US Princess Polly Help Center

Princess Polly Help Center 

HOW DO I TRACK MY ORDER?

WHY CAN'T I TRACK MY PACKAGE?

WHY IS MY ORDER DELAYED?

TRACKING

WHY HAVEN'T I RECEIVED AN ORDER OR SHIPPING CONFIRMATION?

HOW CAN I CHANGE MY SHIPPING ADDRESS?

WHY AM I BEING CHARGED EXTRA FOR SHIPPING WHEN MY ORDER QUALIFIES FOR FREE SHIPPING?

HOW MUCH IS SHIPPING?

WHERE DO YOU SHIP TO?

CAN MY ORDER BE SENT TO A PO BOX OR APO, FPO, DPO BOX?

INTERNATIONAL DUTIES AND TAXES

SHIPPING

HOW LONG DOES IT TAKE TO DELIVER?

MY PACKAGE WAS DELIVERED, BUT I HAVEN’T RECEIVED IT!

DELIVERY

SHIPPING / TRACKING

WHAT IS YOUR RETURN POLICY?

WHAT TO EXPECT FROM UK RETURNS

WHAT TO EXPECT RETURNING FROM ALL OTHER COUNTRIES?

CAN I RETURN FINAL SALE ITEMS?

WHAT ITEMS ARE INELIGIBLE FOR RETURN?

HOW CAN I RETURN MY PACKAGE?

HOW DO I SUBMIT A RETURN?

CAN I CHANGE THE TYPE OF RETURN I REQUESTED?

WHY HAVEN'T I RECEIVED MY RETURN LABEL OR QR CODE?

CAN I COMBINE TWO ORDERS IN ONE RETURN PACKAGE?

HAVE YOU RECEIVED MY RETURN?

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

WHAT IS TRASHIE?

RETURNS

WHEN WILL I RECEIVE MY REFUND?

CAN MY RETURN BE REFUNDED TO MY ORIGINAL PAYMENT METHOD, NOT A GIFT CARD?

MY RETURN HAS BEEN PROCESSED FOR THE INCORRECT AMOUNT

REFUNDS

CAN I RETURN FOR A GIFT CARD IF I'M AN INTERNATIONAL CUSTOMER?

STORE CREDIT / GIFT CARDS

CAN I EXCHANGE MY EXCHANGE ORDER?

WHEN WILL I RECEIVE MY EXCHANGE ORDER?

WHAT IS SHOP NOW?

CAN I USE A DISCOUNT/PROMO CODE WHEN USING SHOP NOW TO EXCHANGE MY RETURN?

HOW DO I PAY THE BALANCE FOR MY EXCHANGE/SHOP NOW?

EXCHANGES

PRICE ADJUSTMENT POLICY

RETURNS / EXCHANGES

WHAT PAYMENT METHODS DO YOU ACCEPT?

WHERE IS MY GIFT CARD OR STORE CREDIT?

HOW CAN I USE MY GIFT CARD OR STORE CREDIT

DO GIFT CARDS COUNT TOWARDS THE FREE SHIPPING THRESHOLD?

CAN I TRANSFER MY AU OR US GIFT CARD TO USE ON THE OTHER SITE?

WHAT IS AFTERPAY?

HOW DOES THE PAYMENT SCHEDULE WORK?

WHERE DOES MY REFUND GO IF I PAID WITH AFTERPAY AND RETURNED FOR  STORE CREDIT?

CAN I RETURN ITEMS THAT WERE PURCHASED WITH AFTERPAY?

WHY IS AFTERPAY DECLINING MY ORDER?

AFTERPAY

WHAT IS KLARNA?

HOW DOES KLARNA WORK?

WHAT HAPPENS IF I DON'T PAY KLARNA?

WHAT HAPPENS IF I MAKE A RETURN?

MY STATEMENT IS INCORRECT, WHAT SHOULD I DO?

I HAVE NOT RECEIVED MY ORDER. WHAT HAPPENS TO MY STATEMENT?

THERE'S SOMETHING WRONG WITH MY ORDER. DO I NEED TO STILL PAY FOR IT?

MY ORDER WAS CANCELLED, WHEN WILL I RECEIVE MY REFUND?

