Returns & Refunds

• Our Return Policy +

  All product returns for refunds are valid after 48hrs of delivery.
  
  1.Eligible for Returns & Exchanges

  • Items are unworn, unwashed, uncut, with intact tags and packaging (no damage, stains, or odors), and do not affect secondary sales;
  • Quality issues are found after receiving the item (such as fabric damage, loose seams, cracked/peeling prints, zipper malfunctions, serious fit defects, and other non-human damages);
  • We shipped the wrong size, color, or style (comparison proof of the actual item and order screenshot is required);
  • Items have significant color difference (photos of the actual item under natural light are required, and the color difference exceeds a reasonable range).

  2. Not Eligible for Returns & Exchanges

  • Customized items (such as personalized printed, embroidered, or monogrammed products) unless there are quality issues;
  • Items that have been worn, washed, cut, or with damaged/lost tags/packaging, affecting secondary sales;
  • Human-caused damages (such as stains, scratches, tears, deformation/fading due to improper washing, etc.);
  • Customized items with no quality issues due to personal subjective preferences (such as "dislike the style", "fabric not as expected", "ordered the wrong size by mistake", etc.);
  • Discounted items clearly marked "Final Sale - No Returns/Exchanges" during promotional activities and with no quality issues.
• Shipping Fee & Cost Instructions +

  1. Shipping Fee Responsibility

  The merchant shall bear the shipping fee:

  • Items have quality defects, incorrect shipment, or mismatched size/color;
  • Unconditional returns within the 14-day cooling-off period in EU regions (in compliance with CRD requirements).

  The customer shall bear the shipping fee:

  • Unconditional returns/exchanges for non-quality issues (e.g., incorrect size ordered by mistake, style dissatisfaction, etc.);
  • The logistics method selected by the customer for returning items exceeds the standard shipping fee range provided by us (e.g., expedited shipping).

  2. Other Instructions

  • We shall not be liable for customs duties and taxes incurred during the return/exchange process (for cross-border orders); please consult local customs in advance if a tax refund is required;
• Refund Policy +
  • Refund method: Shall be returned via the original payment method by default (e.g., credit card payments will be credited back to the original card, PayPal payments to the original account);
  • Refund amount: Returns will be fully refunded for the actual payment amount of the item (excluding the original order shipping fee unless it is the merchant's responsibility);
  • Special cases: If a coupon/discount code was applied to the order, the refund amount will be calculated based on the actual payment amount (coupons are non-refundable, and used coupons shall be deemed invalid).
• International Returns +

  For International returns, you will 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 do not post the package without obtaining a receipt and keep this safe as you’ll need this as your proof of return.

  Please note we do not refund the delivery costs on international orders.

• 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) for a refund and reorder 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.
  
  

• Contacting Us To Cancel Your Contact +

  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:ahatheme@gmail.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.

• My Orders Have Been Sent In More Than On Parcel, How Do I Return? +

  Each order must be returned separetly using its own order reference. Make sure all items are logged via our portal. Once logged you can package them up together and attach just one of the labels to the front of the parcel. Pssst, make sure you keep hold of your proof of postage receipt!
  
  

• 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.