FAQs

SHIPPING OPTIONS

Delivery Option & Delivery Times & Delivery Costs

USA Standard Shipping, 6-8 Business Days, $9.99

CAN Standard Shipping, 5-8 Business Days, $15.99


WHERE IS MY ORDER?

Missed your shipping?
If you placed an order using the standard shipping service and your USPS tracking is showing that there has been an unsuccessful shipping attempt or if you have received a drop card, then you will need to either reschedule your shipment or arrange to collect your parcel from your local USPS post office.
For some areas, you can reschedule your shipping online here -  https://redelivery.usps.com/redelivery/ . If this is not available in your area then you will need to contact your local post office. You can find the details of your post office here -  https://tools.usps.com/go/POLocatorAction!input.action   
 You will have 15 days from the date of the first shipping attempt to either reschedule shipping or collect your parcel. After this time your parcel will be returned to us.


WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?

Sorry to hear you haven’t received a part of your order! Please note that during the period July to September, some orders may be sent out in multiple parts.
If you are missing part of your order, please check:
  • Your dispatch email, if your order is going to be sent in multiple parts then your dispatch email will only include some of the items you ordered, you will then get another dispatch email. You will also receive multiple tracking numbers.
  • The receipt/invoice in the bag, this will show the items you should have received in this parcel. If you have everything that is on the invoice the rest of your order will come separately.
  • Your PLT parcel packaging, if your order is arriving in multiple parcels then there will be a sticker on the bag to let you know the order has been split.
If you are missing items from your order and your dispatch email and invoice show all items on your order, then please get in touch with our customer services team HERE. Make sure to let them know your order number and which items were missing.


DO YOU SHIP TO PO BOXES?

The express shipping services for USA cannot make shippings to PO Box addresses. Please use an alternative shipping address or select the Standard or Saver shipping service.


WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?

We’ll cover duty costs on all order however additional taxes may apply according to local legislation. 



WHAT TIME WILL MY ORDER ARRIVE?

Shipments can be made anytime between 8am and 9pm.


CAN YOU SHIP TO A DIFFERENT ADDRESS OTHER THAN MY BILLING ADDRESS?

Yes, you can have your parcel shipped 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 ‘Shipping 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 shipped.


DO I NEED TO SIGN FOR MY PARCEL?

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 shipped to. If there are no safe places or available neighbours, the courier will notify you and attempt re-ship the next working day. Shipping 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.


WHAT IF MY PARCEL DOESN'T ARRIVE?

You can track the status of your order here. If you placed an order using the standard shipping service and you have missed your order you can reschedule your order here - https://redelivery.usps.com/redelivery/ . If this is not available in your area then you will need to contact your local post office. You can find the details of your post office here -  https://tools.usps.com/go/POLocatorAction!input.action   
If you are unable to access the status of your order, please contact us and we'll get back to you ASAP.


DISPUTED SHIPPING

Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
If you wish to dispute shipping of your order, you have 28 days starting from the day that the tracking status for you order is updated by the carrier as fulfilled (i.e. updated as shipped to the address set out in the Dispatch Confirmation). We reserve the right to request evidence, before issuing any refund of the price paid and/or any associated shipping costs.


PLT ROYALTY

Prettylittlething Royalty shipping is valid for a 12 month period from the date of purchase. Your subscription to Prettylittlething Royalty shipping is subject to these terms and conditions. Customers need a registered Prettylittlething account to subscribe. The service must be purchased by selecting the Royalty Shipping option at checkout. Once purchased Prettylittlething Royalty Shipping is non-refundable. Prettylittlething Royalty Shipping entitles customers to Unlimited speedy shipping. There is no limit on how many times you order. Prettylittlething Royalty is available for east coast registered shipping addresses only. check your eligibility. Your order will be shipped within the timescales stated at checkout. Timescales for shipping may change so always refer to the time stated at checkout. Prettylittlething reserves the right to change or amend the shipping service at our discretion. During busy retail periods (including but not limited to Black Friday weekend and Cyber Monday) shipping times may take longer. Prettylittlething Royalty Shipping is for personal use only and is not available for customers who purchase goods for business, re-sale or wholesale purposes. It is the customer’s responsibility to ensure the use of Prettylittlething Royalty Shipping in accordance with the terms and conditions. Any breach will result in the termination of your membership and no refund will be given. You are responsible for using Royalty in accordance with the terms and conditions. We will not give any refund for termination related to conduct that we determine, in our discretion, violates these terms or any applicable law, involves fraud or misuse, or is harmful to our interests or another user. Prettylittlething reserve the right to accept or refuse membership and to change any terms and conditions at our discretion. Customers will be informed of any significant changes to these terms and conditions. Your statutory rights are not affected.


