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FAQ! Need Help?

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ORDERS

WHERE IS MY ORDER?
Please note: tracking is only available once the order has been despatched

Please enter your order number:

**Some orders may be sent in multiple parts, you will receive multiple dispatch emails if your order has been split shipped.

DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?

Unfortunately PrettyLittleThing is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by PrettyLittleThing. 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 IF I HAVE NOT RECEIVED PART OF MY ORDER?

If you're missing part of your order, it's possible it could have been sent in more than one parcel. If this is the case, you will have received one dispatch email per parcel. This is likely to be the case if your order is quite large.

Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel.

If you have only been sent one dispatch email and haven’t received all of your items please contact us ASAP.

HOW CAN I PAY FOR MY ORDER?

We’ve got you covered! We accept the following payment methods:

  • Visa
  • Visa Debit
  • Solo
  • Maestro
  • Electron
  • Paypal

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.

WHAT DOES PAYMENT REVIEW MEAN?

If your order has gone into payment review, it means the order may have failed. If money has been taken from your account and you have not received a order confirmation email, please contact us as soon as you can.

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 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; 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 sales@prettylittlething.com 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? (e.g.Address)

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

CAN I CANCEL MY ORDER?
To make sure you receive your new ASAP, we'll 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 or edit it.
If something additional is needed asap such as a different size or colourway, please place a new order for this and return the unwanted items back to us.
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. So we can get this sorted for you, please drop us a message with the following info:

  • Your name
  • Your order number
  • Product name & code (this can be found on your order confirmation email)
  • Picture of the fault / incorrect item
CAN I EXCHANGE AN ITEM?

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items. If you need any guidence on How To Return, click here.

Still need our help? Hit us up below.
FYI - If you’re getting in touch regarding an order, don’t forget to include your order number.