Refund policy

We have a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed and unused, with tags, intact hygiene labels and in its original packaging. You’ll also need the receipt or proof of purchase.

ALL RETURNS WILL BE REFUSED IF THE HYGIENE STICKER HAS BEEN BEEN TAMPERED WITH IN ACCORDANCE WITH UK HEALTH & HYGIENE LAW. PLEASE DO NOT REMOVE THE HYGIENE STICKER.

To start a return, you can contact us at info@pollylop.com. Please note that returns will need to be sent to the following address: 52 Chiltern Drive, Millpark, Liverpool L32 2BW.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted*.

* The original item will be returned to your original shipping address and you will be asked to the cover the cost of the return

Refunds in full will be made including original shipping costs (less £2.49 administration and shipping costs)

You can always contact us for any return question at info@pollylop.com. 

Customers outside of the UK will be required to cover the cost of returning an item.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items
Certain types of items cannot be returned such as custom products (i.e. special orders or personalized items), and personal care goods (such as beauty products). Towels, sunglasses, rings, fashion jewellery.

Due to UK Health & Hygiene legislation associated with swimwear returns are only accepted for damaged or faulty goods and we will replace a like for like item. In the unlikely event this is not possible, an alternative and/or refund/credit note may be offered. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

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

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at info@pollylop.com.