ORDERS


WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?

If you're missing part of your order, it's possible it could have been sent in more than one parcel, this is likely to be the case if your order is quite large.
Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel.
If you haven’t received all of your items please contact us within 14 days.


HOW CAN I PAY FOR MY ORDER?

We’ve got you covered! We accept the following payment methods:
  • Visa
  • Visa Debit
  • Solo
  • Maestro
  • Electron
  • Paypal
  • Klarna
  • Clearpay 
You can be assured that shopping with PrettyLittleThing is safe! We’re a member of "Verified by Visa" and "Secure by MasterCard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.


WHAT DOES PAYMENT REVIEW MEAN?

If your order has gone into payment review, it means the order may have failed. If money has been taken from your account and you have not received a order confirmation email, please contact us as soon as you can.


HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.


WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?

Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add support@helpall0rder.com to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us


CAN I MAKE CHANGES TO MY ORDER? (e.g.Address)

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.


CAN I CANCEL MY ORDER?

To make sure you receive your new ASAP, we'll start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel or edit it.
If something additional is needed asap such as a different size or colourway, please place a new order for this and return the unwanted items back to us.


WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We're sorry to hear that you've received an incorrect or faulty item. So we can get this sorted for you, please drop us a message with the following info:
  • Your name
  • Your order number
  • Product name & code (this can be found on your order confirmation email)
  • Picture of the fault / incorrect item

CAN I EXCHANGE AN ITEM?

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items. If you need any guidance on How To Return, click here.


RETURNS & REFUNDS

HOW DO I RETURN AN ITEM FROM USA?

You now have the option to choose store credit instead of cash for your returns. Just select “store credit” when presented with the returns modal on the PLT site. Any customers who opt for credit return will receive 10% extra on their refund price. The cost of your returns amount will be deducted from the full amount of your refund. We are sorry but any customers who made their purchase using store credit or a gift card will not recieve the 10% extra on their refund price. Sorry, but this option is not available got goods that are faulty and you must contact customer service as usual to return these items. To return the item, please contact our customer service and pay $7.


WHAT IS YOUR RETURNS POLICY?
  • For a limited period, orders placed between 7 November and 5 January are eligible for an extended returns window. You may create a return up until 23:59 on 5 January.
  • Items must be unworn and unwashed.
  • Grooming products, pierced jewellery or swimwear (if the hygiene seal has been removed) cannot be returned for health and hygiene reasons.
  • Shoes must be tried on indoors.
  • Items must have all tags attached.
  • Accessories cannot be returned.
  • Any returns must be made at your own cost however you must obtain proof of postage until you have received your refund, just in case your order is lost on its way back to PrettyLittleThing.

CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL?

Please keep your orders separate, as returning more than one order in a parcel may delay your refund.


HOW LONG DO I HAVE TO RETURN AN ITEM?

For our American friends, 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?’.


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 here


HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We aim to process your return ASAP, if returning through our Returns Portal your refund should be processed within 28 working days of you dropping your parcel off at your local post office / collection point but on occasions it may take a little longer. If you have not been refunded after 28 days of returning the item(s), please contact us with your order ad returns tracing details.


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.


DO YOU REFUND THE DELIVERY CHARGE?

Unfortunately we do not refund postage/shipping charges on US 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: support@helpall0rder.com
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.

PROMOTIONS & PR QUERIES

PRICING POLICY
Pricing Policy. Our percentage off promotions, discounts, or sale markdowns are customarily based on our own opinion of the value of this product, which is not intended to reflect a former price at which this product has sold in the recent past. This amount represents our opinion of the full retail value of this product today based on our own assessment after considering a number of factors. That’s why before checking out, it’s important you acknowledge that you understand this. Cool with that? Great, happy shopping!


HOW DO I USE A PROMOTIONAL CODE?
Enter your promotional code into the “Coupon Code” box at checkout.

Hit “Use”

If your code has been applied a pink tick will appear and display your savings.

If your code is a delivery code and your saving is showing as €0.00 then check you have the relevant delivery option selected for the code.

If you see red text saying “Invalid coupon code” check out our promo troubleshooting steps below.

Only one promotional code can be used per order.

Promotional codes may be switched off on site during busy periods- but we will always let you know if they are switched off.

Promotional codes are not applicable to beauty, sale (red prices) or premium items, unless otherwise stated.


MY PROMO CODE ISN'T WORKING
Entered a promo code into the “coupon code box”, clicked “use” but getting an “invalid code” message in red text? Check the below helpful tips and FYIs before getting in touch:

All codes have an expiry date you know. Check the email in which you received the code to confirm how long you have to use it.

