To track your order, click here. 

Follow the link above to login into your account, locate your order and click “track shipment”. You will receive a shipping confirmation via email (and SMS if you have opted for SMS order notifications) as soon as your order has been picked up by the carrier. 

It can take up to 24-48 hours for carriers to show updates within the tracking. 

Please note our dispatch timeframes:

Orders are dispatched and ready for carrier pickup from our warehouse the same business day when placed before 2pm PT.

Orders placed after 2pm PT, Mon-Fri, will be dispatched and ready for carrier pickup the following business day.

Orders placed on Friday after 2pm PT or on weekends will be dispatched the following business day.

Shipping time frames are based on the date the carrier picks up your order from our warehouse.

• Login to your account here to locate your order and book a return. 
• You can also visit the return portal here to book a return. 

Return Processing Time: 

Instant Returns: Instant refunds and exchanges require credit card capture. 

Instant returns are processed instantly upon return submission. Items must be sent back within 14 days of submission. You will be charged for any items not received or missing after this period.  

Standard Returns: Standard returns and exchanges do not require credit card capture. 

We aim to process refunds, gift cards and exchanges shipped back to our warehouse within 14 days. Refunds times may vary, depending on your bank’s processing times.

Items can be returned within 30 days of delivery for exchange, gift card, or refund. Returns postmarked after this timeframe, or that otherwise do not meet the criteria of our return policy, are not eligible to be returned and will not be accepted. Items marked as final sale are not eligible for return or exchange.

• For hygienic reasons, we do not accept returns for cosmetics, earrings, undergarments, and beauty tools (including hair tools).
• Items must be received in original condition – unworn, unwashed, with the hygienic liner (if applicable), and all vendor tags attached.
• All swimwear returns must have their hygiene seal intact. PRINCESSPOLLYS is not responsible for non-PRINCESSPOLLYS and final sale items mistakenly returned.
• If you have paid original postage to receive your order and a return is made, then this is non-refundable.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot issue a refund. In such instances, we may need to return the items to you at your expense. Rest assured, all returned items undergo thorough inspection.

• Returned items with visible signs of use, including makeup, hair, fibers, dander, dust, dirt, deodorant, or perfume, will not be accepted.
• Returned shoes showing any signs of wear, scuffs, or markings will not be accepted.
• Returned beauty & wellness products with broken seals or signs of use will not be accepted.
• Handbags & Purses showing signs of wear and tear will not be accepted.
• Items sold as sets returned with incorrect sizes will not be accepted.
• Gift cards cannot be returned or refunded.

Policy Enforcement Notice: If we notice concerning patterns in your return behavior, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-PRINCESSPOLLYS items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

Return Options 

Ship it back to us

Easy, sustainable returns available with printerless USPS QR codes or printable return labels.

Return in a PRINCESSPOLLYS store

Select returns are available to submit an in store return online. You can also bring any eligible online return to your local PRINCESSPOLLYS store to return for a refund. 

If you have booked an exchange, return in store is not an available return method. 

If no one is home at the time of delivery, your package will be left in a safe location at your shipping address. Be sure to check around the front of your home, especially behind bins/pot plants/fences and under doormats. We also recommend checking with your building management or neighbors who may have collected it for you.

If you are still unable to locate your package after 5 days, reach out to our Customer Experience team here. Please select “Order Issues – Missing/Stolen Package” from the dropdown.

Please note – Missing package claim refunds are at the discretion of PRINCESSPOLLYS. We suggest filing a claim with the carrier directly. PRINCESSPOLLYS is not responsible for lost, held, or damaged packages sent to freight forwarding services. 

If you placed an order and your shipping address is a forwarding address, you are responsible for contacting your forwarding company to locate your shipment.

You must enter the correct delivery address and delivery instructions at the time of placing your order. If you enter an incorrect address, PRINCESSPOLLYS is not obliged to re-send the order to the correct address at our own expense. Please see below for information on address update requests: 

DHL/USPS

We are unable to action address changes for orders shipped with DHL/USPS. 

OnTrac

If your package is currently in transit, please contact us here with your updated shipping address so we can submit a request in an attempt to intercept and reroute your package for you!

Fedex

If your package is currently in transit, please contact us here with your updated shipping address so we can submit a request in an attempt to intercept and reroute your package for you!

UPS

We are unable to action address changes for orders shipped with UPS.

Jitsu

We are unable to action address changes for orders shipped with Jitsu. 

International customer

We are unable to action international address changes.

No tracking

If your order has not been shipped, please contact us here with your updated shipping address and we will attempt to update it when possible.