Refund policy

At POLLY IN LACE, your satisfaction is important to us. We want you to feel confident and beautiful in every dress you choose. If your purchase isn't quite right, we're here to help. Please review our Return & Refund Policy before submitting a return request.

Return Window

We accept eligible returns within 30 days of the delivery date.

To qualify for a return, all items must meet the following conditions:

  • Be unworn, unused, and unwashed.

  • Be returned in their original condition.

  • Have all original tags attached.

  • Be free of stains, makeup, perfume, odors, pet hair, or other signs of use.

  • Be returned in their original packaging whenever possible.

Items that do not meet these requirements 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

Please review product details carefully before placing your order.

How to Request a Return

Please contact our Customer Support Team for approval before sending any item back.

Customer Support Email:
vip@pollyinlace.com

To help us process your request efficiently, 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

Once your request has been reviewed and approved, we will provide detailed return instructions and 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 one of the following reasons:

  • An incorrect item was shipped by us.

  • An item arrived damaged.

  • A manufacturing defect has been confirmed.

Original shipping charges are non-refundable, except where required by applicable law.

For your protection, we recommend using a shipping service that provides tracking information. Please keep your tracking number until your return has been processed.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please provide the following information:

  • Order Number

  • Photos of the product

  • Photos of the shipping package

  • Photos of the shipping label

Our Customer Support Team will review your request and work with you to arrange an appropriate solution.

Refund Process

Once 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.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

If your refund has not appeared after the expected processing period, please contact our Customer Support Team for assistance.

Order Cancellation

Orders may be canceled within 12 hours of being placed.

Once an order has entered processing or has been shipped, cancellation requests may no longer be accepted. If cancellation is no longer possible, please refer to this policy to determine whether your order qualifies for a return.

Additional Information

Please keep the following in mind:

  • 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 prevent damage during transit.

  • POLLY IN LACE reserves the right to refuse returns that do not meet the requirements outlined in this policy, subject to applicable law.

Return Address

The business address listed on our website is provided for business correspondence only and is not our return warehouse address.

Please contact our Customer Support Team before returning any merchandise. Once your return request has been reviewed and approved, we will provide the correct return address and instructions.

Packages sent to the business address without authorization may not be processed as returns.

Contact Us

POLLY IN LACE

📧 Email: vip@pollyinlace.com

Business Address:

2155 Brandon Lee Dr SW
Marietta, GA 30008
United States

Business Correspondence Only – Not a Return Address

If you have any questions regarding returns or refunds, please contact us at vip@pollyinlace.com. Our Customer Support Team typically responds within 24–48 business hours.

Thank you for shopping with POLLY IN LACE. We appreciate your trust in our brand and look forward to helping you find dresses you love.