FREE UK RETURNS
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FAQs

ORDERS

WHERE IS MY ORDER?

Please enter your order number:

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.

WHAT DOES PAYMENT REVIEW MEAN?

If your order has gone into payment review it means payment has not been received. This can happen for a few reasons, but don't worry, your card won't have been charged!

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 YOU HAVE RECEIVED MY ORDER?

Once you've placed you order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can 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.

WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?
Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add [email protected] to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us
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 any further details. To return an item please follow the steps stated in ‘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.

Delivery

WHERE IS MY ORDER?

Please enter your order number:

WHAT ARE MY DELIVERY OPTIONS?
Delivery Option Delivery Times Delivery Costs
UK Saver 3-5 working days £1.99
UK Standard 2-3 Working Days (if ordered before 9pm) £3.99
UK Collect+ 2-3 Working Days (if ordered before 9pm) £3.99
UK Next Day If ordered before 9pm Monday to Friday, 8pm on Saturday or before 5pm Sunday your order will be delivered the next day (excludes Bank Holidays). £4.99
UK Saturday Order before 9pm Friday to receive on Saturday £4.99
UK Sunday Order before 8pm on Saturday to receive on Sunday £4.99
Republic of Ireland Premium 1-3 Working Days (if ordered before 9pm) £4.99
Republic of Ireland Standard 3-5 Working Days (if ordered before 9pm) £2.99
Europe 5-10 Working Days £6.99
Turkey 7-14 Working Days £6.99
USA & Canada 7-14 Working Days £6.99
Australia 8-10 Working Days £6.99
New Zealand 8-10 Working Days £6.99
United Arab Emirates 7-14 Working Days £6.99
Rest Of World 10-14 Working Days £6.99

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 9pm).

 

UK deliveries may be made any time between 8:00am and 9:00pm. 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.

If you have any any other questions about Collect+, please see our Collect+ FAQs here.

DO YOU DELIVER TO PO BOXES & BPFO ADDRESSES?
If you choose to have your goods delivered to a BFPO address, please remember to enter your BFPO and code number e.g. BFPO 1234 into the postcode field. You must also select the Next Day delivery option at checkout to ensure there are no delays to your delivery. For more information, clickhere.
WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?

Depending on the value of your order 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 our 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’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

WHAT TIME CAN WILL MY DELIVERY ARRIVE?
Deliveries can be made anytime between 8am and 9pm.
WHAT IF I'M NOT IN WHEN MY PARCEL IS DELIVERED?
If this happens the courier will attempt to deliver the parcel to a safe place or a neighbour. They will notify you by leaving a delivery card stating the parcels location. If there are no safe places or available neighbours, the courier will notify you and attempt re-delivery the next working day. Delivery will be re-attempted 3 times before being returned to the depot and retuned back to PrettyLittleThing. If you wish to have the parcel redelivered, please contact us .
WILL A SIGNATURE BE REQUIRED?
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. If there are no safe places or available neighbours, the courier will notify you and attempt re-delivery the next working day. Delivery will be re-attempted 3 times before being returned to the depot and retuned back to PrettyLittleThing. If you wish to have the parcel redelivered, please contact us.
CAN YOU DELIVER TO A DIFFERENT ADDRESS OTHER THAN MY BILLING ADDRESS?
Yes, you can have your parcel delivered to an alternative address; however, this needs to be done at the time of purchase. When filling out Billing address simply untick the box that says ‘Deliver to same address’ you will then be given the option to enter a different delivery address. If this is a business address, always make sure you include 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 9pm. However, please note there are some exceptions as explained below: *** If you place your order between Friday 9pm and 8pm Saturday you will receive your delivery on Sunday, but if you place your order between 8pm Saturday and 5pm Sunday you will receive your delivery on Monday, all Next Day orders placed after 5pm Sunday will be delivered on Tuesday *** (excludes Bank Holidays).

 

