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FAQ & CUSTOMER CARE

  • US STORE AND AUS STORE QUESTIONS
    • Is there a US website & an Australian (AUS) website?

      Yes! We're very pleased to say that we now offer an Australian and US based website. With local customer support , easy returns & additional shipping options in both Regions.
    • Can I shop on both sites?

      Yes! You can still shop on both the AUS Store and USA Store.
    • I can't find a product on the US Site.

      Our AUS & USA sites are totally separate websites. This will mean each site may have different products available. Prices may also vary on both sites. You can still shop from either website.
    • I'M FROM THE US, WHY SHOULD I SHOP ON THE US SITE?

      Our US site 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 / WEB CREDIT / GIFT CARD HELP
    • I can't log into my Princess Polly Account on the Australian site.

      As of September 2019, we launched a new Australian website! If you previously had an account with us, you'll need to create a new account here.
    • I have a web credit on my Australian Princess Polly Account, can I still access this?

      If you previously had a web credit balance with us on our AUS site, this has been replaced with a gift card which has been emailed to you. Please check your junk/spam!
  • Order Issues
    • Can I cancel my order?

      Once an order is placed we're unable to cancel the order. Once received you're welcome to make a return with us, as long as your items meet our returns criteria.
    • I’VE ORDERED THE WRONG SIZE/COLOUR!

      Once an order is placed we're not able to cancel or make any changes to the order. Once received you're welcome to make a return with us, as long as your items meet our returns criteria.
    • I’VE ENTERED THE WRONG SHIPPING ADDRESS!

      Uh oh! We’ll need to try and fix this for you before your order ships, so please get in touch straight away with your Order ID and correct shipping address.
    • I DIDN’T RECEIVE AN ORDER OR SHIPPING CONFIRMATION EMAIL.

      Make sure you’ve checked 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 send us an email so we can resend it to you!
    • I’VE RECEIVED THE WRONG ITEM OR SIZE!

      If you've double checked your order confirmation and have received the wrong size or item, please reach out to our Customer Experience Team so we can help right away!
    • MY ITEM ARRIVED FAULTY.

      Oh no! Our Customer Experience team are able to assist with this as a priority, so please reach out before making a return.
    • I’M MISSING AN ITEM FROM MY ORDER.

      Firstly make sure the item isn’t hiding 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 included in shoe boxes within your parcel. Still missing? Not to worry, just get in touch with our Customer Experience Team for more help!
  • Delivery Help
    • WHEN WILL MY ORDER BE SHIPPED?

      We aim to have all Australian orders shipped the same business day if placed before 4pm Australian Eastern Standard Time (AEST - QLD.). Any orders placed over the weekend or on a public holiday are shipped the following business day. For our international babes, we’ll be getting your orders out the door the same business day if placed before 1pm AEST!
    • CAN MY ORDER BE SENT TO A PO BOX OR PARCEL LOCKER?

      Yes it can, for Australian customers only! Please select Australia Post shipping at check out. If you're shopping from outside of Australia, please enter a physical home or work address as DHL cannot deliver to PO Box or Parcel Locker facilities.
    • 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! The only exceptions are Russia, Indonesia and Mexico, which is due to the import restrictions into these countries.
    • 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.
    • I RECEIVED AN EMAIL/TEXT SAYING MY ORDER WAS DELIVERED, BUT I HAVEN’T RECEIVED IT!

      All parcels are sent with a 'No Signature Required' delivery service. So 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 members of your household, body corporate/building management and even with your neighbours who may have collected this for you for safekeeping. Once you have checked 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 EVENT.

      Until your parcel has been sorted and scanned there won’t be any tracking events for you to check on. But don’t worry, 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.
    • WILL I BE CHARGED DUTIES AND TAXES?

      As we are based in Australia shipping parcels internationally, Import Duties & Taxes may be payable for import into your country. We recommend contacting your local customs office for more info on customs charges for your country.
  • RETURNS
    • HOW DO I MAKE A RETURN?

      If your order starts with #AU, click HERE
      If your order starts with #US, click HERE
    • I didn't receive a returns form or label with my order.

      We no longer provide returns labels or returns forms for orders placed on the updated Australian site. Instead, all returns are to be booked via the Returns Link. The portal is super easy to use and Australian based customers will be emailed a returns label to print and attach to the return parcel. Your Order ID is linked to your tracking number, but you can include the order card with your return also.
    • CAN I RETURN MORE THAN ONE ORDER IN ONE RETURN PARCEL?

      Yes you can! Just be sure you have booked a return for each order ID online via the portal. If you're an Australian customer opting for a refund and only use one returns label, then only one $6 fee will be deducted.
    • I'm shopping from outside of Australia, do I pay for my own return postage?

      Yes, all International customers are required to cover their return postage. For customers shopping from NZ or US, we have a local address you can make a return to, all other countries can return back to the Australian address. Please visit our Returns Page for more details. Please post your items back to the return address indicated on your pink order card.
    • 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 1-2 business days of them being received and will email you as soon as this has been 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 eligible 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 if you use our 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! If you return for a gift card, then your AfterPay Plan will remain in place and you will effectively be paying off the gift card that we have issued you with.
    • 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 Returns Label, we'll also deduct $6 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 eligible 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 2-3 business days, but can take up to 10 business days for some financial institutions.
    • 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.
    • SHIPPED YOUR RETURN TO OUR US WAREHOUSE?

