Returns & Exchanges
For all other countries please simply use the returns form on the back of your invoice and send it to us at your earliest convenience.
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. For hygiene reasons, some items are non-returnable. If this is applicable it will be stated on the product page.
Returned items must be received within 14-days of receipt 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.
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 unfortunately can't be held responsible for any items that do not reach us.
The UK return address is: Oh Polly, Unit 3, Power Station, Thermal Road, Bromborough, CH62 4YD
The USA return address is: Oh Polly c/o WN Shipping USA 475 Doughty Blvd Inwood, NY 11096
We aim to process all returns within 5-7 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. Please note we do not contact a customer as soon as your item arrives back to us, but only once your refund / exchange has been issued 10-14 working days later. The refund will be processed back to your original method of payment.
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.
We're really sorry if we've made a mistake with your exchange/refund. Please send us a message so we can fix this for you right away.
Unfortunately we're only able to accept returns back in the immaculate condition they were received in.
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 an image so we can look into this & organise for another one to be sent to you!
We're really sorry if we've made a mistake with your order. Please send us a message so we can fix this for you right away.
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.
Please allow up to 14 working days for your parcel to be returned to Oh Polly. We will send you a confirmation email receipt once your return has been refunded. 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.