FAQs

Some of our couriers give you the option to select a safe place for your parcel to be delivered in case you're not in. If you choose this option, make sure you're aware of the potential risks:

When opting for a parcel to be left in a safe place, this authorises the courier to leave your parcel at your property without a member of the household accepting / signing for it directly
Couriers cannot be held liable for any losses experienced. This means that you're taking liability for any issues that may arise after delivery has taken place by deciding what is deemed a 'safe place' for delivery
As you're taking liability, Oh Polly won't be liable for any issues that may arise after delivery has taken place and will be unable to provide a refund or a replacement
The courier may save any previous delivery preferences you have set and use these preferences for future deliveries

If you select a safe place but can't find your parcel, make sure that you check with the residents within your household as well as with neighbours to see if they accepted the parcel on your behalf.
If you believe that your order has been stolen, we recommend contacting your local authorities as soon as possible. 

We have recently stopped manufacturing these boxes in our constant effort towards sustainability, amongst other changes.
By reducing the amount of packaging we're sending to customers, means we're producing less waste and using less resources! 
Our Oh Polly mailing bags are made of 30% LDPE (post consumer plastic) and they're recyclable. These can be recycled anywhere you see the LDPE4 logo, i.e. supermarket and travel hubs.
All this information can be found on our Environmental Manifesto, under "Reducing Waste". Click the link for more information here.

We are
so sorry if your parcel has arrived in poor condition.
Our boxes are currently limited so we are unfortunately unable to replace
this.
However, if you come across any damage to your items, simply click the
💬 icon which can be located at the bottom corner of the page.
Polly the bot will be more than happy to assist you with your query, big or
small.
Please explain in your first message that you have received a damaged item
and you will then be asked for the following information, so make sure to
have it to hand:
Your order number
Your full name
Your shipping address
A photo of the damaged area
If you decide to send back any items, please don't worry about including
the box.
If the packaging is damaged, please recycle this and send the items back in
a secure packaging. 
Simply package the items yourself and send them back to us using one of the
return methods offered through our returns portal here. 

As
soon as you have completed your order, you’ll receive a confirmation email
with your order details. Our team will then be working extremely quickly to
get this order picked and packed and sent out to you.
Once this has been dispatched, you’ll receive an email notifying you of
this (within 24 hours) with a 'VIEW AND TRACK YOUR ORDER' button
included.
If you click this link, you'll be taken to a page where you'll find your
tracking number and courier. You can then use this tracking number on the
courier's website for accurate updates! 
Your tracking will continue to update as your parcel makes its way to
you.
If you are unable to locate this email, you can enter your order number at
the bottom of our website.
Simply click on 'Track My Order' under the 'Information' section at the
bottom of our website to view your latest delivery updates. You'll just need
your order number.
You can also track your order by following this link here
Please note it can take 24-48 hours for tracking information to become
available after purchase.
Having some trouble tracking your order? Please get in touch by simply
clicking theicon which can be located
at the bottom left corner of the page. Make sure to have your details at the
ready!
Polly the bot will be more than happy to assist you!
🚛 EVRi delivering your parcel? 🚛
Evri My Places will allow you to manage your delivery and set delivery
preferences. You can:
Set home address
Set safe place
Set preferred / non preferred neighbour
Set map pin
Sign up to Evri My Places here and don't forget to download their app to
receive tracking updates through your notifications! Please note this is only
available for UK customers.

Once
you have completed your order, you will receive a confirmation email with
your order details within 24 hours. If you have not received an order
confirmation email, please check your junk folder.
If you are still unable to locate this email, please get in touch by simply
clicking the 💬 icon which can be located at the bottom corner of the
page.
Polly the bot will be more than happy to assist you with your query, big or
small. Please have the following information to hand before contacting:
Your order details: full name and email address
Your shipping address
A screenshot of the transaction on your Bank account
The last 4 digits of the card used to place your order
Our team will then be able to investigate this further. It may have been a
simple spelling mistake in the email - so please don't worry! 

You
can find a list of delivery timescales and prices per country here.
Additionally, once you reach checkout and enter your delivery address, the
page will refresh and available shipping options will appear.
Once you click your preferred option, you'll also see an estimated delivery
date at the bottom of the page. Please note this date is an estimate.
Need help? Please get in touch by simply clicking the  icon which
can be located at the bottom left corner of the page. Make sure to have your
details at the ready!
Polly the bot will be more than happy to assist you with your order.

