How do I pay for my order? When ordering online, you can simply pay via PayPal or using your debit/credit card – it's pretty simple and only takes a few moments! Alternatively, you can call us on 0151-345-0980 and we can take payment over the phone if it's easier for you.
When will I be charged? Payment will be taken immediately after placing your order and sent to a wonderful children's charity called Gifts4Kids Cambodia (G4K) so please don't worry when this name appears on your bank statement.
Can I amend or cancel my order? Although we package and post your order within just a couple of hours (providing you place your order before 4pm), we do understand our lovely customers can sometimes wish to amend or cancel their order! This is absolutely fine by us as long as your order has not been shipped - simply pop us a message right away letting us know what you'd like us to do with your order, or better still you can call us up on 0151-345-0980 before 5pm weekdays!
Will my item look exactly how it looks in the picture? Certainly! We provide original images of our products on each listing but please don't get confused between these and the celebrity images that also feature on each page. We do take inspiration from catwalk looks and celebrity style so we'll sometimes upload an image of the original product next to our very own take on it. This helps you decide how to style your garment… not that you fashionistas need any assistance! ;)
What are your sizes like? Our items run true to size but they're designed to fit and flatter your best assets so if you're in-between sizes we'd recommend you go for the bigger size. If you would like some support from our Polly stylists you can call us on 0151-345-0980 or drop us a message!
Do I have to order online? Of course not. We're very happy to take payment over the phone if that's more convenient for you. Just call us up on 0151-345-0980 and please have your card ready!
What are the methods of payment? If you're ordering online, you'll be given the option of paying via PayPal, using your debit/credit card or making a transfer from your bank account. You can also pay over the phone and speak to one of our lovely customer service advisors on 0151-345-0980 from 9am-5pm weekdays!
Is my payment Info safe? Of course! None of our payment systems record any of your payment details and none of this information (beyond how much you have paid) is viewable by us. Your details are not shared with any third parties and are completely secure.
How much is delivery? We're delighted to offer FREE 2nd class delivery to all of our UK customers. However, if you'd prefer a quicker service we do have two other options available for you once you reach the check-out stage. Please select them from the "Postage Options" drop down menu. They are as follows:
- 1st Class Delivery - This is an additional 50p which will be automatically added to your total cost. This service aims to get your package to you within approximately 1-2 business days.
- Special Next Day Delivery - This is an extra £7 and guarantees your item to arrive before 1pm the following day providing you place your order before 4pm.
If you're an International customer, we charge a very small fee of just £4 and with that you can order as many items as you wish!
When I try to track my order there are no available details. We're so sorry you are having trouble tracking your package. Sometimes Royal Mail can take a couple of days to update the status of your parcel, but please send us a message if you're still having difficulty after 48 hours.
When will my order be shipped? If your order is placed before 4pm we'll dispatch it that very same day. Any orders placed after 4pm will be sent out the following business day.
How long does International delivery take? While we cannot guarantee exact delivery times due to the complicated nature of international mail delivery (use of air, road and rail) plus the variability of customs clearance, we have created an indicative chart of delivery estimates below:
- Western Europe - 4 business days.
- Eastern US and Canada - 5 business days
- Eastern Europe - 6 business days
- Western US and Canada - 6 business days
- North Africa and Central Asia - 7 business days
- South America, South Africa, Far East Asia and Oceania - 8-10 business days
Will I be charged customs and imports duties? Depending on the value of your order, your package may or may not be charged customs or import taxes. In our experience, if you are ordering a single item any charges are likely to be very small.
However, if your parcel does incur customs taxes or duty it's entirely up to you (as the receiver) to cover these costs. Unfortunately, as these charges differ from country to country we are unable to directly advise you on what these might be. We recommend contacting your local customs office prior to ordering so you're not surprised by any unexpected delivery charges.
Returns Policy - If for any reason you are not completely delighted with your purchase, we will happily accept a return for an exchange or full item refund. Returned items must be received within 30-days of receipt for UK orders and within 40 days of receipt for International orders. Please do your best to try on, handle and repackage the items with care. Any merchandise returned must be received back in its original condition - this means it must be unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached. Please fill-in and include the returns form (found on the reverse side of your invoice) along with your returned item to enable us to identify you and process your return as quickly as possible. The return address is: Polly Couture, Unit 3 , Durley Park Close, North Cheshire Trading Estate, Prenton, Wirral, CH43 3DZ Note that we always recommend returning your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us. We aim to process all returns within 24 hours of delivery to us, at which time we will issue a full refund or exchange and will follow up with a return confirmation e-mail. All refunds will be processed through PayPal unless a payment was made via a credit/debit card over the telephone, in which case your refund will be debited back to your card. Please note that as we are a charity, we regret to inform that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part. In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.
How long after purchase can I make a return? For UK customers we offer a 30-day return promise which means you have a whole month (from the day you receive your parcel) to send your item(s) back to us for either a refund or an exchange. For International customers, we allow up to 40-days which is more than enough time for you to post it back to us.
How do I return an existing item? If for any reason you are not completely delighted with your purchase, please fill in the returns form found within your package and include this with your returned item. Pop it back in the post to us at Polly Couture, Unit 3, Durley Park Close, North Cheshire Trading Estate, Prenton, Wirral, CH43 3DZ. This will be more than enough information for us to easily identify you and process your return request as efficiently as possible.
I have lost my returns note. Please don't worry if you've misplaced your returns note – we're still happy to accept your return. It'd be great if you could include a note within your package simply stating your full name, eBay ID and whether you'd prefer a refund or exchange. This is just so we can identify you and process your return request quickly.
I returned an item and it was incorrectly refunded or replaced. We're really sorry if we've made a mistake with your exchange/refund. Please send us a message or call us on 0151-345-0980 so we can fix this for you right away.
Am I still able to return my item if there is make-up or fake tan around the neckline? Unfortunately we're only able to accept returns back in the immaculate condition they were received in.
I have received a faulty item. We're truly sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process and has somehow slipped through the net. Please send us a message or call us up on 0151-345-0980 so we can organise for another one to be sent to you!
I have received an incorrect item in my order. We're really sorry if we've made a mistake with your order. Please send us a message or call us on 0151-345-0980 so we can fix this for you right away.
Do I have to pay for return postage? Unfortunately we're unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.
About Polly -
For any blogging/press enquiries please contact firstname.lastname@example.org (Brand Manager) or email@example.com (Brand Promoter)
Do you offer wholesale discounts? Polly Couture is pleased to offer wholesale discounts for small boutiques or online sellers who are interested in purchasing from us.
Minimum Order Quantities: The discounts offered correspond with minimum order quantities. Your wholesale order can be made up of multiple different items and sizes from our boutique.
Delivery: UK recorded delivery is free of charge. International delivery (sent via a recorded service) will require an additional £7 delivery fee regardless of quantity ordered.
Payment: We accept wholesale payments via bank transfer only. Prices shown are inclusive of VAT for all EU and UK customers and a VAT invoice can be provided.
Minimum Order Quantity: 20 items
Minimum Order Quantity: 50 items
Minimum Order Quantity: 100 items
How to place an order:To place an order please contact our friendly customer service team on 0151 3450980. Alternatively, you can send an e-mail to: firstname.lastname@example.org