In using this website, you are deemed to have read and agreed to the following terms and conditions: The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and any or all Agreements: "Client", “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions. "The Company", “Ourselves”, “We” and "Us", refers to our Company; Oh Polly Ltd, Registered in Scotland with the Company number SC504402. Located at Oh Polly Ltd, Floor 2, 175 West George Street, Glasgow, G2 3LB, United Kingdom. We are VAT registered number GB274985741.  “Party”, “Parties”, or “Us”, refers to both the Client and ourselves, or either the Client or ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner, whether by formal meetings of a fixed duration, or any other means, for the express purpose of meeting the Client’s needs in respect of provision of the Company’s stated services/products, in accordance with and subject to, prevailing English Law. Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same.

Our Returns Policy applies to all purchases made on Oh Polly Ltd (T/A Oh Polly) and are incorporated by reference in these Terms.

Standard Return Timeframes

Online orders must be returned back to us within 14 days for a refund or exchange, extended to 30 days for store credit. This is from the date your order is delivered.

In-store purchases can be returned within 30 days for an exchange or a store gift card and cannot receive a refund.

Sale items are returnable for store credit or exchange only.

Any purchases at a pop-up or sample sale are final and returns are not accepted.

Standard Return Timeframes - From July 20 2026

From Monday, July 20, 2026 there will be changes to our returns policy for online orders. Any orders placed on or after this date will be subject to the new terms outlined below.

Online orders must be returned for a refund within 7 days of delivery, exchanges within 14 days of delivery, extended to 28 days for store credit.

• If returning for a refund, a $9.99 fee will be deducted from your return total
• If returning for an exchange, a $12.99 fee ($9.99 if returned via Happy Returns) will be deducted from your exchange value.
• Register for store credit within 7 days of delivery, and your return shipping will be free, plus, we’ll add an extra 10% bonus to your store credit balance (up to a maximum of $25). If you opt in for store credit after the 7-day window, a return fee of $2.99 will apply.

For all returns after your first order, please note that our standard return timeframes apply to all subsequent orders, and a return fee will be charged per return generated.  Refund, exchange and store credit fees will be deducted from your refund at the time it's processed.

You can view all return fees here.

Original Condition

Items must be returned back to us in their original condition, unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to refusal.

Hygiene stickers must remain intact. Failure to return your item back to us without the hygiene sticker may lead to refusal.

If you receive a damaged item or your item becomes damaged upon wear, please contact our Customer Care team first, so they can resolve your issue, before registering a return.

For any items that contain multiple parts such as multipacks and 2-part sets, all parts must be returned within the same return parcel to qualify for a refund pending QC inspection of the returned items. Failure to return these items together may lead to refusal.

Any embellished items must be returned in the original box they arrived in.

Non-returnable Items

Nipple covers, briefs and thongs from our intimates range, Socks, tights, face masks, eye masks, headbands, ear muffs, headscarves, hair accessories, fitness equipment, Halloween accessories and water bottles. swimwear is returnable however we do require the hygiene stickers remain intact, failure to do so may lead to refusal.

Return Outcomes

Returned items may be eligible for a refund, exchange or store credit, providing your return is in line with the rest of our policy.

Exchanges are dependent on stock availability. Items must be returned within the standard policy timeframes for refunds, exchanges, or store credit.

All exchange orders will be shipped via Economy shipping and you’ll receive a new order confirmation email once the exchange has been processed.

If your order was originally purchased with a gift card and you select 'refund to original payment method', your refund will be added back onto the balance of your gift card.

Processing Times

We aim to process all returns within 15 business days of receipt, provided there are no issues with the items. Refunds are issued to your original payment method, while store credit will be sent via gift card.

Please note, If you have ordered using a gift card and an additional payment method (e.g. debit card), the funds for the returned item(s) will go back onto the gift card first. We'll email you once we've received and processed your return.

Unreasonable Claims / Fair Use Policy

Our team closely monitors return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered. 

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are different from what you purchased or attempting to return items that do not belong to the company. 

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up securely. We'd advise that you retain your proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the shipping cost.

Please return each individual order separately. We are unable to process your return if two or more orders are returned within the same parcel.

Protect+

Protect Plus covers lost, damaged, stolen packages in transit, delivered but not received claims, damaged/faulty items & return to sender issues. Please note that it covers outbound delivery only and not returns. Please note this fee is non-refundable.

Discount codes cannot be used in conjunction with other promotions, sale items, or the following collections: Best Dressed.

1. Deliveries are made to the delivery address given at time of order.  Customer accepts full responsibility for ensuring accuracy of information provided.

2. You accept and agree that we will not be held liable for deliveries that are delayed.

3. You accept and agree that we will not be held liable for deliveries that go missing. However we will make like for like replacements if a delivery goes missing due to the fault of a 3rd party (i.e. courier) after a sufficient time period has elapsed and after you agree to assist us in any subsequent investigations for compensation from said 3rd party.

