Placing an order with Pretty You London is simple and secure. Browse our collection of slippers, nightwear, loungewear and bedding, choose your preferred size and colour, and click “Add to Basket.” Once you're ready, visit your basket to review your items. Our checkout guides you through each step of delivery and payment clearly before confirming your order. After checkout, you’ll receive a confirmation email within a few minutes.

If your confirmation email hasn’t arrived after 10–15 minutes, please check:

• Your spam or junk folder
• Whether the email address entered at checkout was correct
• Your Pretty You London account — the order may already appear there

If you still can't find your order confirmation email after checking the above areas, please get in touch via our contact centre.

Yes — you can edit your order for up to 30 minutes after placing it. This includes updating your delivery address, removing items or changing sizes. You can do this from your order confirmation page or via the link in your confirmation email.

After 30 minutes, our warehouse begins preparing your order. If you contact us immediately after this window, we will do our best to help, but changes are not guaranteed. Once your order has been sent for dispatch, edits are no longer possible.

You can cancel your order within the first 30 minutes using your order confirmation page. After this, please contact us as quickly as possible. If your order has not yet been processed or sent to dispatch, we may still be able to cancel it manually. Once dispatched, cancellations are no longer possible, but you are welcome to return the items once they arrive.

All Pretty You London order numbers begin with SPYUK- followed by a series of numbers. You can find this number in your confirmation email, dispatch email, or within your Pretty You London account.

We’re very sorry for the mix-up. Please contact us with your order number and a photo of the item received. We will send the correct item as soon as possible or arrange a return label if needed.

Some orders may arrive in multiple parcels. Please check all dispatch confirmations to see if another parcel is on the way. If something is genuinely missing, contact us with your order number so we can investigate quickly.

Thank you for letting us know — errors can occasionally happen. Please contact us with your order number and a photo of the unexpected items, and we’ll advise you on the next steps.

We’re truly sorry for the inconvenience. Please contact us with your order number and clear photos of the fault. We’ll arrange a replacement or refund as quickly as possible.

We ship our clothing and slippers worldwide. Bedding has restricted destinations due to size limitations, and any unavailable destinations will be shown at checkout. For more details, visit our Delivery & Returns page.

Shipping costs and estimated delivery times are clearly shown at checkout based on your address and selected shipping method.

Typical delivery costs & times:

• UK Standard: 2–4 working days - £2.95, free on orders over £60
• UK Express: 1–2 working days - £5.50, free on orders over £120
• International: 5–12 working days (varies by region and customs)
  

For seasonal updates, service interruptions, or courier delays, we recommend checking our Delivery Page.

Yes — Express Next Day Delivery is available at checkout for eligible UK postcodes. During peak seasons such as Christmas, express capacity may be limited depending on courier availability.

Please note that to be eligible for next day delivery, your order must be placed before 12PM and deliveries only take place Monday - Friday. Any order placed from 1PM on Friday to Midnight at Sunday would not arrive until Tuesday.

We do not offer weekend-specific delivery services. However, some couriers may deliver on weekends depending on your location, and your tracking updates will provide the most accurate delivery estimate.

Please check your tracking link first (you can find this in your order confirmation email), as delays can occur due to weather, customs, or seasonal courier congestion. If your parcel has exceeded the stated delivery timeframe, contact our Customer Care Team and we will liaise with the courier.

You can find real-time updates using your tracking link, which is emailed to you once your order has been dispatched.

Track your order using the link in your dispatch confirmation email. For more delivery guidance, visit our Delivery & Returns page.

If your tracking shows 'delivered' but you can’t locate your parcel, please check:

• Safe places around your home
• Neighbours who may have accepted it
• Household members
• Any courier delivery photos

If you still cannot find it, contact us and we will help resolve this.

International orders may be subject to customs fees depending on your country’s import rules. These charges are the customer’s responsibility.

You can update your delivery address within the first 30 minutes of ordering via your confirmation page. After that, contact us immediately — if your order has not yet been sent to dispatch, we may be able to update it.

Your courier will leave a calling card or update your tracking with redelivery or collection options. Please follow the instructions provided in your tracking link.

We offer 30-day returns on unworn and unused items. Christmas gifts qualify for extended returns until 23rd January. Full details can be found on our Returns Page.

We use a paperless returns system. Simple open our returns portal and enter your order number (which can be found in your confirmation email) and either your email or the delivery postcode. After entering your details you'll be able to see your order and your available returns options. Start your return here: Returns Portal

Once your return reaches our warehouse, refunds typically take 5–10 business days to be processed. You will receive a confirmation email once your refund has been issued.

