Help & FAQs

Shipping typically takes five to seven days if the item is in stock. Of course, we'll do our best to ensure your package arrives even faster. Once the order has been forwarded to DHL, the further shipping process is beyond our control. The delivery times listed here are guidelines for when the package can normally be delivered by DHL.

An overview of shipping costs for all countries can be found HERE .

Shipping for Germany and Austria

Shipping costs for orders up to a gross value of EUR 34.99 are EUR 5.39. For orders over a gross value of EUR 35.01, shipping is free within Germany and Austria.

Germany (DHL parcel)

• Shipping costs: 5.39€

• Delivery time: 1-2 working days

Yes, in order to process the order correctly, you must provide both the Packstation number and the Postal ID number. Without this information, storage in the Packstation is not possible.

We cooperate exclusively with DHL for our shipping services.

If you have any problems with your shipment, please contact our customer service via email or use our contact form . Be sure to include your order number. We will endeavor to assist you as quickly as possible.

Occasionally, tracking updates may be delayed, or DHL may leave shipments with third parties, such as neighbors. If this happens, or if the shipment status hasn't changed for 10 business days, we may initiate an investigation. Please note that this may take several weeks, especially for international shipments.

In this case, please send us an email with a detailed description of the problem to support@polas.eu and we will do our best to help you.

On the day of dispatch, you will always receive a dispatch confirmation from us by email, which also includes a tracking number.

Here is an overview of the payment methods currently accepted in our online shop:

PayPal

Conveniently via your PayPal account.

Are you using Paypal for the first time?

Open a free account when paying and benefit from buyer protection .

Apple Pay

In apps and online. Use Apple Pay for purchases in Safari on your iPhone, iPad, or Mac. Save on complicated payment forms and pay with a simple touch or a glance. Or use Apple Pay to subscribe to services like Apple Music and Apple TV+. Or buy apps and games from the App Store. Or upgrade your iCloud storage.

Google Pay

Pay with one click

The "Buy with Google Pay" button takes you through the entire payment process with just one click. The perfect combination of convenience and added security, online and in apps.

Pay faster online

Autofill saves your card details so you can automatically fill them in during checkout, in Chrome, and on Android devices. With industry-standard security, Autofill is a secure option for paying quickly online.

The invoice

Payment on account is reserved for government employees only. We reserve the right to decline this payment method and, in individual cases, only accept cash on delivery or advance payment. PLEASE CHANGE YOUR PAYMENT METHOD IF NECESSARY BEFORE PROCEEDING.

Credit card (VISA, Mastercard)

Our customers can pay by credit card. Credit card information is not transmitted to POLAS. The credit card account will be charged upon completion of the order. To pay by credit card, please click the appropriate button when selecting the payment method.

Further information on data protection and terms and conditions can be found in the respective payment process.

Prepayment

When paying in advance, you first transfer the full invoice amount after you have received a corresponding notification from your responsible shop.

We will send you the ordered goods as soon as we can record the receipt of the money in our account.

Please note that transfers (including online) can take up to three banking days.

If we have not received your payment within 7 days of receiving your order, your order will be automatically cancelled.

Cash on delivery

You can pay the invoice amount in cash upon delivery of the goods.

Please note that with this payment method you will be charged 7.49 euros in addition to the shipping costs.

Foreign payment methods

• Bancontact (Belgium)
• EPS (Austria)
• iDeal (Netherlands)

If an order is placed with us with advance payment, it is reserved for our customers for 10 days. If payment is not received within that time, the order will be automatically canceled.

Yes, you can request special orders via email or the contact form . Please note that this service is not available for all brands.

Yes, we are happy to accept custom orders! Send your request by email to support@polas.eu, and our service team will contact you.

Please notify us immediately by email, stating your order number. Please note that cancellation is no longer possible after a certain processing time.

Yes, that's possible. Please contact customer service after placing your order. Our team can then split your order. Please note that this is only possible with prepayment.

If the item is returned in full, the purchase price will be refunded. If you wish to return an item from Germany, you can use our returns portal and purchase a return label for €5.58, regardless of legal obligations. This amount will be deducted from the expected credit note. Please have your order number and email address ready and enclose the return slip from your invoice with the package to ensure clear identification of your return.

