FREE UK RETURNS
find out more >

0
We use cookies on this website, you can read about them here . ACCEPT

FAQ! Need Help?

We've got you covered

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

You can choose one of the following returns options

Collect+ Logo

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.

Doddle logo

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

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

Returning with Doddle is FREE and convenient. You don’t even need a label!

Just repack your item(s) in the original packaging with all the tags attached.

Bring your parcel to any Doddle store-you can find your most convenient Doddle location here.

We’ll do the rest! You’ll get a tracking receipt and you can check the progress of your return at www.doddle.com

Want to know more? Visit www.doddle.com/prettylittlething

Royal Mail Logo

UK customers also have the option to returns items via Royal Mail tracked returns. This is a FREE service simply click here and follow the steps to print your own returns label.Once completed,you will receive an email with instructions on how to return your item and a tracking link.

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

Hermes Parcel shop logo

HERMES PARCEL SHOP SERVICE

You can return your PrettyLittleThing order FREE via any newsagent or corner shop that offers the Hermes service.

Complete the returns note that came with your parcel and pop it into the parcel with your return.

Click here to arrange your return and follow the simple steps. You’ll be sent an email with your returns label that you’ll need to attach to your parcel. You'll need to create and print one label per parcel.

Take your parcel into any Hermes Parcel Shop location. Most Hermes Parcel Shop locations are open 7 days a week, with extended opening hours. Click here to find your nearest Hermes Parcel Shop location.

Click here for more details on returning with Hermes.

Hermes Logo

HERMES COLLECTION SERVICE

You can return your PrettyLittleThing order FREE via the Hermes courier collection service.

Complete the returns note that came with your parcel and pop it into the parcel with your return.

Click here to arrange your return and follow the simple steps. You’ll be sent an email with your returns label that you’ll need to attach to your parcel. You'll need to create and print one label per parcel.

Your collection address must be accessible to the courier and there'll need to be someone there to hand over the parcel. Hermes will attempt the collection between 8am to 8pm, and you'll be sent an estimated 4hr window on the day of collection.

Click here for more details on returning with Hermes.

INTERNATIONAL RETURNS

International customers can download their returns label 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: customer.services@prettylittlething.com

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.

Still not found what you're looking for?