Returns & Refunds

How to return your item

Currently, we do not offer pre-paid return labels for customers in Hong Kong, therefore you will be responsible for the return fee. Please securely package your items and send them to the address below using a courier of your choice:

Oh Polly
Unit 3
Riverview Road
Bromborough
CH62 3RL
United Kingdom

Please ensure your order details are securely enclosed inside the parcel. Without this, our warehouse team will be unable to identify who the return belongs to, which will cause significant delays in processing your refund.

We highly recommend sending your return via a tracked service. Because your package is traveling internationally, tracking allows both you and our team to monitor its journey and ensures it arrives safely at our UK warehouse.

Please hold onto your receipt and proof of postage until your refund has been fully processed. In the rare event that your parcel goes missing or is delayed in transit, this receipt serves as your official proof that the return was sent, allowing us to help resolve the issue.

Standard return period

You may return unwanted items in accordance with the following terms and conditions. Please review the following information to ensure your return is accepted and processed according to our return policy.

To receive a refund, you must return your order within 14 days of delivery. We cannot accept returns of unwanted items after this period.

Original condition

We place great importance on hygiene and customer safety. Please handle, try on, and repackage items with care. Items must be returned unused, unworn, and in perfect condition. They must also be free of makeup stains, pet hair, deodorant, perfume, etc., and all original tags must be attached. All returned items will be inspected upon arrival at our warehouse. If items are not returned in their original condition, cleaning fees may apply, or the return may be refused.

For products containing multiple parts, such as multi-packs or 2-piece sets, all parts must be included in the same return package to receive a refund (subject to QC inspection). If parts are not returned together, we may refuse the return.

Non-returnable items

While returns are an important service for our customers, not all items are eligible for return. Non-returnable items include socks, face masks, headbands, hair accessories, fitness equipment, and water bottles. The hygiene seal must be intact. If the seal is damaged, the item will not be returned.

Purchases made at pop-up shops or sample sales are final sales and are not eligible for return.

Processing times

If there are no issues with the return, we aim to process it within 14 days of receiving it. Refunds will be issued to the original payment method. We will contact you by email after processing your return.

Unreasonable declarations / Appropriate use policy

Our team carefully monitors any unusual return patterns or activity. If we suspect fraudulent activity on an account, we may withhold refunds or suspend the account and any associated accounts.

Fraudulent activity includes, but is not limited to, reporting undelivered orders, reporting out-of-stock items, and unusual return patterns (such as returning items after wearing them for an extended period rather than simply trying them on, or returning used or worn items). We also reserve the right to take legal action if you return items that do not match your order. This includes returning items that are significantly different from what was purchased, or items that do not belong to us.

Responsibility

You are responsible for the returned items until they arrive at our company, so please pack them securely to prevent damage during transit.

We cannot be held responsible for items returned in error. If we are able to verify the item (which is not always possible), you may be responsible for the return shipping costs back to you.