US Princess Polly Help Center

Cut off times for all orders are 11:00am PST, Monday through Friday.&#xA0;If your order is placed after 11am Monday through Friday, it will be ready for carrier pickup the following business day.Orders placed on Friday after 11am PST or on weekends will be ready for carrier pickup the following business day.Please note: Shipping time frames start from the date the carrier picks up your order fro our warehouse. Business days are Monday through Friday, excluding holidays. Saturday and Sunday are not considered business days.If you received a shipping confirmation email, then your order has been dispatched and is currently with the carrier. Carrier delays may occur due to customs, public holidays, limited cargo capacity and increased global package volume.If you placed an order and have not received a shipping confirmation email from us after 24 hours, please reach out to our Customer Experience team<a class="fr-strong" href="http://us.princesspolly.com/pages/contact-us" rel="noopener noreferrer" target="_blank">&#xA0;here</a> and select Shipping - Confirmation Emails from the subject dropdown.

Firstly, please double check the shipping option you selected. Cut off times for all orders are 2:00pm PST, Monday through Friday. If you received a shipping confirmation email, then your order has been dispatched and is currently with the carrier

WHY IS MY ORDER DELAYED?

SHIPPING / TRACKING

TRACKING

HOW DO I TRACK MY ORDER?

WHY CAN'T I TRACK MY PACKAGE?

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

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?

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?

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

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?

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

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 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

WHY IS MY ORDER DELAYED?Updated 11 days ago