Return & Refund Policy

Return & Refund Policy

At The Princess Polly, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.

Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, items must:

  • Be unworn and unused

  • Be unwashed

  • Have all original tags attached

  • Be returned in their original packaging whenever possible

  • Be free from stains, odors, makeup, perfume, pet hair, or damage

Items that do not meet these conditions may not be accepted.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

  • Final Sale items

  • Gift Cards

  • Bodysuits

  • Swimwear without the original hygienic liner

  • Underwear and intimate apparel

  • Earrings and certain accessories for hygiene reasons

  • Personalized or customized products

How to Start a Return

To request a return, please contact our Customer Support team with:

  • Your order number

  • The email address used for the purchase

  • The item(s) you wish to return

  • The reason for your return

Our team will provide return instructions once your request has been reviewed.

Return Shipping

Unless the item is defective, damaged, or shipped incorrectly, customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages without tracking.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved:

  • Refunds will be issued to your original payment method.

  • Processing typically takes 5–10 business days, depending on your payment provider or financial institution.

Original shipping charges are generally non-refundable unless required by applicable law or if the error was caused by us.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • Clear photographs of the item

  • Photos of the shipping package (if applicable)

  • A brief description of the issue

We will review your case and arrange a suitable resolution, which may include a replacement, refund, or store credit.

Exchanges

We do not currently offer direct exchanges.

If you would like a different size, color, or style, please return your eligible item for a refund and place a new order for your preferred item.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account.

  2. Contact your credit card provider.

  3. Contact your bank, as processing times may vary.

  4. If you still have not received your refund after a reasonable period, please contact our Customer Support team.

Order Cancellations

Orders are processed promptly after being placed.

If you need to cancel an order, please contact us immediately.

If your order has already entered processing or has been shipped, cancellation may no longer be possible.

Return Refusal

The Princess Polly reserves the right to refuse returns that:

  • Do not meet our return requirements

  • Show signs of wear or use

  • Are returned outside the eligible return period

  • Arrive without original tags when required

Any refused returns may be sent back to the customer.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: support@theprincesspolly.com

Our Customer Support team is always happy to assist you.