If you
have already received a shipping confirmation, unfortunately this means that
Oh Polly will be unable to make any changes at this point.
We dispatch orders as quickly as possible to ensure our customers receive
the best possible service.
What to do if you haven't received a shipping confirmation yet, please get
in touch by simply clicking the 💬 icon which can be located at the
bottom corner of the page.
In your first message please explain you wish to change your address and
you will be asked to provide us with some security information and the new
address, and we will do our best to amend this before dispatch. Please note
that this can't be guaranteed as we may not catch your request before
dispatch. 
If your parcel has already been dispatched, we can contact the courier on
your behalf to see if they can assist.
Please note this could cause a delivery delay of up to 72 hours, and
there's no guarantee that the courier will be able to edit your address at
this point.
...You can also do this yourself too!
🚛 EVRi 
Use EVRi My Places to set your delivery preferences!
Evri My places will allow your to manage your delivery and set delivery
preferences. You can:
Set home address
Set safe place
Set preferred / non preferred neighbour
Set map pin
Sign up to Evri My Places here and don't forget to download their app to
receive tracking updates through your notifications! 
🚚 DHL
On Demand Delivery allows you to:
Change the delivery address
Change the delivery date
Request a safe place
Request a preferred neighbour
Divert to DHL service point or locker
Hold your parcel if you're on vacation
Simply follow this link to get started: https://www.ondemand.dhl.com/. Make
sure to have your DHL waybill number available!
Here are our Delivery Terms & Conditions that are available on our
website, which each customer agrees to when placing an order with us:
Deliveries are made to the delivery address given at time of order.
Customer accepts full responsibility for ensuring accuracy of information
provided.
Please head to https://www.ohpolly.com/terms-and-conditions and the
Delivery drop down for more information. 

We're
really sorry if your purchase has been cancelled - we will have sent you an
email explaining the reason for this. Cancellations can be for two
reasons:
If the item(s) purchased is unexpectedly out of stock and we are unable to
fulfil your purchase
If there is an issue with your payment (e.g. the billing address does not
match the address the card is registered to, some of the payment information
is incorrect, you have tried to make a high volume of transactions in a short
space of time etc).
If none of the above payment issues apply to you, then please try to
checkout using PayPal as this is usually verified. If you have already
attempted to make several transactions then we'd recommend waiting a few days
before trying again otherwise it's highly likely that your purchase will be
flagged again.
Need help? Please get in touch by simply clicking the  icon which can
be located at the bottom left corner of the page. Make sure to have your
details at the ready!
Polly the bot will be more than happy to assist you with your order.

Once you have completed your order, you’ll receive a confirmation email with your
order details. This email will contain your order number number which will
start with OP.
If you have not received an order confirmation email, please check your junk
folder. If you are still unable to locate this email, you can reach out by
simply clicking the 💬 icon which can be located at the bottom corner
of the page.
Polly the bot will be more than happy to assist you with your query.
In your message, please include that you don't know how to find your order
number and you will then be asked the following info:
Full name and email address on the order 😊
Your shipping address 🚚
The last 4 digits of the card used to place your order 💳
A screenshot of the transaction on your bank account 📷
Thank you!

If you have received a shipping confirmation email from us, unfortunately this means that we will be unable to cancel your purchase at this point.
We can still sort this for you as we offer a 45 days to return
for store credit and 30 days to return for a refund or exchange. 
Once you've received your parcel, you can refuse it upon delivery or post it back for a refund.
If you are yet to receive a shipping confirmation email from us, you can get in touch by simply clicking the 💬 icon which can be located at the bottom corner of the page and stating 'cancel order' in your first message.
Polly the bot will be more than happy to assist you with your query.
Alternatively, you have the option to request a cancellation within 10 minutes of placing your order. You can do this on the order confirmation email. 
Our team will do their best to fix this for you before your order leaves our warehouse. We may not be able to make changes if your order is already being processed by the warehouse or is awaiting collection. However, it is worth asking as we'll see what we can do but please be aware we can't guarantee this. 

Yes!
You can view our size guide here
We offer the following size guides:
UK size guide
AU size guide
US size guide
EU size guide
Conversion chart
Dual sizes (S / M / L)
Lingerie size guide
Shoe size guide
Bo+Tee size guide
How to measure yourself guide
If you need any help with finding the perfect size, please get in touch, to do this simply click the 💬 icon which can be located at the bottom corner of the page.
Polly the bot will be more than happy to assist you with your query, big or small.

