AU Princess Polly Help Center

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You can follow our Care Guide for all the best tips, or reach out via live chat if you need further assistance.

HOW DO I CARE FOR MY PRINCESS POLLY ITEMS?

PRODUCTS

WHAT RETURN OPTIONS ARE AVAILABLE?

WHAT ITEMS ARE INELIGIBLE FOR RETURN?

HOW LONG DO I HAVE TO RETURN?

WHAT REFUND OPTIONS DO YOU OFFER?

CAN I RECEIVE A REFUND VIA AFTERPAY, KLARNA OR ZIP?

CAN I RETURN OR EXCHANGE PART OF SET?

HOW LONG ARE GIFT CARDS VALID FOR?

IS MY ORDER ELIGIBLE FOR AN INSTANT REFUND?

RETURN POLICY

WHAT EXCHANGE OPTIONS ARE AVAILABLE?

HOW MANY FREE EXCHANGES CAN I RECEIVE?

WILL MY EXCHANGE BE SHIPPED WITH EXPRESS?

WHAT IS A BONUS CREDIT?

CAN I USE A DISCOUNT CODE ON MY EXCHANGE?

WHY DID MY EXCHANGE ITEM GO OUT OF STOCK?

WHY DOES MY EXCHANGE ITEM SHOW ITS OUT OF STOCK BUT ITS AVAILABLE ON THE WEBSITE?

WHERE HAS MY EXCHANGE CREDIT GONE?

WHEN WILL THE $1 HOLD FOR MY INSTANT EXCHANGE BE RELEASED?

WHY WAS I CHARGED FOR MY INSTANT EXCHANGE?

EXCHANGES

CAN I EDIT MY RETURN BOOKING?

MY ORDER NUMBER CANNOT BE FOUND WHEN BOOKING A RETURN.

WHERE CAN I FIND MY RETURN LABEL?

MY RETURN LABEL HAS EXPIRED, WHAT SHOULD I DO?

I EXPERIENCED AN ISSUE WITH MY RETURN LABEL, HOW DO I FIX THIS?

HOW DO I BOOK AN INSTANT REFUND IF I'M UNDER 18 OR DON'T HAVE AN AUSTRALIAN ID?

I RECEIVED AN ITEM AS A GIFT, HOW DO I MAKE A RETURN?

WHERE CAN I FIND MY REFUNDID RETURN LABEL?

RETURN BOOKING

HOW DO I SHIP MY RETURN?

WHAT IS THE RETURN ADDRESS?

CAN I INCLUDE MULTIPLE RETURNS IN ONE PARCEL?

CAN I RETURN WITHOUT MY ORDER CARD?

CAN I RETURN WITHOUT THE ORIGINAL PACKAGING?

RETURN SHIPPING

WHEN WILL MY RETURN BE PROCESSED?

WHERE WILL MY REFUND BE ISSUED?

WHEN WILL I RECEIVE MY INSTANT REFUND?

MY CARD HAS BEEN CANCELLED, WILL I STILL RECEIVE MY REFUND?

WHY WAS I CHARGED FOR MY INSTANT REFUND?

DO I NEED TO PAY OFF MY BUY NOW, PAY LATER PLAN WHEN OPTING FOR AN INSTANT REFUND?

I RETURNED FOR A GIFT CARD, WHY IS MY KLARNA OR AFTERPAY PLAN STILL BEING DEDUCTED?

WHEN WILL MY EXCHANGE BE SHIPPED?

RETURN PROCESSING

RETURNS

I HAVE AN ISSUE WITH MY ORDER, WHAT SHOULD I DO?

CAN I CHANGE THE ADDRESS FOR MY ORDER?

WHERE DO I GET A TAX INVOICE FOR MY ORDER?

WHERE CAN I FIND MY ORDER NUMBER?

WHY I DIDN'T RECEIVE AN ORDER CONFIRMATION?

HOW DO I CONTACT PRINCESS POLLY?

ORDER ASSISTANCE

WHEN WILL MY ORDER ARRIVE?

WHEN WILL MY ORDER BE SHIPPED?

DO I NEED TO SIGN FOR MY PARCEL?

CAN MY ORDER BE SENT TO A PO BOX OR PARCEL LOCKER?

I MISSED MY DELIVERY, WHAT HAPPENS NEXT?

WHY HASN'T MY TRACKING UPDATED?

MY ORDER SAYS IT’S DELIVERED, BUT I CAN’T FIND IT.

MY TRACKING HAS UPDATED TO "DELAYED", WHEN WILL MY PARCEL BE DELIVERED?

WHERE DO YOU SHIP TO?

WHY DIDN'T I RECEIVE TRACKING OR A SHIPPING CONFIRMATION?

WHY IS MY TRACKING SHOWING AN ESTIMATE OUTSIDE OF THE DELIVERY WINDOW?

WILL I BE CHARGED CUSTOMS AT CHECKOUT?

WHY AM I BEING CHARGED GST AT CHECKOUT?

WILL I BE REFUNDED FOR VAT & IMPORT DUTIES IF I RETURN MY ORDER?

