FREQUENTLY ASKED QUESTIONS

Got a question? We want to help!
Take a look at some common queries & some useful information, including links & Tips.

+ WHERE IS MY ORDER?

Once you have placed an order, you will receive an email confirming the order number, and tracking information with the courier who will be sending this out.

+ Can I return an item for an exchange?

You can return your item for an exchange within 14 days for a replacement item.
You can complete the returns form, selecting the Exchange option on the back of the form.
If the item is out of stock, you will be notified, and a refund will be processed back to your original method of payment.

+ what is the refund process?

Follow the links below for our new process for UK & US Customers:

Returns for UK Customers
Returns for US Customers

If you live in another country, please follow the returns process on your order form. If you have any queries, please follow this link

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.  If this is not present, a written note with all your details will suffice!
We always recommend returning your items via a recorded service as we cannot be held responsible for any items that do not reach us.
We process refunds within 7-10 working days of receiving the items back. Please note, refunds will be processed back to your original method of payment.

+ How can i contact you?

You can contact our Customer Service team, who are more than happy to help.
We are open on the following times (GMT):

Monday – Friday 08:00 – 21:00
Saturday – Sunday 09:00 – 16:00

You can click here to raise a query with our team.
You can also email us at hello@ohpolly.com. We aim to respond to our customers in a timely manner.

+ Can I buy an Oh polly gift card?

We have recently launched our e-gift card – you can adjust the amount you would like on the card. You can also add in a personalised message to have this sent to the person you have in mind. Once you have purchased the gift card, you will receive an email including the 12-digit reference number.
You can buy more than one at once. This will be valid for a duration of 6 months.
You can use it on any of Oh Polly’s items. Click here to get one. Happy Shopping!

+ What size should I order?

On each item, we include a brief description of our product – whether the fit is true to size or if you are between sizes, we advise on certain items to go for the size up. Please be aware we use UK sizing.
Take a look at our sizing guide below:

Sizing Guide

+ When will you be having a sale?

Throughout the year, we run a series of special offers – whether this is a discount code on all our items or if we have a specific sale. If you sign up to our newsletter, we can keep you up-to date with our offers, discounts and special events so you always have the latest information. You can sign up for our newsletter filling the form below, in the footer.

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