TERMS AND CONDITIONS
In using this website, you are deemed to have read and agreed to the following terms and conditions: The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and any or all Agreements: “Client”, “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions. “The Company”, “Ourselves”, “We” and “Us”, refers to our Company; Oh Polly Ltd, Registered in Scotland with the Company number SC504402. Located at Oh Polly Ltd, Floor 2, 175 West George Street, Glasgow, G2 3LB, United Kingdom. We are VAT registered number GB274985741. “Party”, “Parties”, or “Us”, refers to both the Client and ourselves, or either the Client or ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner, whether by formal meetings of a fixed duration, or any other means, for the express purpose of meeting the Client’s needs in respect of provision of the Company’s stated services/products, in accordance with and subject to, prevailing English Law. Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same.RETURNS & REFUNDS
Our Returns Policy applies to all purchases made on Oh Polly Ltd (T/A Oh Polly) and are incorporated by reference in these Terms.
Returns Policy
You’re more than welcome to return your unwanted item(s) back to us, following our terms and conditions below. Please take a look to ensure your return is accepted and processed within our returns policy.
UK Customers
- Orders must be returned back to us within 14 days for a refund or exchange, from the date your order is delivered, extended to 30 days for store credit.
International Customers
- Orders must be returned back to us within 30 days for a refund or exchange, extended to 45 days for store credit. These timeframes are from the date your order is placed.
Return fees
Please note, return fees are priced per return generated.
If you’re a new customer, your first return will be free of charge (excluding self post).
UK customers: If you’re returning for a refund, orders placed from 19th of February will be charged £3.95 per return.
Return fees will be deducted from your refund at the time we process it.
If you opt for Exchange or Store Credit then this will be FREE of charge*
*If you’re returning part exchange, part refund then your return will only be free if the value of your exchange item(s) outweighs the refund item(s).
International customers: Return costs may vary. We offer some subsidised return fees and some self-post, depending on the country you’re returning from. Refund and store credit fees will be deducted from your refund at the time it’s processed. Exchange fees will be charged when submitting your return. You can view all return fees here
Rewards points
Points earned: If you return anything from your order, the points you earned will be deducted for those item(s). This is why we have ‘Pending’ points, so that any returns made don’t affect your live (redeemable) points.
Points redeemed: Any points / money you redeemed on the order will be lost.
Original condition
Hygiene and customer safety is really important to us, therefore please do your best to try on, handle and repackage items with care. In line with our sustainability strategy, items must be returned back to us in their original condition – unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to cleaning charges or refusal.
Hygiene stickers must remain intact. Failure to return your item back to us without the hygiene sticker may lead to refusal.
If your return is refused due to not meeting our returns policy we’ll contact you to arrange sending the item back. If we don’t hear from you within 30 days, we’ll consider the item abandoned and reserve the right to dispose of it.
Any embellished items must be returned in the original box they arrived in.
NON-RETURNABLE ITEMS
Whilst returns are an important part of the retail process, not all items can be returned back to us. Our non-returnable items include: Nipple Covers, Briefs and Thongs, Socks, Face Masks, Eye Masks, Headbands, Headscarves, Hair Accessories, Ear Muffs, Halloween Accessories including Angel Wings, Fitness Equipment and Water Bottles. Swimwear is returnable however we do require the hygiene stickers to remain intact and failure to do this will result in the item being non-returnable.
Return outcomes
Returned items may be eligible for a refund, store credit or exchange*, providing your return is in line with the rest of our policy.
You can also now opt for our Shop Now return method** which allows you to choose from the below options:
In-line exchange: Exchange for the same item in an alternative size or colour at no additional cost. Subject to price amendments.
Exchange for something different: Exchange your unwanted item(s) for anything across our website, excluding pre-order items. Any additional cost will be paid by the customer upon submitting the return. If the item you choose costs less then the you can decide to receive the remaining amount via a refund or store credit, subject to policies.
*Exchanges are dependant on stock availability. Non-returnable items won’t be available for return. Items must be returned within the relevant return timeframes and policies specific to store credit, exchange, Shop Now and refunds. All shop now exchanges will be dispatched once your return has been processed / approved.
**Please note, all return totals displayed during Shop Now are in GBP. These totals will be the equivalent in your country’s currency whether you upsell or down-sell your return.
Processing time
We aim to process all returns within 5 Working Days (UK) / 25 days (International) of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card. Exchanges will be automatically processed as a new order and shipped out to you on standard delivery.
Please note, If you have ordered using a gift card and an additional payment method (e.g. debit card), the funds for the returned item(s) will go back onto the gift card first.
We’ll email you once we’ve received and processed your return.
Unreasonable Claims / Fair Use Policy
Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.
Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, ordering and returning higher than the average return rate (our team have the right to increase the fee it costs to return your items), unusual patterns of returns activity; where we suspect someone isn’t just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered.
If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company.
If you have placed a return for an instant exchange, we reserve the right to charge the payment card for the full price of the exchange if you have returned items that do not belong to the company.
