Frequently Asked Questions

Our system can only take the amount that is confirmed by yourself at checkout, so please ensure you have checked out in the correct currency.

If your invoice/confirmation email shows the wrong amount, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn.

Apologies for any alarm caused. If you are still unsure, please do not hesitate to contact us below with the relevant details.

We accept all major credit and debit cards such as Visa.

You can also pay using PayPal.

No - there is no need to contact us if you are returning your item. We will send you an email as soon as we receive it and again once your refund has been processed. 

Once received at our warehouse, your order will be refunded within 10-15 working days.

We are so sorry to hear you have not received your order and tracking has not updated.

• Customs

Unfortunately, we have no control over custom delays but we kindly ask that you keep an eye on your tracking for updates.

If your parcel is at customs - please allow up 5 working days for your order to clear.

Once your parcel has cleared customs - please allow up 7 working days for your order to be delivered.

• Weather disruption 

We aren't currently aware of any countries affected by the weather.

• Invalid Address

Your parcel may be delayed if the couriers are struggling to locate your address. If your tracking states "BAD ADDRESS" or "ADDRESS QUERY", please contact us as soon as possible and confirm your full address. We can pass on confirmation of your address to the courier and they'll be able to continue with delivery.

• Return to Sender

Please check your tracking and if you see "RETURN TO SENDER", this means it's being sent back to us due to insufficient address or too many attempted deliveries. Your order will be refunded once it's received back at our warehouse.

Is your destination country not listed? Not affected by any of these issues? Has the tracking not updated for 5 working days? Please can you contact maxifan001@gmail.com with your details and a short sentence to explain you have not received your order so we can resolve this.

We are so sorry to hear you have not received your order and tracking indicates it has been delivered. We will need to initiate an investigation with the courier so the depot can be searched and the driver can be interviewed.

Please can you therefore contact customerservice@maxifan.com with your details and a short sentence to explain you have not received your order so we can get started with this.

Once you have completed your order, you will receive a confirmation email with your order details within 24 hours. If you have not received an order confirmation email, please check your junk folder.

If you are still unable to locate this email, please get in touch below with the following info:

• A screenshot of your order confirmation
• Your shipping address
• A screenshot of the transaction on your PayPal/Klarna/Afterpay/Bank account
• The last 4 digits of the card used to place your order

Our team will then be able to investigate this further. 

We are really sorry if we have made a mistake with your purchase.

Please contact maxifan001@gmail.com. Once we've got back in touch, we'll request the following:

• A photo of item you have received in error
• A photo of the see-through bag it came inside, ensuring the sticky white label is visible

Sorry for any inconvenience in the meantime, we hope to have this sorted for you as soon as possible!

If you have already received a shipping confirmation, unfortunately this means that Oh Polly will be unable to make any changes at this point.

We dispatch orders as quickly as possible to ensure our customers receive the best possible service.

What to do if you haven't received a shipping confirmation yet, please get in touch by simply clicking the 💬 icon which can be located at the bottom right corner of the page.

In your first message please explain you wish to change your address and you will be asked to provide us with some security information and the new address, and we will do our best to amend this before dispatch. Please note that this can't be guaranteed as we may not catch your request before dispatch. 

If your parcel has already been dispatched, we can contact the courier on your behalf to see if they can assist.

Please note this could cause a delivery delay of up to 72 hours, and there's no guarantee that the courier will be able to edit your address at this point.

We are extremely sorry if you have received a damaged item from us. All Bo+Tee items are quality checked on several occasions during and after production and so we can only assume yours has accidentally slipped through the net. This is of course unacceptable and we hope you can trust that we would never knowingly send out damaged goods to our customers.

So we can have this sorted for you immediately, please get in touch here with the following info:

• A screenshot of your confirmation
• Your shipping address
• A photo of the damaged area
• A photo of both barcoded tags on the label and the item bag.