FREQUENTLY ASKED QUESTIONS

Got a question? We want to help!
Take a look at some common queries & some useful information

Order Issues

I have received the wrong item

Oh no, we’re so sorry to hear this has happened with your order! We want to sort this out for you straight away so please send over images of the incorrect item, the packaging this was delivered in and the invoice included inside your parcel to hello@ohpolly.com. One of our super friendly customer service advisors will then be on hand to resolve this for you immediately!

My item has arrived damaged or faulty

We’re extremely sorry to hear this has happened to your item. All products are checked thoroughly prior to being dispatched so we are sorry your item must have slipped through the net! Please send over your order number and an image of the damaged item (ensuring the Oh Polly tag is visible in the pic) to hello@ohpolly.com and we will have this sorted for you immediately!

My item got broken after wear

We’re sorry to hear your item has become damaged after wear. We pride ourselves on the quality of our items and truly believe they should last a lifetime and not just one wear or wash! Please attach an image of the damaged item in an email to hello@ohpolly.com and one of our customer service advisors will be in touch with a solution!

An item is missing from my package

This is extremely concerning as all packages are checked meticulously prior to being dispatched, and we want to get this resolved for you immediately. We weigh our parcels prior to dispatching them so please send over your order number and an image of the paper invoice included in your package to hello@ohpolly.com and our team will be able to investigate what has happened and have this sorted for you!

Can I cancel or change my order after I have placed it?

We know our customers want their items ASAP so as soon as your order is placed, our team work hard to ensure that this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to one of our social media channels or hello@ohpolly.com and we’ll try our best to sort this for you!

Why was my order cancelled?

We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to pick your order or, our payment provider has declined to accept your payment method. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 72 hours/7 working days (this time frame is dictated by your bank and isn’t something we can speed up unfortunately!).

Product and Size

What size should I order?

We always want our items to fit our customers perfectly, so we provide a size guide and sizing information next to all items on our website. All our items generally fit true to (UK) size but if we know a product’s material creates a tighter fit, we’ll recommend sizing up in the product description box alongside the item. If you require further help with sizing, our customer service representatives can recommend you a dress size if you send over the item name and your bust, waist and hip measurements via one of our contact platforms.

When will you be restocking?

Our items are super popular and can sell out quickly but don’t be disheartened as we restock different items 2/3 times a week and our newest items are generally restocked within 2-week periods. We can’t provide exact restock dates but if there’s a particular item you’re waiting on, please send over the product name and size to one of our contact platforms and we’ll be in touch with the time frame this is due to be restocked in. You can also sign up for restock notifications when an item is fully out of stock. You can do this by entering your email address under the “subscribe to back in stock notifications” header and we’ll then let you know when this item has been restocked so you can be one of the first to get your hands on it! We’d also recommend checking back on our website regularly as we restock returns daily! We also love to tease, and you may see some unreleased items on our Instagram pages from time to time… When this happens, the items will generally be online within the next 1-2 weeks. Be sure to keep an eye on our New In section for all our latest drops!

Do you use real fur?

Not at all, we’d never exploit animals in the name of looking good – our faux fur or vegan leather items are amazing alternatives.

Can I buy your items off other websites?

No. All our items are designed in house by our design team and manufactured in our own factories. It’s worth noting that we do not offer wholesale so any websites using our images, will not be dispatching our items. We’d never want our customers to be deceived by another online retailer so if you want Oh Polly designs and quality, we recommend only ordering from our website directly.

Delivery Info

Where is my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

Can I order to a PO Box?

Unfortunately, we do not deliver to PO Boxes or hotel addresses.

Can I change my delivery address after placing my order?

We know our customers want their items ASAP so as soon as your order is placed, our team is on it ensuring this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to one of our social media channels or hello@ohpolly.com and we’ll try our best to sort this for you!

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How do I track my order?

Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery. There is also a tracking feature on the website, however, it may take some hours to get the information you need after the purchase.

Why is my order late?

We work hard to ensure that orders are dispatched quickly so it’s truly disappointing to hear your order has not been received on time. Please note, we do state online that all delivery time frames are estimates except for UK next day delivery so we cannot guarantee your order will be delivered on the estimated delivery date shown at checkout if you select any other delivery method. If a delivery has been attempted and not received, you can re-arrange delivery with the courier directly. If your order was dispatched with next day delivery and hasn’t been received on time, please send over an email to: hello@ohpolly.com and we’ll investigate this delay with the courier directly.

Where is my order being dispatched from?

All orders are shipped from our warehouse in the United Kingdom.

Can my order be left in a safe place?

Orders that are dispatched with standard delivery can be left in a safe place or with a neighbour without the customers consent. If you have paid for a delivery service (UK only) or selected DHL express at checkout, this parcel cannot be left in a safe place without the customers consent and you would therefore need to contact the courier directly to request this. Unfortunately, we cannot make this request on our customers behalf.

