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Your Questions Answered

FAQs

We're here to help. if you need to speak to us about an order, a product query or anything else, please get in touch

  • Klarna

    • How do returns work with Klarna?

      As soon as we have received your return, Klarna will update automatically. For both a full or partial return, Klarna will reflect this.

      For example, if you have returned the whole product you will owe Klarna £0.00 (except for postage costs). If you have returned just part of your order, Klarna will send you a new statement with the reduced balance.

    • Can I pay before the due date?

      As soon as Klarna email you once you have made your purchase you can pay. Klarna will provide you with the information you need in your email.

    • I have been accepted and paid with Klarna, what happens now?

      Klarna will send all information that you need to the email address you have given when you checkout. This includes how much you need to pay, when you need to pay it by and reminders.  It is important that you provide Klarna with your correct information so that they can send you any important information.

    • What happens if I am not accepted by Klarna on your website?

      Klarna is dependant upon various factors and it is not always universally available. There is still the option to checkout with PayPal or credit card on our website.

    • How can I increase the chance of being accepted by Klarna?

      Ensure that when you checkout you enter your correct billing address and name.

      Any spelling errors or differences could stop your payment being authorised with Klarna.

      If you have been accepted by Klarna before for previous purchases it does not mean that you will automatically be accepted again, likewise if you have been denied on a previous occasion, it does not mean that you will be denied for all future orders.

  • Purchases & Orders

    • How can I pay for my order?

      We accept all major credit and debit cards via Maestro, Visa, MasterCard, we also accept PayPal and Klarna.

      We do not accept Cheques, however if you would like to make a bank transfer then please contact us and we can provide you with the details.

    • Can I add to an existing order?

      Yes, providing the order hasn’t been dispatched.

      If you email us on orders@prettylittlehome.co.uk with your order number, we can then send you an invoice for the additional item/s.

    • Do you offer discount codes?

      Please sign up to our newsletter, you will be emailed any discount codes that we have, as and when they become available.

    • What happens if I give the incorrect delivery address?

      Please contact us straight away, if your order hasn’t left the warehouse yet then we can easily amend the order to go to the correct address.

      If the order has already left us, we cannot take responsibility for this, however we will do all that we can to help.

    • How do pre-orders work?

      Occasionally, we will add stock to the website that isn’t actually in our warehouse yet. This can be due to high demand or because we are confident with the stock quality.

      The product that is on pre-order will clearly state the expected delivery date into us. We will then dispatch it to the customer.

      If you have an item on pre-order, you will be notified by email once it is dispatched. We also advise that you order any other items separately if you require them quicker to the pre order dispatch date.

  • Returns & Exchanges

    • How do I apply for a refund or a return?

      Here at Pretty Little Home, we really hope you’re happy with your order but we understand that sometimes things don’t work out. Please visit our Refunds and Returns policy for more information.

    • How do returns work with Klarna?

      As soon as we have received your return, Klarna will update automatically. For both a full or partial return, Klarna will reflect this.

      For example, if you have returned the whole product you will owe Klarna £0.00 (except for postage costs). If you have returned just part of your order, Klarna will send you a new statement with the reduced balance.

    • What if I need to cancel my order?

      We can cancel your order providing it hasn’t already been dispatched, if you think you would like to cancel your order please email us as soon as possible on orders@prettylittlehome.co.uk.

      Please provide us with your order number and name and we will do our best to help.

      If the order has not left us we will issue you a full refund back to your original payment method.

  • Delivery Information

    • Tracking your parcel

      DPD Tracking 

      All of our parcels apart from gift vouchers will arrive with DPD, when your order is completed on our system you will receive and email informing you that your order is complete.

      The completion order will have a tracking link which you can click, the link will direct you to DPDs website and it will auto fill your information for you to track the order to arrival at your home.

      Why isn’t my order showing on the tracking system ?

      • The order will not become active on DPDs system until it has been scanned and collected from our warehouse, please try It again in the evening or the following day.

      I have had an order completion email but my order has not updated with DPD?

      • If you have had the order completion this is because it has been printed off on our system, we have large volumes of orders each day, so if it has been completed it means its in the pile awaiting process, we try our best to get through the volume the same day, but in some instances larger volumes will push the dispatch back to the following morning. This will delay the tracking being updated on your order, but rest assured if you have the order completion document it is being processed and will be leavening any day.
    • International Delivery

      We now offer delivery to all of Europe, the delivery cost will be calculated at checkout depending on the country , Free shipping Is available for all orders in Europe over the value of £150.

      For delivery to the rest of the world please email us with your order requirements and our team will get back to you with a quotation

      Please be aware of your local customs Duty fees, you will need to research how much these fees are in your country, as each country differs.

      Parcels returned due to non payment of Duty fees are subject for postage costs for the outbound and inbound parcel costs.

       

      Prices for Main land Europe destinations are below :

      • Italy is £15.00
      • Austria £15.00
      • Belgium £15.00
      • France : £15.00
      • Germany : £15.00
      • Denmark : £15.00
      • Czech repubic : £15.00
      • Netherlands £15.00
      • Luxembourg : £15.00
      • Slovakia : £15.00
      • Spain : £15.00
      • Switzerland : £15.00

      Free delivery on orders over £150 for Mainland Europe.

      Europe :

      • Croatia £22
      • Estonia £22
      • Finland£22
      • Hungary £22
      • Poland £22
      • Portugal £22
      • Solvenia £22
      • Sweden £22

      Prices for the Far Europe :

      • Bosnia £28
      • Bulgaria £28
      • Greece £28
      • Iceland £28
      • Latvia £28
      • Lithuania £28
      • Norway £28
      • Romania £28
      • Serbia£28
      • Ukraine £28
    • UK Non-Mainland Delivery (including Ireland)

      Please find the delivery rates for outside of the mainland UK, these will be delivered by DPD.

      Free shipping is offered to Mainland Europe on orders over £120

      • Republic Of Ireland (including Dublin): £12
      • Northern Ireland: £8.92
      • Isle Of Man: £11.00
      • Isle of Scilly: £11.00
      • Channel Islands: £11.00
      • Scottish Highlands: £9.56
      • Scottish Islands: £9.56
    • Furniture Delivery

      We can only offer furniture delivery to Mainland UK.

      Furniture delivery is £35.00, we will contact you once you have made your order to arrange a suitable delivery date and time.

      However if you live in Dublin, ROI, Northern Ireland, Isle of man, Scottish Highlands or Islands then please email us for a delivery quote. Delivery to these parts will be a pallet service delivery.

    • Mainland UK

      If you live inside mainland UK, depending on what you order, your order will be delivered with either DPD or Royal Mail (excluding furniture).

      • Larger orders will be sent with DPD, whilst smaller and lighter parcels are sent with Royal Mail
      • All of our orders are tracked until they reach your home
      • Gift vouchers will be sent free shipping with Royal Mail, this can take up to 7 days, if you need it sooner priority shipping should be selected.
      • Delivery times can vary, however we aim to dispatch all orders within 5 working days from the day the order is made.
      • During busy periods, such as Christmas, our delivery times may take a little longer
      • You can email us for an order update at any time on hello@prettylittlehome.co.uk

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