We use standard UK/AU sizingunless otherwise specified in the item description.
Our size guide can be found at the very bottom of our site and on every product page. 
Need help? Please get in touch by simply clicking the  icon which can be located at the bottom left corner of the page. Make sure to have your measurements at the ready!
Polly the bot will be more than happy to assist you with sizing. 

Some of our couriers give you the option to select a safe place for your parcel to be delivered in case you're not in. If you choose this option, make sure you're aware of the potential risks:
When opting for a parcel to be left in a safe place, this au

As soon as you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you.
Once this has been dispatched, you’ll receive an email notifying you of this (within 24 hours) with a 'VIEW AND TRACK YOUR ORDER' button included.
If you click this link, you'll be taken to a page where you'll find your tracking number and courier. You can then use this tracking number on the courier's website for accurate updates! 
Your tracking will continue to update as your parcel makes its way to you.
If you are unable to locate this email, you can enter your order number at the bottom of our website.
Simply click on 'Track My Order' under the 'Information' section at the bottom of our website to view your latest delivery updates. You'll just need your order number.
You can also track your order by following this link here
Please note it can take 24-48 hours for tracking information to become available after purchase.
Having some trouble tracking your order? Please get in touch by simply clicking theicon which can be located at the bottom left corner of the page. Make sure to have your details at the ready!
Polly the bot will be more than happy to assist you!
🚛 EVRi delivering your parcel? 🚛
Evri My Places will allow you to manage your delivery and set delivery
preferences. You can:
Set home address
Set safe place
Set preferred / non preferred neighbour
Set map pin
Sign up to Evri My Places here and don't forget to download their app to
receive tracking updates through your notifications! Please note this is only
available for UK customers.

You can find a list of delivery timescales and prices per country here.
Additionally, once you reach checkout and enter your delivery address, the page will refresh and available shipping options will appear.
Once you click your preferred option, you'll also see an estimated delivery date at the bottom of the page. Please note this date is an estimate.
Need help? Please get in touch by simply clicking the  icon which
can be located at the bottom left corner of the page. Make sure to have your details at the ready!
Polly the bot will be more than happy to assist you with your order.

If you have already received a shipping confirmation, unfortunately this means
that Oh Polly will be unable to make any changes at this point.
We dispatch orders as quickly as possible to ensure our customers receive the best possible service.
What to do if you haven't received a shipping confirmation yet, please get in touch by simply clicking the 💬 icon which can be located at the
bottom corner of the page.
In your first message please explain you wish to change your address and you will be asked to provide us with some security information and the new address, and we will do our best to amend this before dispatch. Please note
that this can't be guaranteed as we may not catch your request before dispatch. 
If your parcel has already been dispatched, we can contact the courier on your behalf to see if they can assist.
Please note this could cause a delivery delay of up to 72 hours, and there's no guarantee that the courier will be able to edit your address at this point.
...You can also do this yourself too!
🚛 EVRi 
Use EVRi My Places to set your delivery preferences!
Evri My places will allow your to manage your delivery and set delivery preferences. You can:
Set home address
Set safe place
Set preferred / non preferred neighbour
Set map pin
Sign up to Evri My Places here and don't forget to download their app to
receive tracking updates through your notifications! 
🚚 DHL
On Demand Delivery allows you to:
Change the delivery address
Change the delivery date
Request a safe place
Request a preferred neighbour
Divert to DHL service point or locker
Hold your parcel if you're on vacation
Simply follow this link to get started: https://www.ondemand.dhl.com/. Make sure to have your DHL waybill number available!
Here are our Delivery Terms & Conditions that are available on our website, which each customer agrees to when placing an order with us:
Deliveries are made to the delivery address given at time of order.
Customer accepts full responsibility for ensuring accuracy of information provided.
Please head to https://www.ohpolly.com/terms-and-conditions and the Delivery drop down for more information. 

If your items are already in transit, unfortunately we will be unable to upgrade your shipping option.
If your items are no longer needed by the time of arrival, you are more than welcome to refuse your parcel upon delivery, or return it to us for a full refund. 
You can register your return here. 
However, you may be able to upgrade your shipping method for an additional fee if your parcel is yet to be dispatched. Simply click the 💬 icon which can be located at the bottom corner of the page.
Polly the bot will be more than happy to assist you.

