FAQ & CUSTOMER CARE

  • ORDER ISSUES
    • My item is faulty, what do I do?
      • Oh no! First of all we are SO sorry! Not to worry at all though, just get in touch with us via email and our Customer Service team will be able to help get this sorted for you right away!
    • I’m missing an item from my order
      • Firstly make sure the item isn’t lost amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories and cosmetics are usually wrapped up in bubble wrap or in amongst other items of clothing or shoe boxes within your parcel. If you don’t have any luck here don’t stress girl, just get in touch with our Customer Service team via email.
    • I’ve received the wrong item
      • Our Customer Service team will definitely be able to help get this mix up fixed! Just get in touch with us via email so we can help.
    • I didn’t receive an order or shipping confirmation
      • Make sure you’ve scoped out your junk and spam folders in case the automatic notification has been sent there. You can mark us as SAFE too so that you won’t miss a beat from us in future! Still no luck finding this one? Not to worry, just shoot us an email so we can help!
    • Where do I put my Billing Address?
      • We only need your shipping details to be entered at checkout so the postie knows where to deliver the goods to! If you create an account you have the option to store both your billing and shipping details here, but only enter your shipping address at checkout please!
    • I’ve entered the wrong address!
      • Uh oh! We’ll need to fix this for you right away before your order goes out the door, so please get in touch straight away with your correct shipping address!
    • I’ve ordered the wrong size/colour!
      • Once an order is placed we can't make changes to the items you’ve ordered unfortunately! It’s best if you reach out to us right away so we can look into this further for you.
    • I need to cancel the order I just placed
      • Sometimes we all can get a little click-heavy - we get it! We can do our best to cancel your order but we only have a small window to be able to do so. Get in touch with us ASAP so we can check it out for you!
    • I’m confused by the Total and Grand Total - how much have I been charged?
      • We are an Australian company and always charge the correct amount in Australian Dollars. This will be your Grand Total amount shown on your invoice. For our international babes we will provide you an estimate as to what you will be charged in your local currency, which is your Total.
    • I didn't receive a returns label.
      • If you’re based in Australia then this will be stapled to your returns form. Definitely don’t have a sticky label with an AusPost symbol? Damn, sorry about that - shoot us an email so we can get this to you ASAP!
  • DELIVERY HELP
    • When will my order be shipped?
      • We aim to have all orders shipped the same business day if placed before 4pm AEST. Any orders placed over the weekend or on a public holiday are shipped the following business day. For our international babes, we’ll be getting your orders out the door within 24 hours!
    • I live in Australia … when will I receive my order?
      • As early as NEXT BUSINESS DAY, girl! We use Express Post for all Australian orders which is a next business day delivery service within the express post network (Australian capital cities and major metro areas - Perth CBD only). For any hold ups along the Australia Post network, these parcels can arrive within 1-3 business days and for more regional areas outside the express post network, your order should be arriving within 2-5 business days!
      • Some Gold Coast, Brisbane and Sunshine Coast suburbs are eligible for delivery with Star Track Same Day Courier! YAY! All orders for eligible suburbs that are placed before 10am each business day will be sent with Star Track for delivery between 1-6pm the same day. Orders placed after 10am will be processed with Star Track Courier, and collected the following business day for delivery the following business day.
    • Can my order be sent to a PO Box or Parcel Locker?
      • Yeah it can! If your order has been shipped with Australia Post then most definitely! The super speedy Star Track and DHL Couriers can’t gain access to these delivery locations though, so these orders will need to be addressed to a physical home or work address.
    • How do I track my order?
      • Once despatched you will receive a tracking number via email for your order! You’ll just need to pop this number into the link provided to track the progress of the parcel to you. It can take a few hours, sometimes 24 hours to show any kind of an update which is common for eParcels. Any concerns about your tracking not updating after three business days, just let us know!
    • Will I need to sign for my parcel?
      • Express Post is a no signature required delivery service, so for your convenience, your order will be left in a safe location at the address if no one is home at time of delivery. This is usually directly into your letterbox (you’d be surprised what fits in here!), behind pot plants or over fences - anywhere that is hidden from street view and deemed safe by the driver! If you want to have your parcel signed for upon delivery, you’ll need to include this note in the delivery instructions.
    • Where do you ship to?
      • Alllll over the world baby! The only exceptions are Russia and Mexico. And this is due to the import restrictions into these countries … sorry gals!
    • How long does it take to deliver to ... US/NZ/UK
      • International gals, we’ve got you covered with DHL Express! Delivery to the US is estimated between 2-7 business days, New Zealand between 1-2 business days and UK gals you can have your goodies in around 2-3 business days once shipped! These are DHL Express delivery estimates for major metro/city areas. Delivery may be delayed due to customs clearance, flights delays or delivery outside of metro areas.
