Customer Service Policy

At Oh Polly, we believe exceptional customer service is as essential as the quality of our womenswear—whether you’re seeking guidance on a staple piece for daily wear or a showstopping outfit for a special occasion, we’re here to make your experience seamless, supportive, and tailored to your needs. Below is our commitment to serving you, and the framework that guides every interaction.

1. Our Customer Service Mission

Every interaction we have is rooted in three core principles:
  • Understand Your Needs: We listen closely to your questions—from sizing concerns to outfit recommendations—to ensure we address what matters most to you.
  • Deliver Clear, Kind Support: We communicate with transparency and empathy, avoiding jargon and making sure you feel heard, whether you’re resolving an issue or sharing feedback.
  • Prioritize Your Satisfaction: We go the extra mile to ensure you love your Oh Polly pieces and your shopping journey—no detail is too small when it comes to your experience.

2. How to Connect With Us

We offer flexible, accessible ways to reach our team, so you can choose what works best for your schedule:
  • Email Support (Fastest Response): For personalized help with orders, sizing, returns, or style questions, email us at service@usohpoliy.com. We aim to reply within 1–2 business days (and often faster for urgent requests like last-minute occasionwear needs). Include your order number (if applicable) to speed up assistance—for example, “Order #98765: Sizing check for the London Evening Dress.”
  • Website Self-Service & Inquiries: Visit usohpoliy.com to access tools that help you act quickly:
    • Track orders in real time via your account dashboard.
    • Browse our FAQ section for answers to common questions (e.g., fabric care, shipping timelines, return rules).
    • Use the “Contact Us” form in the website footer to submit inquiries—we’ll follow up via email with detailed answers.
  • Mailing Address: For physical correspondence (e.g., written feedback or returns with prior authorization), send to our U.S. operations center: 1275 S Holland Dr, Fayetteville, Arkansas 72704, United States. Note: Always request a Return Authorization (RA) number via email before shipping returns—this ensures your package is processed without delays.

3. What We Can Help You With

Our team is trained to support all aspects of your Oh Polly journey, including:
  • Style & Sizing Guidance: Recommendations for occasion-specific outfits (e.g., “What works for a wedding guest?”), help matching sizes to your measurements, or details about fabric stretch/fit (e.g., “Is the denim skirt high-waisted?”).
  • Order Support: Tracking shipments, updating shipping addresses (if possible), canceling orders (before processing), or resolving missing items.
  • Returns & Refunds: Initiating return requests, checking refund status, or troubleshooting issues with defective/damaged products (e.g., loose stitching, incorrect color).
  • Account Help: Fixing login problems, updating saved addresses/payment methods, or accessing past order history for easy reorders.
  • Feedback & Suggestions: Sharing your thoughts on our products (e.g., “The blouse fit perfectly!”) or website experience—we use your input to improve our collections and service.

4. Our Promises to You

We stand behind these commitments to ensure consistency and trust:
  • Accuracy: We provide honest, up-to-date information—whether it’s product availability, sizing charts, or shipping timelines. If we make a mistake (e.g., shipping the wrong size), we’ll correct it promptly (e.g., send a replacement for free or process a full refund).
  • Timeliness: We won’t leave you waiting. We acknowledge your inquiry quickly, and resolve issues within a reasonable timeframe (e.g., processing refunds within 5–10 days of return inspection, as outlined in our Refund Policy).
  • Empathy: We understand that fit, style, and occasion matter deeply. If a product doesn’t work for you, we’ll help find a solution that fits your needs—no frustration, no runaround.
  • Transparency: If there’s a delay (e.g., a popular dress is backordered, shipping is held up by carrier issues), we’ll notify you immediately and explain next steps (e.g., “Your order will ship in 2 days—we’ll send a tracking link once it’s on its way”).

5. How We Handle Feedback & Concerns

Your voice shapes our service:
  • Positive Feedback: We love hearing how our pieces elevate your moments! We share your compliments with our design and customer service teams to celebrate what’s working.
  • Constructive Concerns: If you’re unhappy, we’ll:
    1. Listen fully to understand the issue (e.g., “The dress was too small even though I followed the size chart”).
    2. Apologize for any inconvenience.
    3. Take clear action (e.g., “We’ll send a size up for free and cover return shipping for the original”).
    4. Follow up to make sure you’re satisfied with the outcome.

6. Accessibility

We want our service to be inclusive for all. If you need support in a specific format (e.g., larger font in emails, verbal assistance instead of written), please let us know via email, and we’ll adapt to meet your needs.
At Oh Polly, we’re more than a womenswear brand—we’re a partner in helping you look and feel your best. Thank you for choosing us, and for letting us serve you. If you ever need help, we’re here.