RETURNS
Please see our Princess Polly COVID-19 Message here: We are continuing to ship all orders without delay; however, please note that you may experience shipping delays with UPS. To increase safety standards, received returns will be quarantined at our shipping facility for 3 days before they are processed. We have also extended our returns period to 60 days.
Our customers and our team remain our top priority. We will continue updating our website if any additional delays are expected.
BOOK A RETURN NOW:
Please follow the instructions, depending on your order number.
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
RETURNS INFORMATION
- Items can be returned within 60 days of delivery for a free exchange, gift card or refund. This includes sale items.
- Items must be received in original condition - unworn, unwashed, with all tags still attached.
- For hygiene reasons cosmetics, earrings and undergarments cannot be returned.
- All swimwear returns must have their hygiene seal intact.
- We process all returns within 6 business days of receiving your items. We will send you an email with the details of your processed return.
- 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.
FREE EXCHANGES
- If you would like to make an exchange please complete the request when booking the return.
- 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 honour a new discount code for exchange requests of different items.
REFUNDS
- 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 favourites this is still fine! We'll just remove the items you have returned from your Afterpay payment plan. Your original instalment 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!
INTERNATIONAL RETURN INFORMATION
- International orders may be returned for a full refund. We do not provide exchanges or store credit for international orders at this time.
- International customers are required to cover their return shipping cost.
- To begin the return process please submit your International US Princess Polly order return.
- Click here to book a return with USA Store
- Be sure to include the pink flyer with your order number in your package
- Record your tracking number and receipt as Princess Polly will not have any record of this, and will not be able to assist in tracking or monitoring international packages.