Refund policy

We want you to love your purchase! If you’re not completely obsessed with your new look, we’re here to help with an exchange or refund.

1. Return Windows & Conditions

Full-priced items can be returned for an exchange or refund within 30 days of delivery, provided they meet the following "Fresh & Flawless" requirements:

  • Original Condition: Items must be unworn, unwashed, unstained, and free of any scents (perfume, deodorant, body odor, or detergent).

  • Appearance: Items must be free of makeup, fake tan marks, or any other stains.

  • Tags & Packaging: All original tags (including Ace Pollys hangtags) must be attached. Items must be returned in their original packaging.

  • Footwear: All footwear returns must include the original shoebox in its original condition, without postal labels attached directly to the box.

  • Accessories: Handbags sold with a dust bag or other packaging must be returned with the original dust bag and packaging.

2. Non-Returnable Items (Final Sale)

For hygiene and clearance reasons, the following items are not eligible for return or exchange:

  • Sale Items: Any products marked as "FINAL SALE," items with a crossed-out “was” price, or items listed in the sale section.

  • Hygiene Sensitive Products: Intimates, stockings, hair accessories, hats, earrings, personal massagers, and cosmetic/beauty products (including self-tanners and style helpers).

3. Additional Information

  • Processing Time: Returns may take up to 14 business days to process once they arrive at our warehouse.

  • Refunds: Once processed, refunds may take 1–5 business days to appear in your account.

  • Shipping Fees: Original shipping fees are non-refundable.

  • Condition Check: Items that do not meet these conditions will not be accepted.

4. Need Help?

If you have any questions or need assistance with your return, our team is ready to help!

Thank you for shopping with Ace Pollys! ✨