Customer Service Information
How fast do you dispatch?
Orders placed before 1pm Monday-Friday go out SAME DAY, we do not dispatch on weekends. Orders placed on bank holidays and weekends are processed the following business day. During peak times this may be slightly longer. (For more information and shipping prices please see our Shipping Page)
Where are you located?
We are located near Dorking in Surrey. Our warehouse address is Unit 6, Tanners Meadow, Brockham, Surrey, RH3 7NH.
How long will it take for my order to arrive?
We have a range of shipping options for you to choose from with shipping times between next day to 3-5 working days for the uk and 3-8 working days for International orders. All shipping estimated times are provided at the checkout.
Notes on shipping:
- The day of shipment is not considered a transit day by any of our carriers, no matter what time the order is placed, processed, or shipped.
- We reserve the right to upgrade your shipping method as we deem appropriate, including switching to a different carrier or service provider to deliver your package faster or more reliably.
Do you ship internationally?
Yes! Please see our Shipping Page for more detail
Do you provide a collection service?
Yes! Orders can be collected by appointment from our warehouse nr Dorking in Surrey, please contact us if you wish to use this option.
Can I return part of my order?
We are pleased to be able to offer our customers a 100% Satisfaction Guarantee. We want you to be happy with your pretty party supplies! If the products you selected didn't work out for any reason, we will issue a refund for returns received within 30 days of the original purchase date. Custom products may not be returned.
- Return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded.
- If you received a special offer discount on your order, that amount will be deducted from your return.
- Returns received past the allowable date will not be refunded.
- Items must be returned in unused condition in their original packaging. Damaged returns cannot be accepted. You may ship the returned item(s) to us at: Pretty Little Party Shop, Unit 6, Tanners Meadow, Brockham, Surrey, RH3 7NH.
Your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.
Please note that although we issue refund funds to your bank/credit provider immediately, in some cases there may be a delay of up to 14 working days before you bank displays the credit in your account. If you haven’t received an agreed refund from us, please firstly check directly with your bank before contacting us.
I received my order and one of the items is incorrect/missing/damaged
We are very sorry if you have received a wrong or faulty item and will do all we can to rectify that situation with urgency! Please let us know what you ordered and what you received in its place. Missing, incorrect, or damaged items must be reported to us within 14 days of receipt of the package. Please keep the entire contents of the package as we may need photos of the damaged parcel in order to file a claim.
What happens if I refuse the delivery, or I am not home to accept the delivery?
All couriers charge a fee to return the package to the sender. Since we shipped the package on your behalf, you may be liable for the return shipping fees if you refuse delivery, or if an attempt has been made multiple times by the carrier with no success.
I gave you the wrong shipping address. What should i do?
Please let us know of changes ASAP. After the package has already left our warehouse, we may not be able to make any changes. If the package is returned by the carrier, we will be happy to issue a refund for the items, or re-ship to a new address, but you will be responsible for the re-ship charges.
The tracking on my order says it was delivered, however I never received it - what should I do?
Once the package has left our warehouse, it's more effective to contact the courier directly. Have your tracking information handy so they can help you track it down.
Do you offer any discount codes?
Occasional we may offer seasonal discounts and special offers. The best way to find out about discounts and offers is via our newsletter - sign up to our mailing list to be first to know about any of our offers!Other Questions
If you have any other questions or queries then please don't hesitate to contact us at email@example.com
Thank you for Shopping with us