"},"name":"How to Recover a Shrunken Item"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Applications for a Princess Polly collab can be submitted here. Should any opportunities become available, a member of our PR Team will be in touch directly. 

For a chance to be featured on our website & social channels, tag us in any Princess Polly 'fits on socials and hashtag #princesspolly. 

All tagged Princess Polly 'fits go in the draw to win a gift card every week! 

"},"name":"HOW DO I APPLY FOR A COLLAB WITH PRINCESS POLLY?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Gift cards are valid for 3 years; plenty of time to find something you'll love!

"},"name":"HOW LONG ARE GIFT CARDS VALID FOR?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

INSTANT AND STANDARD EXCHANGES: 

Exchanges are processed based on return tracking events so we recommend sending each order back separately with its respective return label.

INSTANT REFUNDS: 

We recommend sending each instant refund return back separately with its respective return label. This will avoid the refund being reversed if there are no tracking events within 7 days. 

STANDARD REFUND AND GIFT CARDS: 

You’re welcome to include multiple standard refund and gift card returns in one parcel. Be sure to book all items for return here and include a copy of each order number.

"},"name":"CAN I INCLUDE MULTIPLE RETURNS IN ONE PARCEL?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

AU and NZ customers will receive a return label via email once the return booking has been finalised here

All other international customers are required to arrange postage with their local post office.

"},"name":"ARCHIVED - WHERE CAN I FIND MY RETURN LABEL?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

When opting for a product exchange customers are able to shop right away with bonus credit valued at the pre-discounted amount of their original purchase if a promo code was used, plus an additional $5 bonus credit on us!

Bonus credit is non-refundable and must be used in the same product exchange.

For example, a dress valued at $100 with a 25% discount code was purchased for $75. When doing a product exchange, $105 will be available to shop with. This includes the dresses original value of $100, plus an addition $5 on us.

"},"name":"WHAT IS A BONUS CREDIT?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Once processed, customers can expect their refund to be received via their ZipPay account within 2-5 business days.

"},"name":"CAN I RECEIVE A REFUND TO MY ZIPPAY CARD?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

INSTANT REFUNDS WITH REFUNDID (AU ONLY) 


STANDARD REFUNDS 

"},"name":"WHAT REFUND OPTIONS DO YOU OFFER?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

As our AU and US stores operate independently, Rewards members are unable to transfer points between the two stores.

"},"name":"CAN I TRANSFER MY POINTS BETWEEN THE AU AND US STORES?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
EXPRESS NEXT BUSINESS DAY - AUS ONLY
Customers can request a redirection via the AusPost app.  

SAME DAY - QLD, NSW & VIC ONLY
Please contact us here with the order number and correct address for our team to assist.

INTERNATIONAL EXPRESS  
Customers can update their address via DHL On Demand. Once dispatched, a text or email with a link to this service will be received.

INTERNATIONAL STANDARD 
Customers can update their address with the local postal service once the parcel has landed in their country.  

Please note, requesting a redirection may void the delivery estimate.
"},"name":"CAN I CHANGE THE ADDRESS FOR MY ORDER?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Yes! E-Gift Cards can be purchased here and are valid for 3 years.

"},"name":"CAN I PURCHASE A GIFT CARD?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Our team and courier partners are working around the clock this holiday season to ensure orders are received ASAP. 

We will continue to offer same business day dispatch right up until 4pm AEST Tues 24 Dec. 

Our usual dispatch & delivery estimates are not guaranteed between Wed 25 Dec-Wed 1 Jan. Please allow an additional 1-3 business days for dispatch & shipping updates during this time.

"},"name":"WHEN WILL MY ORDER BE DELIVERED DURING THE HOLIDAYS?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

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

To fix this, head to your return confirmation email and select 'View Return Label'. At the bottom of the page, you can edit your address.

Check the following:

"},"name":"I EXPERIENCED AN ISSUE WITH MY RETURN LABEL, HOW DO I FIX THIS?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Please allow an additional business day for dispatch and delivery during peak sales events.

EXPRESS (AUSTRALIA)
Order before 4pm AEST Mon-Fri for estimated next-day delivery to metro areas. In the event of unforeseen delays or for delivery to more regional locations, please allow 1-3 business days.

SAME DAY DELIVERY - (GOLD COAST, BRISBANE, SUNSHINE COAST)
Order before 10am AEST Mon-Fri for estimated delivery between 1pm-7pm the same afternoon.

