Princess Polly Reviews 1,591

I returned a pair of jeans that didn’t fit- completely unworn, tags intact, within the return window - and it was rejected twice with no clear reason. I’ve asked for clarification and all I keep getting is “does not meet return requirements,” with no explanation.

This is completely unfair and feels like a scam. If you offer returns, honour them. I’ve been a long-time customer but I won’t be shopping here again unless this is resolved properly. Others should be warned.

I regularly buy from Princess Polly, and this wasn't the first time I was returning something I bought online. However, this time the refund process took so long, and I didn't even get my full refund. I even opted for the gift card refund option so I wouldn't lose money for shipping the items back. I returned 2 items since they were too small for me, and my return arrived at their facilities by 6/9. I didn't get my gift card refund till 6/18, and it was for only one of the items. I kept emailing them and even tried calling them, and spoke to their AI system, which told me they didn't know why I was only partially refunded. Today, I got an email saying that my package was received without the item they didn't refund me for, but the package didn't seem to be tampered with. They suggested I file a claim with the shipping carrier for the missing item. I know for a fact I included both items for return. Why would I keep an article of clothing I can't even wear? The fact that the package wasn't tampered with means the Princess Polly facilities lost my item and are not taking responsibility.

The top I ordered arrived outside the shipping time that was promised me. Also the top arrived damaged. Customer service is terrible. They promised me a refund. Didnt hear from them for a few weeks. Emailed them again and had to send photos of the broken top AGAIN. Never heard from them for weeks. Contacted again…. Now they are saying that the return period of 30 days expired. Yes because you guys didnt awnser my emails. Now im stuck with a top that costed me more than 50 euros and is poor quality af. Dont order from this shop!!

I ordered a dress and a pair of shoes from Princess Polly on May 24, opting for express shipping since this was meant to be my graduation outfit. Unfortunately, the package was declared lost by June 2, which I understand is out of the company’s control.
However, the real issue began with their customer service. I called as soon as the tracking stalled, and while they refunded the express shipping cost, they told me to call back on June 6 if the package hadn’t arrived. I did, only to be told to call back on June 11, and then again on June 16.
This repeated delaying cycle was frustrating, especially since it was clear the package had not moved. Each call led to no real action. I was hung up on more than once and had to push hard just to get a refund, despite the mail delivery service clearly stating the package was lost and that the seller should handle it.
The lack of urgency, accountability, and compassion from Princess Polly’s customer service was incredibly disappointing. They seemed poorly trained, unhelpful, and rude.
This experience completely ruined my graduation outfit plans, and I wouldn’t recommend ordering anything time-sensitive from them, especially if you might need support resolving a delivery issue.

Honestly the worst brand ever.
The shipping times are completely misleading and I have been waiting for a parcel for over 20 days which I specifically ordered so it would come in time for my graduation. Complete lack of communication and to make matters even worse they have ignored both emails to customer service when they said they would respond. Save yourself the trouble and do not buy from this brand.

So ugly, so cheap and so…. Oversized? I ordered a size 4 which might as well have been a 6-8 it was enormous. The fabric was itchy, and terrible quality. The neckline oversized and hideous. God forbid a girl wants to look cute at the club. Never again.

I ordered a dress from Princess Polly in late May. It was cheaply made and the zipper was broken. This dress was made for one body type only and that is basically stick thin. For reference, I am around 118 lbs and 63” and ordered a size 0 which is my size for everything and this dress barely fit. I returned it and never got a refund. I emailed customer service 3 times and never got a response. I left two honest reviews which obviously they didn’t post to their site. I double verified I didn’t use a scam knock off site for my order or to get my customer service contact. Nothing. I paid $90 for a garbage product and non existent service showing zero respect for their customers. Do not order from this company, there are several other clothing brands that will give you must better quality and attention. Princess Polly is either filled with incompetent employees who don’t know how to use email or basically just money grabbers.

I love princess polly. They have quality items for an affordable price. Designs are creative, unique, but have a pulse on what is desired each season. I have received compliments on their outerwear, denim, and tops. Sizing is spot on and I hardly have to return, but when I do it is absolutely seamless.

