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Returns & Exchanges

LOOKING TO SUBMIT A RETURN OR EXCHANGE?

This won't take long! Select your region below and have your shipping postcode and order number ready. You’ll find your order number in your Order Confirmation email or on the cute order card that was in your parcel.

Book a Return BOOK A RETURN BOOK A RETURN BOOK A RETURN

GET AN INSTANT REFUND* WITH

Create an account with Refundid to receive your refund instantly.

You will then have 7 days to ship the return back to us.

Click here for refundid FAQs.

Get an instant exchange

Use your card to get your new 'fit shipped instantly!

You will only be charged if your return is not in the mail within 14 days. Exchange for new products and receive bonus credit.

Click here for exchange FAQs.

RETURN FOR AN EXCHANGE, REFUND*, OR GIFT CARD

Send back your return within 30 days & your return will be processed once received.

Click here for return FAQs.
Return Information

Return Policy:

  • Return within 30 days of delivery for a refund less $6.95 or return for free for an exchange or gift card.
  • Shipping fees paid at time of purchase are non-refundable.
  • Please contact us here prior to initiating a return if you have experienced an issue with an order. We will treat this with the highest of priority.

All products must be returned:

  • Unworn
  • Unwashed
  • With all tags attached
  • With hygiene stickers attached to swimwear & bodysuits
  • In accordance with the items booked for return

Items not eligible for return:

  • Items marked as Final Sale
  • Cosmetics
  • Earrings
  • Undergarments
  • Hosiery
  • Beauty products

How To Return: Include in the parcel all items that have been booked for return and a copy of the order number. Australian based customers are issued with a pre-paid return label via email once the return has been booked.

  • Option 1 - Print the label, attach it to the parcel covering any previous shipping labels and drop it off at any Australia Post red box.
  • Option 2 - Take the digital return label to an Australia Post Post Office for them to print and ship on your behalf.

Return Processing Time: Returns can take up 5-10 business days to reach our team. Once received, we aim to process returns within 1-2 business days, unless an instant exchange or instant refund has been selected.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot process a return. In such instances, we may need to return the items to you at your expense. This includes items that show:

  • Signs of prolonged wear, including makeup, hair, fibres, dust, dirt, deodorant, perfume, scuffs, or markings
  • Items sold as sets and are partially returned or returned with incorrect sizes

Policy Enforcement Notice: If we notice concerning patterns in your return behaviour, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

Return Information

Return Policy:

  • Return within 30 days of delivery for a free gift card return or less $7.95 AUD for a refund.
  • Shipping fees paid at time of purchase are non-refundable.
  • Please contact us here prior to initiating a return if you have experienced an issue with an order. We will treat this with the highest of priority.

All products must be returned:

  • Unworn
  • Unwashed
  • With all tags attached
  • With hygiene stickers attached to swimwear & bodysuits
  • In accordance with the items booked for return

Items not eligible for return:

  • Items marked as Final Sale
  • Cosmetics
  • Earrings
  • Undergarments
  • Hosiery
  • Beauty products

How To Return: Include in the parcel all items that have been booked for return and a copy of the order number. New Zealand based customers are issued with a pre-paid return label via email once the return has been booked.

  • Option 1 - Print the label, attach it to the parcel covering any previous shipping labels and drop it off at any NZ Post drop box.
  • Option 2 - Take the digital return label to an NZ Post Post Office for them to print and ship on your behalf.

Return Processing Time: Once shipped, we aim to process returns within 1-2 business days.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot process a return. In such instances, we may need to return the items to you at your expense. This includes items that show:

  • Signs of prolonged wear, including makeup, hair, fibres, dust, dirt, deodorant, perfume, scuffs, or markings
  • Items sold as sets and are partially returned or returned with incorrect sizes

Policy Enforcement Notice: If we notice concerning patterns in your return behaviour, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

Return Information

Return Policy:

  • Return within 30 days of delivery for a refund or gift card.
  • Shipping fees, import duties & VAT paid at time of purchase are non-refundable.
  • Please contact us here prior to initiating a return if you have experienced an issue with an order. We will treat this with the highest of priority.

All products must be returned:

  • Unworn
  • Unwashed
  • With all tags attached
  • With hygiene stickers attached to swimwear & bodysuits
  • In accordance with the items booked for return

Items not eligible for return:

  • Items marked as Final Sale
  • Cosmetics
  • Earrings
  • Undergarments
  • Hosiery
  • Beauty products

How To Return: Include in the parcel all items that have been booked for return and a copy of the order number. Asia based customers are required to cover their return postage with the Post Office. Our return address will be provided at the final stage of the return booking.