SAME DAY DELIVERY - (SYDNEY & MELBOURNE)
Order before 7am AEST Mon-Fri for estimated delivery between 6pm-9pm the same evening.

SATURDAY DELIVERY - (BRISBANE)
Order before 4pm AEST Friday for delivery between 1pm-7pm Saturday.

STANDARD - SOUTH EAST ASIA & NEW ZEALAND
Order before 1pm AEST Mon-Fri for estimated delivery between 3-6 business days to metro areas.

In the event of unforeseen delays (flight delays, capacity restrictions, regional delivery, or customs), allow up to 10 business days for delivery.

EXPRESS - ALL OTHER COUNTRIES
Order before 1pm AEST Mon-Fri for same day dispatch.

Delivery estimates below:

In the event of unforeseen delays (flight delays, capacity restrictions, regional delivery, or customs), allow up to 6-8 business days for delivery.

Head to our Shipping Policy for more details.

"},"name":"WHEN WILL MY ORDER ARRIVE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Winners will be contacted directly and announced on our socials within 48 hours of the competition closing.

"},"name":"WHEN WILL THE WINNER BE ANNOUNCED FOR THE LATEST GIVEAWAY?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Please allow an additional business day for dispatch and delivery during peak sales events.

EXPRESS (AUSTRALIA)
Order before 4pm AEST for same business day dispatch.

SAME DAY DELIVERY - (SYDNEY & MELBOURNE)
Order before 7am AEST for same business day delivery to eligible suburbs listed on our Shipping Policy.

SAME DAY DELIVERY - (GOLD COAST, BRISBANE, SUNSHINE COAST)
Order before 10am AEST for same business day delivery to eligible suburbs listed on our Shipping Policy.

SATURDAY DELIVERY - (BRISBANE)
Order before 4pm AEST Friday for Saturday delivery to eligible suburbs listed on our Shipping Policy.

EXPRESS & STANDARD (INTERNATIONAL)
Order before 1pm AEST for same business day dispatch.

Please note, dispatch may take 1-2 business days during peak sale events.

"},"name":"WHEN WILL MY ORDER BE SHIPPED?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

The following items are ineligible for return:

"},"name":"WHAT ITEMS ARE INELIGIBLE FOR RETURN?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Refundid is a third party company offering instant refunds for Australia-based customers.

Refunds are issued to a nominated bank account within 60 seconds of being booked here.

Customers have 7 days to lodge the return at the post office before the refund is reversed by Refundid.

Refundid is not eligible on exchange orders or purchases made using a gift card.

Refundid can be used when the order was originally purchased with a credit card, AfterPay or Klarna. 

More information about how this affects existing payment plans can be found here.

"},"name":"WHAT IS REFUNDID?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Yes! Customers can create a new account with their preferred email here. Once set up, please reach out to our team here so we can transfer all Reward and order history to the new account.

"},"name":"CAN I UPDATE THE EMAIL ADDRESS FOR MY REWARDS ACCOUNT?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

The email may be marked as spam and if so please update Princess Polly as "safe" for next time.

Customers can sign in or create an account here to view their order history, tracking details and more.

Unsubscribing from Princess Polly emails, may cause order related emails to bounce and we recommend updating these preferences here.

"},"name":"WHY DIDN'T I RECEIVE AN ORDER OR SHIPPING CONFIRMATION?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers will receive an email request to review their new styles 21 days after making a purchase.

"},"name":"HOW DO I LEAVE A PRODUCT REVIEW?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Klarna is a buy now, pay later service allowing Australia-based customers to pay for their purchase in 4 instalments; with zero interest!

Find out more and create an account here!

"},"name":"WHAT IS KLARNA?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

We don't offer gift-wrapping services however, all orders are shipped without an invoice and can be gifted directly.

"},"name":"DO YOU GIFT WRAP?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

YouPay gives customers the power to shop online at Princess Polly and have someone else pay for the order. Customers can turn their cart into a secure, shareable payment link without the need to share private information like shipping details, names or payment information with the shopper or payer. Head to our website here for more information!

"},"name":"What is YouPay?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

AU & NZ customers will receive a return label via email once a return is booked here. 

Be sure to check all spam/junk inboxes and search the email subject: Princess Polly Return

No luck? Reach out to our team here for assistance. 

Please note, unsubscribing from Princess Polly emails may cause order updates to bounce and we recommend updating your preferences here. 

