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

WHERE IS MY GIFT CARD OR STORE CREDIT?

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?

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?

I'M HAVING TROUBLE SUBMITTING MY 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?

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?

ONLINE SAFETY UPDATES

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 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.

Return Processing Time:. Instant Returns: Instant refunds and exchanges require credit card capture. Instant returns are processed instantly upon return submission. Items must be sent back within 14 days of submission. You will be charged for any ite

<ul><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Login to your account <a href="https://us.princesspolly.com/#rivo-orders" rel="noopener noreferrer" target="_blank">here</a> to locate your order and book a return.&#xA0;</li><li style="font-size: 16px; font-family: Arial,sans-serif; color: rgb(0, 0, 0);">You can also visit the return portal <a href="https://princesspollyus.loopreturns.com/#/" rel="noopener noreferrer" target="_blank">here</a> to book a return.&#xA0;</li></ul><hr>Return Processing Time:&#xA0;Instant Returns: Instant refunds and exchanges require credit card capture.&#xA0;Instant returns are processed instantly upon return submission. Items must be sent back within 14 days of submission. You will be charged for any items not received or missing after this period. &#xA0; Standard Returns: Standard returns and exchanges do not require credit card capture.&#xA0;We aim to process refunds, gift cards and exchanges shipped back to our warehouse within 14 days. Refunds times may vary, depending on your bank&apos;s processing times.&#xA0; Items can be returned within 30 days of delivery for exchange, gift card, or refund. Returns postmarked after this timeframe, or that otherwise do not meet the criteria of our return policy, are not eligible to be returned and will not be accepted. Items marked as final sale are not eligible for return or exchange.<ul><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">For hygienic reasons, we do not accept returns for cosmetics, earrings, undergarments, and beauty tools (including hair tools).</li><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Items must be received in original condition - unworn, unwashed, with the hygienic liner (if applicable), and all vendor tags attached.</li><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">All swimwear returns must have their hygiene seal intact. Princess Polly is not responsible for non-Princess Polly and final sale items mistakenly returned.</li><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">If you have paid original postage to receive your order and a return is made, then this is non-refundable.</li></ul>Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot issue a refund. In such instances, we may need to return the items to you at your expense. Rest assured, all returned items undergo thorough inspection.<ul><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Returned items with visible signs of use, including makeup, hair, fibers, dander, dust, dirt, deodorant, or perfume, will not be accepted.</li><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Returned shoes showing any signs of wear, scuffs, or markings will not be accepted.</li><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Returned beauty &amp; wellness products with broken seals or signs of use will not be accepted.</li><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Handbags &amp; Purses showing signs of wear and tear will not be accepted.</li><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Items sold as sets returned with incorrect sizes will not be accepted.</li><li style="font-family: Arial,sans-serif; font-size: 16px; color: rgb(0, 0, 0);">Gift cards cannot be returned or refunded.</li></ul>Policy Enforcement Notice: If we notice concerning patterns in your return behavior, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance. Return Options&#xA0; Ship it back to usEasy, sustainable returns available with printerless USPS QR codes or printable return labels. Return in a Princess Polly storeSelect returns are available to submit an in store return online. You can also bring any eligible online return to your local Princess Polly store to return for a refund.&#xA0;If you have booked an exchange, return in store is not an available return method.&#xA0;&#xA0;

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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