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RETURNS

 

  

OUR RETURNS POLICY
If you are a customer in the UK or the European Union (EU), you get 28 calendar days under law to cancel your order if you change your mind. However, we may, in our sole discretion, offer you a longer period for returns from time to time. This cancellation period starts from the day after you receive your order. If your order is split into more than one delivery, then the cancellation period will start on the day after you have received all of the Products in your order. Find out how to return your Product(s) at paragraph 5 below.
If you receive faulty Products, you may also have a right to return these Products and to ask us to repair or replace them, or get a refund. Further details on this are set out below.
Please note that, with the exception of any Products which are faulty (for which, see paragraph 2 below):
  • Any Product(s) returned must be sent to us within 28 days from the date you notify us of your intention to return the Product(s).
  • Returned Products should be sent back to us in their original condition, together with the original packaging and all tags.
  • All Products are inspected on return. When trying on clothing, please be careful with the Product (e.g. don’t apply excessive force when pulling zips) and don’t wear products that could mark or scent a Product (such as make-up, fake-tan, perfume, deodorant, cologne, etc.).
  • Returned Products must be unworn and unwashed.
  • Please keep your orders separate as returning more than one order in a parcel, it may cause a delay to your refund.

We will not accept returned Products that show any signs of having been worn or washed, including where the Products are stained or otherwise marked or damaged.

If a Product is returned to us that has been worn, used, damaged, or is otherwise in an unsaleable condition, we reserve the right to refuse your refund. Alternatively, we reserve the right to reduce your refund value to reflect any reduction in the value of a Product.

In addition:

  • Pierced jewellery cannot be returned for health and hygiene reasons if the packaging has been removed, or the seal has been removed, tampered with, or broken.
  • Underwear, swimwear and fashion facemasks can only be returned if the hygiene seal has not been removed and all tags remain intact.
  • Beauty products (including facial and body products) and accessories cannot be returned for hygiene reasons, if they have been opened, used or if the protective seal is not intact.
  • Returned shoes must not have been worn outside, however they may have been tried on indoors (but not on any stone or tiled floors). Any returned footwear must be in its original box (if any) and original shoe or dust bag (if any).
  • Electrical Products may have their own specific warranty period or additional terms relating to returns. Please see further details on any product page. In some cases, electrical Products may not be returned if the packaging has been tampered with or opened, or if any hygiene seal (where applicable) has been tampered with, or is broken.

This does not affect any other rights you may have under the law.

RESTRICTIONS TO YOUR ACCOUNT

We reserve the right in our sole discretion to block your customer account, in circumstances where you breach this Returns Policy or breach our Website Terms of Use or our Terms and Conditions of Sale, including by returning Products in a used condition, or failing to return Products relating to cancelled orders.

Where we suspect fraudulent activity, including in circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning Products after they have been used or worn, or Products returned do not match what you ordered, we reserve the right to withhold refunds and restrict your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

If your account has been restricted and you need to make a valid return, please Contact Us and we can provide you with further assistance, although you may be responsible for the cost of returning Products to us. We reserve the right to take legal action in the case of fraudulent activity on your account, whether suspected or proven.

This does not affect any other rights you may have under the law.

INCORRECT, MISSING OR DAMAGED PRODUCTS

If you receive a Product that is incorrect or damaged, please head over to our Contact Us section and let us know as soon as possible, so that we can consider the matter further.

When you first contact us please include the following information by way of a report of the fault:

  • Your name.
  • Order number.
  • Date of purchase.
  • Date of discovery of the fault.
  • Product name and code.
  • Picture and/or video of the fault.
  • Description of the fault.

(The product name and code can be found on your order confirmation email).

If you believe there is an item missing from your order please contact us within 14 days of receiving your order, otherwise your order will be deemed accepted.

If you contact us via the 'Contact Us' form, please have an image of the faulty Product ready for when you receive a reply as you won’t be able to attach the image on the form.

Once we receive the information requested above, we will consider the issue and we may need to ask you for some further details before we can make a decision on how (if at all) we can help you.

If we accept that the Product(s) is incorrect, missing or damaged, we may in our discretion, offer you a refund or partial refund, which may be by way of e-gift voucher. Our decision on this will depend on our assessment of the fault issue. If we do not accept that the Product(s) is incorrect, missing or damaged, we shall inform you of our decision.

If we do not accept that the Product is faulty, we shall inform you of our decision.

Please be assured that any information you provide will be handled in accordance with our Privacy Notice. Our Privacy Notice is available here.

Any decision by us does not affect any other consumer rights you may have under law.

CONTACTING US TO CANCEL YOUR CONTRACT

There are a few ways to contact us to cancel your contract, you can:

Contact us on social media or Apple messages here

Email us: customerservices@prettylittlething.com

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

If you’re cancelling your contract with us but have already received your order (or receive your order after you have cancelled your contract with us), you’ll need to return the Product(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.

Please refer to section 1 above as regards the time periods for cancelling a contract and as regards the Products which you can and cannot return.

In any event, all returns are quality checked – Products should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if returned Products do not comply with our returns policy.

HOW TO RETURN A PRODUCT & HOW MUCH DOES IT COST?

UK & INTERNATIONAL RETURNS

UK returns are £1.99 if you use the returns portal. If you do not use the returns portal in accordance with our instructions, then you will be responsible for the cost of returning Products to us, using your chosen alternative returns method.

Please note that if you choose to return via any method other than one of our chose carriers, you will remain responsible for the items including for any loss or damage until we receive them.

For International returns, you will also need to pay for your return, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

If you use the returns portal, the process for returns is as follows:

  1. Repack your Products.
  2. Login to our returns portal here. You will need your order number and email/last 4 digits of your phone number.
  3. Select your preferred return option (Print returns label at home or in store options).
  4. Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!
  5. Keep an eye on your return tracking. You'll get an email once we receive your returned Product.
WANT FREE RETURNS?

Sign up to PLT Royalty for unlimited UK next day delivery and free returns for the whole year.

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.

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:

TerritoryLinkCost
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
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

It can take up to 28 days from the date of your return for your parcel to be delivered back to our warehouse and your refund processed.

On receiving your return the next step is for us to check the Product(s). Once our checks are complete, we’ll refund you for the accepted Products returned unless there are any issues with the Product(s) returned as follows:

  • If you paid using a credit or debit card, we will process your refund within 14 days of us receiving the Product from you and the funds should appear on your bank statement around 7 working days thereafter (exact timing will depend on your card issuer);
  • if you paid for your order with a gift voucher or store credit, the value of the returned Product will be credited back to your PrettyLittlething account;
  • if you paid using a “buy now, pay later” service provider, we will notify the relevant service provider that you have returned your Products to us and the relevant service provider will process your full or partial refund as applicable, in accordance with its terms and conditions. Please note that different refund processing times may apply and you should review the applicable terms for your chosen service provider for further information.

Finally, we’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

Unfortunately we don’t offer an exchange facility at this time. Simply return your Product(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.

CAN I DISPUTE MY REFUND?
If you are not happy with your refund, and you wish to dispute this, you must do so within 28 days of receiving your refund.
PLT MARKETPLACE

If you would prefer to re-sell your PLT pieces rather than returning, simply head over to the PLT Marketplace App. With the ‘My Wardrobe’ feature you can find all previous orders meaning your items can be listed in seconds. Sell without limits with Seller+ and take advantage of 0% selling fees and other member benefits.