Refund policy

At POLLY VELLE, we want you to feel confident with every purchase. We understand that sometimes an item may not be quite what you expected, and we're here to help make the return process as clear and convenient as possible. Please review our Return & Refund Policy below.

Return Eligibility

We accept return requests within 30 days of delivery.

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

  • Items must be unworn, unused, unwashed, and unaltered.

  • Items must be returned in their original condition, with original tags and packaging where applicable.

  • Proof of purchase or your order number must be provided.

  • Items must not show signs of wear, damage, washing, or alteration.

Please contact our Customer Support Team before returning any merchandise. Returns sent without prior authorization may not be accepted.

Non-Returnable Items

Certain items may not be eligible for return, including:

  • Items marked as final sale or non-returnable.

  • Items that have been worn, washed, altered, or damaged after delivery.

  • Items that do not meet the return eligibility requirements outlined above.

Any applicable exceptions will be communicated in the relevant product listing or at checkout.

How to Request a Return

To initiate a return, please email contact@pollyvelle.com with the following information:

  • Your order number.

  • The name of the item you wish to return.

  • The reason for your return.

  • Clear photos if the item arrived damaged, defective, or incorrect.

Our Customer Support Team will review your request and provide return instructions if your return is approved.

Please do not send items to our business correspondence address. It is not our return warehouse. You must receive the correct return instructions before shipping any items back.

Return Shipping

Unless an item arrives damaged, defective, or incorrect, customers are responsible for return shipping costs.

We recommend using a trackable shipping service and keeping your shipping receipt until your return has been received and processed.

Original shipping fees are generally non-refundable unless otherwise required by applicable law or the return is due to an error on our part.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact contact@pollyvelle.com as soon as possible.

Please include your order number and clear photos showing the issue. Our team will review the information and work with you to determine an appropriate resolution.

Please wait for our instructions before returning the item.

Refund Processing

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5–10 business days. Your bank or payment provider may require additional time for the funds to appear in your account.

If you have not received your refund after the expected processing period, please contact your payment provider or reach out to our Customer Support Team for assistance.

Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at contact@pollyvelle.com.

We will do our best to accommodate cancellation requests before an order enters processing or shipment. Once an order has been processed or shipped, cancellation may no longer be possible, and you may need to follow our return procedure after delivery.

Refused or Undeliverable Shipments

If a package is refused or returned to us because of an incorrect address, failed delivery, or other circumstances attributable to the customer, additional shipping or handling costs may apply where permitted by law.

Any refund for a returned shipment will be reviewed after the package has been received and assessed.

Important Notice

POLLY VELLE reserves the right to refuse returns that do not meet the conditions outlined in this policy, subject to applicable law.

Nothing in this policy limits any consumer rights that cannot legally be excluded.

Please contact our Customer Support Team before returning any merchandise to ensure your return is handled correctly.

Contact Us

If you have any questions about returns or refunds, please contact us:

POLLY VELLE

Email: contact@pollyvelle.com

Business Address

3731 Southwest Durham Dr, #106
Durham, NC 27707
United States

Business Correspondence Only – Not a Return Address

Please contact Customer Support for return authorization and the correct return instructions before sending any items.

Our Customer Support Team aims to respond within 24–48 business hours.

Thank you for choosing POLLY VELLE. We appreciate your trust and are committed to making your shopping experience smooth, welcoming, and enjoyable.