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RETURNS

WHAT IS YOUR RETURNS POLICY?
  • Items must be returned within 14 days of receipt.
  • Items must be unworn and unwashed.
  • Beauty lines and pierced jewellery cannot be returned for health and hygiene reasons. Underwear and swimwear can only be returns if the hygiene seal has not been removed.
  • Shoes must be tried on indoors.
  • Items must have all tags attached.
  • Beauty products and accessories cannot be returned.
  • 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 receipt. 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?
Oh no! We're sorry to hear this. 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 14 days for your return to be processed and up to 7 days for the funds to be in your bank. After you have returned your item(s) to us. If you have not been refunded after 14 days of returning the item(s), please contact us with the proof of postage information from your return carrier receipt.
HOW CAN I TRACK THE STATUS OF MY RETURN?

As soon as we have processed your refund, you will receive an email notification. 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.
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 https://www.doddle.com/shopping/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.

To you logo

Here’s how to return using toyou:

  • Visit our website here to print a label or print one in store.
  • Take your labelled parcel to the to youkiosk or desk at your most convenient Asda location; remember to include your returns note!
  • Place your parcel in the dropbox or give it to an ASDA colleague.
  • Remember to keep hold of your receipt to track your parcel, which you can do here
INTERNATIONAL RETURNS

For international returns (excluding US, AUS/NZ and Germany) you can send your items back by using post office counters. Please do not post the package without obtaining a receipt of postage. Keep your receipt of postage safe as you will need this as your proof of return. We don't refund delivery costs on international orders.

There is a returns label included in your parcel. If you have misplaced this label, you can download a new one below. Remember to add your order number if you download a new returns label. This can be found in Order History in 'My Account'.

All international customers can download their returns label here


Returning from US, AUS/NZ or Germany

You can now use eParcel Return to send back your unwanted items. This service is fully tracked, cost effective and stress-free. Simply login to select your item(s) for return.

Please follow the process below for returning your parcel to us.

1. Go to our returns portal at https://prettylittlething.managemyreturn.com

2. Simply follow the onsite instructions, you will only need your order number and email address.

3. Repack items with all of the tags still attached, ideally in the original packaging. Please remember to include a copy of your delivery note.

4. The eParcel Return service is completely FREE for customers returning from Germany and costs $6.95 for US, AUS & NZ customers.. This payment can be made with either a credit card or PayPal.

5. You will need a printer to print off and attach your returns label. Then take it to your nearest locker, streetbox, PUDO or Post Office to send it off, it’s that easy. Make sure you get proof of postage and keep it safe.

6. Once we have confirmation of your parcel from eParcel Return we will issue your credit, this usually takes up to 10 business days.

Click here to start your return.

DO YOU REFUND THE DELIVERY CHARGE?
Unfortunately we do not refund postage/shipping charges on any orders.
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?’.
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, Heasandford Industrial Estate, Widow Hill Road, Burnley, BB10 2BQ

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.

I WANT TO RETURN A PRODUCT BUT LOST MY DELIVERY NOTE

Received your PrettyLittleThing garms but aren’t 100% in love? No worries, we offer free returns. Here’s what you’ve gotta do:

  • First, log into your account
  • Check your order history and select the order you want to return
  • Got it? Now print the order deets
  • Download your free post label here

If you don’t have an account – that’s ok, you can still return for free.

Package up your unwanted purchase with a note inside including your name and order number (you’ll find this on your confirmation email).

Download your free returns label here, and post back to us from your local post office. Please remember to keep your proof of postage.

Wanna join our gang? Make an account 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.