I’M AN INTERNATIONAL CUSTOMER, CAN I SHOP WITH KLARNA?

KLARNA

PAYMENTS / STORE CREDIT

RETAIL STORE INFORMATION

HOW CAN I RETURN MY STORE PURCHASE?

CAN I RETURN MY ONLINE PURCHASE IN STORE?

CAN I USE MY GIFT CARD OR ONLINE STORE CREDIT IN THE RETAIL STORE?

CAN I RETURN OR EXCHANGE MY RETAIL STORE PURCHASE ONLINE?

HOW CAN I PROVIDE FEEDBACK ON MY STORE EXPERIENCE?

WHEN WILL THE NEW ITEMS BE AVAILABLE IN STORE?

DOES THE STORE CARRY CURVE, PETITE AND TALL SIZES?

RETAIL STORE

WHY WAS MY ORDER CANCELLED?

CAN I CANCEL OR CHANGE MY ORDER?

I RECEIVED A DAMAGED PACKAGE!

ORDER ISSUE

WHY CAN'T I FIND A PRODUCT ON THE USA STORE?

I RECEIVED A FAULTY ITEM

I’M MISSING AN ITEM FROM MY ORDER

I ORDERED THE WRONG SIZE/COLOR!

I RECEIVED THE INCORRECT ITEM

PRODUCT ISSUE

PRODUCT / ORDER ISSUES

HOW DO I JOIN PRINCESS POLLY REWARDS?

CAN I TRANSFER MY POINTS BETWEEN THE AU AND USA SITES?

CAN I UPDATE THE EMAIL ADDRESS FOR MY REWARDS ACCOUNT?

WHAT ARE THE PRINCESS POLLY REWARD PERKS?

HOW DO I TRACK MY REWARDS HISTORY?

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

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

DO MY REWARDS EXPIRE?

HOW DO I GAIN AND LOSE REWARD POINTS?

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

HOW DOES THE REFER A FRIEND PROGRAM WORK?

PRINCESS POLLY REWARDS

HOW CAN I FIND MY TIKTOK ORDER NUMBER?

HOW DO I MAKE A TIKTOK SHOP RETURN?

THERE'S AN ISSUE WITH MY TIKTOK SHOP SAMPLE ORDER

CAN I CANCEL OR MODIFY MY TIKTOK SHOP ORDER?

WHAT'S THE STATUS OF MY TIKTOK SHOP SAMPLE REQUEST?

HOW CAN I FIND MY FLIP APP ORDER NUMBER?

HOW DO I MAKE A FLIP APP RETURN?

CAN I CANCEL OR MODIFY MY FLIP APP ORDER?

CAN YOU TELL ME WHEN SOMETHING WILL BE RESTOCKED?

THIRD PARTY PRICE VARIANCES

TIKTOK SHOP & FLIP APP

HOW DO I CHANGE THE CURRENCY?

WHY AREN’T THE ITEMS I ADDED TO MY CART ON THE WEBSITE DISPLAYING IN THE APP?

WHY AREN'T THE ITEMS I ADDED TO MY WISHLIST ON THE WEBSITE DISPLAYING IN THE APP?

IN WHICH COUNTRIES IS THE APP AVAILABLE?

DOES MY WISHLIST SYNC WITH THE MOBILE APP?

MOBILE APP

HELP! I’M HAVING TROUBLE WITH THE WEBSITE

WHY ISN'T MY ACCOUNT LOGIN WORKING?

HOW DO I RESET MY ACCOUNT PASSWORD?

HOW CAN I DELETE MY ACCOUNT?

HELP! I CAN'T SIGN IN TO MY PRINCESS POLLY ACCOUNT

WHY DO I KEEP GETTING LOGGED OUT OF MY ACOUNT?

ACCOUNT ISSUES

MY PROMO CODE / GIFT CARD CODE ISN’T WORKING!

WHY ISN’T MY PAYMENT PROCESSING?

CHECKOUT ISSUES

WILL MY WISHLIST CONTINUE TO SYNC WHEN LOGGED IN/OUT OF MY ACCOUNT?