We may temporarily remove some shipping options such as Express Delivery if the courier cannot fulfil these time frames.
This may occur due to a sudden influx of orders, or force majeure events such as weather disruption.
As soon as a faster shipping option is feasible again, this will be made available on the checkout page. We apologise for any convenience this may cause. 

Once you have completed your transaction, you’ll receive a confirmation email within 24 hours. 
Our team then work extremely quickly to get this purchase picked and packed and sent out to you.
Once this has been dispatched, you’ll receive a dispatch email with a tracking link included, and this is usually sent within 24 hours of your transaction being placed.
Please note during sales or collection launches, this may take slightly longer however we will always aim to deliver your items before your estimated delivery date, even if this means upgrading your shipping option to Express
or Next Day.
Your tracking shall continue to update as your parcel makes its way to you and until it is delivered.
You can track your delivery by heading to the tracking link at the bottom of the website.

Unfortunately our delivery times are only estimates and cannot be guaranteed, but we have found them to be accurate in the majority of orders.
This is due to a variety of factors including Covid-19 delays, Brexit, and force majeure events such as weather disruption.
If your order has still not arrived on or before the expected delivery date provided at checkout, and in your order confirmation email, then please track your order using the link provided in your shipping confirmation email.
If tracking has not updated for 5+ days, please get in touch - simply click the 💬 icon which can be located at the bottom corner of the page.
Polly the bot will be more than happy to assist you with your query, big or small.

Please trust that during this unprecedented time, we are doing our best to operate as normally but safely as possible.
Once a parcel leaves our warehouse, we are highly reliant on the courier to make a safe and efficient delivery.
Unfortunately, due to COVID-19 restrictions, we are experiencing a slight delay with some of our couriers.
Our couriers are complying with the government guidelines and taking extra measures to ensure all drivers remain safe and healthy.
These factors contribute to an overall slightly slower service and we trust that our customers will hopefully understand how important health & safety is especially at a time like this.
You can click the 'VIEW AND TRACK YOUR ORDER' button within your shipment email, where you'll find your tracking number and the courier. You can then use this tracking number on the courier's website for accurate
updates! 
Need help? Please get in touch by simply clicking the 💬 icon which
can be located at the bottom left corner of the page. Make sure to have your details at the ready!
Polly the bot will be more than happy to assist you with your order.

To create an Oh Polly account you just need to click 'Log In / Sign Up' in the top right hand side of our website.
Sign up now to move through the checkout process faster, view/track your orders, create a Wishlist and more!

If you have forgotten your password, please simply click here
Once you are on the 'My Account' page you can click 'forgotten password' and you will be asked to input your email address to change your password.

We’re sorry to hear you want to leave the fun!
Remember, we send exclusive access to our latest collections and promo codes through this email subscription.
If you really want to unsubscribe from our emails, you can do so by clicking “unsubscribe” at the bottom of any of our marketing emails. 

We're sorry to see you go!
If you wish to deactivate your Oh Polly account, we are on hand 24/7 and would love to help you with anything you need - simply click the 💬 icon which can be located at the bottom corner of the page.
Polly the bot will be more than happy to assist you with your query, big or small.

We are very sorry but unfortunately we do not offer wholesale.    

We regularly advertise our latest promotions and offers through our social media pages, so be sure to follow us for the latest deals.  You can find us on Instagram, Facebook, Twitter and TikTok.
Additionally, we have a Sale section on our website where some products have been discounted by up to 50%. You can shop our Sale section here.
Lastly, if you sign up to our newsletter at the very bottom of our site, we'll treat you to promo codes sporadically throughout the year.

GCC CUSTOMERS: 
GCC customers are able to return sale items for store credit only. You have 45 days from the date it was shipped to return. 
You can now return your parcel here.
*If you're returning part exchange, part refund then your return will only be free if your exchange item value outweighs your refund item value.
We’re unable to match the sale price on your next order if the price has changed. If the price has changed on your sale item, you won’t be able to return it for exchange. Instead, you can opt for store credit or a refund.

We are so sorry to hear you have not received your order and tracking indicates it has been delivered.
We will need to initiate an investigation with the courier so the depot can be searched and the driver can be interviewed.
We are able to investigate the delivery within 28 days of your delivery time/when you receive your delivery confirmation email.
Please can you therefore contact us with your order details and a short sentence to explain you have not received your order so we can get started with this - simply click the 💬 icon which can be located at the bottom corner of the page.
Make sure you've got your order details at the ready! 
ADA the bot will be more than happy to assist you.