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 IF MY PARCEL DOESN'T ARRIVE?
You can track the status of your order here. If you are unable to access the status of your order, please contact us and we'll get back to you ASAP.
UNDERSTANDING YOUR TRACKING INFORMATION
TERM EXPLANATION
Delivered The item has either been delivered as addressed or, to a neighbour. Please note Special Delivery Guaranteed™ items cannot be delivered to a neighbour
DC Distribution centre
Inward RDC Volumetric Acceptance The item is halfway through its journey
MDN If you see ‘(MDN)’, this is an internal note and nothing to worry about - your item is still on track.
NOT DELIVERED - RETURNED TO NRC We've been unable to deliver the item and there's no return address so we've sent it to our National Return Centre.
Outward RDC Volumetric Acceptance We've collected the item from the sender.
Pre-advice Received The sender has told us they're going to post something, but we haven't received it yet.
Sales Order Raised This is only relevant to the sender.
Missing pre-advice The parcel information has not yet been loaded onto our online system. However, the parcel has entered and is still moving within our network.
Order generated The parcel has been booked onto our system but has not yet been collected.
'Sorted at national hub' or 'Hub trailer via sorter' The parcel is being sorted at one of our National Hubs and will shortly be on its way to your local delivery depot.
Receipt at depot The parcel is at either the collection or delivery depot, please check the tracking information
Misrouted at depot The parcel has been sent to the incorrect depot but will be re-routed. Please allow 48 hours for the parcel to reach your local courier.
Manifested for delivery/ 'Manifested to courier' or 'Out for delivery' The parcel has been assigned to the courier for delivery. It will typically be followed by a 'courier received' scan, once the courier is in receipt of the parcel.
Courier received The parcel is with the courier for delivery, our couriers work between 8am-9pm.
Carried forward The courier has been unable to deliver the parcel but will re- attempt the next working day.
Not delivered due to address query We have had a problem delivering your parcel, if you are the shipper of the parcel, please contact us, with contact details for the recipient. If you are the recipient of the parcel, please contact your shipper, they will be able to resolve this on your behalf.

RETURNS

WHAT IS YOUR RETURNS POLICY?
  • Items must be returned within 14 days of the date shown on the dispatch note.
  • Items must be unworn and unwashed.
  • Cosmetic and pierced jewellery products cannot be returned
  • Swimwear and underwear cannot be returned for health and hygiene reasons.
  • Shoes must be tried on indoors.
  • Items must have all tags attached.
  • We offer FREE RETURNS for UK customers however you must obtain proof of postage just in case your order is lost on its way back to PrettyLittleThing. 
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 28 days of receiving your parcels. Please return unsuitable items in their original packaging.
HOW MUCH DOES IT COST TO RETURN AN ITEM?

If you wish to return your items to PrettyLittleThing, we offer FREE returns for UK Customers. Your returns label will be included in your parcel but if you need another one don't panic. Returns Label for UK Customers can be found here

We're sorry, but we are unable to offer free returns for international customers, returns must be made at your own cost. All International Customers who wish to return their items can use the returns label found here

WHAT DO I DO IF MY PRODUCT IS FAULTY?
If you receive a faulty item please return to us within 30 days’ of receipt of the faulty goods. Please remember to get in touch with our Customer Service team prior to returning. You can do so by filling out a Customer Service form here, and a member of our team will get back to you.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We aim to process your return 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 30 days of returning the item(s), please contact us with the proof of postage information from your return carrier receipt and we will check this out for you.
HOW CAN I TRACK THE STATUS OF MY RETURN?

As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.

HOW DO I RETURN AN ITEM /RETURNS LABELS?

Great news! We now offer a FREE Collect+ returns service for customers in the UK mainland and Northern Ireland. This means you can drop off your parcel at your local convenience store - and there are over 5,000 participating stores! Here’s how to return with Collect+:

 

  • Click here to generate and print your returns label, and find your nearest store.
  • Re-pack your item(s) in the original packaging with labels and tags still attached.
  • Securely attach the printed Collect+ label to your parcel, making sure to cover the original delivery label.
  • Head to your local Collect+ store with your parcel. You’ll receive proof of postage here – remember to keep this safe in case you need to use it as evidence of your return.
  • You can track your return here using the code you were given.

If you have any any other questions about Collect+, please see our Collect+ FAQs 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.

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! UK Customers can download a new one here and international customers can download a new returns label here

I HAVE LOST MY RETURNS SLIP
Don’t worry if you don’t have a returns slip, you can easily download one here.
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. To return an item please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.
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.

THE CONSUMER CONTRACTS REGULATIONS

If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

Email us: [email protected]

Write to us via post: PrettyLittleThing.com, PO Box 553, Burnley, BB11 9GD

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using the steps in the section above labelled HOW DO I RETURN AN ITEM? You`ll then receive a full refund as per the policy above. For hygiene reasons, pierced jewellery is non-refundable. 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.

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?

As soon as you have placed your order you will be charged immediately. If the money hasn't been transferred from your account within 24 hours, the order will be reverted.

WHAT DOES PAYMENT REVIEW MEAN?

If your order has gone into payment review it means payment has not been received. This can happen for a few reasons, but don't worry, your card won't have been charged!

WHY AM I BEING ASKED FOR ANOTHER PASSWORD AFTER ENTERING MY CARD DETAILS?

This is a 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.

PROMOTIONS & DISCOUNTS

HOW DO I USE A PROMOTIONAL CODE?

Simply enter your promotional code into the 'Redeem a promotional code' box at checkout and hit 'Apply Coupon'. If the code is valid your discount will be applied! For delivery codes, enter 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?

Yes! We offer student discount all year round with UNiDAYS

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. 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

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 My Info Once these changes have been made, hit continue and your changes will be saved!

WHY AM I EXPERIENCING PROBLEMS WHEN ENTERING MY PAYMENT DETAILS?

This is a 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.

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.