I'M SHOPPING FROM NEW ZEALAND, WILL I BE CHARGED DUTIES AND TAXES?

DELIVERY

HOW DO I JOIN PRINCESS POLLY REWARDS?

CAN I TRANSFER MY POINTS BETWEEN THE AU, UK AND US STORES?

CAN I UPDATE THE EMAIL ADDRESS FOR MY REWARDS ACCOUNT?

WHAT ARE THE PRINCESS POLLY REWARD PERKS?

HOW DO I TRACK MY REWARDS HISTORY?

HOW LONG UNTIL I SEE MY POINTS ON MY REWARDS ACCOUNT?

DO MY REWARDS EXPIRE?

CAN I EARN POINTS FOR PURCHASES I MADE BEFORE JOINING THE PROGRAM?

HOW DO I GAIN AND LOSE REWARD POINTS?

CAN I EARN POINTS ON ORDERS PAID WITH A GIFT CARD?

HOW DO I RECEIVE A BIRTHDAY REWARD?

HOW DO I REDEEM MY REWARD POINTS?

REWARDS

HOW OFTEN DO YOU RESTOCK?

CAN I PURCHASE A GIFT CARD?

HOW DO I LEAVE A PRODUCT REVIEW?

ARE YOUR PRODUCTS SUSTAINABLE?

WHAT IS THE DIFFERENCE BETWEEN TALL, PETITE & STANDARD SIZE RANGES?

WHEN WILL THE STYLES SHOWN ON SOCIALS BE AVAILABLE?

DO YOU USE SUSTAINABLE PACKAGING?

HOW DO I FIND MY BEST SIZE?

WHY ISN'T MY DISCOUNT CODE OR GIFT CARD WORKING AT CHECKOUT?

CAN I CHECK OUT WITH MY LOCAL CURRENCY?

CAN I USE MULTIPLE DISCOUNT & GIFT CARD CODES?

CAN I USE MULTIPLE PAYMENT METHODS?

WHAT PAYMENT METHODS ARE ACCEPTED ONLINE?

WHAT IS AFTERPAY?

WHAT IS KLARNA?

WHAT IS ZIP?

HOW DO I REDEEM MY PRINCESS POLLY GIFT CARD?

HOW DO I USE MY CARD NETWORK GIFT CARD?

I'M A NEW SUBSCRIBER, WHERE CAN I FIND MY DISCOUNT CODE?

WHERE CAN I FIND A DISCOUNT CODE?

CAN I UPDATE THE EMAIL ADDRESS ON MY ACCOUNT?

HOW DO I UPDATE MY MARKETING PREFERENCES?

I'M HAVING TROUBLE LOGGING INTO MY ACCOUNT.

HOW DO I ADD AN ITEM TO MY WISHLIST?

WHERE CAN I FIND MY GIFT CARD?

CAN I USE MY GIFT CARD ON THE AU, US OR UK SITE?

CHECKOUT & ACCOUNT

HOW DO I APPLY FOR A COLLAB WITH PRINCESS POLLY?

WHEN WILL THE WINNER BE ANNOUNCED FOR THE LATEST GIVEAWAY?

I RECEIVED AN EMAIL TO COLLAB, HOW CAN I VERIFY THIS IS FROM PRINCESS POLLY?

ONLINE SAFETY UPDATES

IS PRINCESS POLLY HIRING?

COLLABS, CAREERS & GIVEAWAYS

CAN I RETURN MY IN-STORE PURCHASE ONLINE?

CAN I USE MY GIFT CARD IN-STORE?

ARE ALL STYLES AVAILABLE IN-STORE?

WHAT PAYMENT METHODS ARE ACCEPTED IN-STORE?

CAN I RETURN MY ONLINE ORDER IN-STORE?

IN-STORE

WHEN WILL MY REVIEW BE POSTED?

WHY WASN'T MY REVIEW POSTED?

HOW DO I EARN REWARD POINTS FOR MY REVIEW?

HOW DO I UPLOAD A PHOTO OR VIDEO REVIEW?

WHERE WILL MY REVIEW BE POSTED?

HOW DO I GO IN THE DRAW TO WIN THE MONTHLY $150 AUD GIFT CARD?

PRODUCT REVIEWS

WHAT IS PRE-ORDER?

HOW DO I PLACE A PRE-ORDER?

WHEN WILL I BE CHARGED FOR MY PRE-ORDER?

WHAT SHIPPING METHOD IS AVAILABLE FOR PRE-ORDER?

WHEN WILL MY PRE-ORDER BE SHIPPED?

CAN I CANCEL OR MODIFY MY PRE-ORDER?

ARE PROMOTIONAL CODES ELIGIBLE ON PRE-ORDERS?

IS THERE A LIMIT TO THE NUMBER OF ITEMS I CAN PRE-ORDER?

CAN I RETURN MY PRE-ORDER?

PRE-ORDER

HOW DO I CARE FOR MY PRINCESS POLLY ITEMS?Updated 10 days ago