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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.

    • Can I use Klarna to make a purchase on your website?

      We have two different options when checking out with Klarna. To use buy now and pay in 30 days or Pay later in 3 interest free instalments you must be at least 18 years of age.

      Although both of these options do depend on your personal finances, Klarna or Pretty Little Home does not perform a credit check- this means that if you apply for this option when you checkout, regardless of eligibility, your credit rating will not be affected.

      Klarna will run non recorded enquiries that are not visible to anyone else.

    • I haven’t heard of Klarna before, who are they?

      Klarna is a Swedish payment provider, their aim is to make it easier for people to buy things online. They want to make buying things simple and easy for the customer. Over 85 million consumers worldwide have used and trusted Klarna to provide a payment solution and over 200,000 stores use Klarna worldwide.

  • Purchases & Orders

    • Gift Vouchers/E vouchers

      Gift Vouchers/E vouchers

      • Gift vouchers and E vouchers will have a expiration date of 1 year after this they will be void for all purchases on our website and they will not be able to be redeemed.
      • Gift vouchers and E vouchers are Non Refundable.
      • Gift vouchers and E vouchers can be used as store credit, if you have £10 balance and spend £5 you will have £5 remaining on the same voucher for a future purchase, they do not need to be redeemed all in purchase.
    • PRE ORDERS

      Preorders

      • Pre order dates are subject to change due to potential late arrivals, clearing customs or un avoidable problems from our company.
      • You have the right to cancel Pre orders with immediate effect, if the parcel has been dispatched or delivered are standard terms and conditions will apply.
      • Pre orders will be sent together, they will not be dispatched separately to avoid duplicate postage charges.
      • All information regarding your pre orders is accessible on your account dashboard and your order confirmation page.
    • Discount Codes

      Discount codes are available for short periods as we advertise on our website.

      Codes will not apply discount to the following categories :

      • Gift vouchers
      • Gifting
      • Bundle items
      • Sale categories or sale items
      • Discount will not be applied to new product launches at our discretion

      We have the right to remove or extend discount codes as we see fit.

      Newsletter subscription codes are for one use only, they will not work if you have used them already.

    • 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 [email protected] 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?
      • Payment is taken when your order is placed on our website, you will then receive a pre-order confirmation email which explains your product is a pre-order and allocates a shipping date to this order.
      • All products which are purchased on your pre-order will arrive together to avoid duplicate postage charges.
      • Your order will be set as pre order processing on our website, you can monitor the shipping dates on your account dashboard by logging on and clicking pre orders.
      • If your shipping date is changed you will receive a email informing you of the change to the shipping date.
      • Once your products are in stock your order will be changed yo complete on our system and you will receive a completion notification, the order will arrive shortly after.
      • Pre orders can be cancelled at any time up until dispatch, after this time our standard terms and conditions will apply.
    • I have made an order, but don’t have an email confirmation?

      Sometimes our order confirmations can go into your junk or spam folder, please check these before contacting us.

      If your order confirmation has not come through but we have taken payment, it could be due to a spelling error when checking out.

      Please contact us if you are unsure and we can resend the email and also confirm we have your order and it is being processed.

       

    • Can I choose to deliver my order to another address other than my billing address?

      Yes, when you checkout we will ask you for a billing and shipping address, these can be the same or different if you wish to send the order elsewhere.

      For example, if you are sending a gift or you need to send the order to your work address. If you are unsure, you can email us at any time on [email protected].

      Alternatively, you can leave us a note when you check out and we can action this upon dispatching your order.

    • How do I know if the item I am interested in, is in stock?

      The product page will tell you if the item you would like to buy is in stock, we will always do our very best to keep our website updated with the stock that is currently in the warehouse.

      If the item is out of stock, you will be able to add your email address to be notified when the item arrives back into us.

      Occasionally, we may email you to cancel and refund your order if the website is not updated with stock levels.

    • I need assistance with my order?

      Please email us for any help you may need, we do reply to all emails as quickly as we can. Our email address is [email protected].

  • 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 [email protected].

      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

    • Christmas Delivery Update

      A Christmas delivery update from Pretty Little Home

      Please note, that due to unprecedented demand for DPD’s services, deliveries have been impacted in some areas.

      The industrial action at Royal Mail and severe weather around some parts of the country has impacted the entire industry of couriers and means DPD have some delays with deliveries.

      Whilst we as a company are dispatching your orders on time within the time frame specified on our website, once your parcel gets to DPD there are backlogs so this may result in your parcel taking longer than usual to arrive.

      Some of DPD’s depots have had to close so they can deal with the backlog, so please bare this in mind whilst you are waiting for your order.

      Order in time for Christmas delivery

      To be sure your parcel is with you for Christmas please order with us by Monday 19th December

      We will review this again on the 19th and if we can continue to ship after this we will.

       

    • 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.

      Parcel not in my safe place when I arrived home?

      • Please be aware due to fraudulent claims, if you request your parcel to be left in a safe place and its not there when you arrive home after proof of delivery has been shown via DPD or another courier we DO NOT accept responsibility for this or will we send replacements or issue a refund, you are leaving them in a safe place at your own risk.

       

    • 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
      • Malta £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 either DPD or Amazon.

      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
      • Please be aware due to fraudulent claims, if your parcel is left in a safe place and its not there when you arrive home after proof of delivery has been shown via DPD or another courier we DO NOT accept responsibility for this or will we send replacements or issue a refund, you are leaving them in a safe place at your own risk.
      • Amazon or DPD may leave your parcel in a safe place outside your home if nobody is home to accept the delivery. If you do not wish for this to happen please be sure to update this in the tracking information and request your parcel is not left in a safe location. We do not accept responsibility for parcels left by couriers due to fraudulent claims. Please be sure to request couriers re deliver to dropped to a neighbour if you are not happy with parcels being left in a location deemed safe by the courier.
    • Furniture Delivery

      We 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.

