FAQs - Holiday Promotion

When is the Holiday Promotion?

Our Holiday Promotion runs around the end of November each year, giving you plenty of time to order your Travel Book just in time for the holidays! For 2024, the promotion dates are as follows:

Main Holiday Promotion: November 20 – December 2

Please note that the exact dates may vary from year to year, so we recommend checking the app and following our Instagram for the latest updates. This way, you'll never have to worry about missing out!

For any questions or specific concerns, feel free to contact our support team at support@polarsteps.com.

Note: We also have regional promotions for Sinterklaas, celebrated in the Netherlands and Belgium. This promotion will be available until the 19th of November and is only valid for our Dutch & Flemish users.

Unfortunately, we cannot apply the promotional discount to orders placed before the promotion began. However, if you did not use another discount code at checkout, we automatically added a nice €10 discount to your order.

No, the Holiday Promotion ends on the date mentioned in the app.

We recommend giving yourself enough time to edit your Travel Book and place your order—so don't wait until the last day!

If you have any doubts, please feel free to reach out to our support team at support@polarsteps.com in advance.

No, it is not possible to use multiple promo codes for one order. In this case, we recommend using the code that will give you the best discount.

If you see another promo code in the discount field, you can replace it by tapping on the blue 'edit' button.

Yes, you can use a Gift Card in combination with the promo code.

If any value remains on the Gift Card after placing your order, you can use the remaining value for future Travel Book orders.

While this promotion does not apply to Gift Card purchases, we still recommend ordering your Gift Card in time for this promotion. Then, the lucky recipient can use the Gift Card and take advantage of the Holiday Promotion when placing their Travel Book order.

Is the Gift Card a physical gift, or can I print the Gift Card?

It is currently only possible to digitally send a Gift Card to the recipient. The Gift Card email sent to the recipient will include:

The value of the Gift Card
The Gift Card image
The card's issue and expiration dates
The recipient's personalized code
The recipient's activation code

Tip: The Gift Card activation and personalized codes are not linked to a specific account or email. This means that if you wish to give the Gift Card as a physical card, one option is to send the Gift Card to yourself (set your email as the recipient) and copy the details above to an actual card. Alternatively, you can also choose to print out the digital Gift Card and add it as an attachment to a physical card.

My confirmation email was sent to the wrong or an unknown email

We always send the confirmation email to the email address connected to your Polarsteps account. If you do not recognize the email address shown when you place the order, we recommend:

Open the Polarsteps app.
Go to Settings → Account → Email.

Here, you can see which email is connected to your account.

If you do not have access to the email visible in the app, please reach out to us at support@polarsteps.com.

Note: If you see an email ending with “@privaterelay.appleid.com”:

This private-relay email address is created by Apple when you sign up or log in using your Apple ID and choose to hide your own email address. This email should forward all emails to the email address connected to your Apple ID.

We recommend checking the inbox of the email address associated with your Apple ID, as the order confirmation should be there (please also check your spam/junk and promotions folders).

I did not receive the order confirmation or shipping email

In some cases, the order confirmation or shipping email can accidentally end up in your spam or promotions folder, so please make sure to check these folders.

If you still cannot find the confirmation or shipping email, please reach out to us at support@polarsteps.com. Please include the following details in your email:

Your full name
The link to the trip of your Travel Book order (go to Trip → Settings → Share this trip)
Date the Travel Book was ordered
The email address connected to your Polarsteps account (you can see this by opening the app → Settings → Account)
Your proof of payment

I ordered the Travel Book to the wrong address

In some cases, we might be able to change the shipping address of your Travel Book order if it has not been shipped yet and the new address is within the same country as the previous one.

To request an address change, please send us an email with the following information:

Your order number
The address you used at checkout
The new address you wish the Travel Book to be delivered to

Will my Travel Book arrive in time for the holidays?

If you've placed your Travel Book order before or during the Holiday Promotion period, you can expect it to arrive in time for the holidays! We still anticipate the average production and delivery times mentioned here.

If you've placed your order after the promotional period, the delivery of your Travel Book may take a bit longer than usual due to increased demand on our printing partner during the busy holiday season. We expect that orders placed in December will take an average of 5 days to produce and approximately 7 days to reach your doorstep thereafter. You will receive a track & trace link via email once your order is shipped, which will give you a better indication of exactly when you can expect your Travel Book.

You can read more about the order process here: When will I receive my Travel Book?

Note: We do our best to deliver your book within the time specified, but we can’t be held liable for any delays. Around this busy holiday season, delivery companies are working around the clock to ensure that you receive your Travel Book on time, but due to the increase of deliveries arrival times could be impacted.

My Travel Book arrived damaged or with other issues; what do I do?

Did you receive your product and, unfortunately, it is damaged or has production flaws? In rare cases where your Travel Book does not meet your expectations, we are ready to help you out at support@polarsteps.com.

To help us resolve this efficiently, please provide the following in your email:

Indicate if this is a printing or a shipping issue
Include pictures of the package and Travel Book showing the issues
Provide your order number
Confirm the address you used at checkout

FAQs - Holiday Promotion

In this article:

When is the Holiday Promotion?

Is the Gift Card a physical gift, or can I print the Gift Card?

My confirmation email was sent to the wrong or an unknown email

I did not receive the order confirmation or shipping email

I ordered the Travel Book to the wrong address

Will my Travel Book arrive in time for the holidays?

My Travel Book arrived damaged or with other issues; what do I do?

Other issues or questions

FAQs - Holiday Promotion

In this article:

When is the Holiday Promotion?

I ordered before the promo began; can you apply the discount to my order?

I missed the promo, can I still receive the discount?

Can I use the Holiday promo code together with another discount code?

Can I use the Holiday promo code together with a Gift Card?

Does this promo apply to Gift Card orders?

Is the Gift Card a physical gift, or can I print the Gift Card?

My confirmation email was sent to the wrong or an unknown email

I did not receive the order confirmation or shipping email

I ordered the Travel Book to the wrong address

Will my Travel Book arrive in time for the holidays?

My Travel Book arrived damaged or with other issues; what do I do?

Other issues or questions