"},"name":"WHERE CAN I FIND MY RETURN LABEL?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Gift cards will be sent via email once processed. 

Be sure to check any junk folders just in case it has landed in there and search for the subject: Your Princess Polly AUS gift card is here!

Please note, we don't offer physical gift cards, however, a printable Princess Polly branded e-gift card will be provided.

"},"name":"WHERE CAN I FIND MY GIFT CARD?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

All authentic correspondence will be sent from an email address ending in @princesspolly.com or @princesspolly.com.au.


"},"name":"I RECEIVED AN EMAIL TO COLLAB, HOW CAN I VERIFY THIS IS FROM PRINCESS POLLY?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Our Shipping Policy offers a no signature required service for all shipping methods. This means the parcel will be left safely at the address or with an available receiver.

"},"name":"DO I NEED TO SIGN FOR MY PARCEL?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Exchanges are excluded from all promo codes.

When opting for a product exchange customers can shop right away with bonus credit valued at the pre-discounted amount of their original purchase if a promo code was used, plus an additional $5 bonus credit on us!

Australia-based customers can book a product exchange here.

"},"name":"CAN I USE A DISCOUNT CODE ON MY EXCHANGE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

When opting to receive a gift card, no refund will be issued and any outstanding installments will be in place to pay off the gift card.

"},"name":"I RETURNED FOR A GIFT CARD, WHY IS MY KLARNA / AFTERPAY PLAN STILL BEING DEDUCTED?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Standard refunds are issued to the original payment method used to place the order.

If a gift card was used, the funds will be reissued to the original gift card.

Instant refunds with Refundid will be issued to the bank account nominated at the time of booking the return.

"},"name":"WHERE WILL MY REFUND BE ISSUED?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"


Check out the full list of perks below!


Quick links:

"},"name":"WHAT ARE THE PRINCESS POLLY REWARD PERKS?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

To ensure we're able to provide our speedy, same-day dispatch offer, we're unable to make any changes to an order once confirmed.

Customers can initiate a return upon the arrival of their order in line with our flexible Return Policy.

We offer refunds, gift cards and free instant exchanges*.
*(AU Only)

"},"name":"CAN I EDIT OR CANCEL MY ORDER?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Need help finding the perfect size? We recommend using the following resources to find the best fit! 

True Fit Tool: 
Select the 'T' symbol on any product page. This will provide a size recommendation based on the personal details provided.

Description and Size & Fit Dropdown: 
The Description and Size & Fit drop-down across all product pages provides helpful information including the intended fit, model details, material make-up and in some cases the length of an AU8. As a general rule of thumb, the length will adjust 1cm-3cm between sizes.  

Product Reviews: 
Scrolling to the bottom of any product page, you'll find reviews from customers. Details including photos, the size purchased and their measurements are often provided.

Size Guide:
Our Size Guide is based on body measurements. We recommend using this as a general reference as styles may differ due to the intended design, fit and material. 

"},"name":"HOW DO I FIND MY BEST SIZE & FIT?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

All discount codes exclude sale items, charity capsules, gift card purchases and exchanges.

Gift card codes are made up of a combination of 16 letters and numbers.

Be sure to copy and paste the code at checkout so all numbers and letters are captured correctly.

No luck? Please email us at hi@princesspolly.com.au with a screenshot of the code and error so we can assist!

"},"name":"MY GIFT CARD OR DISCOUNT CODE ISN'T WORKING, WHAT SHOULD I DO?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Gift givers can create a gift receipt here and once created the receiver will be provided with a link via email to book an exchange* or gift card. 

*AU based customers only.

"},"name":"I RECEIVED AN ITEM AS A GIFT, HOW DO I MAKE A RETURN?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers are prompted to sign in to their Princess Polly account which pre-fills the order details required for the return. If the order cannot be located in the account, a different email may have been used at checkout. 

Alternatively, a return can be booked here by entering the order number starting with #AU and the postcode entered at checkout.

If the order number starts with #US, a return can be booked on our US website here.

Still no luck? Clear the cache and history or reach out to our team here with a screenshot of the error message.

"},"name":"MY ORDER NUMBER CANNOT BE FOUND WHEN BOOKING A RETURN."},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Australia based customers checking out with Express Delivery can opt to have their parcel shipped to a PO Box or Parcel Locker.

International, Same Day and Saturday deliveries must be shipped to a physical home address.

