FAQ

Shipping

We at PoleGuide will do everything we reasonably can to get your order to you.  However, here are a few FAQ’s about shipping.

1. How long does it take to ship?

Shipping times vary depending on where you are and your country’s customs but packages have arrived between 2-4 weeks.

2. What about international taxes and duties?

PoleGuide is not responsible for additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs Policies vary from country to country, please contact your local customs office for further information. Please be advised that customs clearance procedures are required and can cause delays beyond our original delivery estimates.

3. How will i know when my order is shipped?

Once your order has been shipped you will receive an email with the tracking or customs information.

4. What if I do not receive my package after four weeks?

Please send us an email and we will chase up your order.

5. What countries do you currently ship to?

We are working on getting a warehouse set up so at the moment we can only ship to Australia, Canada, New Zealand, United Kingdom, and USA.  Exceptions apply for competition winners, gift vouchers, and some discounts as they are one-off exceptions.

Sizing

1. Are the sizes the same for all products?

We aim to keep our sizing as consistent as possible.  However, due to fabrics and the way each item is made; there will be some variations.  Please check the sizing chart in each product to get your correct measurements.

 

Returns

How do I make a return?

If you wish to return an item, please email corina@danitt.com the following information:

  • The name you used in the order
  • Your order number
  • Items you are returning
  • Reason for Return

*If you do not complete this information we may be unable to process your return*

Then ship the items you wish to return (in the bag they came in with their original tags) and stating the order number to:

Parcel Locker 10131 64674

At 261 Queen St

Brisbane QLD 4000

 Note: There are some exclusions with returns.  Please view our Refund Policy for further information.

General

1. I made an error when I placed my order, how can I fix it? 

Please send us an email before 8pm AEST on the day of your order, make sure to include your name, order number, contact information and what you would like us to fix.

2. I am a studio owner; can I stock your products?

Yes, please send us an email and we can discuss branding and wholesale prices.

 

Privacy and Billing

1. What company name will appear on my credit card statement?

Your credit card statement will show Danitt Pty Ltd as PoleGuide is a subsidiary of Danitt.

2. What details do you collect?

Please see our Privacy Policy.