Frequently Asked Questions
If you can't find the answers to your questions on the rest of our website, hopefully, we can help answer them below on our FAQ page. If not, feel free to contact us here and we'll gladly help.
ABOUT US AND OUR PRODUCTS
HOW OFTEN DO YOU RESTOCK SIZES/STYLES?
There are some styles which we are part of our core collection. These will be restocked at the earliest possible time but there are some styles which are seasonal and therefore won’t be re-stocked. Sale priced items are most often things that won’t be restocked. We will re-list any returns that we will only accept back in an ‘as new’ condition. You should also be able to sign up to our stock notification service by selecting the size that’s out of stock and completing the window with your email address. You will only get an email when this item is re-stocked. Please feel free to get in touch with us to find out if the style and size you’re interested in is coming back into stock.
DO YOU HAVE A SHOP?
We are currently sold in a number of boutiques around the UK, Europe and America. We encourage you to shop locally so please get in touch with us with the specific area you’re looking to buy from and the specific style you’d like so we can look for stockists nearest you. The Pretty You London website does have the full range of products which can be delivered to your door so please feel free to order online with us.
HOW IS YOUR BAMBOO MATERIAL MADE?
Our bamboo is created by crushing the bamboo plant and using a natural enzyme to break it down before fibres are created and spun into yarn. Our Bamboo source is FSC certified meaning it’s responsibly sourced. Its growth doesn’t require the use of any pesticides or other chemicals. Find out more about our Bamboo product here and shop our collection here.
HOW ARE YOUR PRODUCTS SIZED?
Our slippers are dual sizes which we believe is suitable for the type of fit slippers are. The majority of our slippers use thick and soft furs which may bed down after some time and with this, they’ll become moulded to your foot making them even more comfortable - if that’s possible.
Our nightwear is true to size and we grade between sizes in the standard way. The materials we use may experience some shrinking but nothing different from any item you’d buy. If you are between sizes, we would recommend going up a size to allow for comfort.
ARE YOUR PACKAGING METHODS ENVIRONMENTALLY FRIENDLY?
Absolutely! Our slippers come on a hanger made from recycled cardboard and in a recyclable plastic bag. Our new nightwear is coming in a beautiful self-material gift bag with fully recyclable swing tags. The bags they come in are also recyclable. Our mailer bags you’ll receive your order in are also recyclable.
I'VE BEEN ASKED TO BUY A TREE WITH MY ORDER, TELL ME MORE ABOUT THIS?
Pretty You London are working with One Tree Planted to do just that. Plant trees. We aim to create a better environment by planting trees in America, Asia and Africa - places which need regeneration of forests to provide jobss, build communities, restore habitats and create more oxygen in the world. Find out more here and you can visit the One Tree Planted website here.
HOW DO I CARE FOR MY PRETTY YOU LONDON PRODUCTS?
HOW MUCH DOES DELIVERY COST?
This depends on where it’s being delivered. For a full list of delivery prices, please see our full Delivery and Returns page.
HOW LONG WILL IT TAKE TO GET MY ORDER?
All orders confirmed before 12pm on a normal working day will be dispatched for next day delivery. All orders after 12pm will be processed and dispatched the following working day, for next day delivery. You should receive a tracking number as soon as your order has been dispatched. If you’ve provided contact information, we will have passed this onto our couriers where they can use it, so you will receive updates from them. If you still have any further questions, get in touch with the Pretty You London team here.
I HAVE A DISCOUNT CODE, WHERE CAN I USE IT?
Once you’ve added your product to your basket and moved on to the checkout, you’ll see a box below your product summary. Enter it there, click apply and the discount should be applied to the applicable products.
WHY IS MY DISCOUNT CODE NOT WORKING?
All good things come to an end. It may be that the code you have is no longer valid or that an exclusive code has been shared in a public way meaning it’s simply not available to you. We're sorry if this is the case. We would love you to become one of the Pretty You London community so feel free to contact us to see if we have any current offers you could take advantage of.
CAN I USE MORE THAN ONE DISCOUNT CODE ON MY ORDER?
Unless otherwise stated, discount codes can't be used in conjunction with any other offer or promotion and you can only use one discount code per order.
CAN I AMEND OR CANCEL MY ORDER?
All of our orders are processed and dispatched as quickly as possible so it may not always be possible for you to amend or cancel your order once it's been confirmed. Please call us on +44 (0)161 945 8001 (UK based customer service team) as soon as possible so we can try to arrange an amendment or cancellation for you. If you aren't able to ring us, please email us as soon as you can. We check our emails as soon as we arrive in to the office and we may be able to intercept your order in it's process. If the amendment to your order means there is a difference in price, we may cancel your order and ask you make a new order with us.
MY ORDER HASN'T ARRIVED YET, WHAT SHALL I DO?
We’re sorry to hear this. Please check that your order has been dispatched, allowing for public holidays in the country where your order is being shipped from. Log into your account where you should find a tracking number or if you checked out as a guest, you should have received an email to give you this update. If you still can’t find your tracking number, please contact us here.
WHICH COURIER WILL YOU SEND MY ITEM WITH?
This will depend on where you’re ordering from. We also can’t be specific as this is always changing to give you the best service we can offer. The couriers we use are USPS, UPS, DHL, Parcelforce, Royal Mail and DPD. Some of these couriers will pass your parcel onto a local courier. We should always be able to provide a tracking number but your order may not need to be signed for. If you have any questions about the tracking of your order, please feel free to get in touch here.
THERE IS A PROBLEM WITH THE ORDER I'VE RECEIVED
We’re very sorry to hear this. We’d like to get this corrected as soon as possible. Please contact us here and we’ll get back to you as soon as possible.
HOW DO I MAKE A RETURN?
We’re sorry to hear that you’re having to make a return but we understand these things happen. Please visit our Delivery and Returns page for full information on the steps you need to follow to make a return.
WHAT DO I DO IF MY ITEM IS FAULTY OR DEVELOPS A FAULT AFTER LIMITED USAGE?
If the item you have received is faulty then firstly, we sincerely apologise. Our returns go through stringent checks before they are returned to stock, but this may just be down to human error. Alternatively, they may have arrived with us in this way from our manufacturer. Either way, we understand this isn’t acceptable and we need to know about it to correct it for the future. Please use our contact form contact form to let us know the details of the fault along with clear images so we can access the fault and deal with it accordingly.
I BOUGHT A PRETTY YOU LONDON PRODUCT FROM SOMEWHERE ELSE AND THERE’S A PROBLEM WITH IT. WHAT DO I DO?
We welcome you sending us information about this so we can learn how to rectify any mistakes in the future, however, the contract of sale is held with the retailer where you bought that product. You would have to return the item to them. We’re very sorry for the inconvenience caused by this. You can contact us here.