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FAQs

ORDERS

WHERE IS MY ORDER?
You can track your parcel by entering your order number here.
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 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.

HOW DO I KNOW YOU'VE 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- so hold tight! 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 ASAP, 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 number, 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.

DELIVERIES

WHERE IS MY ORDER?
You can track your parcel by entering your order number here
HOW MUCH DOES DELIVERY COST?

Please note these prices are as above, regardless of the size of the parcel or number of items ordered. Although our couriers do everything they can to reach these schedules 100% of the time, we cant guarantee that you will receive your goods within the estimated delivery times (with exception of Next Day Delivery when ordered before 8pm).

 

UK deliveries may be made any time between 8:00am and 8:00pm. Please try to ensure that there is access to the delivery property during this window, however if you are not at home, our couriers will attempt delivery to a secure location or leave your parcel with a neighbour.

WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?

Depending on the value of your order, your PrettyLittleThing parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs. Unfortunately, these charges are out of PrettyLittleThing's hands, and vary widely from country to country, so we're unable to predict what your particular charges may be. For more accurate information, we would suggest getting in touch with your local customs office so you're not surprised if there are any unexpected delivery charges at your end.

HOW LONG WILL DELIVERY TAKE?

 

Delivery Option Delivery Times
UK Saver 5-7 Working Days  
UK Standard 2-3 Working Days (if ordered before 8pm)  
UK Next Day 1 Working Day (if ordered before 8pm)  
UK Saturday 1 Day (if ordered before 8pm)  
UK Sunday 1 Day (if ordered before 8pm)  
UK Premium Next Day 1 Working Day (if ordered before 8pm)  
Republic of Ireland 3-5 Working Days (if ordered before 6pm)  
Europe 5-10 Working Days  
Turkey 7-14 Working Days  
USA & Canada 7-14 Working Days  
Australia 8-10 Working Days  
New Zealand 8-10 Working Days  
United Arab Emirates 7-14 Working Days  
Rest Of World 10-14 Working Days  

 

Although our couriers do strive to achieve the above delivery schedules 100% of the time, unfortunately with the exception of Next Day delivery (ordered before 8pm). We cannot guarantee that you will receive the goods within the estimates delivery times.

 

UK deliveries may be made any time between 8:00am and 8:00pm. Please try to ensure that there is access to the delivery property during this window, however if you are not at home, our couriers will attempt delivery to a secure location or leave your parcel with a neighbour.

WHAT TIME WILL MY PARCEL ARRIVE?
Deliveries can be made anytime between 8am and 8pm.
WHAT IF I'M NOT IN WHEN MY PARCEL IS DELIVERED?
Eeek! If this happens, the delivery company will leave a card saying that they have attempted to deliver the parcel. They will provide you with details on where the parcel has been delivered to. If you wish to have the parcel redelivered, please contact us.
WILL A SIGNATURE BE NEEDED FOR MY DELIVERY?
If you or a neighbour is home to accept the delivery, then a signature will be required. If nobody is home to receive the parcel, the delivery company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to. Please use the contact us> form if you wish to have the parcel re-delivered.
CAN YOU DELIVER TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?
Yes! You can have your parcel delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.
IS MY POSTCODE ELIGIBLE FOR NEXT DAY DELIVERY?

To receive your order the next day you must place your order by no later than 8pm. However, please note there are some exceptions as explained below: *** If you place your order between Friday 8pm and 8pm Saturday you will receive your delivery on Sunday, but if you place your order between 8pm Saturday and 4pm Sunday you will receive your delivery on Monday, all Next Day orders placed after 4pm Sunday will be delivered on Tuesday ***

 

We are very sorry but we cannot guarantee Next Day delivery to the following UK Postcodes: AB BN BT CA DD DG FK IV KA KW KY M1 PA PH TD GY HS IM JE SW(15-19) TA TD TR(21-25) W1 WC(1-3) ZE(1-3)

Please note of the Next Day delivery service, the following areas may take 3-5 working days: Channel Islands, Highlights & Islands of Scotland, and the Shetland Islands.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
Oh no! We're sorry to hear this. Please send us a message with your order number, 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 absolute best to get this for you.

