Ohpolly Returns Policy

If you’ve just bought something from OhPolly and have a question about sending it back, you’re in the right place. Understanding the OhPolly returns policy is the first step to a smooth experience, whether you need a different size or just changed your mind. This guide breaks down everything you need to know, from time limits to step-by-step instructions, so you can shop with total confidence.

We’ll cover how to start a return, what items can be sent back, and how long refunds take. You’ll also find tips for avoiding common mistakes and answers to the most frequently asked questions. Let’s get started.

The official OhPolly returns policy allows customers to return items within 14 days of receiving their order. This is standard for many online fashion retailers in the UK and complies with distance selling regulations. It’s designed to be straightforward, but there are important conditions you should be aware of.

All returned items must be in their original, unworn condition. They must have all original tags attached and be in the undamaged packaging they arrived in. OhPolly checks returns carefully, so following these rules is essential for a successful refund.

What Can and Cannot Be Returned

Most items from OhPolly are eligible for return. This includes dresses, tops, skirts, and sets. However, there are some clear exceptions.

You cannot return the following items:

Any swimwear or bikinis if the hygiene seal is removed or broken.
Bodysuits if the protective gusset liner has been tampered with.
Accessories like earrings or hair clips for hygiene reasons.
Any item that is marked as “Final Sale” or “Reduced to Clear” at the time of purchase.
Gifted items purchased with a discount code that specifically states they are non-returnable.

The 14-Day Return Window

The 14-day period starts the day after you receive your parcel. It’s a good idea to act quickly if you think you might want to return something. Don’t leave it until the last day to initiate the process.

You need to have notified OhPolly of your intent to return within this window. This means you must have completed the online returns process and gotten your returns authorization before the 14 days are up. The parcel itself can be dropped off at the post office shortly after, but the request must be logged in time.

How to Calculate Your Return Deadline

Check your delivery confirmation email for the date your order arrived.
Count 14 days forward from the day after delivery.
Ensure you have started your return online by this date.

Condition of Returns: The Golden Rules

This is the most critical part of the policy. OhPolly will refuse a refund if an item does not meet their condition standards. To ensure your return is accepted, follow these golden rules.

Unworn & Unwashed: The item must show no signs of wear. This includes no makeup, deodorant, or perfume stains. It must not have been washed or altered in any way.
Tags Attached: All original brand tags and labels must be firmly attached to the garment. Do not remove them, even to try the item on.
Original Packaging: Return the item in its original OhPolly packaging, including any polybags or dust bags it came in. If the original package is damaged, use a suitable plain alternative.

How to Return an Item to OhPolly: A Step-by-Step Guide

Returning an item is done entirely through your online account. You cannot arrange a return by email or phone. Here is the detailed process.

Step 1: Start Your Return Online

Log into your OhPolly account on their website.
Go to “My Orders” and find the order containing the item you wish to return.
Click “Return Items” and select the specific products from that order.
Choose your reason for return from the dropdown menu (e.g., wrong size, changed mind).
Confirm your selections and submit the return request.

Once submitted, you will receive a Returns Authorization (RA) number via email. You must include this number with your return. Do not send anything back before you get this email.

Step 2: Package Your Items Securely

Place each item, with its tags attached, back into its original packaging. If you are returning multiple items from one order, you can usually send them back together in one parcel. Put the pre-printed returns label you received by email on the outside of the package, covering any old labels.

Make sure the package is sealed securely. It’s a good idea to take a quick photo of the packaged parcel with the label visible for your records, just incase.

Step 3: Post Your Return

OhPolly uses a tracked returns service. You can drop your sealed parcel off at any Royal Mail Customer Service Point or Post Office branch. Remember to get proof of postage! This is a receipt that shows you posted the item, including the tracking number.

Keep your proof of postage safe until you have received your refund. Do not use a regular post box, as you won’t get a receipt and cannot track it.

Who Pays for Return Postage?

This depends on the reason for your return:

You Pay: If you changed your mind, ordered the wrong size, or the item simply didn’t suit you, you are responsible for the return postage cost. The cost is deducted from your refund.
OhPolly Pays: If the item is faulty, damaged, or not as described, OhPolly should cover the return cost. In this case, customer service will usually provide you with a prepaid returns label.

Refunds and Exchanges: What to Expect

Once OhPolly receives your return, their warehouse team will inspect it. This process typically takes 3-5 working days from the day they get the parcel.

The Inspection Process

The team checks the item against the condition rules. If everything is in order, they will approve the refund. If the item fails inspection, they will email you to explain why and will send the item back to you at your cost. This is why following the condition guidelines so closely is so important.

How and When You Get Your Money Back

After approval, your refund is processed. Refunds are issued back to the original payment method used for the order.

