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.
    • I can't find a product on the USA Store?

      Our USA Store is a totally separate website, so different products may be 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 to our US customers. We now offer FREE 2-Day Shipping when you spend $50 or more. We ship from LA so you'll receive your order super fast! We also offer local returns and have a US-based Customer Experience 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!
    • Why isn't my account login 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.
    • Can I transfer my AU or US Gift Card to use on the other site?

        We're more than happy to transfer your gift card between our AU and US sites! Please head to our 'Contact Us' section where you can get in touch with our Customer Experience team. Please select “Order Issues - Incorrect Item” from the dropdown, and include the following information in your message:
      • Your name
      • Order number
      • Email address used to place the order
      • Product name and code of the item ordered found on your order confirmation email
      • Product name and code of the item received

  • Order Issues
    • I received a faulty item!

        Oh no! First of all, we are SO sorry to hear you've received an item that’s not in perfect condition. To get this fixed for you ASAP, please head to our 'Contact Us' section where you can get in touch with our Customer Experience team. Please select “Order Issues - Faulty Item” from the dropdown, and include the following information in your message:
      • Your name
      • Order number
      • Email address used to place the order
      • Product name and code of the item ordered found on your order confirmation email
      • Description/photo of the fault
      • Please have an image of the faulty item ready for when you receive a reply, as you won’t be able to attach the image on the “Contact Us” form. You can also email our team directly with all of the above to hi@princesspolly.com!
    • I’M MISSING AN ITEM FROM MY ORDER!

      Firstly, please 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 in bubble wrap or amongst other items of clothing or shoe boxes within your parcel. If you don’t have any luck, don’t stress babe! Get in touch with our Customer Experience team via email and please be sure to include the following info for our team:
      • Your name
      • Order number
      • Email address used to place the order
      • Product name and code of the missing item ordered found on your order confirmation email
      • Product name and code of the missing item ordered found on your order confirmation email
      • Photo of the parcel if it looks tampered with
      • Please have an image of the parcel ready for when you receive a reply, as you won’t be able to attach the image on the “Contact Us” form. You can also email our team directly with all of the above to hi@princesspolly.com!
    • I RECEIVED THE INCORRECT ITEM!

        We're so sorry to hear you've received the incorrect item! To get this fixed ASAP, please head to our 'Contact Us' section where you can get in touch with our Customer Experience team. Please select “Order Issues - Incorrect Item” from the dropdown, and include the following information in your message:
      • Your name
      • Order number
      • Email address used to place the order
      • Product name and code of the item ordered found on your order confirmation email
      • Product name and code of the item received
      • Description/photo of the item you received
      • Please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the “Contact Us” form. You can also email our team directly with all of the above to hi@princesspolly.com!
    • I 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 you receive the order, you're welcome to make a return with us.
    • Can I cancel or change my order?

      As soon as you place your order, we’re on it – we know you need it fast! Unfortunately, this means we are unable to make any changes as it’s already being processed at the warehouse (literally within seconds). So sorry babe! You’ll need to place another order or return any unwanted items. Not to worry, we have a very flexible return policy! Items may be returned within 30 days of delivery for an exchange, gift card, or refund.
    • Why was my order cancelled?

      If you've placed an order and received a cancellation email from us, we're sorry about that. This will usually be the case if the stock wasn't available when we came to process your order. Not to worry! Receiving a cancellation/refund notification email from us will confirm we've already gone ahead and issued you a refund for the out of stock item(s). The refund will appear back in your account used to make the original purchase in 3-5 business days, depending on your bank’s clearance times. We suggest signing up for a restock notification for the item, and you will be notified via email when the product becomes available again! In the meantime, check out our bangin' New Arrivals for something else you might fall in love with!
  • Shipping / Tracking Issues
    • WHEN WILL MY ORDER BE SHIPPED?

      We aim to have all US orders shipped the same business day if placed Mon-Fri before 2:00pm Pacific Time. For our international babes, we’ll get your order out the door within 24 hours. You will receive shipping information once your order leaves Polly HQ! The carrier may take 24 hours to update tracking information online. Any orders placed over the weekend or on a public holiday are shipped the following business day.
    • 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 for delivery times.
    • HOW MUCH IS DELIVERY TO…

      Please see our Shipping Info for shipping costs.
    • My package was delivered, but I haven’t received it!

        If no one is home at the time of delivery, and the driver deems the area safe to leave your package, it will be left in a safe location at the address. Be sure to check around the front of your home - especially behind bins/pot plants/fences and under doormats! We also recommend checking with your building management, and neighbors who may have collected this for you for safekeeping. Once you’ve scoped out all possible delivery locations with no luck finding your package after 3 business days, please get in touch with our Customer Experience team. Don’t panic, we’ll make sure your goodies are located one way or another! Head to our 'Contact Us' section where you can get in touch with us. Please select “Order Issues - Delivery Dispute / Missing Package” from the dropdown, and include the following information in your message:
      • Your name
      • Order number
      • Email address used to place the order
      • Shipping/Delivery address you provided at checkout when placing your order
    • I can’t track my package!