      If you have shipped your return to our US warehouse, please allow 6 business days after we receive your original items before reaching out to our team. Refunds will appear back the original payment within 7 business days depending on your bank's clearance times.
    • I PAID WITH A GIFT CARD AND REQUESTED A REFUND, WHERE DOES THE MONEY REFUND TO?

      If you have paid with a gift card and opted to receive a refund, the amount is refunded to the original gift card. Gift cards are non refundable.
  • Exchanges
    • 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!
    • What is Shop Now?

      You now have the option to return your items for an exchange and select different products directly on our website! Please note Shop Now is not currently available for international customers returning outside of AU.
    • When will my Exchange/Shop Now item be sent?

      We’ll let you know your new order deets via email once processed! Exchange/Shop Now orders are not sent until the return has been received and processed by our team.
    • My Exchange/Shop Now item is out of stock!

      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. If your items are out of stock and you have paid an additional amount, not to worry, you will be refunded in full back to your original form of payment.
    • Can I use a discount/promo code when using Shop Now to exchange my return?

      Unfortunately, at this time we do not offer a discount or promo codes on exchange orders.
    • How do I pay the balance for my Exchange/Shop Now?

      If your return item credit does not cover the cost of your exchange item/s, you will be asked to input your credit card details to pay the difference. Please note, we are unable to apply gift cards or promo codes to cover any additional fees at this time.
  • Payments
    • WHAT PAYMENT OPTIONS ARE AVAILABLE?

      We accept all major credit and debits cards, as well as PayPal. AUS and NZ based 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!
    • What's the difference between a Web Credit, Gift Card and Gift Voucher?

      A web credit, gift voucher and gift card are all the same thing. Gift cards are now issued as a code that is redeemable as a payment method at check out.
    • Can I apply more than one Gift Card to my order?

      Yes! You can apply multiple Gift Card codes at check out. Simply enter the code and hit apply until all Gift Cards have been applied.
    • WHEN DOES MY GIFT CARD EXPIRE?

      You've got 3 years from date of issue to use your gift card!
    • HELP! MY PROMO CODE OR GIFT CARD CODE ISN’T WORKING

      Promo code not applying? Just make sure it’s valid for all items in your order (eg. excludes cosmetics) Gift Card 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!
    • WHY IS AFTERPAY DECLINING MY ORDER?

      Since Afterpay is a separate company, we can't be sure of the exact reason why your transaction was declined. The most common reasons are:
      • You have exceeded the $2,000 transaction limit.
      • You do not have sufficient funds available on your card at the time of purchase.
      • There may be restrictions in place with your Afterpay account.
      For additional help, we suggest contacting AfterPay directly at 1300100729.
    • WHY ISN’T MY PAYMENT PROCESSING?

      First of all you’ll have to switch devices and try checking out from either Google Chrome or Firefox. 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!
    • How do I use my HER Gift Card on the Princess Polly website?

      If you have received a HER gift card, you will need to visit this page in order to convert the voucher to a digital Mastercard for use on our website. Once converted, you can use the card as a normal debit/credit payment at check out!
    • Can I use two credit or debit card payments in one transaction?

      We can only accept one card payment per order. If your order total exceeds the value on the HER Gift Card, we suggest buying a gift voucher with the converted HER Mastercard. You can then apply the gift voucher code and use another payment to make up the difference in one order!
  • Technical Issues
    • I’M HAVING TROUBLE WITH THE WEBSITE

      As long as you’re checking out from Google Chrome or Firefox 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

      As of September 2019, we launched a new Australian website! If you previously had an account with us, you'll need to create a new account here. If you can’t login to your account using the details you used previously, you may not have been successful in creating this originally :( What you can do is try creating an account again to register your details. Still no luck? 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 & SIZING
    • HOW OFTEN DO YOU RESTOCK ITEMS?

      We're alllllways re-stocking our most popular styles based on customer demand, as well as adding new arrivals almost every day! By signing up for a restock notification of an out of stock item, you're letting us know that you're LOVING a particular style, so we'll do our best to get more in! Once more stock is available, you'll also be notified via email! We don't however re-stock sale items sorry!
    • CAN YOU TELL ME WHEN SOMETHING IS BEING RESTOCKED?

      We can't provide an estimate of when items will be back, but 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!
    • ARE THE SAME STYLES AVAILABLE ON BOTH THE AUS AND US SITES?

      The two sites are completely separate and may not always have the same products available. However you're welcome to shop on either site!
    • HOW DO I KNOW WHAT SIZE TO CHOOSE?

      We use a sizing tool to provide a confident recommendation based on what similar shoppers have bought and kept. The sizing tool is available on all tops, bottoms, and dresses collections (excluding bodysuits, swimwear, and accessories).

      We also provide a standard size chart as a measurement guide and international size conversion for our gals to see what size suits you best. Each product also includes a detailed description about the garment plus fit/style suggestions.

      If you are shopping outside of Australia, our sizing will automatically display in your country’s standard size when you select your local currency. Garment tags will indicate universal sizing, so just make sure you're selecting the right size based on your shipping country!
  • 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: 1300 421 549 (Mon - Fri, 8am - 5pm AEST) 

or text us 0481 071 095

Phone (international): +61 7 5522 0201

Email:  hi@princesspolly.com.au