Credit/Debit Card: Refunds take 3-10 working days to show in your account, depending on your bank.
PayPal: Refunds are usually received within 24-48 hours.
Gift Cards: Refunds are re-issued to a new OhPolly gift card code.

You will recieve an email confirmation once the refund has been issued. Please note that shipping costs are only refunded if the return is due to a fault or error on OhPolly’s part.

Does OhPolly Offer Direct Exchanges?

No, OhPolly does not currently offer a direct exchange service. The process is to return the unwanted item for a refund, and then place a separate new order for the correct size or alternative item. This is often faster than a traditional exchange system, as you can order the new item immediately without waiting for the return to be fully processed.

To ensure you get the new item you want, especially if its popular, it’s best to place the new order as soon as you’ve posted your return. This way, you avoid it selling out.

Common Mistakes to Avoid With Your OhPolly Return

Avoiding these common pitfalls will save you time and ensure your refund goes through without a hitch.

1. Removing the Tags Before Being Sure

Always try items on carefully over a soft surface without removing any tags. If you snip the tags off, the item cannot be returned unless it is faulty.

2. Using the Wrong Returns Method

You must start the return through your online account. Sending a parcel back without an RA number means OhPolly cannot identify it easily, causing major delays or even a lost refund.

3. Not Getting Proof of Postage

That small receipt from the post office is your only proof that you sent the parcel. Without it, you have no recourse if the return gets lost in the mail.

4. Missing the 14-Day Deadline

Mark the date in your calendar. The system will not let you initiate a return after the 14-day period has expired, no exceptions.

International Returns and Duties

If you are ordering from outside the United Kingdom, the returns process is similar but with a few extra considerations.

You are still responsible for starting the return online within 14 days of receipt. However, you will be responsible for the international return postage costs, which can be significant. It is also your responsibility to complete any customs documentation for the return parcel, typically marking it as “Returned Goods” to avoid being charged import duties again.

OhPolly cannot refund any original import duties or taxes you paid when the order first arrived in your country. You would need to contact your local customs authority to seek a reclaim on those charges separately, which isn’t always guaranteed.

What to Do If Something Is Faulty

If your item arrives damaged, has a manufacturing fault (like a broken zip or seam coming apart), or is not what you ordered, you are entitled to a full refund including shipping costs.

Contact Customer Service: Do not use the standard returns portal. Instead, email OhPolly’s customer service team at support@ohpolly.com immediately. Include your order number, photos of the fault, and a clear description.
Wait for Instructions: They will review your case and, if approved, provide you with a prepaid returns label and specific instructions.
Return the Item: Send the faulty item back using the provided label. Once received and confirmed, you will get a full refund to your original payment method.

Your statutory rights are not affected by the standard returns policy. Items that are faulty are covered under the Consumer Rights Act.

FAQs About the OhPolly Returns Policy

Here are clear answers to some of the most common questions about returning items to OhPolly.

Can I return an OhPolly item if I’ve worn it once?

No. The OhPolly returns policy strictly states items must be unworn. Even wearing an item briefly indoors can leave signs of wear that will cause the return to be rejected.

How long does an OhPolly refund take?

After the warehouse processes your return (3-5 working days), it takes 3-10 working days for the money to reappear in your bank account, or 24-48 hours for PayPal.

Does OhPolly accept returns in store?

OhPolly is primarily an online retailer. They do not have physical stores for returns, so all returns must be sent back via post using the online process.

What if my return gets lost in the post?

This is why proof of postage is vital. With your proof of postage receipt, you can contact the courier (e.g., Royal Mail) to open an investigation. OhPolly is not responsible for returns lost in transit if you did not use their provided label for faulty items.

Can I return a sale item?

Yes, unless it was specifically marked as “Final Sale.” Sale items follow the same 14-day policy and condition rules as full-price items.

What is OhPolly’s return address?

The returns address will be on the label generated when you start your return online. Do not send returns to the address on your delivery parcel, as this may be a different location.

I’m returning a gift. How does that work?

If you received an item as a gift, you can still return it. You will need the order number from the gifter. The refund will be issued back to the original payment method used by the person who bought the gift, unless they arranged for store credit.

Final Tips for a Stress-Free Return

To wrap up, here are a few final pieces of advice to make sure your return experience is as smooth as possible.

Read the product description and size guide carefully before ordering to reduce the chance of needing a return.
When your order arrives, open it promptly and check the items within the first few days.
Keep all packaging until you are sure you are keeping the item.
Always, always get that proof of postage from the post office clerk.
If you have any doubts, review the official policy on the OhPolly website before starting your return, as terms can occasionally be updated.

By understanding the OhPolly returns policy inside and out, you can shop their collections knowing exactly what to do if an item isn’t quite right. It gives you the freedom to choose with confidence, making your overall shopping experience much more enjoyable.