If you’ve ever bought something online, you know a clear return policy is important. This article explains the return policy Pretty Little Thing uses, so you can shop with confidence.
Knowing the rules before you buy saves time and hassle. We’ll cover how long you have to return items, what condition they need to be in, and how to get your money back. Whether you’re dealing with a wrong size or a change of heart, this guide has the details you need.
Return Policy Pretty Little Thing
Pretty Little Thing’s return policy is designed to be straightforward. They offer a generous window for sending items back, but there are some key conditions you should be aware of. Understanding these details is the first step to a smooth return or exchange.
What is the Pretty Little Thing Return Window?
You have 28 days to return items for a refund or exchange. This count starts from the day you receive your order. It’s a good idea to initiate the return as soon as you decide, to avoid missing the deadline.
For items bought during their major sales, like Black Friday or Christmas, the return window is often extended. Always check your order confirmation email or the website’s policy page during these periods for the exact dates.
Condition of Items for Return
To be eligible for a refund, your items must be in their original, unworn condition. This means all tags and labels should still be attached. The items should also be in their original packaging if possible.
- Items must not be worn, washed, or altered.
- All original tags and labels must be securely attached.
- Footwear should be returned with the original box and without marks on the soles.
- Swimwear and lingerie must have the hygiene seal intact.
Items That Cannot Be Returned
For health and safety reasons, some products are final sale. It’s crucial to check this list before purchasing, as returns won’t be accepted.
- Face masks and other PPE products.
- Pierced jewelry (for hygiene reasons).
- Gift cards and e-gift vouchers.
- Any item that has been personalized or customized.
How to Start a Return
Pretty Little Thing uses a simple online returns portal. You don’t need to contact customer service first. Follow these steps to get your return label.
- Go to the “Returns” section on the Pretty Little Thing website or app.
- Log into your account and find the order containing the item(s) you wish to return.
- Select the specific items and choose your reason for return.
- Choose whether you want a refund or an exchange.
- Print your pre-paid returns label. If you can’t print, you can often show the QR code at a drop-off point.
Packaging Your Return
Use the original parcel bag or a sturdy alternative. Securely attach the returns label to the outside, covering any old labels. It’s a good idea to include the original packing slip inside the package.
Dropping Off Your Package
You can drop your return at a designated courier location. This is usually a local post office or a parcel shop. Keep your proof of postage receipt until you get confirmation that the return has been received.
Refund Methods and Timing
Refunds are issued to the original payment method used for the order. Here’s a typical timeline:
- Once the return is received at their warehouse, it takes about 3-5 working days to process.
- After processing, the refund is issued. It can then take an additional 3-10 working days for the funds to appear in your bank or PayPal account, depending on your provider.
You will recieve an email confirmation when your refund is being processed. If you paid with a gift card, the refund will be issued as store credit.
Exchange Process
If you selected an exchange, the process is similar. The new item will be dispatched once your return is approved. Note that exchanges are subject to stock availability. If the item you want is out of stock, you will be refunded instead.
There is no additional shipping charge for standard exchanges. However, you may need to pay a difference if the new item costs more.
International Returns
If you are shopping from outside the UK, return rules can vary. You are still subject to the 28-day return window. However, you are typically responsible for the cost of return postage, which can be significant.
Always check the international returns section on the PLT website for your specific country. Duties and taxes are often non-refundable, so the refund amount may be less than what you originally paid.
Faulty or Incorrect Items
If you receive a damaged, faulty, or incorrect item, contact customer service immediately. You have up to 30 days to report these issues. Do not use the standard returns portal in this case.
You will likely need to provide photos of the fault or the wrong item. Pretty Little Thing should cover the return costs and expedite a replacement or refund for you.
Store Returns
You can return online purchases to selected Pretty Little Thing physical stores. This is often the fastest way to get a refund. Bring the items, the original packing note, and the payment card used if possible.
Not all stores accept returns, so use the store locator on their website to check before you go. The standard return conditions about tags and item condition still apply for in-store returns.
Tips for a Hassle-Free Return
- Try on items carefully over a clean surface to avoid damage.
- Keep all packaging and tags until you’re sure you’re keeping the item.
- Initiate your return online promptly to stay within the window.
- Always get a proof of postage receipt when you drop off the parcel.
- Take photos of the items in the return parcel for your records, just incase.
Common Issues and How to Solve Them
Sometimes returns don’t go as planned. Here are solutions to common problems.
Return Not Received or Refund Delayed
If it’s been more than 14 working days since you shipped your return, contact customer service. Have your return tracking number and order number ready. They can investigate the parcel’s status and the refund process.
Partial Refunds
You might get a partial refund if an item is returned without tags or in a worn condition. They should email you explaining the reason. If you disagree with their assessment, you can reply to that email with your evidence.
Lost Return Label
You can usually log back into the returns portal and re-print your label. If the link has expired, you’ll need to contact customer service to get a new one sent to you.
About Pretty Little Thing Store Credit
Refunds to store credit are usually processed faster than card refunds. The credit is applied to your PLT account and can be used on a future order. It’s a good option if you know you’ll shop with them again.
Store credit often dosen’t have an expiry date, but it’s best to check the terms when you accept it. You typically cannot convert store credit back to a cash refund.
Seasonal Return Policy Changes
During peak shopping seasons, the return window may be extended. For example, purchases made in November or December often have a January return deadline. Always verify the current policy on their website during these times, as it can change year to year.
Contacting Customer Service
The best way to contact them is through the help section on their website or app. They offer live chat and email support. Have your order number and any relevant details handy to speed things up.
Response times can vary, especially during sales. Being clear and polite in your communication always helps resolve issues quicker.
FAQs: Pretty Little Thing Returns
How long do PLT refunds take?
After they receive your return, it takes 3-5 working days to process. The refund then takes 3-10 working days to show in your account, depending on your bank.
Can I return Pretty Little Thing items to Boohoo?
No, you cannot. Pretty Little Thing is part of the Boohoo Group, but they operate separate returns processes. PLT items must be returned to a PLT returns address or store.
Does Pretty Little Thing offer free returns?
In the UK, they usually provide a pre-paid returns label, making returns free. For international customers, return shipping costs are generally the responsibility of the customer.
What if my item is on sale?
Sale items follow the same return policy as full-price items, as long as they meet the return conditions. The are not final sale unless specifically marked as such.
Can I return a gift?
Yes, but you will need the order number. The refund will go back to the original payment method, which is usually the gift-giver’s card. Alternatively, you can often request the refund as store credit to your own account.
Do I need the original invoice?
It’s highly recommended to include the packing slip inside your return. If you lost it, you can usually print a copy from your online order history. The returns barcode on the label is the most critical piece.
Final Thoughts on the PLT Return Policy
Pretty Little Thing’s return policy is fairly standard for a large online fashion retailer. The 28-day window gives you ample time to decide, and the online portal makes starting a return simple. The key to success is following the condition guidelines closely—keeping those tags attached is non-negotiable.
By understanding the process before you buy, you can shop smarter. Always double-check the policy for seasonal changes and international terms if they apply to you. With this knowledge, you can focus on finding styles you love, knowing the return process is clear if you need it.