Frequently Asked Questions (FAQ)

Most of the products are in stock at the warehouse, but if a product is currently unavailable, we will definitely notify you through one of the provided contact methods in your order (email or phone).
Certain items, due to storage space limitations, are ordered directly from our suppliers after the order is placed and confirmed. The customer will be informed about this.

The photos on the website are symbolic, so variations are possible.

The polleosport.hr web shop only delivers shipments to addresses within the Republic of Croatia using a contracted delivery service.

Shipments are sent through the Overseas Express, Croatian Post, GLS Croatia or BOX NOW delivery service, depending on your choice. If you are ordering from an area where these delivery services do not operate, we will try to arrange an alternative delivery service. In case none of these options is possible, we will notify you via the email or phone number you provided during the order.

Delivery to Address - Overseas Express // Croatian Post:

The shipping cost for orders with a total amount less than €50.00 is €3.99. For orders exceeding €50.00, the shipping is free. For orders exceeding €50.00, you can choose between free delivery or a gift as a replacement. You can only choose one of these options for orders exceeding €50.00.

Delivery to Address - GLS Croatia:

The shipping cost for all orders is €4.99. GLS Croatia transports packages with a maximum weight of up to 40 kg and a maximum girth of up to 300 cm (max. 3m = 2x height + 2x width + 1x length).

Delivery to Parcel Locker - Croatian Post // GLS Croatia:

The shipping cost for orders with a total amount less than €50.00 is €3.99. For orders exceeding €50.00, the shipping is free. For orders exceeding €50.00, you can choose between free delivery or a gift as a replacement. You can only choose one of these options for orders exceeding €50.00.

Delivery to Parcel Locker - BOX NOW:

The shipping cost for orders with a total amount less than €50.00 is €2.99. For orders exceeding €50.00, the shipping is free. For orders exceeding €50.00, you can choose between free delivery or a gift as a replacement. You can only choose one of these options for orders exceeding €50.00.

In-store pickup is entirely free for all orders. For orders exceeding €50.00 with in-store pickup, you automatically receive free delivery, and the option to exchange delivery for a gift is not available for in-store pickups.

The estimated delivery time for packages is 1 to 3 working days if the item is available in the central warehouse. Some items, due to space limitations in the warehouse, are ordered directly from our suppliers, and in this case, the delivery may be delayed by 2-3 working days. We will inform you of any changes or important information via the email or phone number you provided during the order.

The shipment status or tracking number will be sent to you by the chosen delivery service (Overseas Express, GLS, etc.) after the package leaves our warehouse and is processed by the selected delivery service.

You can change the delivery address by contacting us at 0800 200 167 or via email at shop@polleosport.hr. If the shipment has already been sent, you can change the delivery address only through a link provided by the delivery service.

The delivery service will contact you, and you can arrange the delivery location and time.

When creating a new order, you have the option to choose delivery to one of our stores in Croatia. Select the store nearest to you, and your package will arrive there as soon as possible without any additional shipping costs. NOTE: When choosing delivery to a Polleo Sport store, you must pay for the order in advance, after which it will be sent to the selected store.

The order will be ready as soon as possible, depending on the availability of the ordered product in the central warehouse. If the product needs to be ordered from our suppliers, the waiting time will be extended by 2-3 working days. We will inform you about all the steps taken and the shipment to the selected store.

If you select "Priority Order" when creating an order, it means the following:

• We guarantee priority processing of the order and dispatch on the same or the next working day after receiving the order.

• If you choose in-store pickup, we guarantee that the order will be ready for pickup on the same or the next working day.

• The option of choosing priority processing of the order is valid only for items that are in stock.

• An order marked as "priority" in our warehouse is processed in the next 1-2 hours before "regular" orders.

• You can also choose payment by bank transfer (via offer/proforma invoice) after completing your order. However, with this payment method, the processing and delivery process may be extended by 1-2 working days while waiting for the payment to be received.

• After placing the order, changing the payment and delivery method is no longer possible.

• Choosing priority order processing increases the delivery cost by €2.99.

• Priority order does not guarantee a specific delivery date. We will process and deliver the order as soon as possible through the chosen delivery service.

1. You need to have the original receipt.

2. The original packaging must not be damaged.

3. Food items must not be opened or used, and the packaging, labels, and accompanying documentation must be intact and undamaged.

4. Clothing and footwear must be clean, unworn, unwashed, and have all the original labels intact. Socks and underwear cannot be exchanged for hygiene reasons.

5. Smartwatches and electronic devices must not be used, must have an undamaged box, include all original accessories, and have all the relevant documentation.

6. Fitness equipment must be unused, have an undamaged box, and include all relevant documentation.

We cannot approve returns or claims if:

1. the item has been visibly used, opened, or washed (clothing and footwear)

2. the item is visibly damaged, and it is not due to a manufacturing defect but resulted from customer negligence, prolonged use, or improper maintenance.

For Loyalty members, Polleo Sport covers the cost of the return, while non-registered customers/standard customers are responsible for returning the item(s) to our central warehouse at their own expense.

All customers have the option to return the item(s) to the nearest Polleo Sport store after receiving approval for the return. Our retail staff will then send the return to the warehouse on your behalf.

