FESTIVE RETURNS TIMEFRAME

You’re more than welcome to return your unwanted item(s) back to us, following our terms & conditions below. Please take a look to ensure your return is accepted and processed within our returns policy

To make gifting easier over the festive period, we've extended our returns policy. This is applicable to orders placed between 20th November - 26th December 2025. Please see the extended returns timeframes below:

UK Customers: Orders must be returned for a refund or exchange until 15th January and for store credit until 31st January 2026.

International Customers: Orders must be returned for a refund or exchange until 21st January and for store credit until 31st January 2026.

From 27th December, our standard returns policy applies.

These timeframes are from the date your order is placed. We don’t accept returns for unwanted items after our relevant returns period. 

Please note, store credit expires after 5 years.

STANDARD RETURNS TIMEFRAME

UK Customers: Orders must be returned back to us within 21 days for a refund or exchange, extended to 30 days for store credit.

International Customers: Orders must be returned back to us within 30 days for a refund or exchange, extended to 45 days for store credit.

Return fees

Please note, return fees are priced per return generated.

If you're a new customer, your first return will be free of charge (excluding self post).

UK:

Returning for Store Credit and Exchanges is free within the UK*.

If you are returning for a refund, you will be charged £2.99 which will be deducted from your refund at the time we process it.

*If you're returning part exchange, part refund then your return will only be free if the value of your exchange items. outweighs the refund items.

International:

Return costs may vary. We offer some subsidised return fees and some self-post, depending on the country you're returning from. Refund and store credit fees will be deducted from your refund at the time it's processed. Exchange fees will be charged when submitting your return. You can view all return fees here.

Rewards points

Points earned: If you return anything from your order, the points you earned will be deducted for those item(s). This is why we have ‘Pending’ points, so that any returns made don’t affect your live (redeemable) points.

Points redeemed: Any points / money you redeemed on the order will be lost.

Original condition

Items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to refusal.

Hygiene stickers must remain intact. Failure to return your item back to us without the hygiene sticker may also lead to refusal.

If you receive a damaged item or your item becomes damaged upon wear, please contact our Customer Care team first, so they can resolve your issue, before registering a return.

For any items that contain multiple parts such as multipacks and 2-part sets, all parts must be returned within the same return parcel to qualify for a refund pending QC inspection of the returned items. Failure to return these items together may lead to refusal.

Any embellished items must be returned in the original box they arrived in.

NON-RETURNABLE ITEMS

Nipple Covers, Briefs and Thongs, Socks, Face Masks, Eye Masks, Headbands, Headscarves, Hair Accessories, Halloween Accessories including Angel Wings, Fitness Equipment and Water Bottles. Swimwear is returnable however we do require the hygiene stickers to remain intact and failure to do this will result in the item being non-returnable.

Return outcomes

Returned items may be eligible for a refund, store credit or exchange*, providing your return is in line with the rest of our policy.

Exchange for the same item in an alternative size or colour at no additional cost. Subject to price amendments.

Exchange for something different: Exchange your unwanted item(s) for anything across our website, excluding pre-order items. Any additional cost will be paid by the customer upon submitting the return. If the item you choose costs less then the you can decide to receive the remaining amount via a refund or store credit, subject to policies.

*Exchanges are dependant on stock availability. Items must be returned within the relevant return timeframes and policies specific to store credit, exchange and refunds.

All exchange orders will be shipped via Economy shipping and you’ll receive a new order confirmation email once the exchange has been processed.

BLACK FRIDAY & CYBER MONDAY PROMOTIONS

You’re welcome to return items purchased during our Black Friday & Cyber Monday offers, provided they comply with our returns policy.

For items purchased as part of the 3 for £60 Party Dresses promotion, you’ll receive a £20 refund per item returned.

For items purchased as part of the 3 for £120 Embellished Party Dresses promotion, you’ll receive a £40 refund per item returned.

Processing time

We aim to process all returns within 7 Working Days (UK) / 25 days (International) of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card.

Please note, If you have ordered using a gift card and an additional payment method (e.g. debit card), the funds for the returned item(s) will go back onto the gift card first. We'll email you once we've received and processed your return.

Unreasonable Claims / Fair Use Policy

Our team closely monitors return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered. 

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are different from what you purchased or attempting to return items that do not belong to the company. 

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up securely. We'd advise retaining your proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them and you'd like these returned to you, we may ask you to cover the delivery cost.

Please return each individual order separately. We are unable to process your return if two or more orders are returned within the same parcel.

OH POLLY RENTAL

For all rental items, see how to return here