Shipping & Returns

UK Postal Code Exceptions

IMPORTANT SHIPPING NOTES

We endeavour to dispatch all orders placed before 3pm Mon-Fri to go out the SAME DAY, we do not ship on bank holidays or weekends, courier delivery times are from 8am-6pm unless specified.

All shipping timeframes including international other than next day are approximate and should only be used as a guide. During busy periods please allow extra time to receive your order. If you live in a remote area or the Highlands or Northern Ireland please allow at least one extra working day. 

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.

FREQUENTLY ASKED QUESTIONS

When will my order be sent?

We will send you a dispatch email as soon as your order has left our warehouse along with a tracking link. All orders placed before 3pm Monday-Friday go out SAME DAY wherever possible. We do not dispatch at weekends and Bank Holidays.

Where will the courier leave my parcel?

Our couriers always aim to deliver your parcel directly to a recipient or to a safe porch/letterbox etc. If you think you will be out when your deliver is made, Customers can choose for parcels to be delivered to a 'safe place' i.e a shed, neighbour, porch etc. This 'safe place' is customers responsibility, we cannot be responsible for loss, theft or damage once items have been delivered.

How do I track my parcel?

Once your order has been dispatched we’ll send you an email with a tracking link. If you have a query about your tracking call us on 01372 602179, or email us at info@prettylittleps.com. Please notify us as soon as possible in the event of a delay to the selected service and we will investigate and try to resolve, unfortunately we cannot be accountable for delayed items.

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 haven't 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. 

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.

Can I return all/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, 2 Uplands, Ashtead, KT21 2TN

Your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.