US Princess Polly Help Center

Our mission is to make on-trend fashion that has a lower impact on our environment and is easily accessible. Head to our <a href="https://us.princesspolly.com/collections/lower-impact" rel="noopener noreferrer" target="_blank">Lower Impact Collection</a> to shop our current products and read about our mission <a href="https://us.princesspolly.com/pages/sustainability" rel="noopener noreferrer" target="_blank">here</a>!

Our mission is to make on-trend fashion that has a lower impact on our environment and is easily accessible. Head to our Lower Impact Collection to shop our current products and read about our mission here!

WHAT IS LOWER IMPACT?

PRODUCT STOCK / SIZING

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?

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 (EXCLUDING THE U.S.)

SHIPPING

HOW LONG DOES IT TAKE TO DELIVER?

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

DELIVERY

SHIPPING / TRACKING

HOW DO I MAKE A FLIP APP RETURN?

WHAT IS YOUR RETURN POLICY?

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?

CAN I PURCHASE A GIFT CARD?

CAN I CHOOSE WHEN I SEND AN E-GIFT CARD?

CAN I CHANGE THE MESSAGE ON AN E-GIFT CARD?

STORE CREDIT / GIFT CARDS

HOW MANY FREE EXCHANGES CAN I RECEIVE?

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

WHAT IS RESHOP?

WHO IS ELIGIBLE TO USE RESHOP?

WHEN WILL I GET MY REFUND?

I CAN'T LOCATE MY REFUND.

I MADE MY PURCHASE USING BUY NOW, PAY LATER, CAN I USE RESHOP?

HAVE ANY FURTHER QUESTIONS?

RESHOP

RETURNS / EXCHANGES

WHAT PAYMENT METHODS DO YOU ACCEPT?

WHERE CAN I FIND MY GIFT CARD?

HOW CAN I USE MY GIFT CARD OR STORE CREDIT

DO GIFT CARDS COUNT TOWARDS THE FREE SHIPPING THRESHOLD?

CAN I TRANSFER MY AU, UK, OR US GIFT CARD TO USE ON THE OTHER SITES?

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

WHAT IS A PRE-ORDER?

HOW DO I PLACE A PRE-ORDER?

WHEN WILL MY PRE-ORDER SHIP?

WHEN WILL I BE CHARGED?

CAN I CANCEL OR MODIFY MY PRE-ORDER?

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

CAN I RETURN MY PRE-ORDER?

CAN I CHANGE MY PAYMENT METHOD?

WHAT SHIPPING OPTIONS ARE AVAILABLE FOR PRE-ORDER?

ARE DISCOUNTS APPLICABLE ON PRE-ORDERS?

PRE-ORDER

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

TIKTOK SHOP HOLIDAY RETURN POLICY

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?

CAN YOU TELL ME WHEN SOMETHING WILL BE RESTOCKED?

THIRD PARTY PRICE VARIANCES

TIKTOK SHOP

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 DO I RECEIVE A BIRTHDAY REWARD?

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?

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

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?

HOW DO I COLLABORATE WITH PRINCESS POLLY?

WHEN IS THE WINNER FOR GIVEAWAY/COMPETITIONS ANNOUNCED?

ONLINE SAFETY UPDATES

GIVEAWAYS / COLLABS

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

CAN I SHOP ON ALL THE STORES?

CUSTOMER SERVICE

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 USD GIFT CARD?

PRODUCT REVIEWS

WHAT PROMOTION WILL BE RUNNING FOR BLACK FRIDAY?

ARE BLACK FRIDAY ORDERS ELIGIBLE FOR RETURN?

BLACK FRIDAY & CYBER MONDAY

WHAT IS LOWER IMPACT?Updated 9 months ago