Returns Info

What is your return address?

Our UK returns address is: Oh Polly, Unit 3, Power Station, Thermal Road, Bromborough, CH62 4YD. All international (non-US) and UK returns can be posted back to this address. Our US returns address is: Oh Polly c/o WN Shipping USA, 475 Doughty Blvd, Inwood, NY, 11096. All US returns can be returned here. Feel free to use our US returns address if you’re in a neighbouring country, such as Canada.

Are returns free?

For UK returns, we provide returns through Asda’s ToYou service which costs £2. Simply fill in and attach the ToYou returns sticker to the front of your parcel and pop this back to us through your local Asda. You can also return this via your local post office using the returns address sticker included in your parcel, but this service is not paid for and this cost will be your responsibility. Please note, we recommend sending back your items tracked as we cannot be held liable for any items that fail to reach us. For US returns, you can return your order through our Narvar returns portal on the returns page of our website. Simply log in, select the items you wish to return, explain why and confirm whether you’d rather mail it to us for $5.95 which would be deducted from your refund or return it with your own courier (these postage costs would be your responsibility). For international returns outside of the UK and US, we do not provide free returns labels and cannot be held responsible for any return postage costs.

What is your returns policy?

Returned items must be received within 14-days of delivery for UK orders and within 30 days of receipt for International orders. Please do your best to try on, handle and repackage the items with care. Any merchandise returned must be received back in its original condition - this means it must be unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached. Please fill-in and include the returns form (found on the reverse side of your invoice) along with your returned item to enable us to identify you and process your return as quickly as possible. *** Please note that we always recommend returning your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us. *** We aim to process all returns within 5 working days of delivery to us, at which time we will issue a full refund or exchange and will follow up with a return confirmation email. Please be aware if you have made a purchase using a Oh Polly gift card, your funds will be refunded back to this method.

Can I return swimwear?

Yes, providing your item is returned in its original condition with tags and the hygiene labels intact.

Can I return jewellery or hair accessories?

Unfortunately, we are unable to accept back jewellery or hair accessories for a refund/exchange.

I have lost my invoice. How do I get a new invoice?

Please don’t worry about your missing invoice! Simply include a note inside your package with your order number, full name and reason for returning your item and we’ll still be able to process this for you as normal!

How do I return my order for an exchange?

Need to swap a size or fancy something completely different? No problem at all – just fill in the returns form stating the item you wish to receive in place of your returned item (detailing colour and size), and we’ll get this processed for you upon receipt of your return. Please note, if this new item is out of stock, this will be refunded instead. If your exchanged item is of a higher value than your returned item, this will also be refunded instead.

My exchange is wrong.

Oh no, we’re so sorry to hear this has happened with your order! We want to resolve this for you straight away so please send over images of the incorrect item, the packaging this was delivered in and the invoice included inside your parcel to hello@ohpolly.com. One of our super friendly customer service advisors will then be on hand to resolve this query immediately!

My refund is incorrect.

We’re so sorry to hear this and want to get this resolved for you as quickly as possible so please send over an image of your returns postage receipt to: hello@ohpolly.com along with the names of the items you returned and we’ll have this sorted for you!

How long it takes for my refund or exchange to be processed?

Refunds and exchanges are processed within 5 working days of us receiving the item(s) back at our warehouse. Weekends aren’t included in working days and we only begin this countdown when the items are in our warehouse, not when they were posted back, so please bear this in mind especially if you’re returning internationally! Please note, if you’ve sent your item back for an exchange, we take approximately 5 working days to process the returns and then your exchanged item will take 2-3 working days to deliver for UK orders or 3-7 working days for international orders. If you require your replacement item within two weeks of you receiving your initial product, we recommend re-ordering and sending your current item back for a refund.

Can I get my refund on a different card?

Unfortunately, we can only ever issue product refunds back to the original method of payment supplied at checkout. If you have lost or cancelled your card, this will not affect your refund as your bank will be able to transfer your payment over to your new account. You can discuss this further with your payment provider.

Have you received my return?

We don’t contact our customers as soon as we have received your return, only when we have processed a refund/exchange so there’s no need to panic if you haven’t heard from us – we’re just working our way through our returns! If you want to see if we have received this in the meantime, we recommend checking your returns tracking number (found on your postal receipt).

I paid with Klarna, how will I get my refund?

If you have paid your Klarna bill, you’ll receive a refund from them once this has been refunded. If your bill hasn’t yet been paid, this will be reduced to £0.00 or just to show your delivery costs (where applicable).

Payments, Gift Cards and Discounts

How does Klarna work?

Need an item this weekend but payday isn’t until next week? Not a problem with Klarna! You can order your items right now, receive the products and pay for your items in the next 30 days with no interest or fees applied. It’s super easy to use and any issues regarding your Klarna payments can be discussed directly with them via their website. Please note, this service is only available to UK residents.