"},"name":"CAN MY ORDER BE SENT TO A PO BOX OR PARCEL LOCKER?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

All customers must book their return here prior to shipping the parcel back to us.

Be sure to include a copy of the order number in the parcel and hold onto the tracking number until the return is processed.

Australia & New Zealand
Customers are issued a pre-addressed return label once their return has been booked. The parcel can be dropped into a post box or lodged at the local post office.

USA & Canadia
Customers can return to our local US return address:
Princess Polly Returns 5026 Chino Hills Pkwy, Chino Hills, CA 91710

Rest of the world
Customers can return to our Australian return address:
Princess Polly Returns PO Box 5984 Gold Coast MC, QLD, 9726, Australia

"},"name":"WHAT IS THE RETURN ADDRESS?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Due to the popularity of our range, exchange requests are not confirmed until the return is processed. If an item is out of stock at the time of processing, a full refund will be issued.

Customers can opt for an instant exchange to avoid missing out! 

You can find more info about instant exchanges here.

"},"name":"WHY DID MY EXCHANGE ITEM GO OUT OF STOCK?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Instant refunds are received to the nominated bank account within 60 seconds of the return being booked. Customers can book an instant refund via the Refundid Booking Portal.

"},"name":"WHEN WILL I RECEIVE MY INSTANT REFUND FROM REFUNDID?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Log in here to access the Rewards dashboard and then click on REWARDS HISTORY to view loyalty actions.

"},"name":"HOW DO I TRACK MY REWARDS HISTORY?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Our mission is to make on-trend fashion that has a lower impact on our environment and is easily accessible. Head to our Lower Impact Collection to shop our current products and read about our mission here!

"},"name":"ARE YOUR PRODUCTS SUSTAINABLE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Discount codes cannot be used in conjunction with other offers, including sale items. 

Customers can use multiple gift cards in a single order, in addition to redeeming a discount code. To do so, enter each code separately at checkout.

"},"name":"CAN I USE MULTIPLE DISCOUNT & GIFT CARD CODES?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Our courier partners have extended their delivery hours to ensure parcels are received as quickly as possible this holiday season however, delivery services will not be operating on the public holidays.

"},"name":"WILL MY ORDER BE DELIVERED ON A PUBLIC HOLIDAY?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Orders placed with YouPay are eligible for gift card or exchange returns only. Head to our Return Policy for more information and to book a return.  

"},"name":"CAN I RECEIVE A REFUND FOR A PURCHASE MADE WITH YOUPAY?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers can create a tax invoice here.

"},"name":"WHERE DO I GET A TAX INVOICE FOR MY ORDER?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

If the parcel has been shipped, rest assured the return will be processed as normal as long all items are unwashed, unworn and in original condition.

If the parcel has yet to be shipped, customers can contact us here to receive a new return label.

"},"name":"MY RETURN LABEL HAS EXPIRED, WHAT SHOULD I DO?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

If you experience an issue with delivery, reach out to us here and we’ll be happy to help.

"},"name":"I MISSED MY DELIVERY, WHAT HAPPENS NEXT?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Give $15, get $15!

Customers can invite their besties to take $15 off their first purchase with us and will receive $15 off in return.

Some things to note:

Start referring here.

"},"name":"HOW DOES THE REFER A FRIEND PROGRAM WORK?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

We only accept one payment method at check out in addition to any applicable gift cards. Customers can purchase a Princess Polly gift card with one payment method and apply this gift card at check out with their alternative payment method to place their order.

"},"name":"CAN I USE MULTIPLE PAYMENT METHODS?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Our team is working around the clock to ensure orders are received ASAP. 

Customers may receive their tracking details outside of hours as we prepare parcels for courier collection. 

Please allow up 1-2 business days for tracking updates during the holiday period.

"},"name":"WHY HASN’T MY TRACKING UPDATED?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

AU based customers can book up to 3 exchanges per order. 

Head to our Return Policy for to book your return! 

"},"name":"HOW MANY FREE EXCHANGES CAN I RECEIVE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Refunds are directed to the bank account rather than the card connected to it. As long as the account linked to the cancelled card is still active, the funds will be received as normal. 

If the account linked to the card has been cancelled, the bank will direct the refund to another account, however, this may take up to 10 business days.

"},"name":"MY CARD HAS BEEN CANCELLED, WILL I STILL RECEIVE MY REFUND?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers can sign in or create an account here to view their order history, tracking details and more.

