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 14-days of receipt for UK orders and within 30 days of receipt for international orders.
How to make a return:
- 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 return address is: Oh Polly, Unit 3, Power Station, Thermal Road, Bromborough, CH62 4YD
How long does a refund take? We aim to process all returns within 7-10 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 7-10 working days later.
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 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 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 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 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.