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FAQs

Hello there and welcome to our FAQ section. This is where we already have answers to your questions even before you ask them. This is all in the bid to give you the best of online shopping experience. You can also contact us for further questions and inquiries. Now, let me take a rundown of some FAQ’s and our answers;

Placing an order

HOW DO I SEARCH FOR PRODUCTS?

This is actually quite easy; you can search for products by simply typing the name or the keyword of the product you wish to purchase in the search bar at the top of any page on the site. We would also advise that you use a general name, description, or keyword when searching for a particular product. This will give you a lot of varieties from our large stock of quality products to choose from. The more precise the keyword, the lesser the number of products you will get on the search page. You can get more details on any product of your choice by clicking on the name or image of the product.

HOW DO WE CALCULATE SHIPPING COSTS?

These costs are calculated based on two criteria; mode of transport (air, land, or sea), and the weight/volume of the product. Different shipping companies come with different rates. So, we would also advise you do a check on which would be most beneficial and economical for you. Feel free to contact us directly for detailed information on how we calculate shipping costs.

I WANT TO CANCEL MY ORDER.

If you would like to cancel your purchase –we ask that you please notify us as soon as possible. Contact service@pollykiss.com with your order number to let us know and we will do our best to fulfill your request.  Unfortunately, we can only cancel orders within the same business day that they were placed.  (If an order is placed on a holiday or weekend, we will only be able to cancel it the following business day.) Once tracking details have been sent, we are no longer able to cancel.

I’VE PLACED AN ORDER BUT I WANT TO MAKE CHANGES TO IT.

Unfortunately we cannot make changes to an order once it has been placed. This includes adjusting a size or color, applying a discount code, or adding and removing items from the purchase. We apologize for the inconvenience.

CAN I TRACK MY ORDER?

Head over to the Order Tracking Page to keep an eye on your parcel and track your items. Once your package ships, a tracking link will appear on this page and in your inbox within 1-2 business days. Keep in mind, we cannot directly control the delivery times once the package has been handed off to the carrier.

WHY HAS MY ORDER BEEN CANCELLED?

Due to the high influx of orders we receive everyday, sometimes products can sell out. In the event we are out of stock of your item, we will contact you immediately and issue a full refund.
If only part of your order has sold out, we will offer a partial refund and send the remainder of your order, or a full refund of the entire order if you wish.

Shopping

WHAT PAYMENTS DO YOU ACCEPT?

Currently, We only accept payments from Paypal. About more payment channels will be accepted in the future.

HOW DO I KNOW YOU RECEIVED MY ORDER?

Successful orders will display a Thank You page with your order number and confirmation immediately after completing your order.

A confirmation email with your order number, invoice and details will also be sent. This should come through within an hour, but sometimes can go to your spam – so please check your junk to make sure if you haven’t received a confirmation.

If you haven’t seen or received either of these, please contact our friendly customer service team via live chat, DM or email to check your order status for you.

Shipping

DOES PollyKiss SHIP TO MY COUNTRY?

Parcels shipping may take longer than the projected timeline displayed during checkout to arrive due to high shipment volume in relation to COVID-19 and prolonged severe weather conditions across the United States. Any shipping delays will not be eligible for a refund at this time. Due to current circumstances, it is our highest priority to do our part to ensure the health and safety of our customers. Our shipping partner and fulfillment center are working diligently to follow best practices and protocols to ensure your gear is delivered safely and efficiently while COVID-19 is in effect.

We are providing worldwide shipping to most places in the world. However, due to security reasons, we can’t deliver a shipment to the military area. Neither do we ship to South Africa and some countries in Latin America, as the local carriers have been proven to be unreliable and cause failed deliveries or the shipping time takes way too long.

WHEN WILL MY ORDER BE SENT OUT?

Orders are dispatched between Monday – Friday. Please allow up to 72 hours from order confirmation to dispatch.Orders placed on Public Holidays or Weekends will begin their processing on the next business day.

Returns

HOW DO I RETURN MY PACKAGE?

At Pollykiss, Returns can only be made within 3 days from the date of receipt of your item.

To initiate a return please email service@pollykiss.com with your order number, product name/colour/size and reason for return and a member of our team will be in contact with a Returns Authorisation number and Returns Form to lodge your return.

Check out our full Returns Policy here to see if you are eligible for return.

YOUR RIGHTS

At Pollykiss, Returns can only be made within 3 days from the date of receipt of your item.

To initiate a return please email service@pollykiss.com with your order number, product name/colour/size and reason for return and a member of our team will be in contact with a Returns Authorisation number and Returns Form to lodge your return.

Check out our full Returns Policy here to see if you are eligible for return.

Orders are dispatched between Monday – Friday. Please allow up to 72 hours from order confirmation to dispatch.Orders placed on Public Holidays or Weekends will begin their processing on the next business day.
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