We understand that purchasing footwear online sometimes requires a return.
Pollypound accepts eligible return requests under the conditions described below.
1. Return Request Window
Customers may request an eligible return within 30 days after delivery.
Please contact our customer care team before sending merchandise back.
Returns mailed without the appropriate instructions may be delayed or may not arrive at the correct return destination.
2. Footwear Try-On Guidelines
Shoes may be carefully tried on indoors to check comfort, size, and fit.
We recommend using a clean indoor surface and keeping all original packaging until you decide whether to keep the product.
Footwear showing clear outdoor wear may no longer qualify for a standard return.
3. Eligible Product Condition
Returned products should generally be:
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Unworn outdoors
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Clean
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Undamaged
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Unwashed
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Unaltered
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Free from stains
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Free from noticeable odors
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Complete with included components
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Returned with original packaging whenever reasonably possible
4. Returns That May Not Qualify
A return may be declined if:
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The 30-day period has passed
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The product shows significant use
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The customer damaged the merchandise
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The item was altered
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Important accessories or components are missing
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Strong odors or stains are present
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The product was clearly identified as Final Sale
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The merchandise was sent to an unauthorized return location
Nothing in this policy removes mandatory consumer rights where applicable.
5. Requesting Return Instructions
Before sending anything back, contact:
Please include:
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Order number
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Customer name
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Email used during checkout
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Product you wish to return
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Reason for your request
If the item is damaged, defective, or incorrect, please include clear photographs showing the problem.
Our team will review your request and provide applicable return instructions.
6. Authorized Return Location
The address displayed on your original parcel may belong to a carrier, warehouse, or logistics partner.
It may not be an authorized customer return facility.
Do not mail products back until you have received the correct return instructions from our support team.
Pollypound cannot guarantee processing of merchandise sent to an unauthorized location.
7. Return Shipping Responsibility
For standard returns caused by:
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Size preference
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Fit preference
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Color preference
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Change of mind
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Accidental order
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Personal preference
return shipping expenses are generally the responsibility of the customer.
If we verify that an incorrect item was supplied or that merchandise arrived damaged or defective, we will review the appropriate resolution separately.
8. Return Shipping Tracking
We recommend choosing a return shipping service that includes tracking.
Please retain:
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Tracking number
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Shipping receipt
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Carrier confirmation
until the return and refund process has been completed.
Pollypound cannot guarantee reimbursement for merchandise that does not reach the authorized return destination.
9. Inspection
Returned products may be inspected after arrival.
The inspection may review:
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Overall condition
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Signs of use
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Packaging
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Missing components
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Damage
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Product identity
If merchandise does not meet the return requirements, a refund may be reduced or declined where legally permitted.
10. Refunds
Approved refunds are normally issued to the original payment method.
Once we submit a refund, your bank or payment provider may require additional business days to post the funds.
The exact processing period is controlled by your financial institution.
11. Original Shipping Fees
Original shipping charges are generally non-refundable for standard customer-choice returns.
Exceptions may apply when:
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The incorrect product was shipped
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Merchandise arrived damaged
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A qualifying product defect existed upon delivery
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Applicable law requires reimbursement
12. Incorrect Product Received
If the item, size, or color received differs from your order confirmation, please contact:
Include your order number and clear photographs showing the product and relevant labels.
13. Damaged or Defective Merchandise
If your product arrives damaged or appears defective, please contact us before extensive use.
Provide:
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Order number
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Description of the issue
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Full product photo
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Close-up photos
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Packaging photos where relevant
Please keep the packaging until your case has been reviewed.
14. Exchanges
Direct exchanges depend on available inventory and cannot always be guaranteed.
If you require another size, color, or style, our support team may recommend completing an eligible return and placing a separate order.
15. Cancellation or Modification
To request an order cancellation or modification, contact:
as quickly as possible.
We will attempt to assist before fulfillment progresses.
Once an order has entered processing, packing, or shipping, changes or cancellations may no longer be possible.