Your item has been added to your bag

/

Returns Policy

We've extended our Returns Policy for Christmas 2014. Orders placed on or after the 27th November can be returned up until 7th January 2015 and are subject to our returns policy. 

We hope that you will love everything you buy from us, however if this is not the case, we promise to refund any item you are unhappy with when you return it to us in a saleable condition.

For UK & Republic of Ireland customers, please return within 14 days of the date shown on your dispatch note. For International customers, please return within 7 days of the date you receive your order.

For hygiene reasons, pierced jewellery is non-refundable. When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags. Please ensure that lingerie and swimwear items are tried on over your own underwear. In the interest of hygiene, please do not remove the seal. If this is the case then we can reasonably decline your refund.

How Do I Return An Item?

When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags. All items being returned should be sent with the original receipt and a note with it to state the reason for you returning the item. You must include your order number with your return, as failing to do this could result in you not receiving a refund as we may not be able to locate you on our systems.

UK Customers

Returns are absolutely free! A free Royal Mail returns label will be included with your parcel. If you’ve misplaced your UK returns label, you can download a new one by clicking here.

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 your will need this as your proof of return.

Republic of Ireland

Returns are absolutely free! A free AnPost returns label will be included with your parcel. If you’ve misplaced your ROI free returns label, you can download a new one by clicking here.

Return the package by using the AnPost Post Office counters and obtain proof of postage from AnPost. Please do not post the package through the post box without obtaining a certificate of posting. Keep your certificate of postage safe as your will need this as your proof of return.

Rest Of The World

We’re sorry, but we are unable to offer a free returns service to our overseas customers. Returns must be made at your own cost. Please return your parcel using a standard trackable service, and obtain a proof of postage receipt. Please keep your proof of postage safe as your will need this as your proof of return.

Please return to the following address:

PrettyLittleThing
Wellington Mill
Pollard Street East
Ancoats
Manchester
M40 7FS

How Long Will It Take To Process My Refund?

If you would like to return an item, we will refund you within 30 days of the day that we email you to confirm that you are entitled to a refund. Please note this is provided that the product returned is received back to us within the stated returns period or is faulty. Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.

In the event that we do not receive your returned goods, we will ask you to provide your proof of postage receipt from the Post Office. We reserve the right to refuse a refund if you are unable to provide proof of postage.

We will refund any money received from you using the same method originally used by you to pay for your purchase.

Can I Exchange An Item?

Unfortunately, we are not able to process exchanges at this moment in time. If you would like to return an item, please return your item as outlined in the above divs and we will happily process a refund for you.

What Are My Cancellation Rights?

In addition to our returns policy, you can cancel your contract with us at any time within 7 working days beginning on the day after you receive the product(s) which are subject to the contract (“Cooling-Off Period”).

To cancel your contract, you must notify us in writing within the 7 day Cooling-Off Period to:

PrettyLittleThing
Customer Service Team
PO Box 553
Burnley
BB11 9GD

You must then return the products as outlined in accordance with ‘How Do I Return An Item?’. Please note that in order to cancel your contract, you must return all the products that were covered by the order. You must take reasonable care of the products that you wish to cancel and not use or wear them. If you cancel your contract with us, we will refund the amount due to you, including delivery charges, within 30 days of the day you have given notice of your cancellation.

Have You Received My Returned Goods?

Please contact our Customer Care Team with your full name, email address and order number and we'll confirm whether we've received them or not.

Am I Still Able To Return My Item If There Is Make-Up Or Fake Tan Around The Neckline?

Any unwanted items must be returned to PrettyLittleThing in a saleable condition. Unfortunately any returns which are found to have make-up stains on the garment cannot be refunded.

How Do I Return A Faulty Item?

Please contact our Customer Care Team with your full name, order number and the name or product code of the item affected, including the details of the problem so we can investigate this for you. Please return the item to us following the same procedure as stated in ‘How do I Return an item?’

What Happens If I Receive An Incorrect Item In My Order?

We're sorry that you have received an incorrect item in your order. Please contact our Customer Care Team with your full name, email address, order number and a brief description of the incorrect item and we will get back to you as soon as possible within office hours.