- Did not include VAT in checkout, only received an email including charges for VAT AFTER I paid (it was 55 pounds)
- emailed customer service within an hour, and they refused to cancel the order - when it is not even dispatched yet and got told they they WOULD NOT REFUND VAT
- Received my order after one week and only 2 of the 3 items came
- emailed customer service and they have not been offered a fair solution yet

Save yourself some time and money, don't buy from Princess Polly

I placed a order on Monday 05/19/2025. I used my work address for delivery. I check my delivery status today 05/22/25 and it read that my order was deliver on the 21st however at the supposed time that i was deliver the gate was locked so there no way they could of deliver it in front of the building. I contact Princess Polly customer service and their answer was that it was not their problem. Please do not purchase from them

Sizes were not accurate and were not labelled as AUS sizes on the website when I ordered. They also did not provide me with any tracking information and 2 days before delivery they sent me an email saying my order will arrive soon (but still no tracking info shared). I went to the post office to return the clothes because the sizes were incorrect the cost to ship was the TOTAL AMOUNT of my order to ship it back! I wanted to ship it back and rebuy the proper sizes but I will not be shopping with Princess Polly EVER. Absolute nightmare!

super cute and all the clothes are really trendy for summertime!! I've been shopping here for over 7 years.

The clothes might be cute (but poor quality) but the business definitely isn't! As other reviewers found, am extra £50 was added to my invoice despite the website saying no extra duties would be added. This is added when you receive your email invoice so isn't the price you agree to pay on the website - very sneaky and unethical! Additionally, they charged me full price for sale items and then were incredibly dismissive and unhelpful, only offering me a small discount on my next order as compensation.

Ordered a graduation dress for the first time, and courier delivered it to the wrong apartment complex. My apartment office confirmed it never arrived, and the photo provided of delivery was NOT of my apartment complex or the package room. I gave them my correct address, but it was clear they dropped it off to another apartment complex by accident. I was given the run around by Princess Polly customer service, and OnTrac their courier. After investigating, the courier said there was nothing they could do and that they delivered it "to the correct address".

After reaching out through email and instagram because Princess Polly customer service wouldn't respond, they finally sent back a passive aggressive email that felt like they were insinuating I was lying- saying they'd refund me only once, and that OnTrac confirmed they delivered it to the right address. I was going to send comparative photos in response showing the difference of what my apartment complex package room looks like and what the image the courier submitted looks like, but felt that was so unnecessary given it's a literal dress.

Honestly, just disappointed in how their customer service responded in such an accusatory manner when I just wanted a product I paid good money for.

Bought a few dresses for my daughter for a dance. Kept the one we liked and returned the rest within the return window. Got an email saying the package was received by PP, but two weeks later the return still wasn’t processed. I had to email them to get it done which took more than one email with a 3-4 day response time. When the return was finally processed it was $60 short. They claim one item wasn’t in the bag. I packaged it myself and am absolutely positive I returned it. I emailed again letting them know it was in the bag only to get a one time discount code. I will NEVER purchase from them again. Crooked company with absolutely horrible customer service.

Was slightly discouraged to order from here to the Uk at first dye to bad reviews, however my order arrived in good time and is stunning ! Would highly reccomend this company and the pink south of France maxi dress 💕

Quality items—easy returns—unfiltered product reviews. PP is my go to site for basics and cute fits.

I was charged over $50 more than the subtotal and VAT shown at checkout, with no clear explanation. The site stated “no extra duties to be paid,” but duties were silently added — only visible after payment and only in the GBP invoice.

Customer service was slow to respond and didn’t initially clarify the charge. This feels deliberately misleading. If you’re ordering internationally, double-check everything! Extremely disappointing — avoid this company. I ended up losing £50 in charges despite returning everything.

Experienced a missing parcel, the courier chosen by Princess Polly had lost my parcel the week of placing my order. I was advised I would have to wait 14 days before raising it as lost, after the 14 days I was then told I would have to wait another 2 weeks before I could raise the parcel as lost.
When I raised this with them and provided proof of this conversation they decided to ignore my emails. Still waiting a refund.
Disgusting customer service would not recommend.

I received a defective/low quality item and I left an honest review - "The dress came with threads pulled and the material is cheap, too-soft feeling polyester instead of cotton.. I'm not sure why they couldn't have made this dress in cotton instead!"

I submitted it weeks ago, verified my review and they never published it. I tried again yesterday (verified) with a shortened version and they didn't publish it.
They don't post negative reviews, especially 1-star ones.

Good to know they don't want you to know the truth about their products (or their terrible customer service)!

To Princess Polly: what does an international return policy have to do with you not posting negative reviews of your faulty products?