Still waiting on a

Princess Polly

refund?

You’ll generally be eligible for a refund if you meet all of these conditions:

• You initiate your return within 30 days of your order arriving, and send the parcel back within the required timeframe.
• Items are unworn, unwashed, with tags attached.
• Where relevant, hygiene stickers/seals are still attached (especially swimwear and bodysuits).
• Your return matches what you booked (correct items + quantities).

Refunds typically don’t apply for:

• Final sale items
• Hygiene-excluded products like cosmetics, earrings, undergarments, hosiery, hair tools / beauty products
• Items that fail inspection (makeup marks, deodorant/perfume, dirt/scuffs), or sets returned partially / mismatched sizing
• Original shipping fees paid at checkout (generally non-refundable)

1) Start your return in the portal

Use the Princess Polly return portal: Start a return
Choose your return type: refund, exchange, or gift card return.

2) Pick the best return option for you (costs differ)

• Refund (label fee applies)
• Exchange (free)
• Gift card return (free)

3) Pack items properly so they pass inspection

• Keep items unworn/unwashed, tags on
• Keep hygiene stickers intact where required
• Pack to avoid marks/damage in transit

4) Attach the label and send it back (keep tracking)

Attach the pre-paid label (if provided), lodge your return, and keep your tracking receipt. Your return status relies on tracking + warehouse receipt.

5) If something is wrong with your order, contact support first

For missing/incorrect items, contact support before lodging a standard change-of-mind return so it can be handled correctly as an order issue.

Typical end-to-end timing looks like this:

• Return transit (Australia → Princess Polly): 5–10 business days for the parcel to arrive
• Processing once received: refunds and gift cards are typically processed within 1–2 business days
• After refund is issued: refunds usually take 2–5 business days to appear (bank/payment-provider dependent)

Peak periods and public holidays can push timing toward the slower end.

Standard refunds

• Refunded to the original payment method, after the return arrives and is processed.

Instant refund (Australia-only) via Refundid

Princess Polly offers an AU-only instant refund option via Refundid, paid instantly to a nominated bank account (eligibility restrictions apply).

• Instant refunds can be reversed if you don’t lodge the return quickly (Princess Polly notes 7 days).
• Not eligible for exchange orders or gift-card purchases.

Mixed payment (gift card + another method)

• Refund is split back to the gift card first, then the remainder to the other payment method.

BNPL refunds (Afterpay / Klarna / Zip)

• BNPL refunds return to the original provider and may show as instalment adjustments.
• Interest paid is generally not refundable.

Important restriction: refund label fee

Australia refunds (standard + instant) incur a label fee: $6.95 AUD deducted from refunds for the return label (exchanges and gift card returns are free).

Avoid these and refunds are usually straightforward:

• Returning ineligible items (final sale, cosmetics/earrings/underwear etc.)
• Items failing inspection (worn, washed, marked, missing hygiene sticker/seal)
• Missing the 30-day return window (return early — don’t “wait and see”)
• Refundid reversal because you didn’t lodge the parcel in time (treat 7 days like a deadline)

Tips:

• Photograph the item + tags before packing and keep the tracking receipt (inspection + tracking are the main proof points).
• If you used Afterpay/Klarna/Zip, check the BNPL app for the adjustment — don’t rely on your bank feed alone.