4. We do not deliver to PO Box or hotel addresses.

5. As stated in Clause 10 within this Agreement, we will only refund outbound postage costs for the least expensive common/standard delivery method.  The cost of expedited and priorty services will not be refunded over and above that of the least expensive common/standard delivery method.

1. Orders placed by you on the website https://ohpolly.com/ (the “Website”) for the products offered by us through the website are only an offer to conclude a sales contract. The sales contract is entered into upon the confirmation of the order by e-mail by us to you.

2. You are the individual or individuals placing the order (‘you’, ‘your’). You must be 18 years or over to enter into a contract with us by placing an order with us, you confirm that you are 18 years or over.

3. If you are not yet 18, you agree that you have obtained the bill payer’s permission to enter in to a contract with us.

4. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither party will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

1. Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please carefully check your order at each page of the order process.

2. After you have placed an order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted.

3. We will confirm our acceptance to you by sending you an e-mail that confirms that the Products have been dispatched (“Dispatch Confirmation”). The Contract between us will only be formed when we send you the Dispatch Confirmation.

4. If we are unable to verify the delivery or payment information you have supplied we may restrict delivery to the address to which your credit or debit card is registered.

1. We accept all major credit cards (American Express / MasterCard / Visa) debit cards (Solo / Maestro / Visa Debit / Visa Delta / Visa Electron) and PayPal payments.

2. Your credit card or other account detailed at 4.1 above will be debited when you click on the “confirm” button.

3. Any credit card used for payment must be in the name of the person ordering and the same card must be carried at the time of delivery - it may be required for verification and obtaining signature on a credit card charge form for delivery.

4. All payments are processed through third party payment gateways using PCI Encryption. We do not store credit card details nor do we share customer details with any 3rd parties.

VAT, GST and/or sales tax (the Indirect Taxes) are included in product prices in select jurisdictions only.

Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures. If we accept and process your order where a pricing error is obvious and unmistakable and could have reasonably been recognised by the average customer as an error, we may end the Contract, refund you any sums you have paid and require return of any products provided to you.

1. This warranty is valid only to the original purchaser when a new piece is purchased from us.

2. This warranty is invalidated if you allow a third party to repair or attempt to repair any item.

3. In the event of a dispute as to the cause of damage, we reserve the right to send the Product to a mutually agreed independent third party assessor to determine the nature of the defect. Only if their judgement indicates a defect in material or workmanship will we repair the item.

4. This warranty does not cover expenses incurred by you due to a lack of proper care of your product.

5. Please keep your proof of purchase documents – they will be required for in order to procure warranty service in the event you wish to make a warranty claim.

6. Please notify Oh Polly Ltd (T/A Oh Polly) within 30 days of purchase in the event that you wish to claim a replacement for a defect.

1. As a condition of use of this Website, you agree to indemnify us from and against any and all liabilities, expenses (including legal fees) and damages arising out of claims resulting from your use of this Website, including without limitation any claims alleging facts that if true would constitute a breach by you of these terms and conditions.

2. Subject to the following sub clauses, in no event shall the aggregate liability of any party to the other (whether it contract, tort (including negligence) or otherwise) and in respect of all claims, losses and damages arising under or in connection with these Terms and Conditions:

1. Provided that this shall be subject to an overall limit of the total amount paid to Oh Polly Ltd under a confirmed order in respect of any and all claims, losses and damages arising under or in connection with these terms and conditions.

2. The above limits on liability shall apply in respect of (any indemnities provided by either party under this Agreement, including without limitation to the indemnities under clauses 12 Intellectual Property)

3. Each party's liability to the other in contract, tort (including negligence), misrepresentation (whether innocent or negligent), breach of statutory duty or otherwise arising out of or in connection with these terms and conditions shall not extend to any:

1. loss of profits;

2. loss of business opportunity;

3. loss of goodwill;

4. loss of data;

5. loss of anticipated savings; or

6. any special, indirect or consequential loss or damage whatsoever.

4. The parties agree that the limitations on liability within these terms and conditions are reasonable given their respective commercial positions and ability to purchase relevant insurance in respect of risks.

5. Notwithstanding the above or other limitations and exclusions of liability set out in these terms and conditions, neither party excludes or limits any liability for:

1. fraud or fraudulent misrepresentation; or

2. any breach of any obligations implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982 or Consumer Rights Act 2015; or

3. any other liability to the extent the same cannot be excluded or limited by law.

1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control.

2. A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

1. strikes, lock-outs or other industrial action;

2. civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

3. fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;

4. impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

5. impossibility of the use of public or private telecommunications networks;

6. the acts, decrees, legislation, regulations or restrictions of any government; and

7. pandemic or epidemic.

3. Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period.  We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

1. This website and its content is copyright of Oh Polly Ltd (T/A Oh Polly). All rights reserved.

2. © 2015-2025, Oh Polly Ltd. OH POLLY, the OH POLLY logo, BO&TEE, and the BO&TEE logo are trade marks or registered trade marks in the United Kingdom and certain other countries and are used under license. All rights reserved.

