FAQ

If you are using a gift card it should not be noted in the promo code field but when selecting a payment method.

Sometimes we offer you 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 value, the gift will not be automatically applied. This does not take into account the amount of your delivery costs.

Some promo codes cannot be combined with each other.
. It can also happen that your browser automatically translates the promo code we send you. Please contact us with the code so that we can determine why it does not work: 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 basket summary. If this still doesn't work, change your browser. Always use Mozilla Firefox or Google Chrome.

Be aware that sometimes the connection between the banking platform and the site takes time and a break occurs to protect the data. In this case, try again using another browser. Alternatively, you can choose to use the Paypal card payment system, which is totally secure.

You can pay by credit card or Paypal.

Sometimes the postal services give the parcel to a third person. Please check with your neighbours, your guardian, or any other person who may have picked it up. If no one has picked it up, write to us at customer.service@polaar.com.

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

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

Take a picture of the damaged products and the box, send it to us by e-mail (customer.service@polaar.com): order number, pictures and name of the damaged products; we will then do the necessary.

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. This will cause the cream to stagnate on one side or the other, giving you the impression of a 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 the delivery method chosen.

For the delivery of your order, several choices are possible:

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

The choice of the Mondial Relay outlet is made once the payment is made.

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

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

- Chronopost guarantees delivery within 48 hours 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 country of destination.

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

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

Our formulas contain an average of 96% of ingredients of natural origin, and some contain up to 100%. The percentage of naturalness is indicated on each product (packaging, website).

We pay great attention to the composition of our products and formulate 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. We remain at your disposal if you have any questions: customer.service@polaar.com

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

Our treatments are tested in the laboratory under dermatological control, either in-vitro on reconstituted artificial skin or in-vivo on volunteers within the framework of specialised programmes (measurements before and after application of the treatment).

All our products comply with European regulations and are subject to skin and eye tolerance tests. To date, no product has been found by toxicologists not to be suitable for use by pregnant women. You can therefore enjoy our treatments with complete peace of mind even if you are pregnant. Do not hesitate to contact us so that we can recommend the routine that best suits your skin and your needs: customer.service@polaar.com

We are strongly committed to an eco-friendly approach and go further and further with each of our developments. Our boxes are made from cardboard from eco-managed forests (FSC certified). Our pots and tubes are recyclable and/or made from recycled plastic. You can find on our website the percentage of recyclability of each of our products as well as our associated sorting advice.

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

We have taken the decision to make a packaging adjusted to limit the shocks and your cream is well wedged; indeed your parcels are often mistreated during transport.

We do not offer samples, if you want to try a product please visit one of our retailers. You can get a 15% discount on your first order by subscribing to our newsletter and in all our orders you will receive 3 free samples.

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

We will be happy to give you personal advice! Write to us at customer.service@polaar.com with as much information as possible so that we can give you a quick and appropriate answer.

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 will forward it directly to the person concerned.

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

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

- 3x payment without fees from 50€ of purchase with Alma

Payment in installments is eligible for baskets 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 installments with Alma". You will then be redirected to a payment page where you will have to enter your bank details as for a standard payment. You will find a summary of your upcoming payments. You will then receive a summary email with the schedule of your due dates and 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 then sends you a confirmation SMS or a push notification in your banking application, in order to confirm that you are the one who initiated this transaction and that it is not fraudulent.