Check you do not have any sale (red prices), beauty or premium items in your basket. Codes cannot be used on these.

Make sure you are entering the code in capital letters and without any spaces. This is super important!

Make sure you are not trying to apply more than one promo code per order.

Make sure you have selected the relevant delivery method, if your code is a delivery discount.

Some promotional codes only apply to certain items e.g. new in/hotlist. If you received your code on email, the full details of the items the code is applicable on will be included.

Items that are already on sale (red prices) will be excluded from any further discount via promo code (unless otherwise stated).

If you want to change the code on your order, press the “Change Code” button under the pink tick on the delivery page during checkout.

Promotional codes are country specific, so if you are given/find a code check this is relevant for the country you have ordered from.
Most of our codes are single use, so if you have used the code before and it is now showing as invalid then please check the terms of the code to confirm if it is single use.


MY PROMO CODE ISN'T APPLYING TO ALL ITEMS IN MY ORDER?


All sale (red prices), beauty and premium items are excluded from promotional code discounts, unless otherwise stated.


STUDENT DISCOUNT

Calling all students – get discount off your order! Simply register with Student Beans here to verify your student status and get your student discount today!

TECHNICAL

I'M EXPERIENCING ISSUES USING THE PLT APP

If you're experiencing issues using the app there are a couple of things that might help:
Update your app, we release updates to the app regularly that include fixes for common issues and improvements. To update your app, search for PLT in the App Store/Play Store and press update.
Force close the app and reopen. If you're experiencing a glitch, try force closing the app and reopening.
If your issue is more specific e.g. struggling to make a payment, the other options on this page might help but if you are still experiencing issues please reach out to our customer services team.


WHAT SHOULD I DO IF I'VE FORGOTTEN MY PASSWORD?

At log in, click the “forgot password” option and follow the steps to reset. Unfortunately due to GDPR laws, we are no longer able to manually reset your password, so if you are having issues receiving your password reset email please check your spam and junk and try again. Our customer service team will not be able to resend this or amend your password.


HOW DO I CHANGE MY PASSWORD?

Need to change your password? Log in using your current password, follow the steps under account information. Forgot your password? At log in, click the “forgot password” option and follow the steps to reset. Unfortunately due to GDPR laws, we are no longer able to manually reset your password, so if you are having issues receiving your password reset email please check your spam and junk and try again. Our customer service team will not be able to resend this or amend your password.


WHY AM I EXPERIENCING PROBLEMS WHEN ENTERING MY PAYMENT DETAILS?

This is a 3D Secure payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information, please contact your bank.


HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?

Just hit 'Unsubscribe' button at the bottom of the email newsletter.


HOW DO I CHANGE MY SAVED DELIVERY ADDRESS?

Simply log into your account and click the 'addresses' option. From here you can either create a new one or edit an existing one.


HOW DO I CHANGE MY SAVED PAYMENT DETAILS?

Simply log into your account and click the 'payment details' option and either add, delete or edit your payment options.


HOW DO I CHANGE MY CONTACT PREFERENCES?

You can choose how you want us to contact you about things we think you'd like to hear about. Don’t wanna keep up with our latest goings on, offers and all things PLT? No worries, simply log into your account, click on contact preferences and untick all contact options.


PRODUCT & STOCK

50 for $5 Product

Our 50 for 5 Dresses offer is just one of the tactics we are adopting to reduce textile waste and offer our customers exceptional value. These amazing pieces are created from material that may have otherwise gone to waste, which allows us to keep the price down and divert waste from landfill. The items on sale are carefully selected and do not in any way impact the cost price we pay to suppliers, or the way we value of the work that goes into creating the garments.
We use our discounting strategies to give our customers access to on trend items no matter what their budget.

WHY CAN'T I FIND AN ITEM THAT WAS ADVERTISED?

Oh no! This is probably because our advertised products usually sell out very quickly so it may be that they are no longer in stock! But please keep an eye on our Back In Stock section as we are constantly updating it!
Unfortunately our Customer Service team are unable to help with stock queries, so checking out back in stock is your best bet!
You can also search for a product using our visual search feature- screenshot the item you are looking for, head to the search bar and click the camera icon – follow the instructions from there! (this feature is only available on mobile)


WILL YOU BE GETTING MORE STOCK?

Our popular items can sell out quickly as we are all about FAST fashion. In the meantime, why not browse through our Back In Stock category!
Unfortunately our Customer Service team are unable to help with stock queries, so checking out back in stock is your best bet!


DO YOU HAVE A SIZE GUIDE

Heads up! As we are a UK based company, our products will come with UK sizing, but not to worry, all product sizes have been converted accordingly to match sizes in your country. Check out our size guide HERE to check this matches the size you have ordered.