Refund policy
We are committed to selling only high-quality products but we understand there may be a time when you need to exchange or return something you've bought.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
This right does not apply to the following items unless they are faulty, damaged, missing or otherwise not in accordance with specification:
- Custom made items
- Personal Care; Perfume Products
- Personal Care; Body Care and Skin Care Products
Your statutory rights in respect of faulty, damaged or missing items are not affected.
To be eligible for a return, your item must be in the same condition that you received it, unused, with labels and tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@pollydryden.co.uk Please note that returns will need to be sent to the following address: 65 Hints Road, Hopwas, Tamworth, Staffordshire, B78 3AB
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that you will be liable for the cost of return shipping, unless you have received an incorrect or faulty item and the original shipping cost will not be refunded.
You can always contact us for any return question at hello@pollydryden.co.uk
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned or exchanged including; custom made products (such as our made to order candles), and personal care goods (such as our perfumes, body care and skin care products). We are only able to provide a refund or exchange on these goods if the item you receive is incorrect or faulty. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pollydryden.co.uk