CONTACT US

If the parcel has been shipped, follow the steps below. Please note, a redirection may void the delivery estimate. 

- Express (AU): Use the AusPost app to request redirection.

- Same Day Delivery: Provide the updated address below.

- Express (International): Use DHL On Demand (sent via SMS after dispatch).

- Standard (International): Contact the local postal service once the parcel lands in the destination country.

Due to our speedy, same-day dispatch offer, we're unable to make any changes to an order once placed. Once received, customers can initiate a return here. 

Click here to book a return. 

AU: 
- Free exchanges & gift card returns or refunds less $6.95 AUD. 
- Receive a pre-paid return label and instructions once booked. 

NZ: 
- Free gift card returns or refunds less $7.95 AUD. 
- Receive a pre-paid return label and instructions once booked. 

Rest of the world: 
- Receive a full refund or gift card. 
- Receive the return shipping address and instructions once booked.

We offer 3 free exchanges for our Australia based customers. 

Click here to book an exchange for a new size or product. 

These FAQs may also help: 
- What exchange options are available? 
- What is bonus credit?
- Will my exchange be shipped with Express?
- Where has my exchange credit gone?

If the return tracking indicates the parcel has been delivered, and the timeframe for your region has passed, please reach out to our team below. 

AU:
- Returns take 5-10 business days to reach Princess Polly. 
- Once received, we aim to process returns within 1-2 business days. Allow 2-5 business days during holidays and peak sales events.

NZ: 
- Once shipped back to Princess Polly, we aim to process returns within 1-2 business days.

Rest of the world: 
- Once received, we aim to process returns within 1-6 business days.

Click here to book a return, or check out these FAQs: 

- What exchange options are available? 
- My order number cannot be found when booking a return.
- I experienced an issue with my return label. How do I fix this?
- Can I return without an order card?
- Can I include multiple returns in one parcel?

Click here to book a return. 

Our AU & NZ customers will receive a return label at the final stage of the return booking. 

All other customers will receive a shipping address and return instructions once booked. 

These FAQs may also help:
- Can I return without an order card?
- Can I include multiple returns in one parcel?
- How do I ship my return?
- Where can I find my return label?
- What is the return address?

The return label may present an error if the original shipping address cannot be validated.

To fix this, customers can navigate to their return confirmation email and select 'View Return Label'. At the bottom of the page, the address can be updated. 

Check the following:
- Spelling mistakes
- The address isn’t longer than 40 characters
- Enter the Suburb instead of the City, and ensure this matches the Postcode
- Additional details, such as the parcel locker or business name, should be removed from the Street Address and included in the Unit Number section

Order confirmations are sent via email and can be found by searching: Your Order Is Confirmed!

The email may have landed in spam or junk. No luck? Customers can also sign in or create an account here to view their order history, tracking details and more.

We ship orders the same business day if placed before the cut-off time indicated on our Shipping Policy (excluding weekends, public holidays & peak sales events).

Shipping confirmations are sent via email and can be found by searching: Order Shipped! Your New ’Fit Is On The Way!

The email may have landed in spam or junk. No luck? Customers can also sign in or create an account here to view their order history, tracking details and more.

Delivery estimates start once the parcel has been shipped. 

The tracking will indicate the latest possible delivery date and will update within 24 hours.

Allow extra time for regional deliveries, public holidays, and during peak sales periods.

Express (AU)
- Order before 4pm AEST Mon-Fri for estimated next business day delivery to metro areas.

Same Day Delivery
- Order before 7am AEST (Sydney & Melbourne) or 10am AEST (Gold Coast, Brisbane & Sunshine Coast) Mon-Fri for delivery the same evening.

International
- Order before 1pm AEST Mon-Fri for same day dispatch. Head to our Shipping Policy for delivery estimates to your area.

Delivery estimates start once the parcel has been shipped. 

The tracking will indicate the latest possible delivery date and will update within 24 hours. We often see parcels delivered before the tracking estimate.

Our courier partners work hard to deliver on time, but delivery estimates can be impacted due to flight delays, regional deliveries, or extreme weather. If delayed, no action is needed; they’ll be working to resolve it ASAP.

Please get in touch with our team if the parcel hasn’t been delivered after: 
- Express (AU): 5 business days
- Express (International): 8 business days 
- Standard (International): 10 business days

If no one is home, the parcel will be left in a safe location, such as: 
- In the letterbox
- Around the front of the home (behind bins, pot plants, fences, in garden beds and behind air con units)
- In any applicable mail rooms, reception desks and building lobbies
- With a member of the household or building manager

Use the AusPost App to receive a photo of where the parcel was left (AU Express only).

Once marked as Return to Sender, domestic parcels take 10 business days to reach Princess Polly. International parcels may take a little longer to reach us. 

Once received, we’ll automatically reship the parcel where possible or process a refund. Keep an eye out for an email update from us. 

Express orders may be directed to the post office, so be sure to check the tracking for updates within 24 hours.

Small items may be tucked away for safe delivery. Be sure to check the item isn't hidden in any shoe boxes or wrapped in other packaging.

These FAQs may help: 
- How do I receive a birthday reward? 
- How long until I see my points on my Rewards account?
- I’m having trouble accessing my account.

Click here to check out our current promotions!

Discount codes exclude sale items, gift cards, exchanges and charity capsules. 

If the discount is not applying at checkout, please ensure ineligible items don’t make up the cart's total or the minimum spend required for the promotion. No luck? Include a screenshot below so we can investigate further.

Please note, we are unable to apply a discount code to an order once confirmed. 

These FAQs may help: 
- I’m having trouble accessing my account.
- I experienced an issue with my return label. How do I fix this?
- My order number cannot be found when booking a return.
- Why isn't my discount code or gift card working at checkout?

Customers can use the tools available here to find the best fit. 

Please note, specific measurements of each style & size are not available. 

Rest assured, if there’s any trouble finding the perfect fit, we offer a flexible Return Policy. 

We aim to restock our best sellers every 6-8 weeks! 

Be sure to sign up for a restock notification on the products page to be the first to know when it returns, and keep an eye on our Back In Stock page. 

We don't restock sale items, so snap them up before they're gone forever.

Apply for a collaboration with our PR team here!

Be sure to tag us in your next Princess Polly 'fit on socials to be automatically entered into our weekly draw for a $50 gift card and the chance to be featured on our website and socials. 

Check out some of the customers we've featured here!