Delivery Costs / Timescales

Delivery cost will depend on the type of service chosen at checkout.

Delivery Charges

How long does delivery take?

Delivery time will depend on the type of shipping option you choose at checkout.  All times are approximate and cannot be guaranteed apart from UK Next Day delivery.  

A summary of delivery times are listed below:

Where is my order?

If you have ordered within the last 24-48 hours then please be patient.  Your item is in the postal system and is working its way towards you! Unfortunately our delivery times are only estimates and cannot be guaranteed, but we have found them to be accurate in the majority of orders.  If 48 hours have passed and you have not received your order we will be able to track your item and can provide you with a tracking number.  

Special note: If you placed an order and paid for Next Day Delivery (£5.99) at checkout then your item will be delivered before 1pm the following working day.   

Will I be charged customs and import duties?

Depending on the value of your order, your package may or may not be charged customs or import taxes. In our experience, order values of less than £25 are unlikely to inccur any import duties or fees in most developed countries.  

However, if your parcel does incur customs taxes or duty it's entirely up to you (as the receiver) to cover these costs. Unfortunately, as these charges differ from country to country we are unable to directly advise you on what these might be. We recommend contacting your local customs office prior to ordering so you're not surprised by any unexpected delivery charges.

By law, all items must be declared at their full price and we cannot alter the amount to decrease any custom fees.

In the unlikely event that you wish to refuse your delivery, you may still be held responsible for the original customs fees or import duties and the cost of returning the package to Oh Polly.  We regret that we can only refund you the value of your order minus any fees we are charged upon return for your item.  If a delivery is refused by you then unfortunately we cannot be held liable for any loss or damage incurred by your order during transit back to us. 

What time can I expect my delivery?

Our couriers do their best to deliver your parcels to fit around your lifestyle. For single item orders you will generally receive this before 1pm on the expected day of delivery.  For multi-item orders you will generally receive this before 6pm on the expected day of delivery.

Returns & Exchanges

Can I return my item for a refund or exchange?  If for any reason you are not completely delighted with your purchase, we will happily accept a return for an exchange or full item refund.

How long after purchase can I make a return?  Returned items must be received within 30-days of receipt for UK orders and within 40 days of receipt for international orders.

How to make a return:  

1. 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.
2. 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! 
3. 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.

The return address is: Oh Polly, Unit 3, Durley Park Close, North Cheshire Trading Estate, Prenton, Wirral, CH43 3DZ

How long does a refund take?  We aim to process all returns within 7 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 e-mail.  All refunds will be processed through PayPal unless a payment was made via a credit/debit card over the telephone, in which case your refund will be debited back to your card.

Can I get my shipping fees back?  We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part.  In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience.  In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.

I returned an item and it was incorrectly refunded or replaced.  We're really sorry if we've made a mistake with your exchange/refund. Please send us a message or call us on 0151 345 0980 so we can fix this for you right away.

Am I still able to return my item if there is make-up or fake tan around the neckline?  Unfortunately we're only able to accept returns back in the immaculate condition they were received in.

I have received a faulty item.  We are truly sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process and has somehow slipped through the net. Please send us a message or call us up on 0151 345 0980 so we can organise for another one to be sent to you!

I have received an incorrect item in my order. We're really sorry if we've made a mistake with your order. Please send us a message or call us on 0151 345 0980 so we can fix this for you right away.

Do I have to pay for return postage? Unfortunately we're unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.

Have you received my return?

Please allow up to 10 working days for your parcel to be returned to Oh Polly. We will send you a confirmation email once it has arrived. You will receive an additional email once your return has been processed.  If you haven’t heard any communication from us after the 10 working day timescale, please contact our customer care team with your order number and details of the items returned.

If you've returned more than one order in the same parcel, please allow 72 hours for all your returns to be completed.