0

FAQ! Need Help?

We've got you covered

RETURNS

*Please note Print At Home returns are currently unavailable. However, all other options are still available: Evri Drop Off/Pick Up, 24/7 InPost Lockers, Royal Mail Drop Off and ASDA toyou Drop Off.

 

  

HOW DO I RETURN - UK PAPERLESS RETURNS

We've gone paperless! You'll now no longer receive a delivery note in your parcel. Don’t worry – Returns are still quick, easy and free.
Start a return here and follow the simple steps below.

    • 1. Repack your items.

    • 2. Log in to our returns portal here. You will need your order number before continuing. (Your order number can be found on your order confirmation email or in your ‘my account’ section). You will also be asked to enter the postcode of the address that your order was delivered to.

    • 3. Select your preferred return option (Label free and print in-store options are available).

    • 4. Once you have processed your return in the portal, you’ll be emailed a shipping label or QR code to scan at your chosen drop-off point. Securely package your items then its ready to post it off! Make sure to keep your proof of postage!

  • 5. Keep an eye on your return tracking. You'll get an email once we receive your returned item. You’ll receive your refund in up to 14 days!

Full returns policy below:

  • Items must be returned within 28 days of receipt.
  • Items must be unworn and unwashed.
  • Pierced jewellery cannot be returned for health and hygiene reasons.
  • Underwear and swimwear can only be returned if the hygiene seal has not been removed.
  • Beauty products and accessories cannot be returned for hygiene reasons.
  • Shoes must be tried on indoors.
  • Items must have all tags attached.
HOW DO I RETURN FROM EUROPE & HOW LONG DOES A RETURN TAKE?
ACCESS RETURNS PORTAL

Quick and easy returns through our Returns Portal! Your refund should be processed within 14 working days of you dropping your parcel off.

  • Simply re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
  • Print a returns labels on our Returns Portal and drop it off at your local post office.
  • You will receive an email confirmation for tracking and proof of return!
Territory Link Cost
EU

https://euprettylittlething.intelligentreturns.net/main/landing

* Customers in Malta please note you must return parcel at your local Post Office. 

 €5
WHAT IS YOUR RETURNS POLICY?
  • Items must be returned within 28 days of receipt.
  • Items must be unworn and unwashed.
  • Pierced jewellery cannot be returned for health and hygiene reasons.
  • Underwear and swimwear can only be returned if the hygiene seal has not been removed.
  • Beauty products and accessories cannot be returned for 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 28 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

HOW DO I TRACK MY RETURNED PARCEL?
Carrier Link
Royal Mail https://www.royalmail.com/track-your-item#/
Collect+ https://www.collectplus.co.uk/track/new
Evri https://www.evri.com/track-a-parcel
ASDA You https://www.toyou.co.uk/home
InPost https://www.inpost.co.uk/users/track-my-parcel/
WHAT DO I DO IF MY PRODUCT IS FAULTY?
Sorry you have received a faulty item! So we can get this sorted, please contact our Customer Services with a picture of the faulty item and your order number using one of the methods you can find here
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We aim to process and refund your return ASAP, but on occasions it may take up to 28 days UK (28 Days International) for your return to be processed and a further 7 days for the refund to reach your account.
Please check your account as the refund will show under 21THREECLOTHING LTD or PRETTYLITTLETHING, and may show on the date of your original purchase.
If you haven't received a refund and it has been more than 28 days UK (28 days international) since you posted your returns then please contact us with a picture of your proof of postage 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.

INTERNATIONAL RETURNS

(Including Canada and EU)
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/Germany:

RETURNING VIA PORTAL IS QUICK, EASY AND COST EFFECTIVE!

Returning through our portal means you should get your refund within 14 business days. Need to return? Click the link for your country below and follow the instructions. Please note, the portals are country specific and you may need a printer for your label:

Territory Link Cost
US https://usprettylittlething.intelligentreturns.net/main/landing $4 USD
AUS https://ausprettylittlething.intelligentreturns.net/main/landing $9.99 AUD
NZ https://nzprettylittlething.intelligentreturns.net/main/landing $14.99 NZD
DE

https://euprettylittlething.intelligentreturns.net/main/landing

 €5
DO YOU REFUND THE DELIVERY CHARGE?

Unfortunately we do not refund delivery charges on any orders. Unless you have contracted as a consumer in the EEA and you have cancelled your Contract under clause 5 of the Terms and Conditions, in which case we will refund delivery charges you have paid for delivery of the products to you, although the maximum refund for delivery will be the least expensive delivery method we offer to your delivery destination.

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 UK or 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

CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL?
Please keep your orders separate, as returning more than one order in a parcel may delay your refund.

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.