FAQ

If you use a gift card, it should not be noted in the promo code field, but when you select a payment method.

We sometimes offer a gift for orders over a certain amount. If you apply a discount to your products and the total amount is less than the minimum order, the gift will not be automatically applied. This does not take into account your shipping costs.

Some coupon codes cannot be combined with others.
Your browser may automatically translate the coupon code we send you. Please contact us with the code so we can find out why it's not working: customer.service@polaar.com.

To add or remove quantities, click on the "+" or "-" around the selected quantity and then update by clicking on the "Update" button under the cart summary. If this still doesn't work, change your browser. Always use Mozilla Firefox or Google Chrome.

Please be aware that sometimes the connection between the banking platform and the site takes a long time, and a disconnection occurs to protect the data. In this case, please try again using another browser. Alternatively, you can choose to use Paypal's totally secure card payment system.

You can pay by credit card or Paypal.

Sometimes the postal service hands the parcel over to a third party. Please check with your neighbors, your janitor or any other person who may have picked it up. If no one has picked it up, please write to us: customer.service@polaar.com.

Please note that once your order has been placed, we cannot make any changes. We will have to cancel the order, refund it and you will have to order a new one. To do so, please write to us at customer.service@polaar.com.

You have 14 days after receipt of your order to return it to us (as evidenced by the carrier's stamp). When you return your products to us, please ensure that they arrive well-packaged and unopened, and that you indicate your order number on the inside. As soon as we receive your order, we will proceed to reimburse you.
You are responsible for return shipping costs.

Take a photo of the damaged products and the carton, and send it to us by e-mail (customer.service@polaar.com): order number, photos and name of damaged products; we will then take the necessary action.

When your cream is filled, it lies flat and is therefore filled to the top, but during transport or storage the jar may be tilted or knocked about. As a result, the cream will stagnate on one side or the other, giving you the impression of half-full cream. But don't worry, there's plenty of volume inside.

Between 48 hours and one week, depending on the destination country and delivery method chosen.

For the delivery of your order, several options are available:

- Mondial Relay collection point, please allow 3 to 5 working days.

The choice of Mondial Relay outlet is made once payment has been made.

Mondial Relay may choose to deliver to another relay point for technical or logistical reasons (e.g. closed stores, overload of parcels, etc.).

- Colissimo, please allow 3 to 5 working days in metropolitan France.

- Chronopost guarantees 48-hour delivery if you place your order before 12 noon.

Yes, we deliver to all countries that allow online sales from France. Specific delivery charges apply depending on the destination country.

You can contact us at customer.service@polaar.com indicating your name and order number as well as the nature of the delivery problem encountered.

All our skincare products are designed, formulated and manufactured in France according to French cosmetology know-how.

On average, our formulas contain 96% ingredients of natural origin, with some even reaching 100%. The percentage of natural ingredients is indicated on each product (packaging, website).

We pay the utmost attention to the composition of our skincare products, formulating them without allergens or controversial ingredients. Our knowledge of ingredients and regulations is constantly evolving, and we regularly update our formulas accordingly. However, we are not immune to the possibility of an oversight or error. Should you have any questions, please do not hesitate to contact us: customer.service@polaar.com

All our formulas are vegan except our Lip Balm The Genuine Lapland Cream which contains beeswax. In compliance with European cosmetics regulations, our formulas are all "cruelty-free": our formulas and the ingredients used in our products are not tested on animals.

Our skincare products are laboratory-tested under dermatological supervision, either in-vitro on reconstituted artificial skin or in-vivo on volunteers within the framework of specialized programs (measurements before and after application of the treatment).

All our products comply with European regulations and undergo skin and eye tolerance tests. To date, no product has been identified by toxicologists as unsuitable for use by pregnant women. You can therefore enjoy our treatments with complete peace of mind, even if you are pregnant. Don't hesitate to ask us to recommend the routine that best suits your skin and your needs: customer.service@polaar.com

We are strongly committed to an eco-responsible approach, and take each of our developments one step further. Our cases are made from cardboard sourced from eco-managed forests (FSC-certified label). Our jars and tubes are recyclable and/or made from recycled plastic. On our website, you can find the percentage of recyclability for each of our products, as well as our associated sorting advice.

With daily morning and evening use, your treatment will last an average of 2 to 3 months.

We've taken the trouble to ensure that our packaging is tightly fitted to limit shocks, and that your cream is well secured; in fact, your parcels are often mistreated during transport.

We don't offer samples, so if you'd like to try a product, please feel free to visit one of our retailers. You can take advantage of a 15% discount on your first order by subscribing to our newsletter, and in all our orders you'll receive 3 free samples.

We are sorry that you wish to unsubscribe from the Polaar community. You can unsubscribe directly at the bottom of the newsletter or write to us at customer.service@polaar.com.

We'd be delighted to give you some personal advice! Write to us at customer.service@polaar.com with as much information as possible, so that we can give you a prompt, customized reply.

Write to us directly on our instagram@polaar

Write to us directly by e-mail: customer.service@polaar.com, giving us as much information as possible. We'll pass it on directly to the person concerned.

For this nothing could be easier! You just have to refer your friends here. Each sponsorship is 10€ for you and 10€ for your friend !

We offer payment by:
- Credit card: Visa, Mastercard, American Express
- PayPal

- 3x free payment on purchases of €50 or more with Alma

Payment in installments is eligible for cart ranging from 50 to 2000€.

Cards accepted are those issued in France, such as Visa, Mastercard and American Express.

Prepaid, virtual and systematic authorization cards are not accepted.

On the payment page, select "Pay in instalments with Alma". You will then be redirected to a payment page on which you will need to enter your bank details as for a standard payment. Here you'll find a summary of your upcoming installments. You will then receive a summary email with your payment schedule, followed by a reminder email 3 days before each due date.

Alma systematically performs a 3D Secure verification to confirm that you are the owner of the card used. Your bank will then send you a confirmation SMS or a push notification in your banking application, confirming that you have initiated the transaction and that it is not fraudulent.