We may temporarily remove some shipping options such as Express Delivery if the courier cannot fulfil these time frames.
This may occur due to a sudden influx of orders, or force majeure events such as weather disruption.
As soon as a faster shipping option is feasible again, this will be made available on the checkout page. We apologise for any inconvenience this may
cause. 

Unfortunately our delivery times are only estimates and cannot be guaranteed, but we have found them to be accurate in the majority of orders.
This is due to a variety of factors including Covid-19 delays, Brexit, and force majeure events such as weather disruption.
If your order has still not arrived on or before the expected delivery date provided at checkout, and in your order confirmation email, then please track your order using the link provided in your shipping confirmation email.
If tracking has not updated for 5+ days, please get in touch - simply click the 💬 icon which can be located at the bottom corner of the page.
Polly the bot will be more than happy to assist you with your query, big or small.

We've been made aware that our delivery providers are adapting to new and revised procedures due to Brexit. Usually, items sent to the EU slide through customs automatically however they are now being stopped and checked.
These changes may contribute to a slightly slower service, and we trust that our customers will hopefully understand the reasons for this. 
We're so sorry for any delay you may experience due to Brexit and we hope you can understand that it is just as disappointing for us when our customers are inconvenienced.

Did you know that 92 million tonnes of garments end up in landfill every year? 
Make sure to get the most out of your items, because our clothing is built to last. Made from high-quality, durable materials, our styles were designed to be worn time and time again.
If something happens to your item, or you feel like your clothing has served its time, and you’re on the hunt for a refresh, it shouldn't go in the bin! Here are some ways you can divert clothing from landfill:
Make sure you follow the washing instructions and take care for your items.
You can read more about how to care for your items here
Repair the item yourself or take it to a seamstress. By extending a
garment’s life by just nine months can reduce its carbon, waste, and water footprints by between 20 to 30 per cent?!
Upcycle them into something new
Donate your clothes to a charity.
Give them to your friends and family
Resell the item
As a last resort, send your items off for recycling. Find your local
textile recycling centre here by searching "textile recycling near
me" 

We’ve recently changed our return portal, to offer you store credit and exchanges as additional return methods!
GCC CUSTOMERS: 
You can now return your parcel here.
If you’re unable to track your return, or if you have any other concerns, please feel free to get in touch by simply clicking the 💬 icon which can be found at the bottom corner of the page. Polly the bot will be more than happy to assist you or direct you to an agent.

Returning
from GCC:
Fees may vary for the returns. You have 30 days to return your
order for a refund or exchange and 45 days to return your order for store credit, from the date your order was shipped.
You can return your parcel in a few easy steps here
Enter your order number and email or post code
Select the item(s) you’d like to return and the reason why
Choose if you’d like to exchange or return your item(s)
If you’ve opted for a return on any of your items, decide if you’d prefer store credit or a refund
Submit your return
Print your label or use your QR code, unless you are returning
self-post
We’ll send you an email once your refund has been processed.
US CUSTOMERS:
You can now return your parcel here.
AUSTRALIAN & NEW ZEALAND CUSTOMERS: 
You can now return your parcel here.
If for whatever reason you’re unable to access the portal, please get in
touch by simply clicking the 💬 icon which can be found at the bottom
left corner of the page. Make sure to have your details at the ready!
Polly the bot will be more than happy to assist you with your return.

We
offer a variety of payment methods for your convenience, which are available
at the payment step during checkout. At present, we support Credit and Debit
cards, Apple Pay, and Cash on Delivery. We're excited to announce that 'Buy
Now Pay Later' options are on their way.
Do keep in mind that for every Cash on Delivery order, an additional AED 20
is applied to cover the extra costs associated with cash handling for these
transactions.

We're pleased to provide a Cash on Delivery option throughout the GCC.
It's important to note that every Cash on Delivery order includes a
non-refundable convenience fee of AED 20. This fee addresses the extra costs associated with cash handling for these types of orders.
For any return request of a Cash on Delivery order, we'll issue the refund as store credit, which can be utilized for subsequent orders, rather than returning cash

At present, we limit Cash on Delivery orders to a maximum value of AED 1,000

Regrettably, only one of our carrier partners, Starlinks, provides the Cash on Delivery service. As a result, you'll need to select the Standard Delivery option if
you're opting for Cash on Delivery.
For any additional questions, feel free to communicate with us via our bot, Polly. Alternatively, you can also initiate a Live Chat with our Customer Service team by clicking on the Whatsapp widget located at the bottom of your screen.