outcome. If approved, please note that we do not issue bank refunds. Instead, the full amount paid for your garment will be provided as store credit, which can be used for future purchases. Should there be any issues with the store credit, please contact us at privacy-policy@pollheim.au as soon as possible.