1. © 2015-2022, Oh Polly Ltd. OH POLLY, the OH POLLY logo, BO+TEE, and the BO+TEE logo are trade marks or registered trade marks in the United Kingdom and certain other countries and are used under license. All rights reserved.

Oh Polly Ltd (T/A Oh Polly) ("Oh Polly Ltd") respects and rigorously abides by intellectual property laws. Accordingly, Oh Polly Ltd (T/A Oh Polly) rightfully expects the same of all parties who use our website. Oh Polly Ltd (T/A Oh Polly) and/or its affiliates are owners or lawful licensees of all content (including but not limited to designs, logos, colour schemes, graphics, graphic styles, text, images and video/audio sequences) displayed on this website. Any unauthorized copying, publication, reproduction or distribution of copyrighted works is an infringement of the copyright owners' rights and is therefore prohibited. You may not, except with our express prior written permission (on whatever terms we deem appropriate), distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.

Any unauthorized use of Oh Polly Ltd (T/A Oh Polly).’s (without limitation) patents, trademarks, service marks, logos, slogans, screen shots, graphics, graphic styles, designs, blog posts, copyrighted materials or any branded features ("Oh Polly Ltd (T/A Oh Polly) Proprietary Property") without the prior written permission of Oh Polly Ltd (T/A Oh Polly) is strictly prohibited. If you infringe upon Oh Polly Ltd (T/A Oh Polly).’s rights with respect to any Oh Polly Ltd (T/A Oh Polly) Proprietary Property, you will be ordered to cease such illegal activity and you may be liable to Oh Polly Ltd (T/A Oh Polly) for any and all damages (including recovery of legal fees and expenses) which may be suffered and/or incurred as a result of your infringement.

If you are a legitimate copyright owner who believes that your rights have been infringed upon in any way through the content or services provided on this website, please notify us at:   Oh Polly Ltd, Unit 3, Riverview Road, Bromborough, Merseyside, CH62 3RL

Email: hello@ohpolly.com

We reserve the right to make changes, without prior notice, to any products or services mentioned on this site at any time.

1. These Terms and Conditions and your use of this site will be governed by and construed in accordance with English Law.

Please note that nothing contained in these Terms and Conditions of Sale in any way affects your statutory rights.

If we suspect fraudulent activity, we may block your account and any associated accounts and/or withhold your refund. Reasons include but are not limited to claims relating to; orders not being received, missing items, damaged items, wrong items, worn items.

If your account is blocked for any of the above reasons and you need to make a valid return within 30 days of purchase, please contact Customer Service. You will need to cover return costs and keep hold of proof of postage until your return is received and processed.

We invite customers to leave a review after purchase or organically via the product page. We offer a discount to customers who review their product via invitation from a verified order, and a higher discount if they choose to submit an appropriate photograph or video of the product to support their review. Incentives apply to all reviews, whether they are positive or negative. Reviews with profanity are detected and moderated.

Oh Polly has the right to change or withdraw promotional offers, points structure and tier benefits at any time. 

Earning & Redeeming Points

Outside of promotional offers, customers will earn 5 points per $1 spent. 

Points earned will be pending for the duration of our returns period. See Returns Terms and Conditions for details. 

Points are applied as a one-time use discount code at checkout. If returned, any points redeemed on that item will be reimbursed. Points will be split proportionally across all items on your order.

Minimum points redeemable per order is 1,000 points / $10. Maximum points redeemable per order is 10,000 points / $100. 

Points are not eligible on pre-orders, shipping costs, gift wrap, order protection or any digital products. 

Anyone who creates an account with Oh Polly, will have points added to their account for their past 3 days worth of orders.

Tiers

Once a customer enters a tier, they will remain in that tier for 12 months, unless they earn enough points to enter the next tier level at which point the 12 months will restart.  

Points will reset if they are unused after 12 months. 

Birthday discount codes are eligible for Silver, Gold, and Platinum tiers. Bronze members will also receive a birthday discount, but with a minimum spend.

Referrals

Referral codes only work for new customers. If you refer a friend who hasn’t shopped with us before, they’ll receive a $10 voucher via email to use on a minimum spend of $100. If your friend places an order using your referral code, you’ll receive 1,000 points ($10 worth) to use on a minimum spend of $100*

Your friend’s $10 voucher can be redeemed straight away. Your 1,000 points will be available to redeem after 30 days from the date your friend has placed their order*

*We run regular (limited time) Refer a Friend promos, where you'll be able to earn more points and your friends will receive a higher discount / voucher!

Event & Giveaway

Members in the Gold and Platinum tiers may receive exclusive invitations to community events; however, invitations are limited and not guaranteed. Gold and Platinum members will also be automatically entered into monthly giveaways, with two winners selected at random and notified by email.