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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

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 - Love that for you!

RETURN FOR AN EXCHANGE, REFUND*, OR GIFT CARD

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

GET AN INSTANT REFUND* WITH

Create an account with Refundid to receive your refund instantly!

You will only be charged if your return is not in the mail within 30 days.

Return Information
  • Easy 30 day returns booked online here.
  • Sale items can be returned.
  • Items must be returned in original condition - unworn, unwashed, with all tags attached.
  • For hygiene reasons, we do not accept returns of cosmetics, earrings, undergarments, hosiery & beauty tools. (including makeup brushes, sponges & hair tools)
  • Swimwear returns must have their hygiene seal intact.
  • Shipping fees paid at time of purchase are non refundable.
  • Australian based customers are issued with a trackable return label via email.
  • This label is linked to the customer order number, the order card can be included in with the return also.
  • Returns can be tracked with the tracking number via the AusPost website here.
  • We aim to process all returns within 2 business days of receiving your items. You will be contacted via email with the details of your processed return.
  • Please email hi@princesspolly.com.au prior to initiating a return if you believe the product is damaged or faulty. We will treat this with the highest of priority.
Return Information
  • Easy 30 day returns booked online here.
  • Sale items can be returned.
  • NZ customers are required to cover their return postage with NZ Post directly to post to the local NZ return address.
  • Items must be returned in original condition - unworn, unwashed, with all tags attached.
  • For hygiene reasons, we do not accept returns of cosmetics, earrings, undergarments, hosiery & beauty tools. (including makeup brushes, sponges & hair tools)
  • Swimwear returns must have their hygiene seal intact.
  • Shipping fees & Import duty paid at time of purchase are non refundable.
  • Include the order ID card in with the return items.
  • Customers are required to note and monitor their own tracking.
  • We aim to process all returns within 6 business days of receiving your items. You will be contacted via email with the details of your processed return.
  • Please email hi@princesspolly.com.au prior to initiating a return if you believe the product is damaged or faulty. We will treat this with the highest of priority.
Return Information
  • Easy 30 day returns booked online here.
  • Sale items can be returned.
  • Customers are required to cover their return postage to our Australian returns address with the post office.
  • Items must be returned in original condition - unworn, unwashed, with all tags attached.
  • For hygiene reasons, we do not accept returns of cosmetics, earrings, undergarments, hosiery & beauty tools. (including makeup brushes, sponges & hair tools)
  • Swimwear returns must have their hygiene seal intact.
  • Shipping fees & Import duty or VAT paid at time of purchase are non refundable.
  • Include the order ID card in with the return items.
  • Customers are required to note and monitor their own tracking.
  • We aim to process all returns within 2 business days of receiving your items. You will be contacted via email with the details of your processed return.
  • Please email hi@princesspolly.com.au prior to initiating a return if you believe the product is damaged or faulty. We will treat this with the highest of priority."
Return Information
  • Easy 30 day returns booked online here.
  • Sale items can be returned.
  • US customers are required to cover their return postage to the local US return address directly with the post office.
  • Items must be returned in original condition - unworn, unwashed, with all tags attached.
  • For hygiene reasons, we do not accept returns of cosmetics, earrings, undergarments, hosiery & beauty tools. (including makeup brushes, sponges & hair tools)
  • Swimwear returns must have their hygiene seal intact.
  • Shipping fees & Import duty or VAT paid at time of purchase are non refundable.
  • Include the order card in with the return items.
  • Customers are required to note and monitor their own tracking.
  • We aim to process all returns within 6 business days of receiving your items. You will be contacted via email with the details of your processed return.
  • Please email hi@princesspolly.com.au prior to initiating a return if you believe the product is damaged or faulty. We will treat this with the highest of priority.
Return Information
  • Easy 30 day returns booked online here.
  • Sale items can be returned.
  • Canadian customers are required to cover their return postage to the US return address directly with the post office.
  • Items must be returned in original condition - unworn, unwashed, with all tags attached.
  • For hygiene reasons, we do not accept returns of cosmetics, earrings, undergarments, hosiery & beauty tools. (including makeup brushes, sponges & hair tools)
  • Swimwear returns must have their hygiene seal intact.
  • Shipping fees & Import duty or VAT paid at time of purchase are non refundable.
  • Include the order ID card in with the return items.
  • Customers are required to note and monitor their own tracking.
  • We aim to process all returns within 6 business days of receiving your items. You will be contacted via email with the details of your processed return.
  • Please email hi@princesspolly.com.au prior to initiating a return if you believe the product is damaged or faulty. We will treat this with the highest of priority.
Free Exchange & Gift Cards
  • We offer free return postage to return items for a gift card or exchange.

  • We offer size or product exchanges.

  • Product exchanges allow the customer to shop via the website, make additional payment for items and receive a bonus $5 credit.

  • Discount codes cannot be applied to product exchanges. For this reason, the customer will receive their pre-discount balance to shop for new products. EG Returning a $50 item discounted to $40 will provide a $55 bonus credit!

  • The bonus credit is non-refundable, non-transferrable & must be used on the same exchange order.