An order and shipping confirmation email should have also been received, which includes the order number starting with #AU. The email may be marked as spam and if so please update Princess Polly as "safe" for next time.

"},"name":"WHERE CAN I FIND MY ORDER NUMBER?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

The fit of our Tall & Petite styles will replicate our standard size range but is focused on adjusting the length. 

The recommended height for each range can be found below: 

Need help finding the best size? Try the True Fit tool found on any product page which will provide a size suggestion based on the details entered and check out the Description dropdown for more helpful info. 

"},"name":"WHAT IS THE DIFFERENCE BETWEEN TALL, PETITE & STANDARD SIZE RANGES?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

The tracking will update once the parcel has passed through a major sorting facility, this typically occurs with 24 hours of the parcel being shipped.

"},"name":"WHY HASN'T MY TRACKING UPDATED?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Once the order has arrived, customers have 30 days to initiate their return here and ship the parcel back to us.

"},"name":"HOW LONG DO I HAVE TO RETURN?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

POINTS FROM PURCHASE
The points will automatically adjust within minutes of placing an order.

POINTS FROM PRODUCT REVIEWS
Once the product review has been submitted, the points will be updated within 2 weeks.
10 points are earned per photo review, which are eligible every 10 days and only via the automatic review request email.
Feel free to complete more than one photo review at a time, but please note you can only earn 10 points once every 10 days.

"},"name":"HOW LONG UNTIL I SEE MY POINTS ON MY REWARDS ACCOUNT?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":""},"name":"WHAT PAYMENT METHODS DO YOU OFFER?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

If there is limited stock, a size exchange within the return booking won't be available. Customers can select 'exchange for something new' to be directed to our website to secure one of the last sizes with their return credit.

At the final stage of the booking, we recommend opting for an instant exchange to avoid the style selling out and to have this shipped right away.

More information about our exchange options can be found here.

"},"name":"WHY DOES MY EXCHANGE ITEM SHOW ITS OUT OF STOCK BUT ITS AVAILABLE ON THE WEBSITE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

All new arrivals featured on our socials are live within the week. 

Be sure to keep an eye out 
here for updates!


"},"name":"WHEN WILL THE STYLES SHOWN ON SOCIALS BE AVAILABLE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Refundid requires valid Australian identification to set up an account and all users must be over the age of 18 years old.

Rest assured, alternative return options including a standard refund, gift card or exchange can be booked here instead.

"},"name":"HOW DO I BOOK AN INSTANT REFUND IF I'M UNDER 18 OR DON'T HAVE AN AUSTRALIAN ID?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers can contact us via email, text, phone or chat. Our business hours and contact details can be found here.

"},"name":"HOW DO I CONTACT PRINCESS POLLY?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Our couriers offer a no signature delivery service. If no one is home at the time of delivery, the driver will leave the parcel in a safe location.

We recommend checking the following delivery locations:

We also suggest checking with all members of the household, building managers and neighbours in case they have the parcel for safekeeping.

If there is still no sign of the parcel, please contact us here so we can investigate further with the courier.

"},"name":"MY TRACKING HAS UPDATED TO \"DELIVERED\" BUT I CAN'T LOCATE MY PARCEL, WHAT SHOULD I DO?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

If the parcel hasn't been shipped, customers can include a written copy of the order number in the parcel instead.

If the parcel has been shipped, not to worry, the return label provided to AU & NZ based customers is linked to the order so we'll know who the return belongs to. 

If you didn't use our return label, please reach out to our team here with the order number, what the parcel looks like and the tracking number. 

"},"name":"CAN I RETURN WITHOUT MY ORDER CARD?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

All discount rewards exclude sale item & gift card purchases.

"},"name":"DO MY REWARDS EXPIRE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

AfterPay is a buy now, pay later service allowing Australia & NZ based customers to pay for their purchase in fortnightly or monthly instalments.

Find out more and create an account here!

*Monthly instalments available on purchases $400 AUD and over.

"},"name":"WHAT IS AFTERPAY?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

The credit shown when booking a product exchange must be used right away. 

If the exchange has not been booked and confirmed, the credit will disappear and can be reinstated by starting a new exchange booking here. 

Customers wishing to keep their credit for a future purchase can opt for a gift card return instead which will be issued as a code to use for up to 3 years. 

"},"name":"WHERE HAS MY EXCHANGE CREDIT GONE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Once an instant refund is booked, customers have 7 days to ship the return parcel with the provided return label before the refund is reversed by Refundid. 

