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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

Return Policy: Items can be returned within 30 days of delivery for exchange, gift card, or refund. Returns postmarked after this timeframe, or that otherwise do not meet the criteria of our return policy, are not eligible to be returned and will not be accepted. Items marked as final sale are not eligible for return or exchange.

  • For hygienic reasons, we do not accept returns for cosmetics, earrings, undergarments, and beauty tools (including hair tools).
  • Items must be received in original condition - unworn, unwashed, with the hygienic liner (if applicable), and all vendor tags attached.
  • All swimwear returns must have their hygiene seal intact. Princess Polly is not responsible for non-Princess Polly and final sale items mistakenly returned.
  • If you have paid original postage to receive your order and a return is made, then this is non-refundable.

Return Options: Easy, sustainable returns available with printerless USPS QR codes or printable return labels. Printerless QR codes are also available for select orders through Happy Returns.

Return Processing Time: 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.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot issue a refund. In such instances, we may need to return the items to you at your expense. Rest assured, all returned items undergo thorough inspection.

  • Returned items with visible signs of use, including makeup, hair, fibers, dander, dust, dirt, deodorant, or perfume, will not be accepted.
  • Returned shoes showing any signs of wear, scuffs, or markings will not be accepted.
  • Returned beauty & wellness products with broken seals or signs of use will not be accepted.
  • Handbags & Purses showing signs of wear and tear will not be accepted.
  • Items sold as sets returned with incorrect sizes will not be accepted.
  • Gift cards cannot be returned or refunded.

Policy Enforcement Notice: If we notice concerning patterns in your return behavior, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

RETURN INFORMATION
  • To begin the return process, please submit your International USA Princess Polly order return here.
  • We do not provide exchanges for international customers at this time.
  • International orders may be returned for a full refund; however, international customers are required to cover the return shipping cost
  • Duties, taxes, and VAT are not refunded on international returns.

Return Policy: Items can be returned within 30 days of delivery for exchange, gift card, or refund. Returns postmarked after this timeframe, or that otherwise do not meet the criteria of our return policy, are not eligible to be returned and will not be accepted. Items marked as final sale are not eligible for return or exchange.

  • For hygienic reasons, we do not accept returns for cosmetics, earrings, undergarments, and beauty tools (including hair tools).
  • Items must be received in original condition - unworn, unwashed, with the hygienic liner (if applicable), and all vendor tags attached.
  • All swimwear returns must have their hygiene seal intact. Princess Polly is not responsible for non-Princess Polly and final sale items mistakenly returned.
  • If you have paid original postage to receive your order and a return is made, then this is non-refundable.

Return Processing Time: 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. Due to carrier delays beyond our control, your return may be delayed in getting back to us.

  • Please take note of your own tracking information and receipt. Internatioanl return packages casn take 4 weeks or more to reach our facility.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot issue a refund. In such instances, we may need to return the items to you at your expense. Rest assured, all returned items undergo thorough inspection.

  • Returned items with visible signs of use, including makeup, hair, fibers, dander, dust, dirt, deodorant, or perfume, will not be accepted.
  • Returned shoes showing any signs of wear, scuffs, or markings will not be accepted.
  • Returned beauty & wellness products with broken seals or signs of use will not be accepted.
  • Handbags & Purses showing signs of wear and tear will not be accepted.
  • Items sold as sets returned with incorrect sizes will not be accepted.
  • Gift cards cannot be returned or refunded.

Policy Enforcement Notice: If we notice concerning patterns in your return behavior, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

RETURN INFORMATION
  • Duties, taxes, and VAT are not refunded on international returns.
  • We now offer Local UK Returns! To begin the return process, please submit your USA Princess Polly order return here.

Return Policy: Items can be returned within 30 days of delivery for exchange, gift card, or refund. Returns postmarked after this timeframe, or that otherwise do not meet the criteria of our return policy, are not eligible to be returned and will not be accepted. Items marked as final sale are not eligible for return or exchange.

  • For hygienic reasons, we do not accept returns for cosmetics, earrings, undergarments, and beauty tools (including hair tools).
  • Items must be received in original condition - unworn, unwashed, with the hygienic liner (if applicable), and all vendor tags attached.
  • All swimwear returns must have their hygiene seal intact. Princess Polly is not responsible for non-Princess Polly and final sale items mistakenly returned.
  • If you have paid original postage to receive your order and a return is made, then this is non-refundable.

Return Processing Time: 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. Due to carrier delays beyond our control, your return may be delayed in getting back to us.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot issue a refund. In such instances, we may need to return the items to you at your expense. Rest assured, all returned items undergo thorough inspection.

  • Returned items with visible signs of use, including makeup, hair, fibers, dander, dust, dirt, deodorant, or perfume, will not be accepted.
  • Returned shoes showing any signs of wear, scuffs, or markings will not be accepted.
  • Returned beauty & wellness products with broken seals or signs of use will not be accepted.
  • Handbags & Purses showing signs of wear and tear will not be accepted.
  • Items sold as sets returned with incorrect sizes will not be accepted.
  • Gift cards cannot be returned or refunded.

Policy Enforcement Notice: If we notice concerning patterns in your return behavior, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

FREE EXCHANGES & STORE CREDIT
  • We provide two exchange options: Instant Exchange or Standard Exchange
    • Instant Exchange: Your exchange will be ordered once submitted. A hold for the full amount of the return 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.
  • All exchanges are shipped with standard shipping.
  • 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
  • A $6.95 return shipping fee will be deducted from your refund for all domestic and UK returns. If you select store credit, the return shipping fee will be waived.
  • 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.
  • Duties, taxes, and VAT are not refunded on international returns.
  • 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 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 return QR codes or shipping labels. 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. Any interest paid towards the installments is non-refundable.
  • It's important to keep up your Afterpay payments while your return is in transit back to us as Afterpay charges 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 canceled 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

Store credit is issued via Gift Card and can be used to make a future purchase.

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.
  • All exchanges are shipped with standard shipping.
  • 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.
  • At this time, Shop Now exchanges are not offered for customers returning from the UK.
REFUNDS
  • A $6.95 return shipping fee will be deducted from your refund for all domestic and UK returns. If you select store credit, the return shipping fee will be waived.
  • 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.
  • Duties, taxes, and VAT are not refunded on international returns.
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.