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Important update to our services

During these difficult times we’re working around the clock to ensure business as usual to provide you the service you know and love - without compromising on safety.
Due to limited flights, strict social distancing requirements and a substantial increase in parcel volumes as more people shop online, we are experiencing significant delivery delays to our service.
Despite this, we’re doing all we can to get your parcel to you as quickly and safety as possible. Remember you can keep up to date with your delivery through parcel tracking, the chatbot and the MyPost App.
We thank you for your patience at this time with our customer service team who are working tirelessly and doing their best to keep up with the additional demand.

Changing how we work to remain safe

Be assured we’re taking every precaution necessary to protect the safety and well-being of both you and our workers.
Post Offices have implemented social distancing measures and strict cleaning and hygiene standards for all regular services conducted in store. Counter safety screens are also currently being rolled out to further improve hygiene and reduce risks.
The World Health Organisation and the Australian Department of Health have stated that the risk of contracting COVID-19 through handling of mail or parcels is extremely low.
Nevertheless, we’ve added further health and safety steps to ensure that mail and parcels are handled safely by minimising human contact where possible. This is done by introducing contactless parcel deliveries where a signature is no longer required by yourselves to help reduce risks here.
We can only hope life returns to normality for all of us as quickly as possible. Until then, stay safe Australia.
Sending love, support and positivity to all.

RETURNS

 

HOW DO I RETURN AN ITEM FROM AUSTRALIA OR NEW ZEALAND?

Good News! From the 7th October our returns will be going paperless. To simply start your refund please follow the instructions below:

New tracked returns!

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, AUS - https://ausprettylittlething.intelligentreturns.net/main/landing  . NZ - https://nzprettylittlething.intelligentreturns.net

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 ReBound Returns service costs $9.99 AUD & $14.99 NZD. This payment can be made with either a credit card or PayPal.

5. You may need a printer to print your label, the portal will let you know which options are available for you. 

6. Once we have confirmation of your parcel from ReBound we will issue your credit, this usually takes up to 5 business days.

Click here to start your return.

 

Alternatively, you can return your items 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.

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'.

Australian label can be found here

New Zealand label can be found here

WHAT IS YOUR RETURNS POLICY?
  • Items must be returned within 28 days of receiving your order..
  • 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.
  • Any returns must be made at your own cost however you must obtain your proof of postage until you have received your refund, just in case your order is lost on its way back to PrettyLittleThing.
HOW LONG DO I HAVE TO RETURN AN ITEM?

Please return unsuitable items within 28 days of receiving your order. Please return items in their original packaging. For a full breakdown on what items are eligible to return please see ‘WHAT IS YOUR RETURNS POLICY?’.

HOW MUCH DOES IT COST TO RETURN AN ITEM?

We're sorry but we are unable to offer a free returns service. Returns must be made at your own cost. Please return using a standard trackable service. A returns label for your local returns center will be included in your parcel.

I HAVE LOST MY RETURNS SLIP
Don’t worry if you don’t have a returns slip, you can easily download one here.
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 you can find here

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We aim to process your return ASAP, but on occasions it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact us with the proof of postage information on your Post Office receipt and we will check this out for you.

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 CAN I TRACK THE STATUS OF MY RETURN?
As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.
DO YOU REFUND THE DELIVERY CHARGE?
Unfortunately we do not refund postage/shipping charges on AUS 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, PO Box 553, Burnley, BB11 9GD

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. 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 post label here

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

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 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.