Frequently Asked Questions (FAQ)
Orders & Shipping
When will my order ship?
All orders are processed within 1-2 business days. You’ll receive a shipping confirmation email with tracking once your order has been dispatched.
How long does shipping take?
- New Zealand: 2–5 business days
- Australia: 3–6 business days
- International: 7–21 business days
Delivery times may vary due to carrier delays or peak periods.
Do you offer tracking?
Yes — all orders include tracking. Your tracking link will be emailed to you once your order ships.
Returns & Exchanges
What is your return policy?
Returns are accepted within 14 days of delivery. Items must be unworn, unwashed, and in original condition.
Do I pay for return shipping?
Yes — customers are responsible for return shipping costs unless the item is faulty or incorrect.
Is there a restocking fee?
Yes — all approved returns are subject to a 10% restocking fee.
How do I start a return?
Email us at hello@polyloco.nz with your order number and the item(s) you wish to return. We’ll guide you through the process.
Can I exchange an item?
Yes — exchanges are available within 14 days, depending on stock availability. If the item you want is unavailable, we can offer a refund or store credit.
Sizing & Products
How do I know what size to order?
Check our Size Guide for detailed measurements and fit notes. If you’re between sizes, we recommend sizing up for comfort.
Will you restock sold-out items?
Some items will be restocked, while others are limited releases. Follow us on Instagram @polyloco for restock updates.
How should I care for my Polyloco apparel?
We recommend:
- Cold wash
- Gentle cycle
- Wash inside-out
- Air dry
- Avoid ironing directly on prints
This helps preserve fabric quality and print longevity.
Payments
What payment methods do you accept?
We accept major credit/debit cards, Afterpay, PayPal, and other secure payment options available at checkout.
Is my payment information secure?
Yes — all payments are processed through secure, encrypted systems.
General Questions
Where is Polyloco based?
We are proudly based in New Zealand, inspired by the movement, rhythm, and stories of the Pacific.
How can I contact you?
You can reach us anytime at hello@polyloco.nz or through our Contact page.