Refund policy
At Polly Lulu, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help. Please review our Return & Refund Policy below before submitting a return request.
Return Window
We accept eligible returns within 30 days from the date your order is delivered.
To qualify for a return, all items must:
- Be unworn, unused, and unwashed.
- Be returned in their original condition.
- Include all original tags attached.
- Be free of stains, makeup, perfume, odors, pet hair, or other signs of use.
- Be returned in the original packaging whenever possible.
Items that do not meet these conditions may not be accepted.
Non-Returnable Items
For hygiene and safety reasons, the following items are not eligible for return:
- Final Sale items
- Gift Cards
- Bodysuits
- Underwear & Lingerie
- Swimwear with the hygiene liner removed
- Earrings
- Personalized or custom-made products
- Beauty accessories
- Items damaged through misuse or improper care
How to Request a Return
Please contact our Customer Support Team before sending any item back.
Customer Support Email
To speed up the process, please include:
- Order Number
- Full Name
- Email Address
- Item(s) you wish to return
- Reason for the return
- Photos if the item is damaged, defective, or incorrect
After your request has been reviewed and approved, we will provide detailed return instructions along with the appropriate return address.
Returns sent without prior authorization may not be accepted.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to:
- An incorrect item shipped by us
- A damaged item upon arrival
- A confirmed manufacturing defect
Original shipping charges are non-refundable.
For your protection, we recommend using a shipping service that provides tracking information.
Damaged or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days after delivery.
Please provide:
- Order Number
- Photos of the product
- Photos of the shipping package
- Photos of the shipping label
Our Customer Support Team will review your request promptly and arrange an appropriate solution.
Refund Process
After your returned package has been received and inspected, we will notify you of the outcome by email.
If your return is approved, your refund will be issued to your original payment method within 5–10 business days.
Depending on your financial institution, additional processing time may be required before the refund appears in your account.
Order Cancellation
Orders may be canceled within 12 hours of being placed.
Once an order has entered processing or has already been shipped, cancellation requests can no longer be accepted.
Additional Information
Please note:
- All returns require prior approval from our Customer Support Team.
- Unauthorized returns may be refused.
- Items showing signs of wear, washing, alteration, or damage after delivery are not eligible for a refund.
- Please package returned items securely to avoid damage during transit.
- Polly Lulu reserves the right to refuse any return that does not comply with this policy.
Return Address
The address displayed on our website is provided for business correspondence only and is not our return warehouse.
Please contact Customer Support before returning any merchandise to receive the correct return address.
Contact Us
Polly Lulu
Business Address
25761 Whitman Rd
Menifee, CA 92586
United States
Business Correspondence Only – Not a Return Address
If you have any questions regarding returns or refunds, please contact contact@pollylulu.com. Our Customer Support Team typically responds within 24–48 business hours.
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