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FAQ & CUSTOMER CARE

  • USA STORE AND AUS STORE QUESTIONS
    • How does the USA Store work?

      Our USA Store is a totally separate website from our Australian (AUS) Store. We're now very pleased to say, we ship from the USA, with local returns and local customer service here in the USA.
    • Can I shop on both stores?

      Yes! You can still shop on both the USA Store and the AUS Store. Our USA website is us.princesspolly.com, and our AUS website is www.princesspolly.com. When visiting either store you will be asked to select your region before entering the homepage.
    • I can't find a product on the USA Store?

      Our USA Store is a totally separate website. This will mean they may have different products available. Prices may also vary on both stores. You can still shop from either store.
    • Why should I shop on the USA Store?

      Our USA Store is catered for our US customers. We now provide FREE 2-Day Shipping when you spend $50, we ship from LA so you'll receive your order super fast! We also offer local returns and have a US based customer service team ready to help!
  • ACCOUNT /STORE CREDIT / GIFT CARD HELP
    • Where's my Gift Card or Store Credit?

      If you previously had a gift card or store credit with us on our AUS Store, this will still be on the AUS Store. If you wish to use it on the USA Store, please email hi@princesspolly.com and we'll transfer it for you!
    • My Account login isn't working

      Our USA Store is a totally separate website from our AUS Store. If you've previously had an account with us, you'll need to create a new account on the USA Store.
  • Order Issues
    • MY ITEM IS FAULTY, WHAT DO I DO?

      Oh no! First of all we are SO sorry! Not to worry at all though, just get in touch with us via email and our Customer Service team will be able to help get this sorted for you right away!
    • I’M MISSING AN ITEM FROM MY ORDER

      Firstly make sure the item isn’t lost amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories and cosmetics are usually wrapped up in bubble wrap or in amongst other items of clothing or shoe boxes within your parcel. If you don’t have any luck here don’t stress girl, just get in touch with our Customer Service team via email.
    • I’VE RECEIVED THE WRONG ITEM

      Our Customer Service team will definitely be able to help get this mix up fixed! Just get in touch with us via email so we can help.
    • I DIDN’T RECEIVE AN ORDER OR SHIPPING CONFIRMATION

      Make sure you’ve scoped out your junk and spam folders in case the automatic notification has been sent there. You can mark us as SAFE too so that you won’t miss a beat from us in future! Still no luck finding this one? Not to worry, just shoot us an email so we can help!
    • I’VE ENTERED THE WRONG ADDRESS!

      Uh oh! We’ll need to try and fix this for you before your order goes out the door, so please get in touch straight away with your correct shipping address.
    • I’VE ORDERED THE WRONG SIZE/COLOUR!

      Once an order is placed we're not able to make any changes to the items in the order unfortunately! Once received you're welcome to make a return with us.
    • I NEED TO CANCEL THE ORDER I JUST PLACED

      Once an order is placed we're not able to make any changes to the items in the order unfortunately! Once received you're welcome to make a return with us.
  • Delivery Help
    • WHEN WILL MY ORDER BE SHIPPED?

      We aim to have all orders shipped the same business day if placed before 2pm Pacific time (California time). Any orders placed over the weekend or on a holiday are shipped the following business day. For our international babes, we’ll be getting your orders out the door within 24 hours
    • CAN MY ORDER BE SENT TO A PO BOX OR APO, FPO, DPO BOX?

      Yes it can! For USA customers select USPS Ground Shipping at checkout.
    • HOW DO I TRACK MY ORDER?

      Once despatched you will receive a tracking number via email for your order! It can take a few hours, sometimes 24 hours to show any kind of an update on the tracking link.
    • WHERE DO YOU SHIP TO?

      Alllll over the world baby! The only exceptions are Russia and Mexico. And this is due to the import restrictions into these countries … sorry gals!
    • HOW LONG DOES IT TAKE TO DELIVER?

      Please see our Shipping Info page for delivery times.
    • HOW MUCH IS DELIVERY TO…

      Please see our Shipping Info page for shipping costs.
    • I RECEIVED AN EMAIL/TEXT SAYING MY ORDER WAS DELIVERED, BUT I HAVEN’T RECEIVED IT…

      If no one is home at time of delivery and the driver deems the area safe to leave, the parcel will automatically be left in a safe location at the address. Places to check are in the letterbox, around the front of your home - especially behind bins/pot plants/fences and under doormats! If there is no sign of your parcel please also check in with your body corporate/building management, your housemates and even your neighbours who may have collected this for you for safekeeping. Once you have scoped out all possible delivery locations and still have no luck in finding your parcel, please give us a call or send us an email so we can investigate further with the courier! Please don’t panic, we’ll make sure your goodies are located one way or another!!
    • THE TRACKING DOESN’T SHOW ANY TRACKING EVENTS…

      Until your parcel has been sorted and scanned there won’t be any tracking events for you to check on. But don’t you worry girl, your tracking ID indicates that your parcel has been despatched and has started making it’s way to you! You’ll just need to give the tracking some time to update overnight or once it’s scanned as out for delivery. Once you have scoped out all possible delivery locations and still have no luck in finding your parcel, please give us a call or send us an email so we can investigate further with the courier! Please don’t panic, we’ll make sure your goodies are located one way or another!!
    • WILL I BE CHARGED DUTIES AND TAXES?

      For all orders shipped to Canada and the UK - import duties and taxes will be paid at checkout. For all other countries you may be charged duties and taxes upon entry into your country.
  • Returns
    • HOW DO I MAKE A RETURN?

      Please see our Returns page to book a return.
    • HAVE YOU RECEIVED MY RETURN?

