We're always ready to help you
Check our FAQ section to get answers for all your questions
We're also will be very happy to communicate with you personally
How to receive access?
I have trouble logging in
I can't remember my password
If you still have trouble after trying these options, just let us know and we'll be happy to help.
You can update your email address from your account details page
You can find this page by clicking your name in the top right-hand hand corner of our website and clicking "my account link". On the new screen, you will find the "Change" button, near "Your details" title. Just write your new email address in the field "email" on the page that appeared and click on "update your details" button.If you still have trouble to log in or your email address didn't update, just let us know by live chat or send an email to us on firstname.lastname@example.org, and we'll be happy to help you.
How can I unsubscribe from Polimex emails?
I don't receive email from Polimex. What should I do?
- Is the email address in your Polimex account correct? If you not sure, or you need to update, just go to your account details page.
- Was our email in your Spam or Junk folder before? If it happened, add our email to your Contacts or Safe Senders list to prevent it to happen again.
- Our email addresses are email@example.com and firstname.lastname@example.org
- If you checked each of about and you still don't receive our emails, get in touch and we'll be happy to help.
Do you have a telephone number?
We don't offer telephone support, but we're more than happy to help via email and we'll get back to you as soon as we can!
You can get in touch by using our contact form or by
We will reply to you within the day, but it may take a little longer over weekends and Bank Holidays.
Orders and deliveries
How can I see all the available products or find one I need?
You can see all the products on the website www.polimex.com Rapid Roll service
How can I make an order?
You can enter directly to your cart and select a product from the packing list
How can I choose products for an order?
Please note that our cut-off times change around bank holidays. If you'd like to change or cancel an order, you'll need to it within 24 hours.
Where can I view my orders?
You can find all of your shop orders on your shop orders page
Can I change the delivery address?
You can change and putt another delivery address in the order within 24 hours.
I've rated your service and subscribed to the newsletter, Will this apply to my shop order?
Yes, you will receive an individual discount code by
Can I include a gift message in my shop order or promo code?
How do I view my shop order once I've placed it?
You can see your order in PDF, and also sent to your email address
How do I adjust the delivery date?
You can change and put another date in the order within 24 hours
How much the delivery cost?
You can see the prices in the SO order by selecting the postal code.
When should I expect my product to arrive?
We offer the best delivery in our shop order which means your order usually takes between 2-5 days to arrive depending on your region.
If you haven't received a product 7 days of ordering, please let us know by emailing email@example.com
Be sure to include your order SO number from your confirmation email when getting in touch.
Payments and Offers
How do I update my payment card details?
Pop your new details in on the next page and click "add card"
Do make sure your updates card details are set as the default, so your payments come out of the correct account.
When is payment taken for my orders?
We take payment as soon as you confirm your shop order at the checkout.
We can’t change shop orders once they’ve been made, so please double-check your order is correct before placing it.
How much does each product cost?
Please keep in mind that these prices don't reflect any discounts or promotions on your account as these are only applied when we take payment.
You can check the discounts and promotions you have towards your orders on your payments page or received
If you’re shopping via the product, you’ll find the prices for each product just under their photo.
Can I return my order for a refund?
What happens if my card expires or is re-issued?
If you receive a new card they send updated card details to us whenever possible, so that your order can carry on without missing delivery.
Not all card providers are signed up to this service though, so if you know that your payment details have changed, we’d suggest you update your card details as soon as possible on your payment cards page.
If your card provider does offer this service and you’d prefer to be opted-out however, then please just get in touch to let us know.
If we aren’t able to process the payment for your order, then we’ll send you an email to let you know what’s happened.
Once you’ve updated your details, we’ll be able to get things back on track for your next orders.
Why has my payment failed?
There are a number of reasons your payment migh not gone through:. your card has expired or been reissued
. insufficient funds
. your bank wasn’t expecting this payment request.
your bank will not share with us the specific reason for declining our payment requests, but they should be able to let you know more information if you speak to them directly.
. If you need to check, change or refresh your card details, you can do this from your payment
Discounts and Offers
How do I use a promotion code?
If you’re signing up to our subscription service for the first time, make sure to enter your promotion code during the ordering process.
Look for the have a special code? check your email for mailing from Polimex.
Most of our promotion codes are introductory offers, which means they can’t be used by existing orders and can only be used once per account.
You should find the terms and conditions on the mass mailing from Polimex by email you received.
If you’re having trouble redeeming your offer, let us know your special code by firstname.lastname@example.org and we’ll be happy to take a look.
Our promotion codes usually need to be added on the ‘your orders’ page of the checkout process.
On the right-hand side of the page, you’ll find an order summary. Just click the ‘addpromo code’ link, pop your code in the box and click ‘apply’.
You’ll then see a blue banner at the top of the page confirming your code has worked!
Alternately, if we’ve sent you an email with a promotion, you should be able to just click the link in the email, and your code will automatically be applied to your order.