There's still time to join - https://leoclub.polleosport.hr/ :)

To submit a return request for a shipment, simply follow the steps in the application (http://polleosport.hr/povrati). Enter the order number and postal code and/or email address from your order, verify your personal information, choose how you want to return the products, and how you want us to refund your money. We will review your request and then accept/reject it. Once we review your request, we will send a confirmation of approval/rejection to your email address, along with further instructions on how to return the item(s) to our central warehouse. Just follow the instructions. :)

For you, we've come up with four return options to make the process as easy as possible. You can choose from the following options:

1. Polleo Sport store
   Pack the item(s) and the receipt in the Polleo Sport original box or bag and visit the nearest Polleo Sport store. Show the return number from your email (if your request is approved)... That's it! ;)

2. Hrvatska pošta Package Machine
   Pack the item(s) and the receipt in the Polleo Sport original box or bag and go to the package machine you selected in the shipment application. Scan the barcode (from the confirmation email), and the package machine will handle the label and shipping. :)

3. Post Office
   Pack the item(s) and the receipt in the Polleo Sport original box or bag and go to the post office you selected in the shipment application. The staff there will send the package for you and print the necessary label based on the barcode you show them from the confirmation email.

4. Pickup at your address

Pack the item(s) and the receipt in the Polleo Sport original box or bag. In the application, choose the date, time, and address for the courier to pick up the package, and all you need to do is stay at home, wait for the courier, and hand over the package. :)

The refunded funds will be processed using the same payment method you used for the original payment, unless we have explicitly agreed otherwise.

• PayPal - PayPal

• Card - initiate a return request through the WSPay system

• Bank transfer - bank transfer

• Cash on delivery - bank transfer

• Cryptocurrency payment - bank transfer

The return period is 30 (thirty) days from the day you take possession of the complete order.

Pssssst… Loyalty customers have up to 100 days to return items in the "Clothing and Footwear" category. 

Exchanges in physical stores are not possible.

Exchanges are not possible. If you want to exchange your item, you must return it and place a new order.

A receipt received in the package is necessary for returning a product.

After we receive the package, we will send a confirmation of receipt to your email address. At any time, you can check the status of your return by entering the return number in the "Track your return status" field in the application.

We kindly ask you to report a claim through the return application at this link: http://polleosport.hr/povrati. After receiving your request, you can choose whether you want a replacement for a new, undamaged product or a refund.

Polleo Sport uses the delivery services of Overseas Express and GLS Hrvatska, with which we are very satisfied. The choice is yours. :)

Please submit a return request for the item through the application (http://polleosport.hr/povrati). You will need to enter the order number and postal code and/or email address to allow the system to recognize your order. Our staff will respond to the request within 48 hours of receiving it (including business days).

Please contact us in that case at the email address shop@polleosport.hr.

If you have multiple items from different orders that you want to return, please contact us at the email address shop@polleosport.hr, and we will find a way to send them all in one package. :)

You can inform us by email at shop@polleosport.hr, but we will assume that you have canceled if we do not receive your return for weeks, months, or years... ;)

You can contact us by phone at 0800 200 167 from Monday to Friday, from 9 AM to 5 PM. You can also reach us via email at shop@polleosport.hr or through our Facebook page.

Yes, we have privacy policies:

• Data Protection and Confidentiality
• Privacy and Cookies Policy
   

• Terms of Use
• Terms of Purchase

The E-Gift Card is the digital version of our well-known gift vouchers, which are sent to the desired email address after purchase. With it, the recipient can freely choose from a wide range of dietary supplements, vitamins and minerals, combat and fitness equipment, clothing and shoes, as well as everything needed for fitness and relaxation.

It's very simple. Go to the E-Gift Card page, enter the recipient's email address, and select the value of the E-Gift Card. Once you've chosen the desired amount for the E-Gift Card, click on "ADD TO CART," follow the required steps, and confirm the order.

Unfortunately, it's not possible to purchase multiple E-Gift Cards at once. If you wish to buy multiple pieces, simply repeat the purchase process. You can specify the same recipient's email address or a different one during the subsequent purchase.

The card will be delivered in PDF format to the recipient's email address provided during the purchase.

After you've selected something from our range, enter your E-Gift Card code under "Use gift card." Simply enter the voucher code you received by email and click "Use gift card."

Yes, it is possible to use multiple gift cards (E-Gift Cards) at once for a single purchase.

The holder of the E-Gift Card decides how and to what extent they want to use it, as the amount on the gift card does not have to be used all at once. If the invoice amount is lower than the value of the E-Gift Card, you can use the remaining amount for your next purchase. If the amount on the E-Gift Card is not sufficient to cover the entire invoice amount, you can pay the remaining balance with other available payment methods.

Regardless of the season, you can shop unlimitedly and flexibly as the E-Gift Card is valid for 12 months from the date of purchase.

The E-Gift Card can only be used in the online store. You can easily browse and order your favorite products from home on the online store.

If the amount on your E-Gift Card is not sufficient to cover the entire invoice, you can settle the remaining balance using other available payment methods.

Polleo Adria d.o.o. is not liable for the loss of the E-Gift Card, and no refund or compensation can be claimed in case of loss.