Return to Help Index
Order Status
I placed an order but have heard nothing from you.

When you place an order with us we will contact you by email using the email address you supplied at checkout. We will send you an email to:

confirm your order has been received; this email will be sent to you straight away once we have received your order

confirm that your order has been shipped; this email will be sent to you once your order has been packed and despatched to you.

Sometimes, the emails we send to you may be blocked by anti-SPAM software that you may be using on your computer. If you donít receive an email from us to confirm your order has been received please check your settings; we recommend that whatever email account you give us allows emails from (or our domain name You could add us to your Safe Senders List or your Address Book; this will assist in making sure these important emails from us, get to you.

If you are able to get emails from us, but still havenít received an order confirmation please email us at

Has my order shipped?
Once we have packed and despatched your order, we will email you to let you know that it has shipped. If you have created an account, you can also check the status of your order by clicking the "My Account / Order Status" link at the top right-hand side of our website.
How do I track my order?
  If you have created an account, and we have provided a tracking reference number, you can track your order by clicking the "My Account / Order Status" link at the top right-hand side of our website.
Can I change my order once it's been placed?
If you have created an account, you can click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed.

you can't make changes to your order once placed. As payment is taken at order placement, it will be locked and marked as either Processing or Shipped depending on how far along the despatch process it is.
When will my order arrive?
  Estimated delivery times depend on the country of destination and class of shipping option chosen. You can find more information about shipping options, estimated delivery times and shipping charges in our Shipping and Delivery Policy.
Why was my order cancelled?
On rare occasions, we might choose to cancel a customer's order.  This may be because of, but not limited to, one or more of the following reasons: 
  • As an anti-fraud measure, the billing address you use for your Pretty Pieces order MUST match the billing address on your credit card. If we can't verify your billing address with your card issuer, we will cancel your order for security reasons.
  • The checkout process isn't fully completed or is completed incorrectly.
  • You contact us and ask us to cancel the order.
  • The item you ordered cannot be supplied (e.g. on rare occasions, stock may not be available for reasons beyond our control).
  • We are unable to contact you about any matters that need to be resolved (e.g. incorrect completion of checkout page, missing shipping address details etc).
The credit/debit card used will be fully refunded in the event that we choose to cancel the order.