Refund policy

For faulty or damaged items we offer returns within 14 days of receiving your item. Which means you have 14 days after receiving your item to request a return.

We are a super small biz and unable to offer returns for change of mind so pretty please check all sizing and measurements before placing your order xo   

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

To start a return, in your email to create your return please specify the following and email to heypollyreturns@gmail.com 

  • Your order number (you would have received this in your order confirmation email). 
  • Reason for return (we just like to know why, if it was due to size etc.)
  • If you would like a refund or credit note (in the form of a 3 month expiry e-Gift card) 
Items sent back to us without first requesting a return will not be accepted. Please post it within 5 days of your returns approval so we can get it sorted as soon as possible of you. If you would like to size up or down.. Once we confirm your return you can hop online and grab the size better for you (if we have your size in stock). Shipping cost of returns is the customer’s responsibility to pay for. In rare and unfortunate circumstances we cannot be held responsible loss of package. Once we receive your email we will provide the best address to send your return to. And once we receive your return and do a quality check we will then email you your refund or credit note (in the form of a 3 month expiry e-Gift card). Less the original postage cost in your order.

Important - Please don’t use our general email (heypollyaccessories@gmail.com) to create your return or this could be missed. We specifically check the returns email for returns.

We package with care and almost never make a mistake. But we are human 😊 so please reach out to us immediately if you have a fault or if you receive the wrong item, so that we can evaluate the issue and make it right for you.

Exceptions / non-returnable items
Certain types of items cannot be returned for hygiene reasons. Even if they are in packaging as we cant insure they have not been worn or used. This is for the health and safety of our beloved customers. So items like earrings, hair accessories and earring boards. So please be sure to read the size descriptions before placing your order.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, and you advised you would like a gift voucher.. This process is very quick as it's an e-Gift card you receive via email. If you asked for a refund you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

You can always contact us for any return questions at heypollyreturns@gmail.com