      Until your parcel has been sorted and scanned by the carrier, there won’t be any tracking events for you to check on. This may show as a ‘label created’ status with the carrier, and the carrier may take 24 hours to update tracking information online. Don’t you worry babe! If you received a shipping confirmation with your tracking number, this indicates that your package has been dispatched and is on its way to you! Any orders placed over the weekend or on a public holiday are shipped the following business day. International orders will make their way to customs upon departure and entry into your country, so be sure to give it some time just in case you are not seeing any movement on your package.
    • 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.
    • Why is my order is delayed?

      Please double check the shipping option you selected. Cut off times for all orders are Mon-Fri 2:00pm Pacific Time. If you received a shipping confirmation email, then your order has been dispatched and is currently with the carrier. Please note that carrier delays may occur due to weather or other issues that may be out of our control. Please allow 24 hours for your order to ship from Polly HQ. If you placed an order and have not received a shipping confirmation email from us after 24 hours, please reach out to our Customer Experience team.
    • 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 ENTERED THE WRONG ADDRESS!

      Uh oh! We'll need to update this with the carrier. Please get in touch straight away with your order number and correct shipping address, and we will attempt to make this change for you! Please note that this change may slightly delay your shipment or delivery time by about 24-48 hours.
  • Returns
    • HOW DO I MAKE A RETURN?

      If your order starts with #US, click HERE
      If your order starts with #AU, click HERE
    • HAVE YOU RECEIVED MY RETURN?

      We're happy to help clarify our return/exchange processing time. If you booked a return online and used our label, your return was shipped with ground shipping - which can take up to 7-10 business days to reach our returns team. For our international babes, be sure to submit your return on our website and take note of your own tracking information and receipt, as we won't be able to track or monitor this for you! Once received, we aim to process your return within 6 business days.
    • CAN I CHANGE THE TYPE OF RETURN I REQUESTED?

      Not a problem at all! As long as your return has not been received and processed by our Returns team, we are happy to cancel your request and help you resubmit for your preferred return type. Please note - if you would like to switch your exchange or store credit to a refund, $6.95 will be deducted from your total refund amount for use of our return label.
    • HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

      We aim to process all returns within 6 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.
    • CAN I RETURN ITEMS THAT WERE PURCHASED WITH AFTERPAY?

      If you're returning items that were purchased using AfterPay, you have the option to cancel your payment plan. Your return will be processed as normal when we receive the items, so you are obligated to submit payment until we have processed your return since AfterPay is a third party company. When we receive your return parcel, we can then cancel the payment plan for your items sent back to us (less $6.99 if using our free returns label). From there, any payment already made toward the items will be refunded by AfterPay themselves. AfterPay cancellations are applied to the final installments of the scheduled Payment Plan. Once your return has been processed, log in to your AfterPay account 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 $6.95 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.
    • The item I requested to exchange went out of stock!

      If you requested to exchange an item from your order and it is no longer in stock, our team will issue you a refund immediately! Not to worry, we are always restocking our most popular items. Be sure to sign up for a restock notification to be emailed when it comes back in!
  • PAyments
    • WHAT PAYMENT METHODS DO YOU ACCEPT?

      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 have three years from date of issue to use your web credit and a full three years to redeem your voucher!
    • MY PROMO CODE / GIFT CARD CODE ISN’T WORKING!

      Promo code not applying? 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 trouble applying either of these, send a screenshot of the page that displays to our Customer Experience team so we can help!
    • WHY IS AFTERPAY IS DECLINING MY ORDER?

      AfterPay i 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 at 855 289 6014.
    • WHY ISN’T MY PAYMENT PROCESSING?

      Firstly, please try switching devices and/or browsers and try checking out from either Google Chrome or Safari. Our website has been optimized for your shopping experience using these browsers. If you’re still not having any luck, please send a screenshot of the error message that displays to our Customer Experience team 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
    • Can you tell me when something is being restocked?

      We’re constantly replenishing our most popular items, as well as adding new arrivals almost every day! While we can't provide estimates of when items will be back in stock, we encourage you to sign up for restock notifications so that we know you're loving the style and we'll work on getting more in ASAP!
    • 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.
  • Mobile App
    • Why aren’t the items I added to my cart on the website displaying in the app?

      The cart is not currently shared between the website and the app but will be in the upcoming months. Don’t worry babe, we are constantly working to improve your experience, so stay tuned!
    • Why aren't the items I added to my wishlist on the website displaying in the app?

      The wishlist is not currently shared between the website and the app but will be in the upcoming months. Don’t worry babe, we are constantly working to improve your experience, so stay tuned!
    • In which countries is the app available?

      • The US app is available in the following app stores: United States, Canada, United Kingdom, Norway, Switzerland, and all of the EU (Austria,  Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden)
      • The AU app is available in the following app stores: Australia, China, Hong Kong, Japan, New Zealand, Singapore, and South Korea
    • How do I change the currency?

      The US app is only available in $USD at this time, while the AU app is only available in $AUD. However, multi-currency is in the works to be supported this year!

Contact Us

Inquiry Form

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

CONTACT DETAILS

Phone: +1 855-818-1786  (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