      We’ll let you know via email once we have processed your return, but if you have taken note of your return parcel’s tracking ID then this will let you know as soon as your parcel has reached us!
    • HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

      We aim to process all returns within 2-3 business days of them being received.
    • WHEN WILL I RECEIVE MY EXCHANGE ORDER?

      If you’ve opted for an exchange we’ll let you know your new order deets via email once processed!
    • HOW LONG AFTER I RECEIVE AN ORDER, CAN I MAKE A RETURN?

      As long as your return is lodged or initiated within 30 days of receiving your items we can accept returns back for processing.
    • RETURNING ITEMS WHEN USING AFTERPAY

      If you're sending items back to us for returns that were purchased using the AfterPay service, you have the option to cancel your payment plan! Your return will still be processed as per normal in that it will be processed when we receive it , so you are obligated to make your payments up until we have processed your return for you as AfterPay is a third party company. When we receive your parcel, we can then cancel the payment plan for your items sent back to us (less $6.99 if you use our free returns label), and from there, any payments already made towards the items will be refunded by AfterPay themselves. AfterPay Cancellations are applied to the final instalments of the scheduled Payment Plan, you’ll need to log into your AfterPay Account once your return has been processed to check out your new payment schedule!
    • MY RETURN HAS BEEN PROCESSED FOR THE INCORRECT AMOUNT

      All returns are processed for the total amount paid for the items after any discount codes redeemed on the order have been applied. If your return was posted with our Free Returns Label, we'll also deduct $6.99 from the refund amount. Original shipping fees (if applicable) are non refundable.
    • CAN I RETURN SALE ITEMS?

      Yes of course! There is no difference to our returns policy for the return of sale items.
    • CAN I RETURN UNDERWEAR, EARRINGS OR COSMETICS?

      We have a strict hygiene standard and these items won’t be accepted back through returns.
    • WHEN WILL I GET MY REFUND?

      Depending on your bank’s clearance times will determine when you will see a refund back to your original payment method. This usually takes anywhere from 2-10 working days.
    • WHERE WILL YOU REFUND MY ORDER TO?

      All refunds will be processed back to the original payment method used to place the order. If you have used a combination of web credit and card/PayPal/AfterPay then your web credit will be re-issued and your payment refunded.
  • PAyments
    • PAYMENT OPTIONS

      We accept all major credit and debits cards, as well as PayPal. USA customers also have the option to checkout with Afterpay, a third party company who will set you up with a fortnightly payment plan to pay off your items and receive them straight away!
    • WHEN DOES MY WEB CREDIT / GIFT VOUCHER EXPIRE?

      You've got 3 years from date of issue to use your web credit and a full three years to redeem your voucher!
    • HELP WITH A PROMO CODE OR GIFT CARD CODE

      Promo code not applying? Just make sure it’s valid for all items in your order (eg. excludes cosmetics) Gift Voucher codes need to be entered separately - if you’re having any trouble applying either of these just send through a screenshot of the page that displays so we can help!
    • AFTERPAY IS DECLINING MY ORDER

      AfterPay are a separate company to us, so we can't be sure of the exact reason why they are declining your transaction. The most common reasons for this can be because:
      • You have exceeded the $1000 limit of currently placed order with AfterPay.
      • You do not have the full amount of funds available on your card at the time of purchase.
      • There may be restrictions in place with your details in the AfterPay system.
      If you're not quite sure, then we would suggest contacting AfterPay directly on 855 289 6014.
    • MY PAYMENT WON’T PROCESS

      First of all you’ll have to switch devices and try checking out from either Google Chrome or Safari. Our website has been optimized for the shopping experience from these browsers. If you’re still not having any luck we’ll just get you to send through an email with a screenshot of the error message that displays so we can better assist you!
  • Technical Issues
    • I’M HAVING TROUBLE WITH THE WEBSITE

      As long as you’re checking out from Google Chrome or Safari you shouldn’t experience any technical errors on the website. If after switching devices and using these browsers you’re still having trouble, please email us a screenshot of the page that displays so we can assist you further!
    • I’M HAVING TROUBLE SIGNING INTO MY PRINCESS POLLY ACCOUNT

      If you can’t log into your account using the details you used to create your account, you may not have been successful creating this originally :( What you can do is try creating an account again to register your details. Still no luck? Just shoot us an email so we can help!
    • I’VE FORGOTTEN MY PASSWORD

      By following the reset my password links you can safely and securely reset your password directly. Just make sure to check your junk/spam folder for the automated notification.
  • PRODUCT & STOCK SUPPORT
    • WHEN WILL THIS ITEM BE BACK IN STOCK?

      Send us an email with the name/image of the style you’re after so we can check for you!
    • HOW OFTEN DO YOU RESTOCK ITEMS?

      We’re constantly replenishing our most popular items, as well as adding new arrivals almost every day! If you need an item by a certain date let us know the style name so we can check for you.
    • HOW DO I KNOW WHAT SIZE TO CHOOSE?

      We provide a standard size chart as a guide for gals to compare their measurements to and see what size you best fall under. Here you’ll also be able to convert your International sizing. Each product also includes a detailed description where we include as much info about the garment, as well as any fit/style suggestions that we have for the style.

Contact Us

Enquiry Form

Please submit your enquiry and we'll be in touch shortly.

CONTACT DETAILS

Phone: +1 888-585-7288  (Mon - Fri, 9am - 5pm PST)

Email:  hi@princesspolly.com 

HEAD OFFICE

To contact head office, please use the enquiry form. 

COLLABORATIONS

Email us: collabs@princesspolly.com.au

 

FYI You’re on our US site. Visit our AU site here.