FAQ! Need Help?
We've got you covered
Please enter your order number:
|Shipping Option||Shipping Times - Please Note: The delivery times shown are from the date of order||Shipping Costs|
|Standard||5 - 7 working days (Metro areas only,may take longer in very remote areas)||AUD$5|
|Express||Up to 5 working days (Not available for PO Box/Parcel Collect addresses, shipping may take longer in very remote areas)||AUD$10|
The express shipping services for Australia, New Zealand and USA cannot make deliveries to PO Box addresses. Please use an alternative shipping address or select the standard shipping service.
Depending on the value of your order may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.
Unfortunately, these charges are out of our hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected shipping charges at your end.
Yes, you can have your parcel delivered to an alternative address; however, this needs to be done at the time of purchase. When filling out Billing address simply untick the box that says ‘Deliver to same address’ you will then be given the option to enter a different shipping address. If this is a business address, always make sure you include the name of the company or organisation in the address field as well as the contact name to ensure your parcel is successfully delivered.
If you or a neighbour is home to accept the order, then a signature will be required. If nobody is home to receive the parcel, the shipping company will leave a card saying that they have attempted to deliver, and provide you with details on where the parcel has been delivered to. If there are no safe places or available neighbours, the courier will notify you and attempt re-deliver the next working day. Delivery will be re-attempted 3 times before being returned to the depot and retuned back to PrettyLittleThing. If you wish to have the parcel redelivered, please contact us.
|Delivered||The item has either been delivered as addressed or, to a neighbour. Please note Special shipping Guaranteed™ items cannot be delivered to a neighbour|
|Inward RDC Volumetric Acceptance||The item is halfway through its journey|
|MDN||If you see ‘(MDN)’, this is an internal note and nothing to worry about - your item is still on track.|
|NOT DELIVERED - RETURNED TO NRC||We've been unable to deliver the item and there's no return address so we've sent it to our National Return Centre.|
|Outward RDC Volumetric Acceptance||We've collected the item from the sender.|
|Pre-advice Received||The sender has told us they're going to post something, but we haven't received it yet.|
|Sales Order Raised||This is only relevant to the sender.|
|Missing pre-advice||The parcel information has not yet been loaded onto our online system. However, the parcel has entered and is still moving within our network.|
|Order generated||The parcel has been booked onto our system but has not yet been collected.|
|'Sorted at national hub' or 'Hub trailer via sorter'||The parcel is being sorted at one of our National Hubs and will shortly be on its way to your local shipping depot.|
|Receipt at depot||The parcel is at either the collection or shipping depot, please check the tracking information|
|Misrouted at depot||The parcel has been sent to the incorrect depot but will be re-routed. Please allow 48 hours for the parcel to reach your local courier.|
|Manifested for delivery/ 'Manifested to courier' or 'Out for Delivery'||The parcel has been assigned to the courier for shipping. It will typically be followed by a 'courier received' scan, once the courier is in receipt of the parcel.|
|Courier received||The parcel is with the courier for delivery, our couriers work between 8am-9pm.|
|Carried forward||The courier has been unable to deliver the parcel but will re- attempt the next working day.|
|Not delivered due to address query||We have had a problem delivering your parcel, if you are the shipper of the parcel, please contact us, with contact details for the recipient. If you are the recipient of the parcel, please contact your shipper, they will be able to resolve this on your behalf.|