If the item is returned in full, you will receive a refund of the purchase price. Regardless of this legal obligation, if you are returning an item from Germany, you can use our returns portal and purchase a return label for €5.58. This amount will be deducted from the expected credit note. Please have your order number and email address ready and enclose the return slip from your invoice with your package to ensure clear identification of your return.

NOTE: The provided return label is only valid within Germany and CANNOT be used for returns from Austria or Switzerland, for example.

Returns from abroad are your responsibility; we recommend insured shipping.

Please use our return address for returns:

MAL Service GmbH
zH Polas
Hohe Str. 23 97645
Ostheim vor der Rhön

We strive to process returns promptly. However, please note that due to high return volumes, holiday periods, technical issues, or other unforeseen disruptions, it may take up to 10 days for your refund to be processed.

You will automatically receive a notification once your return is processed by our logistics department. However, due to the varying volume of returns, this may take some time, as packages are processed on a first-come, first-served basis.

Yes, simply create your return label HERE in our returns portal.

We offer you two exchange options:

1. Simply re-order the correct item and return the incorrect size to us via our returns portal .

2. Contact us via email support@polas.eu and tell us about your concerns.

Our customer service will then send you a return label. If, in exceptional circumstances, we made a mistake, we will cover the full shipping costs for the exchange.

Unfortunately, a direct exchange of goods for goods, e.g., if the wrong size is received, is not possible. All information regarding returns can be found HERE !

If you have a complaint, please contact our customer service by email or use our contact form . Please include your order number and a description of the defect, as well as photos.

Our after-sales team strives to process complaints as quickly as possible. However, depending on the supplier and the nature of the complaint, this may take some time. We will inform you as soon as there is any news.

If you are interested in products that are currently out of stock, you can easily pre-order them from us via email without obligation. We will need your email address, your name, your delivery and billing address, and your order request . Please note that item numbers may vary depending on the size or color variation. You can find the item number of your desired product by clicking on the desired size. As soon as the item is available again, you will receive a payment request. You can cancel your pre-order at any time via email.

To take advantage of the government discount, you must provide some information when creating your customer account. After registration, POLAS will verify your information, and you will then be granted access to the discount for an unlimited period of time.

No - the highest discount stored always applies; no combination is possible.

The government discount cannot be applied to all items and especially not to goods that are already discounted.

No, sale prices are always final prices and are exempt from further discounts.

After a return, you will receive a new voucher from us via email. Please feel free to contact our service team for more information.

In this case, please contact our service by email .

Log in to update your information yourself.

Simply register HERE !

When logging in, click "Forgot your password?" and follow the instructions to receive a new password.

No problem, just send us an email or use the contact form below.

We are here for you Monday to Friday from 9 a.m. to 5 p.m.!

Our service usually responds within one business day. During holiday periods or during the Advent season, we ask for your understanding if it takes a day longer.

We get this question often. Unfortunately, no! The online store's inventory is always displayed in real time.

We receive numerous inquiries regarding delivery dates. Often, we don't have concrete dates from our suppliers, only approximate timeframes. Therefore, unfortunately, we cannot make any binding commitments.

You can find our headquarters in:

POLAS Frankfurt GmbH & Co. KG
Kaiserleistr. 41 - 43, 63067 Offenbach

Our store in Offenbach is open as follows:

Monday to Friday : 8:00 - 17:30
Saturday : 8:00 a.m. - 5:00 p.m.
Sunday : closed

We look forward to welcoming you there!

It is not possible to pick up orders from the POLAS online shop in the store.

Unfortunately, returns or complaints cannot be accepted in the showroom.

For logistical reasons, we cannot stock all items in all sizes in our store.

We appreciate your interest in sponsorships and partnerships. As a family business with limited resources, we can only support selected projects that are a good fit for us. Our focus is on specialist media, bloggers, and professional users from the police, military, and special forces sectors. We naturally welcome interest in our company for sponsorships and collaborations.

To review your request we need:

1. An introduction to your project and your motivation

2. A brief description of your goals and why POLAS is the ideal partner

3. A media kit or similar document (if available)

4. Links to your social media profiles

You can easily submit a request using our sponsorship form .

Please understand that processing your request may take some time and that we may have to cancel.

You can easily subscribe to the newsletter using the corresponding field in the footer. Another way to subscribe to the newsletter is by checking the box below the email address field during checkout.

Of course, you can unsubscribe at any time!

After subscribing to our newsletter you will receive current product information, information about discount campaigns and an additional discount of 5€ on your next order.