Is It Safe To Order Online?
You can be assured that shopping with PrettyLittleThing is safe! We’re a member of "Verified by Visa" and "Secure by Mastercard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
How Do I Know That You Have Received My Order?
Once you've placed your order, you will be directed to an order confirmation message, which will contain your order number. This information will also be emailed to you, but it could take up to 30 minutes to arrive in your inbox! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.
Can I Make Changes To My Order?
Unfortunately, once you've placed your order, it is not possible to amend any details, as our warehouse team will have already started processing your order!
Can I Cancel My Order?
To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.
What Should I Do If I Receive An Incorrect Or Faulty Item?
We're sorry to hear that you've received an incorrect or faulty item. Please send us a message with your order ID, the name/product code of the item you were supposed to receive and further details of the problem. Please return the item to us by following the procedure stated in the 'How do I return an item?' and we'll do our best to resolve this for you.
Can I Exchange An Item?
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please return your item(s) to us following the method below:
- Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
- Cover your address label with the PrettyLittleThing returns label found on the bottom right of your delivery note.
- Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
- Keep your certificate of postage safe as you will need this as your proof of return.
What If My Parcel Doesn’t Arrive?
We ask if you could patiently wait up to 4 days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.
How Can I Pay For My Order?
We accept the following payment cards: Visa, Visa Debit, MasterCard, Solo, Maestro, Electron and American Express. We also accept PayPal payments.
Why Am I Being Asked For Another Password After Entering My Card Details?
This is the 3D Secure Payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information please contact your bank in the first instance.
How Do I Use A Promotional Code?
Once you've reached the Checkout stage, enter your promotional code into the 'Redeem a promotion code' box, enter the correct code and click 'Continue'. If the code is valid, your discount will be applied! Please note, only one promotion/discount code is redeemable per order.
What Should I Do If I've Forgotten To Use My Promotional Code?
Unfortunately, we are unable to manually enter discounts after the order has been completed.
Why Can't I Find An Item That Was Advertised?
Our advertised products become very popular and sell out quickly. Please contact us and we’ll try our best to help you find the product you’re looking for.
Do You Have A Size Guide?
Please view our size guide here.
What Should I Do If I've Forgotten My Password?
Don't worry if you've forgotten your password! Simply click the 'Forgot your password?' link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems.
How Do I Change My Email Address?
Changing your email address is easy! Simply log into your account using your old email address, and click on 'Edit Email Address / Password' under Account Details. Once you've made your changes, press Continue and your changes will be saved.
Why Am I Experiencing Problems When Entering My Payment Details?
Firstly, make sure you have inputted the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card. After this, please contact us with details of any error messages received and we will investigate further.
How Do I Unsubscribe From Your Newsletters?
Click the 'Unsubscribe' button at the bottom of the email newsletter.
How Can I Contact You?
Please visit our Contact Us page for details of how to get in touch. We aim to respond to queries within 24 hours (7 days a week).