FAQ

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

Our goal is to provide timely responses to all messages and emails we receive. We process inquiries in the order they are received and aim to reply as quickly as possible. Typically, we are able to respond within 24 hours of receiving a message or email.

  

HOW LONG IS THE PROCESSING PERIOD?

Typically, it takes between 1 to 2 business days to process an order after it has been placed. Our packing team is usually able to prepare most packages within 24 hours. However, in cases where there is a backlog, processing times may extend up to 3 business days after the day you placed your order.

 

GENERAL SHIPPING INFORMATION:

Our packing team operates from Monday to Friday, excluding major holidays, and is responsible for processing and shipping all orders. Upon placing your order, you can expect your package to be posted out the same day if placed before 3pm or the next working day if placed after. Royal Mail serves as our primary carrier for all customers within the UK and worldwide. 

 

WILL MY ORDER COME IN ONE PACKAGE?

Yes, all orders will be packed in the same parcel.

 

OUT OF STOCK/BACKORDERED ITEMS:

If any of the items in your order happen to be out of stock, we will notify you via email of the expected shipment date. If we do not anticipate restocking the items within the next two weeks, we will proceed to issue an automatic refund for those items.

 

ADDRESS CHANGES:

Our packing staff are extremely efficient. Therefore, if you detect any error in your order, please email us as soon as possible with your name and order number so we can attempt to rectify the mistake before shipping your package. Although we cannot guarantee that changes can be made, especially after your package has left our facility, we will make every effort to help you in any way we can.

 

DO YOU SHIP INTERNATIONALLY?

We do provide international shipping services to most countries. The estimated delivery time for international orders is between 7-10 days from the date of shipment.

 

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

We are sorry to hear that your shipment arrived damaged. Kindly reach out to us with your name and order number, and we will be glad to assist you further.

  

WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?

If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 14 days prior to the delivery of your order so make sure to contact us within that time frame. To get a hold of us to assist you please either use the 'Contact Us; tab or email us at support@prettylittleluxury.com