If the return parcel has been dropped into a post box but hasn't received a tracking scan, our team will issue a refund upon arrival.

If the return parcel has yet to be shipped, this can be posted within 30 days and a refund will be issued upon arrival. 

Please note, a refund will only be issued if all items meet our return criteria. 

"},"name":"WHY WAS I CHARGED FOR MY INSTANT REFUND?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

All orders are shipped in 100% recycled content plastic packaging. Our custom garment and shipping bags generate 74% less emissions than virgin plastic! 

To learn more about our packaging and waste plans, check out our Australian Packaging Covenant Organisation Report and Action Plan. 

"},"name":"DO YOU USE SUSTAINABLE PACKAGING?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Due to the impacts of Tropical Cyclone Alfred, usual courier delivery estimates and return processing timeframes may be impacted.

Dispatch & Delivery: 

Returns: 

"},"name":"IS PRINCESS POLLY STILL OPERATING DURING THE TROPICAL CYCLONE ALFRED?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Rest assured, the parcel is still safely in transit and the courier will do all they can to have the parcel delivered on time. 

External factors such as, flight delays, parcels travelling regionally or unforeseen weather events may affect delivery estimates.

If there are no tracking updates after: 

Please reach out to us here so we can investigate further with the courier.

"},"name":"MY TRACKING HAS UPDATED TO \"DELAYED\", WHEN WILL MY PARCEL BE DELIVERED?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

We will accept items for return without the product bag, however, all tags must remain attached and all shoes must be returned in the original box and packaging.

Customers can reuse their Princess Polly satchel to return their items. Be sure to cover the original shipping label with the return label.

"},"name":"CAN I RETURN WITHOUT THE ORIGINAL PACKAGING?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Rewards members are unable to earn points on purchases made prior to joining the Rewards program.

"},"name":"CAN I EARN POINTS FOR PURCHASES I MADE BEFORE JOINING THE PROGRAM?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers must convert their HER gift card to Princess Polly here.

Once converted, an email with a Princess Polly gift card code will be received which can be redeemed at checkout.

"},"name":"HOW DO I USE MY HER GIFT CARD?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

A $1 pre-authorisation is held on your nominated debit/credit card when booking an instant exchange. The $1 hold will be released within 7 business days. 

Rest assured, a charge will only apply if the instant exchange is not shipped back to Princess Polly within 14 days.

"},"name":"WHEN WILL THE $1 HOLD FOR MY INSTANT EXCHANGE BE RELEASED?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

AUSTRALIA RETURNS 

Customers who have opted for a standard refund or gift card can expect their return to be processed within 1-2 business days of the parcel's arrival. Standard exchanges are processed once the tracking indicates the parcel is in transit to Princess Polly. Instant exchanges and instant refunds with Refundid are processed immediately. 

NZ RETURNS 

Returns shipped to our NZ returns address will be processed within 1-2 business days of lodgement with the local post office. 

US & CANADA RETURNS 

Returns shipped to our US return address will be processed within 6-10 business days of arrival. 

ALL OTHER INTERNATIONAL RETURNS 

All other returns will be processed within 1-2 business days of arrival. 

Please allow 2-5 business days for return processing during peak sales periods.

"},"name":"WHEN WILL MY RETURN BE PROCESSED?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers earn 1 point per $1 spent, but you can earn extra points by ticking off your Reward Point to-do list!

Some things to note:

For example:

1/1/2023: Jane is in Front Row and has 300 points. Jane will stay in Front Row until 1/1/2024.

During these 12 months, if Jane earns a minimum of 300 points she will remain in Front Row.

If Jane earns 300 or less points, she will move back to General Admission on 2/1/2024.

If however Jane earns 400+ points before the 1/1/2024, she will move up into VIP and her 12 months will reset on this new date.

The best way to look at it is your points can expire after 12 months, however once you reach a new tier you are guaranteed to remain in this tier for 1 year (unless you level up).

*New points are not issued when your gift card or exchange is issued/redeemed.

"},"name":"HOW DO I GAIN AND LOSE REWARD POINTS?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Once subscribed, a discount code will be sent to the email or phone number provided. 

The email may be marked as spam and if so be sure to update Princess Polly as "safe" for next time. 

No luck? Reach out to our team here for assistance. 