    • How much is delivery to…
    • I received an email/text from the courier saying my order was delivered, but i haven’t received it…
      • If no one is home at time of delivery and the driver deems the area safe to leave, the parcel will automatically be left in a safe location at the address. Places to check are in the letterbox, around the front of your home - especially behind bins/pot plants/fences and under doormats! If there is no sign of your parcel please also check in with your body corporate/building management, your housemates and even your neighbours who may have collected this for you for safekeeping. Once you have scoped out all possible delivery locations and still have no luck in finding your parcel, please give us a call or send us an email so we can investigate further with the courier! Please don’t panic, we’ll make sure your goodies are located one way or another!!
    • The tracking doesn’t show any tracking events…
      • Until your parcel has been sorted and scanned into an Australia Post facility there won’t be any tracking events for you to check on. But don’t you worry girl, your tracking ID indicates that your parcel has been despatched from Polly HQ and has started making it’s way to you! You’ll just need to give the tracking some time to update overnight or once it’s scanned as out for delivery!
    • Will I be charged duties and taxes?
      • For parcels heading out of Australia, you may be charged duties and taxes upon entry into your country.
  • RETURNS
    • I live in Australia, how do I make a return?
      • Super easy! Your order will come with a returns form for you to complete and include with your return parcel. Pop this inside with the items you wish to return, address it to us and send it on back! There are multiple returns options here.
      • For our Australian gals, you will also receive a free returns label with your returns form! You just need to stick this label to the front of whatever you’d like to use as your post bag (re-use our bag gals, just turn it inside out and seal it up so nothing can fall out!) take note of the tracking number which is the Article ID below the barcode and pop this straight into a Red Australia Post Box! If you don't have a free returns label then you can make a return booking through our website.
    • I live in New Zealand/USA/Canada, how do I make a return?
      • We’ve got you covered with a local NZ and US Return Address gals! Your order will come with a returns form for you to complete and include with your return parcel. Pop this inside with the items you wish to return, address it to us and send it on back! You’ll need to cover the return postage costs.
    • Have you received my return?
      • We’ll let you know via email once we have processed your return, but if you have taken note of your return parcel’s tracking ID then this will let you know as soon as your parcel has reached us! Express Post within Australia can take 1-3 business days to reach us and Regular Post (including our free returns labels) usually takes between 2-5 business days from metro areas. More regional areas including WA can take closer to 8 business days.
    • How long will it take to process my return?
      • We aim to process all domestic returns within 1-2 business days of them being received. For our International babes we’ll get these processed within 5-7 business days of them reaching your local returns address. We’ll shoot you through an email with all of the deets once processed.
    • When will I receive my exchange order?
      • If you’ve opted for an exchange we’ll let you know your new order deets via email once processed! Your exchange order will be sent back out to you Express free of charge and you can expect delivery as per your normal delivery estimates.
    • How long after I receive an order, can I make a return?
      • As long as your return is lodged or initiated within 30 days of receiving your items we can accept returns back for processing.
    • Do I have to contact you before I make a return?
      • As long as you have completed your returns form and included this in with your return that’s all the info we’ll need from you! Just make sure you take note of your tracking information so you can monitor the parcel’s progress back to us!
    • I’m based in Australia, can I return for a refund?
      • We now provide free returns or refunds!! If you return your items for an exchange or store credit then the use of the returns label included in your parcel is FREE! If you opt for a refund, we'll refund you the value of your returned items, minus a $6 return shipping fee for the use of our free returns label. If you cover the return shipping, then you will receive a full refund back to your original payment method.
    • I forgot to include my Return Form with my return parcel
      • Any returns that are received with no Returns Form will automatically be issued with a web credit. Our Returns Team will only  be able to locate the order details if there is a name included on the return parcel, if there is no reference to who has sent the parcel then you’ll need to get in touch with us ASAP.
    • Returning items when using Afterpay
      • If you're sending items back to us for returns that were purchased using the AfterPay service, you have the option to cancel your payment plan! Your return will still be processed as per normal in that it will be processed when we receive it here at Polly HQ, so you are obligated to make your payments up until we have processed your return for you as AfterPay is a third party company.  When we receive your parcel, we can then cancel the payment plan for your items sent back to us (less $6 if you use our free returns label), and from there, any payments already made towards the items will be refunded by AfterPay themselves. AfterPay Cancellations are applied to the final instalments of the scheduled Payment Plan, you’ll need to log into your AfterPay Account once your return has been processed to check out your new payment schedule!
