Oh Pollyn Customer Service Policy

At Oh Pollyn, we believe exceptional customer service is as essential as the premium fabrics and impeccable details in our London-designed womenswear. Whether you’re seeking help with ordering versatile staples, tracking exclusive occasionwear, or resolving questions about returns, our team is dedicated to providing prompt, friendly, and solution-driven support. This policy outlines how we assist you throughout your shopping journey—from pre-purchase inquiries to post-delivery care. For immediate assistance, reach out to us via the channels below.

1. Our Customer Service Commitment

We stand by three core principles to ensure your experience with Oh Pollyn is seamless:

Transparency: We provide clear, accurate information about our products, shipping (including 1–3 day processing and 6–12 day global delivery), refunds (60-day return window, 5–10 day refund processing), and policies.
Responsiveness: We prioritize timely replies to your questions, so you never feel left waiting for updates on your order or concerns.
Empathy: Our team understands that shopping for womenswear—whether for everyday staples or special occasion pieces—requires attention to detail. We listen to your needs and tailor solutions to fit your situation.

2. How to Contact Us

We offer multiple convenient channels to connect with our customer service team, so you can choose what works best for you:

2.1 Primary Contact: Email

Email Address: [email protected]
Purpose: Ideal for all inquiries, including order tracking, return requests, product questions (e.g., fabric details, sizing), shipping issues (e.g., delayed deliveries), and feedback.
Response Time: We aim to reply to all emails within 2–3 business days (excluding weekends and public holidays). For urgent matters (e.g., missing packages, incorrect orders), we prioritize responses to ensure resolution within 24 hours.
Tips for Faster Help: Include your order number (if applicable), full name, and a detailed description of your inquiry (e.g., “Order #12345 – Request to change shipping address” or “Question about size X of the London Midi Dress”).

2.2 Account Messaging (For Account Holders)

Access: Log into your Oh Pollyn account, navigate to “My Account,” and select “Message Us.”
Purpose: Convenient for tracking existing orders, updating account details (e.g., password, shipping preferences), or following up on previous conversations.
Response Time: Same as email—2–3 business days for standard inquiries, 24 hours for urgent requests.
Benefit: Your conversation history is stored in your account, making it easy to reference past interactions (e.g., return authorizations, shipping updates).

3. What We Can Help You With

Our customer service team is trained to assist with every aspect of your Oh Pollyn experience, including:

3.1 Pre-Purchase Inquiries

Product Details: Information about fabric composition, sizing (e.g., “Does the Tailored Blouse run true to size?”), color variations, care instructions, and availability (including new arrivals).
Order Guidance: Help with navigating the website, adding items to your cart, using discount codes (if applicable), and understanding payment options (all transactions in USD).
Shipping Questions: Clarifications on our free global shipping policy, delivery timelines (6–12 business days post-dispatch), and shipping restrictions (if any for your country).

3.2 Order & Shipping Support

Order Confirmation: Assistance if you didn’t receive your order confirmation email (we can resend it to your registered email address).
Shipping Updates: Help tracking your order (using the tracking number from your shipping confirmation email), resolving issues with missing tracking information, or updating your shipping address (only if your order hasn’t shipped yet).
Delivery Issues: Support for undelivered packages, delayed deliveries (beyond the 12-day window), or damaged packages (we’ll guide you through filing a claim with our courier and arranging a refund or replacement).

3.3 Returns & Refunds

Return Eligibility: Confirming if your item (e.g., a final sale occasionwear piece) qualifies for a return under our 60-day policy.
Return Process: Step-by-step guidance on initiating a return, accessing your pre-paid return label (free global return shipping), and tracking your returned package.
Refund Status: Updates on your refund (e.g., why it hasn’t appeared in your account within the 5–10 day window) or resolving issues with rejected refunds (e.g., items returned in non-eligible condition).

3.4 Account & Billing Support

Account Access: Help resetting your password, recovering a forgotten username, or resolving login issues.
Billing Questions: Clarifications on charges (e.g., unexpected fees—note: we never charge hidden fees), duplicate charges, or issues with payment declines.
Account Updates: Assistance updating your personal information (e.g., email address, billing address) or deleting your account (with confirmation of data retention per our Privacy Policy).

3.5 Feedback & Complaints

Feedback: We welcome your thoughts on our products (e.g., “The Knit Sweater’s fabric exceeded my expectations”) or website experience—this helps us improve for future customers.
Complaints: If you’re dissatisfied with your purchase, service, or delivery, we’ll listen to your concerns, apologize for any inconvenience, and work to resolve the issue promptly (e.g., offering a full refund, replacement, or store credit). We aim to resolve all complaints within 5 business days.

4. Service Hours

Our customer service team operates during the following hours (London Time, GMT/BST):

Business Days: Monday to Friday, 9:00 AM – 6:00 PM
Weekends & Holidays: Closed (we’ll respond to inquiries received during this time on the next business day).

Please note: Response times may be slightly longer during peak periods (e.g., Black Friday, Christmas sales, or major new arrival launches) due to higher inquiry volume—but we’ll still prioritize urgent requests (e.g., lost packages) to ensure minimal delays.

5. Escalation Process

If you’re not satisfied with the initial resolution provided by our customer service team, you can escalate your concern to our Customer Service Manager:

Step 1: Reply to your existing email thread with our team, requesting escalation. Include your original order number and a summary of your concern.
Step 2: Our Customer Service Manager will review your case within 1 business day and contact you directly with a revised solution.
Step 3: If needed, we’ll involve our senior leadership team to ensure your issue is resolved to your satisfaction—we’re committed to making things right.

6. Accessibility

Oh Pollyn strives to make our customer service accessible to all users:

Language Support: Our team provides support in English (our primary language). For non-English speakers, we can use translation tools to assist with basic inquiries (please note: complex issues may require English communication for accuracy).
Accessibility Accommodations: If you require additional support (e.g., larger font size in emails, verbal communication via phone—available upon request for urgent matters), please let us know, and we’ll accommodate your needs.

7. Changes to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our service offerings or customer needs. When we make changes, we’ll revise the “last updated” date at the top of this page and post the new policy on our website. We may also notify you of significant changes via email (sent to your registered email address) or a prominent notice on our homepage. Your continued use of our services after changes take effect constitutes acceptance of the revised policy.

8. Final Note

At Oh Pollyn, you’re more than a customer—you’re part of our community of women who value quality, style, and confidence. Our customer service team is here to ensure your journey with us is as enjoyable as wearing our London-designed womenswear. If you have any questions or need help, don’t hesitate to reach out at [email protected]—we’re happy to assist.