Return Processing Time: Once delivered to us, we aim to process returns within 1-2 business days.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot process a return. In such instances, we may need to return the items to you at your expense. This includes items that show:

  • Signs of prolonged wear, including makeup, hair, fibres, dust, dirt, deodorant, perfume, scuffs, or markings
  • Items sold as sets and are partially returned or returned with incorrect sizes

Policy Enforcement Notice: If we notice concerning patterns in your return behaviour, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

Return Information

Return Policy:

  • Return within 30 days of delivery for a refund or gift card.
  • Shipping fees, import duties & VAT paid at time of purchase are non-refundable.
  • Please contact us here prior to initiating a return if you have experienced an issue with an order. We will treat this with the highest of priority.

All products must be returned:

  • Unworn
  • Unwashed
  • With all tags attached
  • With hygiene stickers attached to swimwear & bodysuits
  • In accordance with the items booked for return

Items not eligible for return:

  • Items marked as Final Sale
  • Cosmetics
  • Earrings
  • Undergarments
  • Hosiery
  • Beauty products

How To Return: Include in the parcel all items that have been booked for return and a copy of the order number. UK & Europe based customers are required to cover their return postage with the Post Office. Our return address will be provided at the final stage of the return booking.

Return Processing Time: Once delivered to us, we aim to process returns within 1-2 business days.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot process a return. In such instances, we may need to return the items to you at your expense. This includes items that show:

  • Signs of prolonged wear, including makeup, hair, fibres, dust, dirt, deodorant, perfume, scuffs, or markings
  • Items sold as sets and are partially returned or returned with incorrect sizes

Policy Enforcement Notice: If we notice concerning patterns in your return behaviour, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

Return Information

Return Policy:

  • Return within 30 days of delivery for a refund or gift card.
  • Shipping fees, import duties & VAT paid at time of purchase are non-refundable.
  • Please contact us here prior to initiating a return if you have experienced an issue with an order. We will treat this with the highest of priority.

All products must be returned:

  • Unworn
  • Unwashed
  • With all tags attached
  • With hygiene stickers attached to swimwear & bodysuits
  • In accordance with the items booked for return

Items not eligible for return:

  • Items marked as Final Sale
  • Cosmetics
  • Earrings
  • Undergarments
  • Hosiery
  • Beauty products

How To Return: Include in the parcel all items that have been booked for return and a copy of the order number. International customers are required to cover their return postage with the Post Office. Our return address will be provided at the final stage of the return booking.

Return Processing Time: Once delivered to us, we aim to process returns within 1-2 business days.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot process a return. In such instances, we may need to return the items to you at your expense. This includes items that show:

  • Signs of prolonged wear, including makeup, hair, fibres, dust, dirt, deodorant, perfume, scuffs, or markings
  • Items sold as sets and are partially returned or returned with incorrect sizes

Policy Enforcement Notice: If we notice concerning patterns in your return behaviour, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

Return Information

Return Policy:

  • Return within 30 days of delivery for a refund or gift card.
  • Shipping fees, import duties & VAT paid at time of purchase are non-refundable.
  • Please contact us here prior to initiating a return if you have experienced an issue with an order. We will treat this with the highest of priority.

All products must be returned:

  • Unworn
  • Unwashed
  • With all tags attached
  • With hygiene stickers attached to swimwear & bodysuits
  • In accordance with the items booked for return

Items not eligible for return:

  • Items marked as Final Sale
  • Cosmetics
  • Earrings
  • Undergarments
  • Hosiery
  • Beauty products

How To Return: Include in the parcel all items that have been booked for return and a copy of the order number. US & Canadian customers are required to cover their return postage with the Post Office. Our US address will be provided at the final stage of the return booking.

Return Processing Time: Once delivered to us, we aim to process returns within 6 business days.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot process a return. In such instances, we may need to return the items to you at your expense. This includes items that show:

  • Signs of prolonged wear, including makeup, hair, fibres, dust, dirt, deodorant, perfume, scuffs, or markings
  • Items sold as sets and are partially returned or returned with incorrect sizes

Policy Enforcement Notice: If we notice concerning patterns in your return behaviour, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

