At Oh Polly, we want you to feel confident in every womenswear purchase—whether it’s a versatile staple for daily wear or an exclusive piece for a special occasion. If a product doesn’t meet your expectations, our refund policy is designed to be straightforward and fair. Below is everything you need to know about eligibility, the return process, and refunds.
To qualify for a refund, your return must meet the following criteria:
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Timeframe: The product must be returned within 60 days of delivery (based on the shipping carrier’s delivery confirmation date).
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Condition: Products must be unused, unwashed, and in their original packaging—this includes all tags, hygiene seals (e.g., on swimwear or intimates), and accessories (e.g., belts, detachable collars). Items showing signs of wear, damage, or alteration (e.g., cut tags, makeup stains) are not eligible.
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Purchase Source: Only products bought directly from usohpoliy.com qualify. Items purchased from third-party retailers (e.g., department stores, marketplaces) must be returned to the original seller, following their refund policies.
Follow these steps to start your return and refund process:
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Request a Return Authorization (RA): Email our customer service team at service@usohpoliy.com with the following details:
- Your full order number (found in your order confirmation or shipping email).
- The product name, size, and color (e.g., “London Wrap Dress – Size M – Black”).
- Reason for the return (e.g., “wrong size,” “changed mind,” “defective stitching”).
- Photos (if the product is defective or damaged—this helps speed up approval).
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Receive RA Confirmation: We’ll email you an RA number and our return address (1275 S Holland Dr, Fayetteville, Arkansas 72704, United States) within 1–2 business days. Do not ship returns without an RA number—unlabeled packages may be delayed or rejected.
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Ship the Product: Package the item securely to avoid damage during transit. You are responsible for return shipping costs unless the return is due to our error (e.g., we shipped the wrong size/color, the product arrived defective). In such cases, we’ll provide a pre-paid shipping label upon request.
Once we receive and inspect your return, we’ll process your refund according to these guidelines:
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Inspection Timeline: Our team reviews returns within 2 business days of delivery to our address. We’ll email you to confirm if the refund is approved or denied (e.g., if the product is used or missing packaging).
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Refund Timeline: Approved refunds are processed within 5–10 business days of inspection. The refund will be credited back to the original payment method used for your order (e.g., credit card, PayPal).
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Processing Delays: Your bank or payment provider may take an additional 1–3 business days to reflect the refund in your account. This is outside our control—contact your financial institution if the refund doesn’t appear after this period.
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Promotions & Discounts: If you used a discount code or participated in a promotion (e.g., “20% off your first order”), the discount amount will be deducted from the refund. For example, a $80 dress bought with a $15 discount will result in a $65 refund.
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Defective or Damaged Products: If you receive a product with manufacturing defects (e.g., broken zippers, loose stitching) or damage from shipping, contact us within 7 days of delivery with photos. We’ll cover all return shipping costs and offer either a full refund or a free replacement (if the product is in stock)—no extra steps required.
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Missing or Incorrect Orders: If your order arrives missing items or we shipped the wrong product, email us at service@usohpoliy.com with your order number and photos of the received items. We’ll either send the correct item for free or process a full refund—you won’t need to return the incorrect/missing items.
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Final Sale Items: From time to time, we may mark select products as “final sale” (clearly labeled on the product page). These items are non-returnable and non-refundable, unless defective.
If you have questions about your refund status, need help with a return, or have concerns about eligibility, reach out to our customer service team:
- Email: service@usohpoliy.com
- Include your RA number or order number in the subject line (e.g., “RA #12345 – Refund Status”) for faster assistance.
We’re committed to making your refund experience as smooth as your shopping experience—thank you for your patience as we resolve your request.
