We’ve put together a list of questions we get asked most frequently. Click on the yellow cross next to the question you would like to find the answer.

Are you still not finding the answer you’re looking for?
Contact us directly and one of our customer service representatives will get back to you as soon as possible.

Where can I buy Ona Polo Products?
Ona Polo products are available from specialty polo equipment retailers world wide.
To see a list of authorized online dealers in your country, click here: Find a Store
To find an authorized retailer nearest you, click here: Find a Store
Most retailers will special order Ona Polo products not in stock. Otherwise you can buy online directly from us.

Does Ona Polo sell direct?
We do sell direct through our online store.

May I still order from this site if I live outside the UK?
Yes, our products are available for worldwide.

How do I create an online account?
Click LOGIN at the top right hand side of the page.
Step 1 – Enter details of an existing email address and a password.
Step 2 – Enter name and address details.
Step 3 – Enter contact details and interests and click create account.

What if I’ve forgotten my password?
Click ‘LOGIN’ at the top right hand side of the page.
Click on forgotten your password.
Enter your email address.
An automatic email will send the password directly to you.

Do I need to set up an account to place an order?
You need to create an account to place an order. Setting up an account provides easy access to your order, faster returns, as well as quicker check-out next time.

Purchasing directly from Ona and adding items to your cart.
You can purchase directly from Ona Polo through this website. If we have stock in the size and colour you have selected we will show you the Ona Polo Add To Cart button which will add the item to your Ona Polo Shopping Cart. Once you start an Ona Polo Shopping Cart we will continue to show you the Add To Cart button on all of the product pages.

How can I be sure that I have placed an order with Ona Polo?
Once you’ve placed an order, we’ll send you an Order Confirmation email. We send all orders using secure tracked services. For more information, see our Delivery section.

Why am I asked for a password before I can view the Online Store?
We don’t require people to register before browsing in the online store – so if you are using the Internet from an office, it’s probably an internal firewall setting.

Can I use a Gift card to buy online?
Yes, you can use an Ona Polo Gift card to purchase items online.

Do you ship to multiple addresses?
No.

Can I order over the phone?
You can order by calling +44 (0) 7976 729094

How can I pay for my order?
Ona Polo Online accepts payment by: All major credit, debit cards through PayPal.

If I use an overseas credit card, what exchange rate will be used?
The exchange rates used will be those of the credit card issuer.

Can I change my address on my order once I have placed it?
Once an order is confirmed, we regret that you cannot change the delivery address, please cancel the order and replace using the correct address.

Can I cancel my order before it is dispatched?
You can cancel your order at any time before it is dispatched. To do this, please contact customer services at customerservice@onapolo.com. Please note that orders for Gift Cards cannot be cancelled. If your order has already been dispatched, you can return it to us within 28 days of delivery. See our Returns and Exchanges page for more information.

What packaging will my order be shipped in?
Most orders are shipped in our carrier’s shipping bags. Large orders will be shipped in brown cardboard boxes.

I have forgotten my password. What should I do?
Go to LOGIN and click on ‘Forgotten your password’. We will email you a new temporary password.

How long will my delivery take? What happens if my delivery is late?
Information about delivery times and how to track your order is available in our Delivery section. International delivery times are approximate, as there may be some situations which cause delays to your delivery which are out of our control.

Can I track my order?
Please contact customerservice@onapolo.com for your tracking reference.

Do I need to sign for my order?
Yes, our carriers will require a signature when they deliver your parcel. For more information, see our Delivery page.

How much will delivery cost?
For more information on our International delivery service, please visit our Delivery page.

What happens if my order gets stuck in customs?
Ona Polo provides the necessary documentation required for exporting goods. Duties and any other applicable taxes are the responsibility of the recipient. Sometimes, goods may be held at customs for inspection and clearing. In that event, we will try wherever possible to assist should any further information be required from our part. However, local customs may contact you as the designated importer. In the event you should need further assistance please call our Customer Services team on +44 (0) 7976 729094.

How do I return goods to you?
If for any reason you are not happy with your purchase, you can return it within 28 days of delivery. We regret we cannot accept the return of items worn close to the body such as underwear and socks.
Goods must be returned in their original packaging, with their labels still attached and in a saleable condition. Please contact customerservice@onapolo.com for instructions on how to return your order.

What is Ona Polo’s refund policy?
We want you to be able to buy with confidence. That is why we are happy to offer a full refund or exchange if you are not 100 per cent happy with your purchase, provided that you return it in saleable condition within 28 days along with proof of purchase. We regret we cannot accept the return of items worn close to the body such as underwear and socks.
If you have ordered from the UK and the value of your item(s) you are returning is over £250, we strongly advise you to use our courier collection service.
Please contact our Customer Service team by calling +44 (0) 7976 729094 or email us at customerservice@onapolo.com

If I return goods, will I get refunded the local tax and duties I paid at checkout?
Unfortunately we are not able to refund local tax and on deliveries to non-EU countries as these are charged by local governments. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

How do I care for my Ona Polo product?
We have dedicated an entire section to Product Care. Please refer to this section for further information.

How do I unsubscribe?
You can unsubscribe by contacting our Customer Services team here or by calling +44 (0) 7976 729094 or email us at customerservice@onapolo.com

Is my personal information kept Private?
Ona Polo takes your security very seriously and every precaution is taken to ensure security of your information and details. For further information, please refer to our Privacy section.

Will you ever pass my email details on to third parties?
We will never pass on your email address on to a third party for marketing purposes. We also never pass on credit card details to anyone. For further information, please refer to our Privacy section.

What are Cookies?
Cookies are small text files that websites can send to your computer. A cookie can be thought of as an Internet user’s identification card. They tell websites when the user returns and allows the site to bring up information relevant to that user, for example your name, past orders etc.
Cookies are not computer programs, and can’t read other information saved on your hard drive. They cannot be used to disseminate viruses, or get a user’s email address etc. They only contain and transfer to the website as much information as the users themselves have disclosed to that website.

Professional Athlete programme
Ona Polo offers a Professional Athlete Programme for qualified professionals whose sole income is as a pro polo player. Please see our Professional Athlete Porgramme form for more information.
Ona Polo also offers volume discounts to businesses, government agencies and other professional organizations. Custom embroidery is available for corporate orders. For more information, please visit our Corporate Sales website corporate@onapolo.com