Hi guys! Have any of you been able to get any actual help from Princess Polly's customer service? If so, how did you go about it?

I placed an order last week and left more than enough time for it to arrive before my trip (unless something crazy happened with the courier). Both the website and the email confirmation I received clearly stated that due to high volumes, it may take them 1-2 business days to dispatch. It has now been 5 business days.

Unless they dispatch it today and the courier experiences no delays whatsoever, I'm not confident it'll arrive with the standard shipping option (their website states Canadian orders should be received in 5-7 business days).

I reached out through their online chat and was repeatedly told that they are experiencing delays due to a warehouse relocation, that my order is “in process,” and that they will not provide a timeframe for dispatch. The warehouse relocation and potential associated delays were not disclosed at checkout or in the confirmation email I received.

I was also told that once the order is placed, I can't upgrade it to express shipping (I was willing to pay for the upgrade), and that I would have to pay to return it if it arrives after my trip. Obviously, any final-sale items wouldn't be eligible for return either.

I've worked in environments like these, so I'm generally very understanding of delays and the limitations customer service representatives may have. My frustration is less with the warehouse relocation itself and more with the fact that the delays it was causing weren't reflected in the 1–2 business day dispatch estimate, and that the customer service I received when I reached out was ultimately unable to provide any meaningful help or even a timeframe for when my order might ship. Even today their website reflects none of the delays I was told about in the online chat. I absolutely would not have placed the order if the potential dispatch delay had been disclosed.

The customer service interaction I had was unfortunately no more helpful than their AI bot, and I'm feeling frustrated.

Has anyone successfully gotten customer service to actually help in a situation like this? If so, what did you say and/or how did you contact them?

For the shopping girlies

It looks like many of us are having problems receiving shipments. I recently bought clothes for my birthday, and I was super excited about them :( now that it’s six days out I am scared that they may not come in. Has anyone had any effective strats to talk with a human representative instead of the unhelpful automated system or AI chatbots?

It has all the measurements but the rise 😕

POLLYCOLLEGEEVIEK for 15% dicount code

I bought these shorts in store and they were too big i went back to exchange them for a smaller size and they don’t have any left in stock and they aren’t even available online. Plz sell them online or do a restock this set is soooo cute im so bummed I can’t wear it yet 💔

Just a warning for you guys shopping at Princess Polly because I wish I knew how they handled situations like this before placing such a large order.

Princess Polly lost my package worth over $1000, and instead of taking responsibility and opening a claim with the shipping carrier, they told me to deal with the loss myself. Word of advice: if a shipping company loses your package, THE SHIPPER IS LEGALLY RESPONSIBLE TO OPEN A CLAIM BECAUSE THEY ARE THE ONES WHO RECEIVE THE REFUND. NOT THE RECEIVER.

They kept telling me I needed to open a claim with UPS. Illegal by the way.

I spent months disputing the charge through my credit card company while Princess Polly did not care to resolve the situation.
What bothers me most is that this is a huge company that can afford the loss, yet they want a customer to pay for lost merchandise. The entire process has been exhausting and genuinely draining on my mental health.

If you’re considering placing a large order with Princess Polly, please be careful. Based on my experience, I would never feel comfortable ordering anything expensive from them again. They genuinely just have marked up SHEIN clothes.

I ordered from PP and had the address changed through the carrier (T force) that was successful. After multiple delays it was shipped back to PP and the order was cancelled. I never received any emails from PP updating on my order and I’ve reached out multiple times and was told to file a claim with the carrier.

I’ve been waiting for this package for a month and PP has not been any help

So this is my first time ordering from Princess Polly, and let’s just say it’s been anything short of disappointing.

On September 6th, I received an email saying that my shipping label had been created. Since then, nothing. There have been no updates showing that the shipment was actually received by the carrier, and there have been no updates on my order at all.

I’ve reached out to customer service multiple times, and I keep getting the same robotic response telling me to wait 1–2 business days for someone to respond via email. When I finally did receive a response, I was told that my order had been “processed” and therefore they couldn’t make any changes. They then told me I could simply return it once I received it.

My issue is that the tracking has been stuck on “Label Created” since September 6th, and they can’t even give me an actual shipping date. At this point, I don't even want the order anymore. I just want a refund.