CAN I RECOVER MY WISHLIST AFTER SELECTING CLEAR ALL?

WISHLIST ISSUES

TECHNICAL ISSUES

HOW DO I KNOW WHAT SIZE TO CHOOSE?

CAN YOU TELL ME WHEN SOMETHING IS BEING RESTOCKED?

WHAT IS LOWER IMPACT?

PRODUCT STOCK / SIZING

HOW DO I COLLABORATE WITH PRINCESS POLLY?

WHEN IS THE WINNER FOR GIVEAWAY/COMPETITIONS ANNOUNCED?

GIVEAWAYS / COLLABS

DO YOU STOCK OR RESTOCK DIFFERENT PRODUCTS ON YOUR UK WEBSITE?

WHAT IS THE DIFFERENCE BETWEEN YOUR UK AND US WEBSITES?

DO I HAVE TO CREATE A NEW ACCOUNT WHEN SHOPPING ON THE UK WEBSITE?

DO YOU SHIP FROM A LOCATION IN THE UK OR EUROPE?

I'M LOCATED IN THE UK, HOW DO I BOOK A RETURN?

UK WEBSITE QUESTIONS

CAN I RETURN MY PACSUN PP PURCHASE TO PRINCESS POLLY?

I HAVE A PRODUCT ISSUE WITH MY PACSUN PP ITEMS.

PACSUN X PP

CAN I RETURN MY NORDSTROM PP PURCHASE TO PRINCESS POLLY?

I HAVE A PRODUCT ISSUE WITH MY NORDSTROM PP ITEMS.

NORDSTROM X PP

CAN I RETURN MY BOATHOUSE PP PURCHASE TO PRINCESS POLLY?

I HAVE A PRODUCT ISSUE WITH MY BOATHOUSE PP ITEMS.

BOATHOUSE x PP

WHOLESALE STOCKISTS

HOW DO I CONTACT SOMEONE AT PRINCESS POLLY?

CAN I SHOP ON BOTH STORES?

CUSTOMER SERVICE

To track your order, click here. Follow the link above to login into your account, locate your order and click "track shipment". You will receive a shipping confirmation via email (and SMS if you have opted for SMS order notifications) as soon as you

To track your order, click <a href="https://us.princesspolly.com/#rivo-orders" rel="noopener noreferrer" target="_blank">here</a>.&#xA0;Follow the link above to login into your account, locate your order and click &quot;track shipment&quot;. You will receive a shipping confirmation via email (and SMS if you have opted for SMS order notifications) as soon as your order has been picked up by the carrier.&#xA0;It can take up to 24-48 hours for carriers to show updates within the tracking.&#xA0; Please note our dispatch timeframes:Orders are dispatched and ready for carrier pickup from our warehouse the same business day when placed before 2pm PT.Orders placed after 2pm PT, Mon-Fri, will be dispatched and ready for carrier pickup the following business day.Orders placed on Friday after 2pm PT or on weekends will be dispatched the following business day.Shipping time frames are based on the date the carrier picks up your order from our warehouse.

If no one is home at the time of delivery, your package will be left in a safe location at your shipping address. Be sure to check around the front of your home, especially behind bins/pot plants/fences and under doormats. We also recommend checking

If no one is home at the time of delivery, your package will be left in a safe location at your shipping address. Be sure to check around the front of your home, especially behind bins/pot plants/fences and under doormats. We also recommend checking with your building management or neighbors who may have collected it for you.If you are still unable to locate your package after 5 days, reach out to our Customer Experience team <a href="https://us.princesspolly.com/pages/contact-us" rel="noopener noreferrer" target="_blank">here</a>. Please select &#x201C;Order Issues - Missing/Stolen Package&#x201D; from the dropdown.<p data-key="328" data-slate-fragment="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" id="isPasted">Please note - Missing package claim refunds are at the discretion of Princess Polly. We suggest filing a claim with the carrier directly. Princess Polly is not responsible for lost, held, or damaged packages sent to freight forwarding services.&#xA0;<p data-key="328" data-slate-fragment="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">If you placed an order and your shipping address is a forwarding address, you are responsible for contacting your forwarding company to locate your shipment.

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