  • Customers can choose either an Instant Exchange or Standard Exchange:

    - Instant Exchange: customers can use their card to have their exchange processed instantly. 
    - Standard Exchange: exchange order will be processed once in transit back to Princess Polly.
    
  • If the item/s from an Instant Exchange are not received within 14 days, the full amount is charged to the card.

  • Exchange requests that are out of stock will be issued as a refund.

  • Gift Cards are valid for 3 years from date of issue & cannot be extended.

  • Gift Cards are non-refundable.

Refunds
  • We offer refunds on all eligible returns.
  • All refunds are processed back to the original payment method used to place the order. If a combination of gift card and card/PayPal/AfterPay payment has been used then the gift card will be refunded first followed by the remaining payment method.
  • Depending on the payment method, a refund can take 2-5 business days to clear back into the account.
  • 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 purchased with AfterPay, the refund amount will be cancelled from the final instalments of the AfterPay plan.
  • Customers will only expect a refund of the instalments from AfterPay if payment/s have been made.
  • If no payment/s have been made, no refund will be issued and future payments will be cancelled.
  • We recommend downloading the AfterPay app to view the payment plan.
  • It's important to keep up the AfterPay payments whilst the return is in transit to avoid dishonour fees.
Refunds
  • We offer refunds on all eligible purchases.
  • $6 is deducted from the refund total for the use of the provided returns label when a refund is requested.
  • If you pay for your own postage, the $6 refund fee will be waived & processed separately.
  • Depending on your bank, the refund can take 2-5 business days to clear back into your account.
  • If a combination of gift card and card/PayPal/AfterPay payment has been used then the gift card will be refunded first followed by the remaining payment method.
  • Orders purchased with a gift card and then returned for a refund are refunded back to the original gift card.

    We offer 2 types of refunds:

  • Standard Refund
    • Processed back to the original payment method used to place the order once received back to Princess Polly.
    • Takes approx 2-5 business days for funds to clear back into the original bank account.
    • If a combination of gift card and card/PayPal/AfterPay payment has been used then the gift card will be refunded first followed by the remaining payment method.

  • Instant Refund with Refundid
    • Processed instantly to a nominated card/account.
    • If the original payment includes a gift card, customers are ineligible for a Refundid refund.
    • If the return is not posted within 10 business days, Refundid will reverse the instant refund.
Refunds
  • We offer refunds on all eligible returns.
  • All refunds are processed back to the original payment method used to place the order. If a combination of gift card and card/PayPal payment has been used then the gift card will be refunded first followed by the remaining payment method.
  • Depending on the payment method, a refund can take 2-5 business days to clear back into the account.
  • 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.
Gift Cards
  • Gift Cards are valid for 3 years from date of issue & will expire if not used within 3 years of issue & cannot be reactivated.
  • All Gift Cards are non-refundable.
  • If returning for a Gift Card after purchasing with AfterPay, the payment plan will remain in place & the full balance issued as a gift card.
  • The payment plan will then be paying off the gift card, instead of the items.
  • Gift Cards are only valid on the store they are issued from.
  • Our Customer Experience team are able to convert an AU gift card into a US gift card upon request. Contact us here.
Gift Cards
  • Gift Card are valid for 3 years from date of issue & will expire if not used within 3 years of issue & cannot be reactivated.
  • All Gift Cards are non-refundable.
  • Gift Cards are only valid on the store they are issued from. Our Customer Experience team are able to convert an AU gift card into a US gift card upon request. Contact us here.
Local NZ Return Address

Once the return is booked online, NZ based customers can return locally to:

Private Bag 208059, Highbrook, Auckland, NZ 2161

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

Local US Return Address

Once the return is booked online, US based customers can return locally to:

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

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

US Return Address

Once the return is booked online, Canadian based customers can return to the US return address:

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

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

International Return Address

Once the returns is booked online, International customers can return to our Australian Return Address:

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

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

Refundid Refunds
  • Receive an instant refund with Refundid!
  • Customers link a card to their Refundid account to receive a refund instantly.
  • If the return is not posted within 10 business days, the refund is reversed.
  • If an instant refund with Refundid is selected, the original payment will remain in place as the full amount is refunded to the nominated card/account.
  • Exchange orders and orders placed with a gift card are ineligible for a Refundid return.
  • Returned items that do not meet returns criteria will be declined and the Refundid refund is reversed and additional dishonour fees are charged by Refundid.
  • $6 is deducted from the refund total for the use of the provided returns label when a refund is requested.
Returns With Afterpay
  • Customers can choose any return option when purchasing with AfterPay.
  • When returning for a Gift Card, the payment plan will remain in place & the full balance is issued as a Gift Card. The payment plan will then be paying off the Gift Card, instead of the items.
  • When a refund is selected, the amount will be cancelled from the final instalments of the AfterPay plan and a refund will only be issued by AfterPay if payment/s have been made.
  • If no payment/s have been made, no refund will be issued and future payments will be cancelled.
  • It's important to keep up the AfterPay payments whilst the return is in transit to avoid dishonour fees.
  • We recommend downloading the AfterPay app to view the payment plan.
Local Return Address

Australian customers are issued with a prepaid and pre-addressed return shipping label once booked online.

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

PO Box 5984 Gold Coast MC, QLD, 9726, Australia

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

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.