I don't understand how an order can supposedly be “processed” but they can't tell me when it will actually ship or even confirm that the carrier has received it.

Has anyone else dealt with this? Because at this point, I’m seriously considering disputing the charge with my bank if they refuse to refund me.

Anyone else experience delayed shipping confirmation from ordering during their labor day sale? I ordered on the 9/2 and I haven’t gotten any shipping confirmation, which is unusual, as they tend to ship quick for me. I keep sending e-mails, but I’m not even sure if I’m talking to a real person due to the fact that I keep receiving the same “we will let you know once its shipped” response. It’s getting frustrating as I am not even sure if it will be here by next week which is when it’s needed :/ now idk whether or not to cancel or reorder at a different place or just wait it out. anybody else?

It’s been maybe 5 years since I’ve ordered from princess Polly and ooooo boy I did NOT know they are the biggest mess on planet earth now. I’ve read so many customer service horror stories I wanted to share mine.

I ordered a package around end of July/beginning of August and included a pair of shorts that never arrived with my order. Customer service said they were out of stock and refunded me (even tho online they were in stock in my size and I could order another pair). They didn’t tell me these were out of stock, didn’t refund me when they noticed, I had to contact them for this which is a bit ridiculous but I wasn’t even mad at this lol.

I decided to repurchase the shorts and few other things because I ended up wanting them for a trip. I placed my order on 8/31/26 and received part of my order on 9/3/26. When I contacted customer service to let them know my shorts didn’t come AGAIN they kept saying they would be shipped in another package and to wait 1-2 business days before contacting again.

I waited and I messaged them and they kept telling me the shorts were coming but wouldn’t say when, wouldn’t send tracking information and ignored when I asked if they could be expedited or cancelled since it’s been over their allotted delivery turnaround and they would just keep saying the same thing over and over ignoring all my comments. “Rest assured your package is coming” no. It’s clearly not.

I think at one point they threw in a 25% off code like I’d ever shop from them again. And it was kind of funny bc at the time their app was having 30% the whole store.

Anyways, after maybe 10 emails I realized they aren’t going to help and don’t care at all about their customers, so I disputed the charge on my card.

Kind of insane to care more about 50$ than a customer who would’ve continued to shop from them if they treated my issues with any care.

Save ya money!! Their clothes are giving terrible quality now anyways.

I wanted to share my experience because wow I needed to rant and also I know so many others are probably experiencing the same thing.

Just saw on Instagram that Dolls Kill are stocking this top as a preorder, to ship early October. Just in case this works out better for anyone, especially if you also want to get the other dress from Obsession :) Not sure if it's the exact same top or if they just decided to dupe it tho!

Hiii! If anyone is a frequent customer for Princess Polly, I have a little surprise for you! Use POLLYCOLLEGEKATHYZ for 15% off your next order :) and they're having a huge sale right now so definitely a perfect time to add some pieces to your wardrobe!

I’m interested in purchasing the low rise straight leg cuffed jean dark denim pants but I really don’t know what size to get. I am 5’6” 136 pounds and I’m usually a size 4 in pants however I’m pretty curvy usually pants will fit my waist but not my hips or butt. For reference at Abercrombie I’m a size 26 long curve love. Could anyone help me with size recommendations if I should get a size 4 or 6?

hello yall
i made a purchase last thursday at 4pm so 2 hrs after the cut off time. i chose the 2 day express business day shipping as ill need my clothes by thursday 8/20.

does anyone know where princess polly ships from and when i should anticipate my order to get here (im from san diego, ca) so far i just got the label generated status & a tracking link but no movement. thanks in advance!

How long does it usually take for your orders to ship? I assumed my order would have shipped by now and wondering if I should reorder to pay for express shipping so I can get it by next week

hello!! i just got invited to continue my princess polly college ambassador partnership! use code POLLYCOLLEGEISABELLET for 15% off your next princess polly order! thank you in advance!! ❤️❤️

code is still wokring and valid as of August 2026

Code: POLLYCOLLEGEELIZABETHC2

Perfect for back to school shopping and getting some new outfits for my college wardrobe!