Returns

Return unworn, unused items in their original packaging within 30 days of delivery for a full refund to your original payment method.

How to raise a return

You can now raise a return directly from your profile — no email required.

1. Sign in and open your account page.
2. Find the relevant order and tap Raise return.
3. Describe the reason, enter the courier airway bill (AWB) number, and attach two clear photos: the sealed return packaging and the return label affixed to it.
4. Submit. The request is logged in your account and synced to our fulfilment team in Shopify immediately — including the AWB number and photo links on the order record so we can track your parcel.
5. Drop off the parcel at your nearest courier. Refunds are processed within 5 business days of receipt.

Required evidence

All three details are mandatory — they protect you in case the parcel is lost in transit and help us process your refund faster.

• Packaging photo: the sealed parcel, clearly showing the item is securely packed.
• Return label photo: the courier label affixed to the parcel, with the barcode visible.
• Airway bill (AWB) number: the tracking number issued by your courier (e.g. J&T, Pos Laju, DHL). We use this to follow the parcel until it reaches our warehouse.

Exceptions

Final-sale items, intimates, personalised pieces and gift cards are not eligible for return.

Need help?

For anything outside this policy, contact info@polohill.me or ask our concierge.