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Had an issue with Princess Polly? Get a real response.
How to submit a complaint with Princess Polly
For Princess Polly complaints in Australia, use the official channel that best matches urgency:
- Use the official contact form (best for order issues + written records)
Submit via: Princess Polly contact us - Call, text, or email (best for urgent delivery issues/time-sensitive problems)
Phone: +61 7 5610 2516 (Mon–Fri, 8am–5pm AEST)
Text (AU only): +61 482 093 958
Email: hi@princesspolly.com.au - If it’s returns/refunds, start in the returns portal
Use: Princess Polly returns and refunds
You’ll usually need your order number and shipping postcode to begin. - If you want an instant refund and you’re eligible (AU)
The returns page promotes Refundid's instant refund policy with Princess Polly.
What to include so support can act fast: order number, tracking screenshots, return tracking (if applicable), photos (fault/colour/condition), and one clear request.
Princess Polly’s AU contact page says their team will be in touch within 48 hours.
For returns and refunds, their AU guidance is unusually specific:
- Return transit time: parcels can take 5–10 business days to reach Princess Polly (Australia).
- Processing time: standard refunds or gift cards are processed within 1–2 business days of the parcel arriving.
- Instant options: instant exchanges and instant refunds are processed immediately (when eligible).
- Peak periods: allow 2–5 business days during public holidays and peak sales.
- Refund landing time: after processing, it can take 2–5 business days to show in your original payment method.
- Label deduction: the returns page flags that a fixed amount may be deducted from the refund total when using the return label (amount varies by region/section).
Eligibility reminders that commonly drive complaints:
- You generally have 30 days after the order arrives to initiate and send back a return.
- Final sale items are not eligible for return or exchange under the stated policy.
Common complaints against Princess Polly
Common themes in Australian-facing reviews and discussions include:
- Not as described / photo mismatch (especially colour discrepancies).
- Quality concerns (construction, stitching, wear issues), sometimes paired with dissatisfaction with the remedy offered.
- Return policy friction, including deductions/fees, final sale exclusions, and confusion over refund vs exchange vs gift card.
- Refund timing anxiety, especially when tracking shows delivered but the refund hasn’t landed yet.
- Sizing inconsistency across styles, with people wanting clearer fit guidance.
Princess Polly complaints submitted through Ajust
How other consumers Princess Polly complaints got resolved
A customer said the item colour didn’t match the listing. After sending clear photos and order details, Princess Polly investigated and issued a gift card.
A customer reported their return was delivered but they were past the stated return/refund windows with no updates. Escalating via phone/email using the 48-hour response benchmark and attaching tracking helped move the case forward.
Customers unhappy about return label costs reduced friction by choosing an exchange or gift card option where available.
If your issue isn’t moving:
- Start with a paper trail
Use the contact form or email, include your order number, and attach photos/screenshots (delivery scans, product issue photos, return tracking). - Use Princess Polly’s published timelines to structure follow-ups
If you don’t hear back within 48 hours, reply on the same thread (or resubmit with “Complaint” in the subject) and ask for an ETA and next action. - Returns: escalate once you’ve passed their stated windows
If tracking shows delivered and you’ve exceeded their arrival + processing + payment method windows, cite their published timeframes and ask them to confirm receipt and processing status. - If it becomes a payment dispute
If a refund still isn’t received and your payment provider is involved, you may be able to escalate the finance-side dispute through AFCA after you’ve used the financial firm’s internal dispute process.
For refunds, delivery failures, or “not as described” issues in Australia:
- Start by contacting Princess Polly and clearly stating the outcome you want.
- If you can’t reach a fair resolution, the ACCC points consumers to state/territory consumer protection agencies (Fair Trading / Consumer Affairs) which may help negotiate outcomes.
- For disputes with financial firms (e.g., chargeback handling), AFCA provides a free external dispute resolution pathway.
Helpful official starting points:
Princess Polly Complaints FAQs
You’ve done your part, now it’s time to hold Princess Polly accountable.
Take the final step and submit a complaint that gets seen and responded to.