US Princess Polly Help Center

You can file a one-click claim through the email that Route sends you after you check out, or you can file a claim&#xA0;<a href="https://claims.route.com/">here</a>.&#xA0;

You can file a one-click claim through the email that Route sends you after you check out, or you can file a claim here.

I PURCHASED ROUTE, HOW DO I REPORT AN ORDER ISSUE TO GET A REPLACEMENT OR REFUND?

ROUTE

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

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

STORE CREDIT / GIFT CARDS

WHAT IS YOUR RETURN POLICY?

WHAT TO EXPECT FOR US AND UK RETURNS

WHAT TO EXPECT RETURNING FROM ALL OTHER COUNTRIES?

CAN I RETURN FINAL SALE ITEMS?

WHAT ITEMS ARE INELIGIBLE FOR RETURN?

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

WHAT IS HAPPY RETURNS?

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?

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

RETURNS / EXCHANGES

WHY WAS MY ORDER CANCELLED?

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

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

WHERE IS MY GIFT CARD OR STORE CREDIT?

DO E-GIFT CARDS COUNT TOWARDS THE FREE SHIPPING THRESHOLD?

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

WHEN DOES MY STORE CREDIT / GIFT CARD EXPIRE?

HOW DO I BECOME A REWARDS MEMBER?

WHAT ARE THE BENEFITS OF JOINING?

GETTING STARTED

HOW DOES THE REFER A FRIEND PROGRAM WORK?

REFER A FRIEND

WILL I GET FREE SHIPPING?

IF I RETURN MY ITEMS, DO I LOSE POINTS?

SHIPPING & RETURNS

IF I HAVE MULTIPLE EMAIL ADDRESSES, CAN I COMBINE MY POINTS?

I FORGOT TO LOGIN AT CHECKOUT! CAN MY POINTS BE ADDED TO MY ACCOUNT?

CAN I CHANGE THE EMAIL ADDRESS ASSOCIATED WITH MY REWARDS ACCOUNT?

WHEN DID THE REWARDS PROGRAM LAUNCH?

ACCOUNT & EMAIL

CAN I TRACK MY REWARDS HISTORY IN THE PRINCESS POLLY MOBILE APP?

DO I NEED TO HAVE THE PRINCESS POLLY MOBILE APP TO BE A REWARDS PROGRAM MEMBER?

REWARDS IN MOBILE APP

DO YOU OFFER BIRTHDAY/ANNIVERSARY DISCOUNTS FOR REWARDS MEMBERS?

BIRTHDAY DISCOUNT

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

HOW DO I EARN MORE POINTS TO MOVE UP A TIER?

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

HOW DO I KNOW IF MY POINTS HAVE POSTED TO MY ACCOUNT?

I CAN’T SEE MY LATEST POINTS ON MY ACCOUNT! WHAT DO I DO?

HOW MANY POINTS DO I NEED FOR EACH TIER?

CAN I LOSE MY TIER STATUS?

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

WHY CAN’T I SEE MY POINTS AFTER SUBMITTING A PRODUCT REVIEW?

DO MY REWARDS FOR EARNING POINTS EXPIRE?

WHERE DO I TRACK MY POINTS AND TIER PROGRESS?

POINTS & TIERS

WHERE CAN I ACCESS THE MONTHLY INSTA FEATURE DRAW?

WILL THERE BE 'PERK-ONLY' EVENTS?

WILL THERE BE GIVEAWAYS FOR REWARDS MEMBERS?

WHERE CAN I ACCESS THE MONTHLY $100 GIFT CARD DRAW?

WILL I RECEIVE EARLY ACCESS TO NEW ARRIVALS AND SALES?

PERKS

PRINCESS POLLY REWARDS

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

WHAT IS ROUTE?

WHEN CAN I FILE A CLAIM WITH ROUTE?

WHERE CAN I FIND THE STATUS OF MY ROUTE CLAIM?

WHERE IS MY ROUTE ORDER ID?

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

WHAT IS PRINCESS POLLY RESALE?

HOW DOES PRINCESS POLLY RESALE WORK?

WHY SHOP PRINCESS POLLY RESALE?

I HAVE AN ISSUE WITH MY PRINCESS POLLY RESALE ORDER

RESALE

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?

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

KLARNA

HOW DO I KNOW WHAT SIZE TO CHOOSE?

CAN YOU TELL ME WHEN SOMETHING IS BEING RESTOCKED?

WHAT IS LOWER IMPACT?

PRODUCT STOCK / SIZING

Can I return my PacSun PP purchase to Princess Polly?

I have a product issue with my Pacsun PP items?

Pacsun X PP

WHEN IS THE WINNER FOR GIVEAWAY/COMPETITIONS ANNOUNCED?

HOW DO I SUBMIT A COLLAB REQUEST?

GIVEAWAYS / COLLABS

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 IS DECLINING MY ORDER?

AFTERPAY

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

HOW DO I CONTACT SOMEONE AT PRINCESS POLLY?

CAN I SHOP ON BOTH STORES?

WHAT PAYMENT METHODS DO YOU ACCEPT?

CUSTOMER SERVICE

I PURCHASED ROUTE, HOW DO I REPORT AN ORDER ISSUE TO GET A REPLACEMENT OR REFUND?Updated 2 months ago