FAQ

Orders

Are your products made to order?

Yes.

Every item is made especially for you after you place your order. Instead of producing large quantities that may never find a home, I work with trusted production partners who create each piece only after the order has been made.

Sustainability

Why are your products made to order?

Making products only when they're purchased helps reduce unnecessary inventory and textile waste while allowing independent artists like me to offer a wider collection.

Can I cancel or change my order?

Every Pollariis piece is made especially for you after your order is placed. Because production begins shortly after purchase, I'm unfortunately unable to cancel, change or edit an order once production has started.

Pollariis is built around the idea of conscious purchasing, choosing pieces that genuinely resonate with you rather than buying on impulse. Every item is created only when someone decides it deserves a place in their home or wardrobe, helping reduce unnecessary waste and overproduction.

Before placing your order, please take a moment to make sure you've selected:

the correct size
the colour you'd love
the right product
your shipping address

Thoughtful shopping helps small artists create sustainably and keeps products from ending up as unnecessary waste.

Thank you for choosing intentionally and supporting a slower way of creating.

Can I combine multiple orders?

Unfortunately, once an order has been placed, I can't combine it with another order.

Why are my items arriving separately?

Many Pollariis products are made by different production partners depending on the item and your location.

This means your order may arrive in multiple packages on different days.

Customer Support

How can I contact you?

The easiest way is by email.

📧 Email: pollariiscontact@gmail.com

When will I receive a reply?

I personally answer every email.

Please allow up to 48 hours for a response (excluding weekends and public holidays).

Sending multiple emails about the same order may actually delay my reply.

One email is enough. I promise I'll get back to you.

Do you offer WhatsApp support?

Yes.

WhatsApp support is available:

Monday–Friday

10:00–14:00 (CET)

Outside these hours, please send an email instead.

Shipping

How long does production take?

Production usually takes between 5–7 business days, depending on the product and production partner.

Busy seasons (Christmas, Black Friday, Mother's Day, etc.) may require a little longer.

How long does shipping take?

Estimated shipping times:

Netherlands: 5–8 business days
Europe: 5–10 business days
United Kingdom: 6–10 business days
United States & Canada: 7–12 business days
Australia & New Zealand: 8–15 business days
Rest of the world: 10–20 business days

Why hasn't my tracking updated?

Tracking information may take 2–5 business days after shipment before it begins updating.

This is completely normal.

My order says delivered but I haven't received it.

Please:

check with neighbours
check with your local courier

If you still cannot locate your parcel after 48 hours, send me an email and I'll gladly help.

Please email to email: pollariiscontact@gmail.com, including the following:

your order number
your full name
Tracking Code and Postal Code
Date of order and day that was supposed to arrive
The more information I have about your situation, the faster it will be to help you.

Returns & Refunds

Can I return my order?

Since every item is made specifically for you, I cannot accept returns due to:

ordering the wrong size
changing your mind
choosing the wrong colour
accidental purchases

Please check the size guide carefully before ordering.

What if my order arrives damaged?

No worries.

If your order arrives:

damaged
defective
with a printing error
or you received the wrong product

please email me within 7 days of delivery including:

your order number
photos of the product
photos of the packaging

I'll work on a replacement or refund as quickly as possible.

My product looks slightly different from the photos.

Colours may vary slightly depending on:

monitor settings
phone screens
lighting conditions
production methods

Small differences are completely normal.

Gifts

Can I send an order directly as a gift?

Yes!

Invoices are not included inside the package.

Do you offer gift wrapping?

Not at the moment, but it's something I'd love to offer in the future.

How to care for your Pollariis pieces?

Your Pollariis piece was made to be worn, used and enjoyed, not preserved inside a glass box like an ancient artefact. Still, the way you care for it will influence how long it keeps its colour, shape and details.

Even the strongest car bodywork can be damaged if you clean it with the wrong products and cleaning materials. Your T-shirt is considerably less prepared for battle, so please treat it kindly.

Printed clothing

Wash inside out with similar colours.
Use cold water or a gentle cycle at no more than 30°C.
Use a mild detergent.
Avoid bleach, fabric softener and aggressive stain removers.
Do not dry-clean unless the product label specifically allows it.
Air-drying is the best option.
If you must use a tumble dryer, choose the lowest heat setting.
Do not iron directly over the printed design. Turn the garment inside out and use low heat.

Embroidered clothing and accessories

Wash inside out on a cold, gentle cycle.
When possible, place the item inside a laundry bag.
Avoid bleach, fabric softener and harsh chemicals.
Do not wring, twist or scrub the embroidery.
Reshape the item while it is still damp and let it air-dry.
Avoid the tumble dryer, as heat and friction can damage the threads or distort the fabric.
If ironing is necessary, iron inside out on low heat and place a clean cloth between the iron and the embroidery.

Tapestries and other printed textiles

Always follow the care label supplied with the product.
Wash only when necessary, using cold water and a delicate cycle.
Avoid bleach, harsh detergents and high temperatures.
Air-dry whenever possible.
Do not iron directly over the artwork.

Repeated hot washing, tumble-drying, bleaching and aggressive cleaning can accelerate fading, cracking, shrinking and thread damage. In other words, how well your piece maintains its original appearance depends partly on how you care for it.

Still need help?

If you couldn't find your answer here, I'd be happy to help.

Just send me an email and I'll get back to you within 48 hours.

Thank you for supporting an independent artist and a very small business, it truly means the world.