"},"name":"I'M A NEW SUBSCRIBER, WHERE CAN I FIND MY DISCOUNT CODE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

The delivery estimate on the tracking will indicate the latest possible delivery date, however, this estimate will update as the parcel travels through local sorting facilities. 

Rest assured, the parcel shouldn't arrive outside of the delivery time frame provided on our Shipping Policy unless it's travelling to a regional location or has experienced an unforeseen delay. 

If there are no tracking updates after: 

Please reach out to us here so we can investigate further with the courier.

"},"name":"WHY IS MY TRACKING SHOWING AN ESTIMATE OUTSIDE OF THE DELIVERY WINDOW?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Once an instant exchange is booked, customers have 14 days to ship the return parcel with the provided return label before a charge is applied. 

If the return parcel has been dropped into a post box but hasn't received a tracking scan, our team will issue a refund upon arrival.

If the return parcel has yet to be shipped, this can be posted within 30 days and a refund will be issued upon arrival. 

Please note, a refund will only be issued if all items meet our return criteria. 

"},"name":"WHY WAS I CHARGED FOR MY INSTANT EXCHANGE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

You can only earn points on purchases made with a debit card or credit card. Purchases made with a gift card will not earn points toward your account. If you use both a gift card and a debit/credit card on an order you will only earn points on the amount paid by the debit/credit card.

"},"name":"CAN I EARN POINTS ON ORDERS PAID WITH A GIFT CARD?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers can check out all of our current promotions here!

"},"name":"WHERE CAN I FIND A DISCOUNT CODE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Styles purchased as a set must be returned or exchanged in full with the same corresponding sizes.  

Australian based customers can take advantage of our free instant exchanges to try an alternative size and return the full set of their preference.

Head to our Return Policy for more details and international return options. 

"},"name":"CAN I RETURN OR EXCHANGE PART OF SET?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

All exchange orders are dispatched with complimentary Express shipping. All shipping information can be found here.

Please note, dispatch and delivery estimates will begin once the exchange is processed.  

"},"name":"WILL MY EXCHANGE BE SHIPPED WITH EXPRESS?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

To receive a birthday treat, customers must add their date of birth to their Princess Polly account here.

A gift will be sent via email on the date provided. Be sure to check any spam/junk inboxes in case it lands there by mistake. 

"},"name":"I HAVEN'T RECEIVED MY BIRTHDAY REWARD, WHERE CAN I LOCATE THIS?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Yes! Customers can create a new account with their preferred email here. Once set up, please reach out to our team here so we can transfer all order history to the new account.

"},"name":"CAN I UPDATE THE EMAIL ADDRESS ON MY ACCOUNT?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

All orders placed through the AU site must be shipped to our returns facility. AU orders are not eligible for return in store in the US. 

All customers must book their return here prior to shipping the parcel back to us. 

Customers can return to our local US return address: 
Princess Polly Returns 5026 Chino Hills Pkwy, Chino Hills, CA 91710 

Be sure to include a copy of the order number in the parcel and hold onto the tracking number until the return is processed.

"},"name":"I PLACED AN ORDER TO THE UNITED STATES, CAN I RETURN IN STORE?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers can update their subscription preferences or unsubscribe to email marketing here. To unsubscribe from SMS notifications, follow the link included in the last SMS received from us.

Once marketing preferences have been updated, please allow 24-48 hours for them to take effect as some promotional updates may already be scheduled.

"},"name":"HOW DO I UPDATE MY MARKETING PREFERENCES?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Customers can enter their gift card code into the 'Discount code or gift card' box at checkout. 

The gift card code is 16 digits long, containing a mixture of numbers and letters. This is different to the order number starting with #AU.

We recommend copying & pasting the code to ensure there are no spaces or incorrect characters. 

"},"name":"HOW DO I REDEEM MY PRINCESS POLLY GIFT CARD?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"

Login via browser:
A unique code will be sent directly to the email address entered. 
No luck receiving the code? Be sure to check any spam or junk folders and ensure the email address entered is correct.
For further account assistance please contact us here or click here to book a return without signing in. 

Login via the Princess Polly app:
Ensure the latest version is in use by uninstalling and reinstalling the app. 
If a password hasn't been set up previously, select 'Create Account' and follow the prompts. 
Alternatively, select 'Forgot Password' if an account has been used in the past.

No luck? For further account assistance please contact us here.


"},"name":"I'M HAVING TROUBLE LOGGING INTO MY ACCOUNT."}]}

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