Oh Pollyn Shipping Policy

At Oh Pollyn, we’re committed to getting your curated London-designed womenswear—from versatile staples to exclusive occasionwear and latest new arrivals—to you quickly and seamlessly, no matter where you are in the world. This Shipping Policy outlines our order processing timelines, delivery windows, shipping costs, and other key details to keep you informed every step of the way. For questions about shipping, contact our customer service team at [email protected].

1. Order Processing Timeline

Before your order ships, we carefully prepare and inspect each item to ensure it meets our quality standards (consistent with our focus on premium fabrics and impeccable details). Here’s how long processing takes:

  • Standard Processing: Orders are processed within 1–3 business days of being placed. Business days exclude weekends (Saturday and Sunday) and major public holidays (e.g., Christmas, New Year’s Day, Thanksgiving).
  • Order Confirmation: You’ll receive an email confirmation immediately after placing your order, with your order number and item details. A separate shipping confirmation email will be sent once your order has been processed and dispatched from our warehouse.
  • Processing Delays: In rare cases (e.g., high demand for new arrivals, custom order adjustments), processing may take up to 5 business days. We’ll notify you via email if there’s a significant delay, along with an updated shipping estimate.

2. Delivery Timeframes

Once your order ships, delivery times are consistent worldwide, with no distinction between domestic and international destinations. Here’s what to expect:

  • Standard Delivery: All orders are shipped via our trusted global courier partners, with delivery taking 6–12 business days from the date of dispatch. This timeline includes transit time and typical customs clearance (for international orders—see Section 5 for details).
  • Delivery Estimates: Please note that delivery times are estimates, not guarantees. They may be extended due to factors beyond our control, such as:
  • Severe weather conditions (e.g., storms, hurricanes) affecting courier operations.
  • Customs delays in the destination country (common for orders to remote regions or during peak seasons).
  • Peak shipping periods (e.g., Black Friday, Christmas, summer sales) when courier volumes are high.
  • Delay Notifications: If your order is expected to be delayed by more than 3 business days beyond the estimated window, we’ll proactively reach out to you via email with an updated delivery date and tracking information.

3. Shipping Costs & Coverage

Oh Pollyn is proud to offer free global shipping on every order—no minimum purchase required. This includes:

  • All products in our collection (versatile staples, exclusive occasionwear, new arrivals, etc.).
  • Deliveries to every country worldwide, with no hidden fees or surcharges.
  • Standard shipping via our preferred courier partners (e.g., DHL, Royal Mail, UPS—carrier may vary by destination to ensure fastest delivery).
  • No extra costs for multiple items: Even if your order includes multiple pieces, you’ll still enjoy free shipping.

Please note: Shipping costs are non-refundable for returned orders (unless the return is due to our error, such as a defective item or wrong product—see our Refund Policy for details).

4. Order Tracking

We want you to stay informed about your order’s journey. Here’s how to track your shipment:

  • Tracking Information: After your order ships, we’ll send a shipping confirmation email containing a unique tracking number and a direct link to the courier’s tracking page.
  • Accessing Tracking: You can also track your order by:
  • Logging into your Oh Pollyn account and navigating to “Order History”—select your order to view real-time tracking updates.
  • Visiting the courier’s website directly and entering your tracking number (provided in the shipping confirmation email).
  • Tracking Updates: Courier tracking pages are updated regularly (typically 2–3 times per day) to show your package’s location, estimated delivery date, and delivery status (e.g., “In Transit,” “Out for Delivery,” “Delivered”).
  • Lost Tracking: If your tracking number isn’t working or shows no updates for more than 5 business days, contact our customer service team at [email protected] with your order number and tracking number—we’ll investigate and provide an update within 2 business days.

5. Customs & Import Duties

For international orders (deliveries outside the country of our warehouse), please be aware of the following:

  • Customs Fees: Some countries require payment of customs duties, import taxes, or other local fees before releasing your package. These fees are determined by the destination country’s customs authorities and are the sole responsibility of the recipient (Oh Pollyn is not liable for these charges).
  • Fee Estimates: To avoid surprises, we recommend checking with your local customs office before placing your order to estimate potential fees. Customs authorities typically base fees on the order’s total value (in USD, our standard currency) and the type of product.
  • Customs Documentation: We include all necessary documentation (e.g., commercial invoice) with your order to facilitate smooth customs clearance. This documentation lists the product details, order value, and country of origin (consistent with our London-designed, globally shipped model).
  • Refusals Due to Customs Fees: If you refuse to pay customs fees and the package is returned to us, you will be responsible for the return shipping costs (deducted from your refund) and any customs fees we incur. The remaining amount will be refunded to you once we receive and inspect the returned items (per our Refund Policy).

6. Delivery Addresses

To ensure your order arrives on time, please:

  • Provide a complete and accurate shipping address (including street name, house/apartment number, city, postal code, and country) when placing your order.
  • Double-check address details for typos or missing information (e.g., incorrect apartment numbers are a common cause of delivery delays).
  • Use a residential or commercial address where someone is available to receive the package during regular delivery hours (couriers may not leave packages unattended unless authorized by the recipient).
  • Notify us immediately if you need to change your shipping address: We can update the address only if your order has not yet shipped. Contact us at [email protected] with your order number and new address—once shipped, we cannot modify delivery details (you’ll need to coordinate with the courier directly).

7. Undelivered & Lost Orders

If your order is undelivered or lost, here’s how we resolve it:

  • Undelivered Packages: If the courier marks your package as “Undelivered” (e.g., no one was available to receive it, address was incomplete), the courier will typically attempt delivery 2–3 times before returning the package to us. You may also be able to reschedule delivery directly via the courier’s tracking page.
  • Lost Packages: If your package is marked as “Lost” by the courier or hasn’t been delivered within 15 business days of the estimated delivery date, contact our customer service team at [email protected]. We’ll:
  1. File a claim with the courier to investigate the missing package.
  2. Offer you a choice: A full refund (processed within 5–10 business days per our Refund Policy) or a free replacement of your order (if items are in stock).
  • Proof of Delivery: For delivered orders, the courier will provide proof of delivery (e.g., signature, delivery photo) upon request. If you claim your package wasn’t delivered but the courier has proof of delivery, we’ll share this documentation with you to resolve the issue.

8. Shipping Restrictions

While we ship to almost every country worldwide, there are a few exceptions due to legal restrictions or courier limitations:

  • Restricted Countries: We cannot ship to countries under international trade sanctions or where our courier partners do not operate. A full list of restricted countries is available on our website (updated regularly) or by contacting customer service.
  • Restricted Items: Certain items (e.g., accessories with lithium-ion batteries, if applicable to our collection) may be subject to shipping restrictions in some countries. If your order includes a restricted item for your destination, we’ll notify you and offer a refund or alternative product.

9. Changes to This Shipping Policy

Oh Pollyn may update this Shipping Policy periodically to reflect changes in courier partnerships, shipping costs, or legal requirements. When we make changes:

  • We’ll revise the “last updated” date at the top of this page.
  • We’ll post the new policy on our website (www.ohpollyn.com).
  • For significant changes (e.g., adjustments to delivery timeframes or shipping costs), we’ll notify you via email (sent to the address associated with your account) or a prominent notice on our website.

Your continued use of our services after changes take effect constitutes acceptance of the revised Shipping Policy.

10. Contact Us

For questions, concerns, or assistance with shipping (e.g., tracking issues, address changes, lost packages), please contact us at:

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