I have been charged incorrectly

Our system can only take the amount that is confirmed by yourself at checkout so please ensure you have checked out in the correct currency. If your invoice/confirmation emails show an alternative amount to the total you confirmed at checkout, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn. Apologies for any alarm caused!

I don't have my gift card code

Oh no, we’re sorry to hear this. Please have the buyer of the gift card contact us at: hello@ohpolly.com with the gift card order number and we can investigate this for you.

Can I return my order if I used a gift card?

Yes, of course! Please return your unworn items within our returns period back to our returns address and your refund will be applied back to your gift card. You can then use the same gift card code to place a new order. If your gift card has expired within this time frame, we’ll credit it with an extra 30 days.

Can you deliver a physical gift card?

As we’re an online retailer, we only currently provide online gift cards sent via email.

How do I use my gift card?

Your gift card will be activated the moment it is purchased so as soon as your gift card email comes through, get ready to shop! To redeem your gift card, instead of entering your payment details in section three at checkout, enter the gift card number in section four instead!

Do you have any discounts?

We regularly run promotions, competitions and discounts through our email subscription and social media pages so make sure to sign up and keep an eye on those platforms! You can sign up to our email subscription on the website.

When will your next sale be?

Need a fit for this weekend but you’re on a budget? We have recently opened an outlet section of our website where items that have been discontinued have been reduced by up to 50%. You can shop our outlet section on our website under the SALE category.

How do I use student discount?

We now offer a huge 15% student discount on our website with Student Beans. Simply register with Student Beans to confirm your student status, log into your Oh Polly account and redeem your discount today! Please note, this discount is currently only available to UK, US and AUS customers.

The price has changed since I ordered.

As an online retailer, our prices can occasionally change due to factors such as stock levels, customer demand and fashion trends. Due to this, we are regrettably unable to amend an item price once the order has been completed.

What payment methods do you accept?

We accept Visa, Maestro, MasterCard, Discover, JCB, Klarna and PayPal as methods of payment.

What is your online security policy?

Our customers online security is extremely important to us and we endeavour to keep our customers safe when shopping on our website. As part of this, we occasionally perform security checks on some orders and if we’re unable to validate your order, we may contact you via email to request more details regarding your payment. Please rest assured, this does not affect your credit rating. In the unlikely event your card has been used fraudulently, we urge you to contact your payment provider immediately and inform us at: hello@ohpolly.com.

How does AfterPay work?

Need an item this weekend but payday isn’t until next week? Not a problem with AfterPay! You can order your items right now, receive the products and pay for your items over 4 instalments due every 2 weeks. It’s super easy to use and any issues regarding your AfterPay payments can be discussed directly with them via their website. Please note, this service is only available to US residents.

Technical Issues

I can't place an order

We’re sorry to hear you’re struggling to place an order with us and we try our best to ensure this is a simple experience for our customers! If you’re experiencing any difficulties placing an order with us, we’d firstly recommend clearing your device history and CACHE and attempting this again. If this issue persists, we’d then suggest using an alternative device and/or payment method. If you receive an error message that states, “gateway rejected: fraud”, this is because our payment providers are declining your payment method. On this occasion, we would recommend checking your billing address is 100% correct or attempting to check out with PayPal instead.

I forgot my password or can't sign in

Not to worry, we can resolve this for you! Please send over an email to: hello@ohpolly.com from the email address your account was created with and we’ll send you a link to reset your password or change this for you ourselves (you can later log into your account and change this again yourself).

How can I change the currency on your website?

We’re a UK fashion brand so our website defaults to GBP prices however, this can easily be changed by clicking the GBP icon in the top right-hand corner of our website. If you’re browsing our app, you can change your currency to Euros or USD by clicking “More” and then “Change Country”. Make sure you do this before entering items into your shopping cart as changing the currency will clear your basket! Please note, changing the currency of our website/app will not affect the sizing. All items are advertised and sold in UK sizes only!

How can I unsubscribe from your emails?

We’re so sad to hear you want to leave the fun! Remember, we send exclusive access to our latest collections and discount codes through this email subscription. If you really want to unsubscribe from our emails you can do so by clicking “unsubscribe” at the bottom of any emails we have sent you.

The app does not work for me

Oh no! We’re sorry to hear this as we want our App to be the most convenient way to shop our newest Oh Polly pieces! Please send over an email to: hello@ohpolly.com with information relating to the difficulties you’re experiencing and we’ll inform our tech team! In the meantime, we’d recommend shopping with us through our website instead.

How do I delete my account with you?

If you wish to deactivate your account with us, you can do so by contacting our customer services at: hello@ohpolly.com. Please send over your account email address and billing address and we can then delete this account and send you a confirmation of this to your email address.