We aim to dispatch all orders made before 12pm Monday to Friday (excludes Bank Holidays), on the same day. Orders made on a weekend will be processed the next working day. We will always choose the best courier for your delivery location.
The 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.
All 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.
*Not available for BT postcodes, Guernsey, Jersey and Isle of Man. These will be sent with Royal Mail.
Orders made after 12pm on a Thursday will not qualify for next day delivery as we don't offer Saturday delivery. Your order will be dispatched for delivery on the next working day (Monday, excl. Bank Holidays). Next day deliveries will not be delivered on a Saturday, Sunday or Bank Holidays. Thursday cut off times apply to days that precedes a Bank Holiday.
CUSTOMS & DUTY
Please be aware that Pretty You London does not have any control of any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to the country. We will accurately declare the value of orders made. The buyer is responsible for any duty charges.
There will be a £3 processing charge for any UK returns made using our Royal Mail returns method as linked below. This will be deducted from your overall refund value. Here's how to make your return with Royal Mail. If you have received the wrong item, or your item is faulty, please contact us before making your return.
There will be no return shipping 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.
You can also click here to create your returns label on the Royal Mail website →
If you didn't receive a returns form or have misplaced it, you can print off a blank one here.
International return costs are to be covered by the customer. Our returns address is:
Pretty You London Returns
We will endeavour to process your return within 1 business day of receipt - if a refund is requested this will be issued immediately but may take up to 5 business days to show on your account information. For refunds to PayPal, PayPal may hold your funds for a short period before they can be withdrawn/used again.
On the returns form that was enclosed with your order, please detail the product you would like as an exchange noting the style, colour and size. There will be no additional charge for the delivery of your exchange. You may not receive a notification when your exchange has been dispatched so please allow a few working days after you've made your return.
If you would like the exchange quickly, we suggest you place a new order and then send the original pair back to us with your completed returns form and we will refund you on receipt of the original order.
If it is the case that the requested item, acting as an exchange, is not in stock when we come to process your return, we will action a refund for your order. We will endeavor to notify you of this by email if one has been provided.
If a refund is required because the item requested as an exchange is less than the original item value, please make a note of this on your returns form. If the exchange item you are requesting is of greater value to the item ordered originally, we will contact you to let you know we've refunded your order in full and kindly ask you to make a new order for the item you had requested as an exchange.
Over Christmas, we extend our returns policy as we know items are being given as gifts. If you purchase from 15th October - 24th December, you will be able to return your item up until 31st January. Unwanted Christmas gifts can be exchanged for other goods of the same value with proof of purchase.
We understand that there is a possibility that you may need to return your order. To help you with this, we have a 30 day returns policy for all orders. We ask that the product is unworn, and is in re-sellable condition.
Unfortunately, we are unable to offer refunds on non-faulty products that have been worn or used. For hygiene reasons, we are unable to accept underwear or hosiery that has been removed from its original, sealed packaging. Before wearing your item, please make sure that they fit properly. If you find they don'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 the section below "Faulty Returns".
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. Please contact us about the nature of the fault before returning the item to us. It's helpful to send photographs or a video to demonstrate the fault with the item. We will deal with the issue accordingly.
If your returned items make your order fall below the qualifying amount for the free gift, you will need to return the free gift in order for your refund to be processed, alternatively, if we do not receive the free gift returned back with other items in your order we will deduct the value of the free gift from your refund. We apologise for any disappointment this causes. For example: our Black Friday offer includes a free pair of slippers when you spend over £99, if your returned items trigger your order to go beneath the £99 spend, we will deduct the value of the slippers from your refund, unless the slippers are returned unused with your other items. Please contact us before you return your order if you have any questions.