Responsibility
Returned items are your responsibility until they reach us, so make sure they’re packed up securely and can’t get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you retain your proof of postage in case you need to contact us about your return.
We’re not responsible for any items that are returned to us by mistake. If we’re able to locate them (which is not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.
Please return each individual order separately. We are unable to process your return if two or more orders are returned within the same parcel.
OH POLLY RENTAL
For all rental items, see how to return here
Order Protection
If you’re an international customer (outside of the UK and EU) you are able to apply Order Protection at checkout which protects your order against loss, damage, theft and more. For approved claims, you’ll receive a refund or replacement dependent on the choice you opt for. Please note the Order Protection fee is non refundable.DISCOUNT EXCLUSIONS
Discount codes cannot be used in conjunction with other promotions, sale items, or the following collections: Bo+Tee Rebloom, RSVP: The Wedding Edit & Solaris.DELIVERY
1. Deliveries are made to the delivery address given at time of order. Customer accepts full responsibility for ensuring accuracy of information provided.
2. You accept and agree that we will not be held liable for deliveries that are delayed.
3. You accept and agree that we will not be held liable for deliveries that go missing. However we will make like for like replacements if a delivery goes missing due to the fault of a 3rd party (i.e. courier) after a sufficient time period has elapsed and after you agree to assist us in any subsequent investigations for compensation from said 3rd party.
4. We do not deliver to PO Box or hotel addresses.
5. As stated in Clause 10 within this Agreement, we will only refund outbound postage costs for the least expensive common/standard delivery method. The cost of expedited and priorty services will not be refunded over and above that of the least expensive common/standard delivery method.
6. Premium Delivery is only eligible for deliveries to the UK. It costs £9.99 per year for Unlimited Priority Delivery for UK customers. You will pay a one-off sum of £9.99 for the year and this will not automatically renew. Once the year has ended, you will need to re-purchase Premium Delivery for £9.99 to receive another year of Unlimited Priority Delivery. You must be signed in to your Oh Polly account to purchase Premium Delivery and for it to apply to future orders once purchased. You will not have access to this if you check out as a guest on the website. Premium Delivery will only appear on your account once your first order, with the £9.99 shipping fee, has been dispatched. The Premium Unlimited Priority Delivery cut-off time is 23:00 (Sun-Fri), so any orders placed after this time will be dispatched the following day. If you have purchased Premium Delivery, this option will appear at checkout for free. You will need to select this delivery method for it to apply. It will not automatically apply at checkout. Oh Polly reserves the right to change the order cut off time, alter or cancel Unlimited Priority Delivery at our discretion. During busy retail periods (including but not limited to Black Friday weekend and Cyber Monday) delivery times may take longer. From Monday 13th November 2023, to redeem Unlimited Priority Delivery orders must meet the £40 minimum spend (after applying any discounts or reward points). It is the customer’s responsibility to ensure the use of Oh Polly’s Unlimited Priority Delivery is in accordance with the terms and conditions. Customers will be informed of any significant changes to these terms and conditions. Your statutory rights are not affected. The free UK next day delivery for a year promotion is available to new customers only with a minimum spend of £60, for orders placed between Thursday 18th September 8:00am and Thursday 24th September 8:00am.
7. For delivery to the EU, orders will be sent using an enhanced Delivered at Place service (“eDAP”). This will ensure customers do not need to complete any paperwork or pay additional duties or taxes to receive their orders.
8. If you nominate a safe place or neighbour for your delivery, you authorise the courier to deliver your parcel without requiring a signature or direct acceptance. Delivery to your chosen safe place or neighbour will be treated as completed delivery. By selecting this option, you accept full responsibility and liability for the parcel once it has been delivered in accordance with your instructions. You accept and agree that we will not be held liable for any loss, theft, or damage that occurs after delivery has taken place to the safe place or neighbour you selected, and we will not be able to offer a refund or replacement for any issues arising after delivery. You should check with all residents at the delivery address and any nominated neighbours, and if you believe the parcel has been stolen, and should contact your local authorities.PRE-ORDERS
Estimated dispatch dates are subject to change. Occasionally, shipments may experience delays en route to our distribution hub. We may also make minor product adjustments based on customer feedback to ensure the highest quality. These updates can slightly affect dispatch times, and we apologise for any inconvenience caused.
SALES CONTRACT
1. Orders placed by you on the website www.ohpolly.com (the “Website”) for the products offered by us through the website are only an offer to conclude a sales contract. The sales contract is entered into upon the confirmation of the order by e-mail by us to you.
2. You are the individual or individuals placing the order (‘you’, ‘your’). You must be 18 years or over to enter into a contract with us by placing an order with us, you confirm that you are 18 years or over.
3. If you are not yet 18, you agree that you have obtained the bill payer’s permission to enter in to a contract with us.
4. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither party will need to get the agreement of any other person in order to end the contract or make any changes to these terms.