If you are only slightly outside the returns window, please contact us — in some cases, alternative solutions may be available.

You can request a return or exchange through our Returns Portal: Returns Portal

If you received a Pretty You London item as a gift, we can help facilitate a return or exchange. Having the original order number (SPYUK-) helps, but if you don’t have it, we’ll still assist wherever possible. Please contact us for more details.

Yes — exchanges for individual items can be made using our Returns Portal here: Returns Portal

We accept major debit and credit cards, PayPal, Apple Pay, Google Pay, Clearpay and Klarna. All payments are secure and encrypted.

UK orders include VAT. International customers may be required to pay customs fees, depending on local regulations.

Yes — sign up for our email newsletter to receive a welcome discount and be notified of offers and new arrivals.

Only one promotional code can be used per order. Discount codes cannot be added after your order has been placed.

No — only one code can be used at checkout.

Please check:

• The code’s expiry date
• Minimum spend/quantity requirements
• Whether the code applies to the items in your basket
• If the code has already been used

If the code still won’t apply, please contact us.

Many discount codes are single-use. If you believe this is an error, please reach out to us.

Expired codes cannot be reactivated. Subscribe to our newsletter for future promotions.

No we currently do not offer gift boxes or gift wrapping.

Yes — our packages do not include printed receipts or price information, making them gift-friendly.

After your order arrives, you'll receive an email inviting you to leave a review. You can rate your items, upload photos, and share your experience with the Pretty You London community.

Our bedding follows standard UK sizes:

Duvet Covers:

• Single: 135 × 200 cm
• Double: 200 × 200 cm
• King: 225 × 220 cm
• Super King: 260 × 220 cm

Fitted Sheets (36 cm depth):

• Single: 90 × 190 cm
• Double: 135 × 190 cm
• King: 150 × 200 cm
• Super King: 180 × 200 cm

Pillowcases:

• Standard: 50 × 75 cm
  

Sustainability matters to us. Many of our products use bamboo viscose — a soft, breathable and environmentally conscious fabric — as well as recycled fibres where possible. Product pages include detailed material breakdowns.

If your item has shrunk unexpectedly, please check the garment’s care label. Washing at high temperatures or tumble drying may cause shrinkage. Our bedding also comes oversized and is designed to shrink after the first wash to fit perfectly. If you followed all care instructions and believe the item shrank unusually, please contact us with photos.

Each item has its own specific care requirements listed on the product page and garment label. In general, we recommend washing on a gentle, low-temperature cycle, avoiding harsh detergents, and air-drying when possible.

Simply click the ‘unsubscribe’ link at the bottom of any Pretty You London marketing email or "STOP" on any SMS. You can update your preferences in your account dashboard as well.

Seasonal delivery timelines are updated each year based on courier schedules and peak periods. Check our Delivery Page for the latest information: Delivery & Returns

Final delivery cut-off dates vary by location and shipping method. We publish full details each year on our Delivery Page: Delivery & Returns

All Christmas orders qualify for extended returns until 23rd January, giving recipients plenty of time.

Pretty Perks is our loyalty programme that rewards you with points for shopping, reviewing products, celebrating your birthday and referring friends. Learn more here: Pretty Perks

Simply create an account using your email address. You'll automatically receive 200 welcome points.

You can earn points in several ways:

• Create an account: 200 points
• Spend £1: Earn 5 points
• Leave a review: 500–600 points
• Celebrate your birthday: 1,000 points
• Refer a friend who places an order: 1,000 points

Log into your account and visit Pretty Perks → Redeem Points. You can choose a voucher based on your available balance. Pretty Perks page: Pretty Perks

No — only one promotional offer can be used per order, including Pretty Perks vouchers.

Points expire 12 months after your last activity. Placing an order or earning points in any way resets the expiry.

Pretty You London is stocked by selected retailers including John Lewis, Debenhams, QVC, Superdrug, Wolf & Badger, Rackhams, Myza, OnBuy, and a number of independent boutiques.

If you purchased your Pretty You London item through one of our retail partners, your return must be processed directly with them. Each retailer has its own returns policy, and we are unable to process returns for orders placed outside prettyyoulondon.com.

Our teams are here to help:

Customer Service: email@prettyyoulondon.com

Wholesale Enquiries: wholesale@prettyyoulondon.com

Media & Partnerships: media@prettyyoulondon.com

If your enquiry is about an order, please include your order number (SPYUK-) for faster assistance.