Princess Polly Reviews 

I placed on order on the U.K. site on 6 August. Shipping policy said delivery within 3-5 business days. 3.5 weeks later I’m still waiting. The tracking link shows no update since 7 August, I’ve emailed Princess Polly twice to complain and to request a refund. Their only reply is that ‘it’s on its way and will be with you shortly, get in touch in another 7-10 days if it still hasn’t arrived’. They have not agreed to issue a refund and frankly I feel like I’ve been scammed. This was the first time I’d ordered from them and will never buy from them again - steer well clear.

We would like to recognize our very helpful cashier during our returning and ordering online process! Unfortunately, we did not get his name but it was on Monday September 1st and he had the prettiest curly hair and nice blue eyes! He was super sweet and helpful during our transaction and we appreciate him so much!

really fast shipment, order processed smoothly

Wish I’d read the reviews here before ordering! Ordered sun glasses and a few hair accessories. In fairness the order arrived quickly and faster than expected.

The product quality is really poor. One of the pairs of sunglasses are unwearable as the pads that sit either side of the nose are wonky. Literally not fit for purpose.

Returns policy: they deduct $6.95 shipping and don’t refund taxes duties, taxes, VAT. Not sure that’s even legal.

Either way, avoid, avoid, avoid

I placed an order on July 16 with a shipping timeframe of 6 business days. When the package hadn’t arrived by July 29. I reached out to their customer service, who responded quickly with a canned response about 6 business days-July 29 was the 9th business day- and said I had to wait until the end of the day on August 4th. I reached back out on August 4th and was put off again until August 9th. I was unwilling to accept that and told them as much. I said that I would just do a chargeback with my credit card company if they were unwilling to do the right thing. I also reached out to the delivery partner, OnTrac, who opened a case and ultimately decided that the package was undeliverable because the could not locate it and advised me to contact the seller. I contacted Princess Polly with the new information and there latest 3 emails say that their policy says they can’t do anything for me until August 29, a full 44 days after I placed my order. Obviously, I will not be waiting for their “resolution” and have initiated a chargeback, but, buyer beware, you’ll be lucky to receive your package.

I had a smooth shopping experience at the Soho Princess Polly location. It was well organized, and I found a really cute belt and dress. The only real downside was that the photo booth was broken, but it’s so cool that they had one in the first place. The person who checked me out was polite and efficient, but the rest of the staff wasn’t particularly helpful, and I’m pretty sure I overheard two discussing the appearance of a customer in a snide way, which is the main reason I’m not giving a 5/5. However, this seems to be a problem with the character of these two bitter individuals, rather than a problem with the staff and store as a whole.

Would give zero stars if I could.
I’m a UK customer and I can say that I’m absolutely appalled by my entire experience.
First off, there are hidden taxes you don’t see until you’ve made the purchase. Be like every other US company operating in the UK and include your taxes in the price you see. Not that hard.
Second of all, once I noticed I was paying nearly £50 in ‘taxes’ I tried to cancel my order immediately. Of course, they didn’t even acknowledge that email and sent the order regardless. Nice.
On the UK site, when you click ‘quick buy’ for example size 8, they will add a UK size 12 to the cart. When you click on the item and add size 8, they will add a UK size 8. What a mess. Again, they need to sort this out. It’s so simple. I ended up with most of the items I purchased being in the wrong size. I sent follow up emails, 5 of them. 3 weeks later I’ve heard nothing back. THIS IS A JOKE OF A COMPANY WHO DO NOT GIVE A FLYING CRAP ABOUT THEIR CUSTOMERS POST SALE. I will never purchase from this shambles of a company again.

I ordered a white maxi skirt, been waiting for a month with no updates on tracking so I don’t think it ever shipped honestly. It came up on my phone that my order was cancelled, lost in transit so they said which I do not believe. Garbage company with the worst customer service imaginable. Will never order from them again. It’s been about a month since the order was placed so I put the 1st and said it shipped July 5. Do not order from this company.

I ordered the kenzie dress, and it is unreal, it’s perfect and exactly like the photo, if anything it is prettier in real life, the quality is amazing. However I did have difficulty when it comes to tracking the order, and receiving it, but I am very pleased overall, I recommend!

The quality of my pants is really good, however I got them on sale and I'm not a huge fan of the fact that you cannot use coupons when the pieces of clothing are on sale. I also don't like that you cannot stack coupons/discounts.

Dear Princess Polly Team,

This was my first and unfortunately last order with you. I am extremely disappointed with my experience. All of the items I received arrived with strange stains or marks on them. I took photos and sent them to your customer service, but I haven’t received any response for days.

I simply want to return these items and get a refund. It’s incredibly frustrating to receive damaged clothing and then be completely ignored when trying to resolve the issue. I expected much better service.

I hope someone finally gets back to me soon.

Kind regards,

I loveee the company. Shipping is always so fast and the products come out good quality and durable.

Items did not arrive. Delivery date keeps moving. They were for a school prom which has now passed.
Can't get a response from customer service
If I call, which involves calling the US, the AI agent cheerfully cuts me off. Still trying to get my money back.
Disgraceful. Do not use Princess Polly - they are either incompetent or deliberately ripping people off

Girl it’s not worth it! I’m been ordering from here for years and the clothes are cute and trendy. However, if you have any issues with packages or shipping, customer service is nonexistent and you end up wasting your money.

I ordered a package of up to $150 and the tracking system said it was delivered, and after checking every place possible, and it was not. I reached out to the carrier and customer service for assistance. The carrier put in a ticket and told me I had to follow up with the retailer, (Princess Polly). When I contacted them through phone, the rep was pretty rude and told me I had to wait 5 business days even though it had marked my package as delivered. When I followed up after 5 days, the phone line had me on hold for a while, and then they disconnected it before I could reach anyone. Their text line never responded (I sent mid-day weekday business hours). I’ve sent 2 emails that never were responded to. I’m up to a week after supposed delivery date and no response, no refund, and no items that I ordered.

Long story short, order with caution since they do not help with issues in shipping (no refund or resending the items) or provide good customer service. If your clothes deliver, they are cute. However if you have any issues at all, good luck getting anyone to help and you wasted your money for nothing!

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.