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Return policy

Return timeframe

You’re more than welcome to return your unwanted item(s) back to us, following our terms and conditions below. Please take a look to ensure your return is accepted and processed within our returns policy.

We're pleased to let you know that we have extended our returns policy during the festive period which is effective for orders placed between 23rd November - 15th January. Any orders placed outside of this timeframe will only be eligible to return within our standard returns policy.

Festive returns policy (orders placed between 23rd November - 15th January): 

UK: Customers have 30 days to return their order for a refund or an exchange, extended to 45 days to return for store credit. This is from the date the order was placed.

International: Customers have 45 days to return their order for a refund or an exchange, extended to 60 days to return for store credit. This is from the date the order was placed.

Standard returns policy:

UK: Customers have 21 days to return their order for a refund or an exchange, extended to 30 days to return for store credit. This is from the date the order was placed.

International: Customers have 30 days to return their order for a refund or an exchange, extended to 45 days to return for store credit. This is from the date their order was placed.

Return fees

Please note, return fees are priced per return generated.

If you're a new customer, your first return will be free of charge (excluding self post).

UK customers: £2.99 will be deducted from your refund. If you opt for Exchange or Store Credit then this will be FREE*

*If you're returning part exchange, part refund then your return will only be free if your exchange item(s) value outweighs your refund item(s) value.

Please note, return fees can vary depending on the volume of returns sent back to our warehouse. If we suspect unusual activity from your account we have the right to increase this fee. Please see Unusual Activity for further details.

International customers: Return costs may vary. We offer some subsidised return fees and some self-post, depending on the country you're returning from. Refund and store credit fees will be deducted from your refund at the time it's processed. Exchange fees will be charged when submitting your return. You can view all return fees here

Original condition

Hygiene and customer safety is really important to us, therefore please do your best to try on, handle and repackage items with care. In line with our sustainability strategy, items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to cleaning charges or refusal.

Hygiene stickers must remain intact. Failure to return your item back to us without the hygiene sticker may lead to refusal.

Any embellished items must be returned in the original box they arrived in.

Non-returnable items

Whilst returns are an important part of the retail process, not all items can be returned back to us. Our non-returnable items include face masks, thongs, socks and some lingerie. Swimwear is returnable however we do require the hygiene stickers to remain intact and failure to do this will result in the item being non-returnable.

Return outcomes

Returned items may be eligible for a refund, store credit or exchange*, providing your return is in line with the rest of our policy.

You can also now opt for our Shop Now return method** which allows you to choose from the below options:

In-line exchange: Exchange for the same item in an alternative size or colour at no additional cost. Subject to price amendments.

Exchange for something different: Exchange your unwanted item(s) for anything across our website, excluding pre-order items. Any additional cost will be paid by the customer upon submitting the return. If the item you choose costs less then the you can decide to receive the remaining amount via a refund or store credit, subject to policies.

*Exchanges are dependant on stock availability. Non-returnable items won't be available for return. Items must be returned within the relevant return timeframes and policies specific to store credit, exchange, Shop Now and refunds. All shop now exchanges will be dispatched once you're return has been processed / approved

**Please note, all return totals displayed during Shop Now are in GBP. These totals will be the equivalent in your country's currency whether you upsell or down-sell your return.

Processing time

We aim to process all returns within 10 working days (UK) / 20 working days (International) of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card. Exchanges will be automatically processed as a new order and shipped out to you on standard delivery.

Please note, If you have ordered using a gift card and an additional payment method (e.g. debit card), the funds for the returned item(s) will go back onto the gift card first.

We'll email you once we've received and processed your return.

Unusual Activity

If we suspect unusual returns activity from your account, we have the right to increase your return fee. Unusual activity includes but is not limited to a 75% return rate on 3 or more orders. Our team will be in touch via email should you fall into this category. If you continue to purchase from us, and your return rate decreases, we will revert your return fee to the standard price.

We really value our customers, however one of the ways that we keep prices down is by being fair to all. People with high return rates increase the cost of business, and we can either alter prices collectively for all, or only for those who fit into this category.

Unreasonable Claims / Fair Use Policy

Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, ordering and returning higher than the average return rate (our team have the right to increase the fee it costs to return your items), unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered. 

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company. 

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up securely and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you retain your proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Please return each individual order separately. We are unable to process your return if two or more orders are returned within the same parcel.

OH POLLY RENTAL

For all rental items, see how to return here