RETURNS

HOW LONG DO I HAVE TO RETURN AN ITEM?
For UK & ROI customers, you are able to return unsuitable items within 14 days of the date shown on the dispatch note. For all international customers, please return unsuitable items within 7 days of receiving your parcels. Please return unsuitable items in its original packaging. Please note, we cannot offer refunds on swimwear if the hygiene seal is not in place or has been broken.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
If you wish to return your items to PrettyLittleThing, it is free for UK customers. UK & ROI Customers, Your returns label will be included in your parcel but if you need to print another one, you can find it; here. We're sorry, but we are unable to offer a free returns service to international customers. Returns must be made at your own cost.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We aim to process your return and refund for you ASAP, but on occasions it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 21 days of returning the items, please contact us with the proof of postage information on your Post Office receipt and we will check this out for you.
HOW DO I RETURN AN ITEM (RETURNS LABELS)?

Please follow the process below for returning a parcel to us:

Please return your item(s) to us following the method below:

1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.

2. Cover your address label with the PrettyLittleThing returns label found on the bottom right of your delivery note.

4. 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.

Please keep your proof of postage safe incase you need this as your proof of return.

If you haven’t got your returns label don’t stress! You can download a new one here

Alternatively, UK customers have the option to use Doddle's: FREE and CONVENIENT returns at any Doddle store.

PrettyLittleThing has partnered with Doddle to make returning your online orders effortless. Simply bring in your items including your completed dispatch note to any Doddle store and Doddle’s friendly parcelistas will be on hand to help you. All Doddle stores are open from early until late and most are open seven days a week. Doddle has a growing network of purple stores located near railway stations and commuter hubs across the UK.

Find out more and where to find your nearest Doddle store here.

HOW CAN I TRACK THE STATUS OF MY RETURN?
As soon as your refund is processed you'll receive an email from us. Please be aware it can take 3-5 working days for the payment to show on your account, depending on your card issuer.
DO YOU REFUND THE DELIVERY CHARGE?
We will refund the postage charge if you have cancelled your contract with us in accordance with the Distance Selling regulations. Please see our returns policy for more information on your cancellation rights.
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.

PAYMENT

HOW CAN I PAY FOR MY ORDER?
We've got you covered! We accept the following payment cards: Visa, Visa Debit, Solo, Maestro and Electron. We also accept PayPal payments.
WHEN WILL I BE CHARGED?
Immediately! As soon as you have placed an order the charge will immediately be placed. If the money hasn't been transferred from your account within 24 hours the order will be reverted.
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.

PRODUCTS

WHY CAN'T I FIND AN ITEM THAT WAS ADVERTISED?
Oh no! This is probably because our advertised products usually sell out very quickly so it may be that they are no longer in stock! But please keep an eye on our Back In Stock section as we are constantly updating it!
WILL YOU BE GETTING MORE STOCK?
Our popular items can sell out quickly as we are all about FAST fashion. If the product you want is out of stock; all you need to do is enter your email address on the product page and you'll receive an email notification when it's back in stock! In the meantime, why not browse through our Back In Stock category!
DO YOU HAVE A SIZE GUIDE?
We sure do! Check out our Size Guide

PROMOTIONS & DISCOUNTS

HOW DO I USE A PROMOTIONAL CODE?
Just pop your promotional code into the 'Redeem a promotional code' box at checkout and hit 'Apply Coupon'. If all is well and the code is valid, your discount will be applied! For delivery codes, pop the code and select the applicable delivery method before continuing. Remember- only one promotional / discount code can be used per order!
DO YOU OFFER STUDENT DISCOUNT?
Well of course! We offer a great 15% off for all you students with UNiDAYS

TECHNICAL HELP

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 here if you continue to experience problems.
HOW DO I CHANGE MY EMAIL ADDRESS?
It's super simple! Just log into your account using your old email address and click on 'edit email address/password' under Account Details. Once these changes have been made, hit continue and your changes will be saved!
HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?
Just hit 'Unsubscribe' button at the bottom of the email newsletter.
HOW CAN I CONTACT YOU?
There's loads of ways! Please visit our contact us page for details of how to get in touch.