DELIVERY / SHIPPING
We aim to dispatch all standard and next day orders placed before 12pm Monday to Friday (excluding Bank Holidays) on the same day. All standard and next day orders received after 12pm on Fridays and over the weekend will be processed on the next working day.
The vast majority of our delivery services can be tracked. You should receive a tracking number when your order is dispatched. If you do not receive a tracking number, please contact us here.
Please note that our free delivery thresholds will always be applied after a discount code is used, not before. If your order total is below the threshold after using a discount code, then the delivery charge will be applied.
Most orders are now delivered in our revolutionary reusable and sustainable packaging bags. These aren't just for show - they're designed to be folded, dropped in any postbox for free, and sent back to us to use again. Find out more here.
Royal Mail - UK Standard Delivery (tracked 2-3 working days): £3.95 (FREE on orders over £50)
DPD Next Day Delivery* (tracked, order by 12pm): £5.50
*Not available for BT postcodes, Guernsey, Jersey and Isle of Man. Orders placed after 12pm on a Thursday are not eligible for our Next Day service as we're currently unable to offer Saturday and Sunday delivery.
Royal Mail - International (tracked 3-5 working days): €11.00 (FREE on orders over €100)
Delivery service to: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain & Sweden.
The maximum order value we can accept for EU delivery is €150 to ensure the final price you pay at the checkout is inclusive of all duties and taxes.
Should the value of the items you’re looking to order be more than €150, please separate them across multiple orders. If doing this means you’re charged €11.00 on an order, please get in touch and we’ll refund this.
DHL Express (tracked 2-4 working days): $15.00 (FREE on orders over $150)
Services may vary to Alaska and Hawaii. The final price you pay at the checkout will be inclusive of all duties and taxes if your order is below $800. You may be expected to pay further charges once your parcel arrives in the US if your order is over $800.
DHL Express (tracked 2-6 working days): $25.00 on all orders
There may be additional customs and duty charges to be paid. It is the sole responsibility of the buyer to pay any charges to receive the order.
DHL Express (tracked up to 7 working days): £19.00 on all orders
Delivery service to: Australia, New Zealand, Qatar, Turkey & UAE.
Please note that once your order arrives in the country of delivery, there may be customs and duty charges to be paid. It is the sole responsibility of the buyer to pay any charges to receive the order.
RETURNS & EXCHANGES
We will endeavour to process your return or exchange within three working days of receipt. We inspect all returned items to ensure that they remain in a resellable condition once received. If a refund is requested, this will be issued immediately but may take up to five working days to show in your account. For refunds to PayPal, PayPal may hold your funds for a short period before they can be withdrawn/used again.
We offer a 30-day returns policy from the date your order is received.
There will be a £3.50 processing charge for returns made using our Royal Mail returns method within our portal below. This will be deducted from your overall refund value.
There will be no charge for orders being returned requesting an exchange.
If you received your items in a Movo reusable bag, please use it for your return and attach the provided zip tie to secure. We regret that we're unable to take responsibility for missing items in bags returned without a securely fastened zip tie.
All return costs are to be covered by the customer, with items returned to our UK address:
Pretty You London Returns
Danielle House
Ledson Road
Wythenshawe
Manchester
M23 9GP
United Kingdom
RETURNS & EXCHANGE PORTAL
Our warehouse team will immediately prepare your order for dispatch once it has been processed. Therefore, once your order is confirmed, it cannot be cancelled or amended. Please ensure that you are happy with your order before completing your purchase and check all sizing and address details are correct.
If you have any queries, please contact us at email@prettyyoulondon.com.
Yes, if you are a resident of the Channel Islands, you are eligible to reclaimVAT. Please place your order as normal, then contact us with your order number once your goods have been delivered, and we’ll refund it for you.
Over the festive period, we extend our returns policy as we know items are being given as gifts. If you purchase between 15th October and 24th December, you will be able to return your item up until 31st January. Unwanted gifts can be exchanged for other goods of the same value with proof of purchase.
Unfortunately, we are unable to offer refunds on non-faulty products that have been worn or used. Before wearing your item, please make sure that it fits properly. If you find it doesn't fit at a later stage, we will be unable to offer a refund. Any non-faulty products that are returned to us in a worn condition will be disposed of and the cost of the item will be retained as a disposal charge. If you believe your item to be faulty, please see below.
We check all orders that we dispatch for quality, but we do understand that occasionally the odd order may slip through our stringent checks. We may not honour a refund for the return postage unless you've contacted us initially.
We will ask you about the nature of the fault within our portal before returning the item to us. It's helpful to send photographs to demonstrate the fault with the item for us to review. We will deal with the issue accordingly.
If your returned items make your order fall below the qualifying amount for a free gift, you will need to return the free gift in order for your refund to be processed. If the free gift is not returned back with other items in your order, we will deduct the value of the free gift from your refund. Please contact us before you return your order if you have any questions.