Delivery and Returns

Coronavirus Information

During this period of unrest caused by coronavirus, we wish all of our customers well. At this time, we will continue to dispatch orders as per the information below. However, as the situation evolves, we may need to adapt the lead times we offer on our delivery and returns. We take the wellbeing of our staff very seriously so we hope that you understand this.

We will detail any change of service here:

  • Next Day delivery is no longer available
  • Due to office closures, collections will only occur twice weekly
  • Returns may take a little longer to process than normal. Please retain your proof of postage receipt until your return has been actioned. 

If you need any help, or have any problems returning your order to us, please get in touch here.

Take care,
Pretty You London

Delivery

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.

UK Delivery 

    Service Time (Working Days Qualifying Spend Price
    UK Standard Delivery (including Guernsey, Jersey and Isle of Man) 2-4 Orders under £40 £3.95
    Orders over £40 FREE
    UK Next Day Delivery* 1-2 All UK Orders £5.00

    *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).

    International Delivery

    Country/Area Time (Working Days Qualifying Spend Price
    Europe 2-13 Orders under £100 From £11 
    Orders over £100 FREE
    Rest of World Varies Orders under £100 £19
    Orders over £100 FREE


    We don't offer shipping to the USA or Canada. For delivery to these countries, please visit our .com website at prettyyoulondon.com. 

    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.

    Returns

    All return costs are to be covered by the customer. We suggest you use a recorded service and retain a proof of return retain until your return has been actioned. 

    Our returns address is:

    Pretty You London Returns
    Danielle House,
    Ledson Road,
    Wythenshawe,
    Manchester
    M23 9GP
    United Kingdom

    Refunds

    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. 

    Exchanges

    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.

    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. 

    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.

    Christmas Returns

    Over Christmas, we extend our returns policy as we know items are being given as gifts. If you purchase from October 15th - 24th December, you will be able to return your item up until 31st January. Unwanted Christmas gifts can be exchanged for other goods.

    Unworn Returns

    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.

    Worn Returns

    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".

    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.