Free Exchanges
  • Exchange bookings receive free return shipping.
  • Size and product exchanges are available.
  • Product exchanges receive a bonus credit valued at the pre-discounted price of returned items plus an additional $5 AUD. Example: Returning a $100 item discounted to $90 will provide a total credit of $105!
  • Bonus credit is non-refundable, applicable only on the same exchange order and is not eligible for sale items.
  • Discount codes cannot be applied to product exchanges. For this reason, the pre-discount credit is available to exchange with.
  • Customers can choose either an instant exchange or standard exchange:
    • Instant exchanges booked before 4pm AEST will be shipped that day with complimentary Express shipping.
    • Standard exchanges will be processed once in transit back to Princess Polly.
  • If an instant exchange booking is not returned within 14 days, the item/s will be charged to the nominated card.
  • Exchanges are limited to 3 per order. After 3 exchanges, a credit can be issued to put towards a new order.
  • Exchange requests that are out of stock will be issued as a refund upon arrival.
FREE GIFT CARD RETURNS
  • Gift card bookings will receive free return shipping.
  • Gift Cards are valid for 3 years from the date of issue and are non-refundable.
  • Gift Cards are only valid on the store they are issued from. An AU gift card can be converted into a US gift card upon request. Contact our Customer Experience team here.
Refunds
  • We offer refunds on all eligible return items.
  • $7.95 will be deducted from the refund total for the use of our return label.
  • Refunds are processed within 1-2 business days of the return parcel's arrival and issued to the original payment method.
  • Once a refund is processed, it may take 2-5 business days to reach the original payment method.
  • Refunds are issued in AUD. The local bank/financier will convert the refund amount into the local currency based on the exchange rate at the time.
  • If a gift card was used in conjunction with another payment method, the refund will be issued to the gift card first and the remaining balance will be refunded to the other payment method.
Refunds
  • We offer refunds on all eligible return items.
  • $6.95 will be deducted from the refund total for the use of our return label.
  • If a gift card was used in conjunction with another payment method, the refund will be issued to the gift card first and the remaining balance will be refunded to the other payment method.

    Instant Refunds with Refundid:
  • Returns booked with Refundid are processed instantly to a nominated bank account.
  • Exchange orders and orders placed with a gift card are ineligible for an instant refund.
  • If the return does not meet our criteria or is not posted within 7 days, Refundid will reverse the instant refund. Dishonour fees may apply.
  • If an instant refund is selected, the original payment will remain in place as the refund is issued to the nominated bank account.

    Standard Refunds:
  • Standard refunds are processed within 1-2 business days of the return parcel's arrival and issued to the original payment method.
  • Once a refund is processed, it may take 2-5 business days to reach the original payment method.
Refunds
  • We offer refunds on all eligible return items.
  • Refunds are issued to the original payment method and once processed, may take 2-5 business days to be received.
  • Refunds are issued in AUD. The local bank/financier will convert the refund amount into the local currency based on the exchange rate at the time.
  • If a gift card was used in conjunction with another payment method, the refund will be issued to the gift card first and the remaining balance will be refunded to the other payment method.
Free Gift Card Returns
  • Gift card bookings will receive free return shipping.
  • Exchange by opting for a gift card & re-purchasing once the gift card has been issued.
  • Gift Cards are valid for 3 years from the date of issue and are non-refundable.
  • Gift Cards are only valid on the store they are issued from. An AU gift card can be converted into a US gift card upon request. Contact our Customer Experience team here.
Gift Cards
  • Gift Cards are valid for 3 years from the date of issue and are non-refundable.
  • Exchange by opting for a gift card & re-purchasing once the gift card has been issued.
  • Gift Cards are only valid on the store they are issued from. An AU gift card can be converted into a US gift card upon request. Contact our Customer Experience team here.
Local NZ Return Address

All returns must be booked here prior to being shipped.

Customers wishing to pay for their own return postage can return to:

Private Bag 208059, Highbrook, Auckland, NZ 2161

Please note the return tracking details & include the corresponding order number or order card in with the return items.

Local US Return Address

All returns must be booked here prior to being shipped.

Customers wishing to pay for their own return postage can return to:

Princess Polly Returns, 5026 Chino Hills Pkwy, Chino Hills, CA 91710

Please make note of the return tracking details & include a copy of the order number in the return parcel.

International Return Address

All returns must be booked here prior to being shipped.

Customers can return to:

PO BOX 5984, Gold Coast MC, QLD, 9726, Australia.

Please make note of the return tracking details & include a copy of the order number in the return parcel.

Returns With Afterpay & Klarna
  • AfterPay and Klarna purchases are eligible for all return options.
  • AfterPay refunds will adjust from the final instalments in reverse. No refund will be issued if there are outstanding instalments. If the plan has been paid in full, a refund will be issued by AfterPay within 2-5 business days.
  • If the Klarna plan has yet to be finalised, refunds will be evenly distributed across the remaining instalments. If the plan has been paid in full, a refund will be issued by Klarna within 2-5 business days.
  • Be sure to continue the instalments whilst the return is being processed to avoid dishonour fees.
Returns with Afterpay
  • AfterPay purchases are eligible for all return options.
  • AfterPay refunds will adjust from the final instalments in reverse. No refund will be issued if there are outstanding instalments. If the plan has been paid in full, a refund will be issued by AfterPay within 2-5 business days.
  • Be sure to continue the instalments whilst the return is being processed to avoid dishonour fees.
Local Return Address

All returns must be booked above prior to being shipped.

Customers wishing to pay for their own return postage can return to:
PO Box 5984 Gold Coast MC, QLD, 9726, Australia

Please make note of the return tracking details & include a copy of the order number in the return parcel.

FAQs

More questions? Check out our Returns FAQs here!

If you ordered from our USA store and your order number starts with #US, book your return here.