How can we help?
Here at Pretty Little Home, we really hope you’re happy with your order but we understand that sometimes things don’t work out.
If all or part of your order arrives damaged, please contact us via email as soon as you can and please supply us with:
- Photos of the damage
- Your order number.
If you are happy for us to send a replacement out we will do so, or alternatively we will offer you a full refund. This must be done within 2 working days of you receiving your order.
If you would simply like to return your order for a refund, please send your return to the following address :
Pretty Little Home
Blue ribbon park
Please be sure to add your original invoice in your order, or your order number, this is so we know who to issue the refund to upon arrival back to our warehouse.
Please note, it is your responsibility to return the item to us, we do not provide free returns, unless the item is damaged or faulty.
Please ensure you send it back to us using a tracked service as we cannot be held responsible if the return gets lost.
It is also advised you use a courier who will take good care of your goods, as if they arrive back damaged to our warehouse due to transit on return we cannot issue a refund.
Do I get my postage back from a return?
Postage is not refundable for returns which are made based on a customer not liking a product, we have paid our courier for a service which has been fulfilled, postage is non refundable. If your product arrives damaged we will issue a full refund including postage no problem at all.
All returns must be sent back to us in the same way that you received them, in their original packaging to prevent any damages in transit. The item must be unused and undamaged.
You can return your order to us using any tracked service to ensure its arrival, we are not responsible for lost parcels.
Items which arrive back damaged cannot be refunded as we cannot re sell the goods.
All returns should be made within 14 days, or contact made with our customer service team.
Refunds can take up to 2-10 working days to process at the warehouse depending on how busy we are, they are usually done at weekends, PayPal refunds are instant, Card payments can take 5-10 working days to appear in your bank. You will receive a email notification fro your selected payment provider (PayPal Stripe etc) when the refund has been processed.
My parcel wasn’t 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.
Who pays for returns?
If you simply do not like your order or its not the right choice for you, the costs to return your purchase will be at your own expense, if the item is damaged we will cover the costs and send free returns labels for you.
Unopened Return ?
If you were not home when DPD attempted to deliver your parcel a refund will not be processed for 14 working days onwards, this is to avoid re packaging and admin fees getting the order ready incase it needs to be re sent out.
To receive your refund sooner if you do not wish for it to be resent out just drop us a email, if you do wish for your product to be sent back out there will be a re delivery fee applied if DPD attempted the original delivery. If DPD did not attempt or did anything wrong in the delivery process we will cover the costs of the delivery for you no problem at all.
Please email us on [email protected] if you would like to arrange a furniture return. We will arrange collection for this if the furniture is damaged or faulty, however if it is being returned for any other reason you will need to cover the returns costs and arrange the return of the furniture safely.
Furniture sent with a courier which arrives back to us damaged in un sellable condition will be return back to you and no refund will be issued, please use reputable couriers if you are returning furniture and make sure its packed securely how it arrived with you.
If there are any issues with your furniture you need to let us know within 24hours of receiving your goods so we can rectify this issue, and also be sure this has not been caused by misuse or damaged accidentally.
Furniture must be returned within 7 days from receipt of your order, any longer and we will not accept the return.
Didn’t pick my parcel up from the pick up shop or missed delivery times?
If your parcel has been attempted delivery and it has not been accepted or left at a collection shop and not collected, the parcel can be re sent out to you at a cost of the postage fee again, however customers who require a refund and do not wish for the parcel to be sent back out, will be liable for the costs of postage for the original delivery to send this parcel to them as well as the costs to return it back to our warehouse, as we are charged by DPD to send the parcel to consigner and also to return it to warehouse if it is not collected, this cost will be deducted from the order total before refunds are issued.
Please be aware of this, as it can cost almost £12 off your order value if you refuse to collect a parcel form the shop or ignore correspondence to collect your parcel or receive delivery of the goods.
Customers which refuse to pay Duty to there local customs authority upon arrival of their parcel are subject to the costs of the outbound and the inbound costs of postage to be deducted from there order, as DPD charge us to send the parcel and also to send it back if delivery is not accepted, we are not responsible for the costs of the transit of the parcel should customers refuse delivery of them, both the postage costs to send the parcel and return the parcel will be deducted from the value of the order before the refund is processed.
Please check with your local authorities of the costs of duty fees in your country before making an order to Europe.