RETURNS & EXCHANGES
SHIPPING: Due to global health events beyond our control, DHL, USPS, and FedEx are currently experiencing shipping delays. Your package may be held by the carrier for delivery at a later date while they work to keep safety top of mind. Please be sure to monitor your tracking details once your order has been shipped by our team, and reach out to the carrier for more details if your order is delayed.
RETURNS: Our returns window is set to 30 days. To increase safety standards, received returns will be quarantined at our shipping facility for 3 days before they are processed. Please allow at least 6 business days for your return to be processed by our team. Refunds will appear back to the original payment within 7 business days depending on your bank's clearance times.
INTERNATIONAL CUSTOMERS: We ask that all international customers take note of your own tracking information and receipt as we won't be able to track or monitor this for you. International return packages can take 4 weeks or more to reach our facility. Your return may delayed in getting back to us due to delays with international carriers.
Our customers and our team remain our top priority. We will continue to update our website if any additional delays are expected.
BOOK A RETURN NOW:
Please follow the instructions, depending on your order number. Please use Chrome or Firefox for the best experience.
1) Order number starts with #US
If you have ordered from our US store and your order number starts with #US
2) Order number starts #AU
If you have ordered from our AU store and your order number starts with #AU
- Items can be returned within 30 days of delivery for exchange, gift card or refund. This includes sale items.
- Items must be received in original condition - unworn, unwashed, with all tags still attached.
- For hygienic reasons, we do not accept returns for cosmetics, earrings, undergarments, and beauty tools (including makeup brushes, sponges, and hair tools).
- All swimwear returns must have their hygiene seal intact.
- We process all refunds and store credits within 6 business days of receiving your items. We will send you an email with the details of your processed return.
- Please email firstname.lastname@example.org if you believe your product is damaged or faulty. We will treat this with the highest of priority.
- If you have paid original postage to receive your order and a return is made then this is non-refundable.
- Princess Polly is not responsible for non-Princess Polly items mistakenly returned, and may not be able to recover these items.
- If you have not received your return label, please wait 24 hours before reaching out to our Customer Experience team.
- If you would like to make an exchange, please complete the request when booking the return.
- You have the option to return your items for an exchange of the same item or select different products directly on our website.
- Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchanges.
- Any exchanges requested that we do not have in stock will automatically be issued as a refund.
- Exchanges are processed for the discounted amount paid for each item and we cannot honor a new discount code for exchange requests of different items.
- New exchange orders will be processed once your return package is dropped off and scanned by the shipping carrier. You will receive an email with your new order number.
- Refunds are now offered on all orders. Simply opt for the refund when booking your return.
- We'll deduct $6.95 from the refund for use of our return shipping label.
- Depending on your payment method, funds may take up to 7 business days to post to your account.
- All refunds will be processed back to the original payment method used to place the order.
REFUNDS WITH AFTERPAY
- When using Afterpay, you have the option to return one or all of your items for a refund.
- We'll deduct $6.95 from the refund for use of our returns shipping label. Therefore you will still have to pay $6.95 with Afterpay.
- If you return your items before your first Afterpay payment is due you, these amounts will be removed from your Afterpay plan and you will not have to pay for them.
- If the payments have already been made when you return the items, the amounts will be removed from your Afterpay payment plan and/or the initial payments refunded.
- It's important to keep up your Afterpay payments while your return is in transit back to us as Afterpay charge late fees for any overdue payments!
- If you have purchased multiple items but only wish to return certain items and keep your favorites this is still fine! We'll just remove the items you have returned from your Afterpay payment plan. Your original installment amounts will remain the same and your final payment/s will be less or cancelled depending on the return amount. You can log in to your Afterpay account to view your updated payment schedule at any time! Easy!
- To begin the return process, please submit your International USA Princess Polly order return here.
- USA returns shipping address: Princess Polly Returns, 5026 Chino Hills Pkwy, Chino, CA 91710
- Please note: International orders may be returned for a full refund; however, international customers are required to cover the return shipping cost.
- We do not provide exchanges or store credit for international orders at this time.
- Duties, taxes, and VAT are not refunded on international returns.
- Be sure to include the pink flyer with your order number in your package.
- Please take note of your own tracking information and receipt as we won't be able to track or monitor this for you. International return packages can take 4 weeks or more to reach our facility. We aim to process your return within about 6 business days of receiving the package.
- COVID-19 UPDATE: Due to global events beyond our control, your return may delayed in getting back to us.