      Pallet Delivery 

      Furniture outside our two man delivery radius will be delivered on a pallet, A pallet service will deliver the goods to your home but they will need to be carried inside upon arrival.

      Please be aware if a delivery is arranged and missed by the recipient there will be a re delivery fee to get this sent back out for you.

    • Mainland UK

      If you live inside mainland UK, depending on what you order, your order will be delivered with DPD or Amazon Gift Vouchers will be sent with Royal Mail, Furniture will arrive on pallet deliveries or Two man couriers depending on locations.

      • Amazon or DPD may leave your parcel in a safe place outside your home if nobody is home to accept the delivery. If you do not wish for this to happen please be sure to update this in the tracking information and request your parcel is not left in a safe location. We do not accept responsibility for parcels left by couriers due to fraudulent claims. Please be sure to request couriers re deliver or dropped to a neighbour if you are not happy with parcels being left in a location deemed safe by the courier.
      • Please be aware due to fraudulent claims, if your parcel to be left in a safe place and its not there when you arrive home after via DPD or Amazon we DO NOT accept responsibility for this or we will not send replacements or issue a refund, you are leaving them in a safe place at your own risk.
      • Free shipping for orders over £100 this excludes Furniture
      • 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 [email protected]
      • Disputes with third party payment providers for incorrect deliveries or deliveries must be raised before the 14 days claim period DPD offer in order for us to provide definitive proof the parcel has not been delivered, we cannot assist with claims and raise signature disputes with DPD after the 14day window has past.

       

      Priority Shipping 

      • Orders placed before 1PM will be dispatched the same working day for arrival the following working day.
      • Orders placed after 1PM will be dispatched the following working day, this is due to our allocated time slots with DPD and being able to process pick and pack the order so 1PM is the cut off point.
      • If you placed an order on Friday before 1PM, this will be delivered on the Monday, DPD may deliver this over the weekend as 90% of the time they do but its not guaranteed please bare this in mind when placing your order.
      • For guaranteed Saturday delivery please use Saturday delivery as the shipping option, this option may not appear on our website depending on our fulfilment schedule and how busy we are.

  • Subscription Service

    • Item arrived damaged?

      Please email at [email protected] and we will rectify this for you immediately.

    • I missed my delivery can the box be sent back out?

      If DPD have not attempted delivery or left the parcel at a incorrect location we will take care of any postage costs.

      If a Parcel has not been accepted or failed at the delivery address or not collected from a DPD pickup shop we will charge for a re delivery fee, the box is a very small profit box and we cannot cover postage costs once a delivery has already been attempted successfully.

    • My friend's contents are not the same as mine?

      We will always send the same products in each box but the colour variations may vary depending on the stock we have of each design. On occasions if stock is not available we may use a different product in a subscription box to replace the item which is currently out of stock.

    • Can I track my order and how will it be delivered?

      Subscriptions will arrive with DPD and you will be notified when your order is on the way, you can request it be left in a safe place or with a neighbour if you’re not going to be home.

    • Priority Shipping

      Mainland UK customers will receive free priority shipping on orders over £30 and priority shipping as standard on all orders below £30 but this will be paid for at a rate of £5.95.

      Customers from Europe/Channel Islands/Norther Ireland/Republic of Ireland will not be subject to priority shipping due to high postage costs and not being able to send parcels next day too these locations. we are working on a solution for this where it will be offered

    • Subscription Price Changes

      Price Changes

      If increases or decreases are made to the price of a subscription service you will be informed one month before doing so with an informational leaflet inside your subscription parcel the previous month. Customers will also be welcome to cancel the subscription should you fail to cancel it before your renewal date if the subscription has been cancelled, our subscription service is no fixed term it can be cancelled at anytime.

      Different Subscription rates

      There will be a discrepancy in pricing for subscription boxes depending on your location, as the box is a very small profit box pricing is dependent on your shipping location, for example its more to send to Ireland than mainland uk therefore subscribers from Mainland Ireland norther Ireland or locations such as these can expect to pay a additional cost on their subscription to accommodate these costs.

      None of these costs are added additional and the sign up price is the price of your box, there are no other hidden costs but please be aware if your subscription is £43.98 instead of £37.98 this will be the why.

    • Cancelled subscriptions

      Once a subscription payment is taken the parcel will be delivered, we cannot issue refunds on subscriptions once the payment has been received, your welcome to cancel it the following month.

      All perks along with our subscription service will be removed when the subscriptions are cancelled, such as priority shipping as standard and free priority shipping over £30.

    • Payment was taken on the 1st when will I receive my box?

      Payments are taken on the 1st of the month and the boxes will be dispatched before or on the 15th the same month, this allows us to confirm your payments have been successful and get the boxes out to you in ample time.

      If your order is placed after the 1st of the month, payments will be taken the first of the following month and delivered the same month as payment was made.

    • Can I return my box or exchange the contents inside?

      The boxes are non refundable and the contents cannot be changed once sent out, we will not send duplicate products.

      If anything inside your box is damaged it will be replaced, just send us an email within 2 days of receiving your subscription box.

    • Can I cancel and how do I?

      Subscriptions can be cancelled at any time, there is no minimum term to your subscription, you can log onto your account on our website can cancel your subscription from your account dashboard.

    • Is there a minimum payment term?

      No there is no minimum payment term you can cancel at any point.

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