Standard Return Timeframes

Orders placed before 20th July 2026 must be returned back to us within 14 days for a refund or exchange, from the date your order is delivered, extended to 30 days for store credit. Please note, store credit expires after 5 years.

Standard Return Timeframes - From 20th July 2026

From Monday, 20th July 2026 there will be changes to our returns policy for UK & EU customers. Any orders placed on or after this date will be subject to the new terms outlined below.

Our standard return window allows for a cash refund within 14 days of delivery, extended to 28 days for an exchange or store credit.

To help you find your perfect fit, your very first order qualifies for a free return within the first 7 days of delivery, subject to the following conditions:

• Free return shipping only applies if you keep at least one item from your order. If you return your entire order, the free return fee is voided.
• If you initiate your first-order return after the 7-day window, standard return fees will apply. If you're returning within the UK, £3.95 will be deducted from your return total. For customers returning from the EU, return fees per country can be found here.
• If opting for store credit, you'll benefit from a 10% incentive which will be added to your store credit balance, please note this incentive is only available if you return within 14 days of delivery and is capped at £25 (or the equivalent in your currency).

From your second order onwards: Returns within 7 days of delivery are FREE if you select store credit or an exchange. Otherwise, a £3.95 fee will be deducted when we process your return (or for any returns after 7 days).

Rest of World Returns

If you're based outside of the UK & EU, we offer some subsidised return fees and some self-post options, depending on the country you're returning from.   

Reward Points

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.

Any points redeemed on that item will be reimbursed. Points will be split proportionally across all items on your order.

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, tights, 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, failure to do so may lead to refusal.

 

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 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, you can decide to receive the remaining amount via a refund or store credit, subject to policies.

We also offer Instant Exchanges. With an Instant Exchange, your new order will be processed as soon as you've registered your return, so you don't have to wait until we've received your other item(s). This excludes self-post returns that don't use the label/QR provided by us.

Once you have submitted your return, your new order will be picked & packed, ready for dispatch. You will receive an order confirmation for this within 24 hours. We'll hold the full charge on your card which will be returned to you once you've posted your item(s) back. You will enter your card details at the point of registration. Please note, you will need to return your order within 14 days of submitting your return. If your return is not sent back to us within this timeframe, your card will automatically be charged.

Exchanges are dependent 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 standard shipping and you’ll receive a new order confirmation email once the exchange has been processed.

Processing Times

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 are issued to your original payment method, while store credit will be sent 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 Oh Polly Rental items, see how to return here

Protect+

Protect Plus covers lost, damaged, stolen packages in transit, delivered but not received claims, damaged/faulty items & return to sender issues. Please note that it covers outbound delivery only and not returns. Please note this fee is non-refundable.