Returns & Exchanges

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.

LOOKING TO SUBMIT A RETURN OR EXCHANGE?

This won't take long! Select your region below and have your shipping postcode and order number ready. You’ll find your order number in your Order Confirmation email or on the cute order card that was in your parcel.

Start a Return

USA returns shipping address

Princess Polly Returns, 5026 Chino Hills Pkwy, Chino, CA 91710

AU returns shipping address

PO BOX 5984, Gold Coast MC, QLD, 9726, Australia

RETURN INFORMATION
  • Easy, sustainable returns available at a nearby Happy Returns or opt to print our label and ship.
  • 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.
  • If you opt to ship your items back with our printable returns label, all refunds and store credits are processed within 6 business days of our team receiving your items. Exchanges will process once your items are in transit with the carrier.
  • If you opt to drop off your items at a Happy Returns Return Bar location then your refund, store credit, and exchange will process within 24 hours.
  • Please email hi@princesspolly.com 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.
RETURN INFORMATION
  • To begin the return process, please submit your International USA Princess Polly order return here.
  • 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.
  • Items can be returned within 30 days of delivery for a 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.
  • Duties, taxes, and VAT are not refunded on international returns.
  • Be sure to include the order ID card 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.
RETURN INFORMATION
  • We now offer Local UK Returns! To begin the return process, please submit your USA Princess Polly order return here.
  • Items can be returned within 30 days of delivery for a refund, gift card, or exchange. 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.
  • Duties, taxes, and VAT are not refunded on international returns.
  • Please allow 10 business days for your return to reach us. 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 be delayed in getting back to us.
FREE EXCHANGES & STORE CREDIT
  • We provide two exchange options: Instant Exchange or Standard Exchange
    • Instant Exchange: Your exchange will be ordered once submitted. A $1.00 hold will be placed on your credit card. If the item/s from an Instant Exchange are not received within 14 days, the full amount of the exchange will be charged to the card.
    • Standard Exchange: Your exchange order will be processed once your return is scanned by the carrier.
  • You will receive an email with your new order number.
  • We are unable to cancel exchange orders due to our extremely efficient processing times.
  • 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.
  • Store credit is issued via Gift Card and can be used to make a future purchase.
REFUNDS
  • If you opt to use Happy returns or a return shipping label, we'll deduct 6.95 from your refund once its is received and processed by our team.
  • Depending on your payment method and bank processing times, funds may take up to 10 business days to post to your account.
  • All refunds will be processed back to the original payment method used to place the order.
REFUNDS

International orders may be returned for a full refund; however, international customers are required to cover the return shipping cost.

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!
REFUNDS WITH SHOP PAY
  • When using Shop pay, you have the option to return one or all of your items for a refund. Please note, the amount will be cancelled from the final installment of your Shop Pay Payment Plan, less $6.95 for the use of our return label.
  • Please note that Shop Pay adjusts your final payment first and works back to your most recent payment when applying the refund.
  • If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.
  • If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3–10 business days.
STORE CREDIT

We do not provide exchanges or store credit for international orders at this time.

FREE EXCHANGES & STORE CREDIT
  • If you would like to make an exchange, please complete the request when booking the return.
  • New exchange orders will be processed once your return package is dropped off and scanned.
  • You will receive an email with your new order number.
  • 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.
  • Store credit is issued via Gift Card and can be used to make a future purchase.
  • At this time, Shop Now exchanges are not offered for customers returning from the UK.
REFUNDS
  • If you opt to use our return shipping label, we'll deduct $6.95 from your refund once it is received and processed by our team.
  • Depending on your payment method and bank processing times, funds may take up to 10 business days to post to your account.
  • All refunds will be processed back to the original payment method used to place the order.
RETURN ADDRESS

Once the returns is booked online, Australian customers can return to our Australian Return Address: PO BOX 5984, Gold Coast MC, QLD, 9726, Australia. Please note the return tracking details & include the corresponding order ID card in with the return items.

RETURN ADDRESS

USA returns shipping address: Princess Polly Returns, 5026 Chino Hills Pkwy, Chino, CA 91710

FAQs

More questions? Check out our Returns FAQs here!

If you ordered from our AU store and your order number starts with #AU, book your return here.