Oh Pollyn Refund Policy

At Oh Pollyn, we want you to be completely satisfied with your purchase of our London-designed womenswear—whether it’s versatile staples, exclusive occasionwear, or our latest new arrivals. This Refund Policy outlines the terms and conditions for requesting refunds, including eligibility requirements, processing timelines, and exceptions. By placing an order with us, you agree to comply with the provisions below. For questions about refunds, contact our customer service team anytime at [email protected].

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria:

  • Timeframe: The request must be initiated within 60 days of the delivery date of your order. Returns requested after this period will not be accepted, and no refund will be issued.
  • Product Condition: Items must be in their original, unused, and undamaged state—this includes intact original tags, packaging, and all accompanying accessories (e.g., belts, buttons, dust bags for occasionwear). Items that have been washed, worn, altered, or damaged by the customer are ineligible for a refund.
  • Eligible Products: Most items in our curated womenswear collection are refundable, with the following exceptions:
  • Final Sale Items: Products marked clearly as “Final Sale” on the product page (typically discounted items or limited-edition pieces) are non-refundable, non-exchangeable, and cannot be returned.
  • Custom/Personalized Items: Any product made to your specific requests (e.g., custom sizing, monogrammed details) is non-refundable unless the item is defective or we shipped the wrong product.
  • Defective or Incorrect Items: If you receive a product that is defective, damaged, or not as described (e.g., wrong size, color, or style), you are entitled to a full refund—even if the item was originally marked as non-returnable (see Section 4 for details).

2. How to Request a Refund

Follow these steps to initiate a refund for an eligible order:

Step 1: Start the Return Request

  • Account Holders: Log into your Oh Pollyn account, navigate to “Order History,” select the relevant order, and click “Request Return.” Follow the prompts to specify the items you want to return and the reason for the refund (e.g., “size mismatch,” “changed mind”).
  • Guest Checkout: Use the “Order Lookup” tool on our website (www.ohpollyn.com) by entering your order number and the email address used to place the order. Once your order is located, select “Request Return” to proceed.
  • Confirmation: After submitting your request, you will receive an email confirmation with a unique return authorization number (RA#) and a pre-paid return shipping label (we cover all return shipping costs for eligible refunds, worldwide—no extra fees for you).

Step 2: Prepare and Ship the Return

  • Package the eligible items securely, ensuring they are protected from damage during transit. Include the RA# (printed or written clearly) inside the package or on the shipping label.
  • Attach the pre-paid return label to the outside of the package (remove any old shipping labels to avoid delays).
  • Drop off the package at the designated carrier location (details provided in the return confirmation email). Keep the shipping receipt with the tracking number for your records—this helps track the return and confirm delivery to our warehouse.

3. Refund Processing Timeline

Once we receive and process your returned items, we will issue your refund according to the following timeline:

  • Return Delivery & Inspection: Our warehouse typically receives and inspects returned packages within 3–5 business days of the carrier delivering them. We verify that items meet the eligibility criteria (e.g., unused, tags intact) before approving the refund.
  • Refund Approval Notification: You will receive an email confirming that your refund has been approved once inspection is complete.
  • Refund Disbursement: Approved refunds are credited to your original payment method within 5–10 business days of approval. The exact timing for the refund to appear in your account depends on your payment provider or bank:
  • Credit/debit cards: 3–7 business days (varies by card issuer).
  • PayPal: 1–3 business days.
  • Other digital payment methods: Check with your provider for typical processing times.
  • Currency: All refunds are issued in USD (United States Dollars)—the same currency used for your original purchase. If your payment was made in a different currency, your bank or payment provider will handle the currency conversion at the current exchange rate (Oh Pollyn is not responsible for any fees or rate differences incurred during conversion).

4. Refunds for Defective, Damaged, or Incorrect Items

If you receive a product that is defective (e.g., faulty stitching, torn fabric), damaged during shipping, or not what you ordered (e.g., wrong size, color, or style), we will resolve the issue promptly with a full refund (including any associated costs, with no return shipping required). To request this:

  • Contact our customer service team at [email protected] within 7 days of delivery (include your order number, photos of the item and defect/damage, and a detailed description of the issue).
  • We may ask you to retain the item and packaging for inspection, or we may send a pre-paid label for return (if needed). Once we confirm the issue, we will approve the refund immediately, and it will be processed within the 5–10 business day timeline outlined in Section 3.
  • If you prefer a replacement instead of a refund (and the correct item is in stock), we can arrange for a free replacement to be shipped to you—just let us know in your email.

5. Non-Refundable Items & Exceptions

The following are not eligible for refunds under any circumstances:

  • Items returned after the 60-day window.
  • Used, worn, altered, or damaged items (unless the damage was caused by our error or shipping).
  • Final sale items (marked as “Final Sale” on the product page).
  • Custom or personalized items (unless defective or incorrect).
  • Shipping costs for the original order (though Oh Pollyn offers free global shipping on all orders, so this rarely applies—if you were charged shipping due to a rare error, we will refund that cost too).
  • Return shipping costs for items that do not meet eligibility criteria (e.g., used items)—if we receive an ineligible return, we may ship the item back to you at your expense, or dispose of it (with your consent), and no refund will be issued.

6. Refund Status Inquiries

If you have not received your refund within the expected timeline (10 business days after approval), you can check the status by:

  • Logging into your Oh Pollyn account and viewing the “Order History” section (refund status is updated there).
  • Contacting our customer service team at [email protected] with your order number and RA#—we will trace the refund and provide an update within 2 business days.
  • Checking with your payment provider or bank—sometimes refunds are pending or held temporarily due to their internal processes.

7. Changes to This Refund Policy

Oh Pollyn may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or customer feedback. When we make changes, we will 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 the address associated with your account) or a prominent notice on the website. Your continued use of our services after changes take effect constitutes acceptance of the revised policy.

8. Contact Us

For questions, concerns, or assistance with refunds, please reach out to us at:

We aim to respond to all refund-related inquiries within 2–3 business days and resolve issues to your satisfaction.