    • My return has been processed for the incorrect amount
      • All returns are processed for the total amount paid for the items after any discount codes redeemed on the order have been applied. If your return was posted with our Free Returns Label, we'll also deduct $6 from the refund amount. 
    • Do I have to pay return shipping?
      • If you're based in Australia then your order will automatically come with a free returns label that you can use to post your items back to us with! If you opt for a refund, we'll just deduct $6 off your refund amount if you use this. All international customers are required to cover the return shipping.
    • Can I return sale items?
      • Yes of course! There is no difference to our returns policy for the return of sale items.
    • Can I return underwear, earrings or cosmetics?
      • We have a strict hygiene standard and these items won’t be accepted back through returns.
    • When will I get my refund?
      • Depending on your bank’s clearance times will determine when you will see a refund back to your original payment method. This usually takes anywhere from 2-10 working days.
    • Where will you refund my order to?
      • All refunds will be processed back to the original payment method used to place the order. If you have used a combination of web credit and card/PayPal/AfterPay then your web credit will be re-issued and your payment refunded.
  • PAYMENTS
    • Payment options
      • We accept all major credit and debits cards, as well as PayPal. Australian customers also have the option to checkout with Afterpay, a third party company who will set you up with a fortnightly payment plan to pay off your items and receive them straight away!
    • Help with a promo code or gift card code
      • Promo code not applying? Just make sure it’s valid for all items in your order (eg. excludes cosmetics) Gift Voucher codes need to be entered separately - if you’re having any trouble applying either of these just send through a screenshot of the page that displays so we can help!
    • Afterpay is declining my order
      • AfterPay are a separate company to us, so we can't be sure of the exact reason why they are declining your transaction. The most common reasons for this can be because:
        • You have exceeded the $500 limit of currently placed order with AfterPay.
        • You do not have the full amount of funds available on your card at the time of purchase.
        • There may be restrictions in place with your details in the AfterPay system.
      • If you're not quite sure, then we would suggest contacting AfterPay directly on 1300 100 729.
    • My payment won’t process
      • First of all you’ll have to switch devices and try checking out from either Google Chrome or Firefox. Our website has been optimized for the shopping experience from these browsers. If you’re still not having any luck we’ll just get you to send through an email with a screenshot of the error message that displays so we can better assist you!
  • TECHNICAL ISSUES
    • I’m having trouble with the website
      • As long as you’re checking out from Google Chrome or Firefox you shouldn’t experience any technical errors on the website. If after switching devices and using these browsers you’re still having trouble, please email us a screenshot of the page that displays so we can assist you further!
    • I’m having trouble signing into my Princess Polly Account
      • If you can’t log into your account using the details you used to create your account, you may not have been successful creating this originally :( What you can do is try creating an account again to register your details. Still no luck? Just shoot us an email so we can help!
    • I’ve forgotten my password
      • By following the reset my password links you can safely and securely reset your password directly. Just make sure to check your junk/spam folder for the automated notification.
  • PRODUCT & STOCK SUPPORT
    • When will this item be back in stock?
      • Send us an email with the name/image of the style you’re after so we can check for you!
    • How often do you restock items?
      • We’re constantly replenishing our most popular items, as well as adding new arrivals almost every day! If you need an item by a certain date let us know the style name so we can check for you.
    • How do I know what size to choose?
      • We provide an Australian standard size chart as a guide for gals to compare their measurements to and see what size you best fall under. Here you’ll also be able to convert your International sizing to Australian sizes. Each product also includes a detailed description where we include as much info about the garment, as well as any fit/style suggestions that we have for the style.
    • Do you stock this brand?



CONTACT US

Enquiry Form

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FAQs

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Contact Details

Phone: 1300 154 958 (Mon - Fri, 8am - 5pm AEST) 

or text us 0481 071 095

Phone (international): +61 7 5522 0201

Email:  hi@princesspolly.com.au

Stores

We are 100% online and no longer have any physical stores.

Head Office

To contact head office, please call us on 1300 154 958 or via the enquiry form

Mailing Address

Princess Polly Online Pty Ltd
PO BOX 5984, Gold Coast MC, QLD, 9726, Australia

Live Chat

Live Chat will be available between the following hours:

Monday 9am - 10pm
Tuesday 9am - 10pm
Wednesday 9am - 10pm
Thursday 9am - 5pm 
Friday 9am - 5pm 
Saturday 10am - 6pm
Sunday 6pm - 10pm