Fast fashion is a giant industry, and the Manchester-based online retailer Pretty Little Thing is making waves world-wide. The brand is now available in the US, France, and Australia as well as the UK. However, not everyone has had a great experience with Pretty Little Thing. Fast doesn’t always mean good quality, and sometimes delivery delays mean it isn’t even all that fast. One of the big problems with online-only fashion retailers is that you can’t just return things to the closest store for a refund. You have to put your time and money at the mercy of a customer services team who you might not even be able to speak to in person. So how do you get a refund from Pretty Little Thing?
Pretty Little Thing Returns Policy
Unfortunately, if an item doesn’t fit or you change your mind about it, Pretty Little Thing does not offer exchanges. You will need to return the items and place a new order. Once you receive your delivery, you have 14 days to return anything if you want a refund. You must not wear or wash items before returning them, and they must still have the tags on. Hygiene seals must be unbroken. For health reasons, Pretty Little Thing will not accept returns for beauty products or piercing jewellery. If a product turns out to be faulty, you should contact customer services and return the item within 30 days. Returns are free from the UK, but international customers usually have to pay for returns.
How do I return items to Pretty Little Thing?
To get your refund, you must post your unwanted products back to Pretty Little Thing. UK customers can do this in a variety of ways. Return parcels through Collect+, Doddle, Royal Mail, Hermes or MyHermes Parcel Shop, or ToYou at Asda. These are all free to print your own returns label. If you lost the note that came in your parcel, you can still return items. Just print your order from the order history page in your online account. You can also just put a note in the parcel with your name and order number. Then print the returns label below and take the parcel to the post office. International customers can use eParcel Returns or take parcels to a post office. Always keep the receipt!
Does Pretty Little Thing Refund Delivery Charges?
Pretty Little Thing has an obligation to make up for non-delivery, incorrect delivery, or defective goods. If you pay for Nominated or Next Day delivery and the parcel doesn’t arrive in this time window, you should demand a refund of at least the difference between the cost of the express option and standard delivery. Whenever an item is faulty, Pretty Little Thing should refund any delivery or returns postage fees. You may not be aware that according to Consumer Contracts Regulations, you are entitled to a refund for delivery costs whether there is a problem or not. If you return products bought online within 14 days of receipt, then they owe you a minimum refund of standard delivery as well.
How long do Pretty Little Thing refunds take?
You should receive an e-mail confirming that your parcel arrived at the warehouse. Once they process your return, you should receive another e-mail to let you know this. From this second e-mail, it can take 3-5 days for the refund to show in your bank account. Pretty Little Thing aims to process all returns as quickly as they can, but you should allow 21 days. If you do not receive either of the notification e-mails or a refund after this time, contact Pretty Little Thing. As long as you can provide a clear photo of your postage receipt and information on the goods, it should be fine. They will try to track down the return and get your refund to you even if the parcel has been lost along the way.
Does Pretty Little Thing refuse refunds?
As mentioned, you need to hang onto your postage receipts. If you don’t hear back from Pretty Little Thing about a refund and then contact them to chase it, they might tell you that they did not receive the parcel at the warehouse. Your receipt is proof that you did send it, and so you are entitled to a refund for the goods you no longer have. With no receipt, they can suggest that you never sent the return and refuse to refund you. You should always take photos of products as you received them and before you return them. This is extra proof in case the retailer makes a claim that you returned an item with damage, such as stains or missing tags. If possible, make sure the photos are dated.
Where is my refund from Pretty Little Thing?
Has it been more than 21 days since you sent your return in the post? This is the returns and refunds window for Pretty Little Thing, so after three weeks you need to contact them. If you are waiting for them to get back to you, then try some other avenues too. Track your parcel with the courier service you used to make sure it did arrive at the warehouse. Check with your bank to see if Pretty Little Thing has actually issued the refund yet. If you never received your delivery at all and you paid through PayPal, then you can take matters into your own hands. Open a dispute in the PayPal Resolution Centre, then escalate it to a claim if they don’t resolve it. PayPal should refund you.
Pretty Little Thing Refund Contact
Whenever you need to contact Pretty Little Thing about a refund, it is best to do it online. They do not have a public contact number for customer services, head office, or the warehouse. You can contact them on Facebook or tweet directly to @OfficialPLT_CS on Twitter. If you make an extensive public complaint, especially if you keep posting it, this should encourage them to finally take action. You should definitely try this method if you already sent an e-mail to email@example.com but didn’t receive a response. Complaints letters can go to Pretty Little Thing, Ultra-Finishing (Hudson Reid) Building, Unit 3, Widowhill Road Industrial Estate, Burnley, BB10 2BQ. If Pretty Little Thing does not resolve your issue then go to the European Commission Online Dispute Resolution platform.