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Returns and Refunds Policy
We aim to provide an excellent shopping experience at www.pretty-pieces.co.uk, and hope that you are always happy with your purchase(s). However, we know that sometimes you might change your mind about something you have ordered from us.
The Returns and Refunds Policy below forms part of our Terms and Conditions so please take the time to read and understand them before placing any order.
If you do want to return goods, read through the following sections to see which circumstance best suits your reason for return. The circumstances in which you are able to return goods to us are outlined in the following sections:
1. 14-day No Quibble Guarantee
2. Damaged, Faulty or Incorrect Goods
3. Returning Goods Received as a Gift
Please also make sure you read the information given in the following sections:
1. 14-Day No Quibble Guarantee
Under the UK Consumer Protection (Distance Selling) Regulations 2000, if you purchase anything from us by ordering goods online, over the phone, by fax, or by mail order you have the legal right to withdraw from the purchase of your order within a seven-working-day cooling off period. At Pretty Pieces we better that and offer you a 14-day no quibble guarantee!
If you have bought something from us and decide you don't want to keep it for whatever reason, then you can return it to us within 14 calendar days of the receipt date for a refund. All we ask is that you take good care of the goods while they are in your possession as they will need to be returned in their original condition; please do not use or wear any item(s) until a decision to keep the item(s) has been made. This is further outlined in the policy below. (Please note: if goods are faulty, damaged or incorrect then you should refer to Section 2 Damaged, Faulty or Incorrect Goods).
1.1 Where you choose to return goods to us under the 14-Day No Quibble Guarantee you MUST:
- notify us immediately of your intention to return goods by completing the online Request for Returns Number Form * (within 7 working days of receipt of goods)
- obtain a returns number BEFORE returning any goods*
- quote the obtained returns number when returning goods*
- ensure that you take reasonable care of the goods whilst they are in your possession
- follow processes outlined by Pretty Pieces Ltd in respect of return of goods
- ensure that you return goods safely and securely in their original postal box/mailer packaging (or appropriate protective substitute)
- ensure goods are returned within 14 calendar days of receipt of your order.
*(Please note: goods returned without first completing the online Request for Returns Number Form and obtaining a returns number will not be processed for a refund.)
You MUST ensure that any goods returned:
- are not excluded from return (e.g. for reasons of hygiene) under Section 1.4 of this policy
- have NOT been used or worn
- are still in their original saleable condition (as you received them)
- have NOT had any of their original labels, header cards, tags, security seals etc. removed, damaged or otherwise tampered with
- have NOT had their original packaging damaged
- are returned with all original labels, header cards, tags, security seals, packaging etc. in tact (as you received them)
- are sent with a completed Returns Form (issued to you with your Returns Number).
Any goods returned to us that do not comply with the requirements outlined above will not be processed for refund and we will advise you of the options for returning goods to you. Goods returned in an unfit state (e.g. tags and labels removed), worn or damaged will NOT be refunded. Returned goods that are damaged in transit due to insufficient and/or inadequate packaging will NOT be refunded.
1.2 Where goods are delivered to a third party (e.g. as a gift) the purchaser will only be able to exercise their right to return the goods to us under the 14-Day No Quibble Guarantee if they can get the goods back to us themselves, or via the third party, in the condition outlined in (1.1) above. If you are the gift recipient and would like to return goods without the purchaser's knowledge, please let us know; any refund can only be made to you in this circumstance as a Pretty Pieces Gift Certificate or store credit.
1.3 In the event that you return goods to us under the 14-Day No Quibble Guarantee, we are NOT able to offer you item(s) in exchange under any circumstances. Please see Section 4 Calculating a Refund for Returned Goods.
1.4 Once an order has been placed and accepted by us we will NOT offer a refund for any of the following:
- goods marked as Processing: these are being readied for despatch but have not yet been shipped
- goods marked as Shipped: these have been despatched and are within their delivery period, but not yet received by you
- goods returned after 14 calendar days of the date you received the goods
- goods for return that we do not receive
- earrings and body jewellery (e.g. belly bars) purchased for use in piercings, for reasons of hygiene (unless faulty)
- items for use and/or placement in or on hair, for reasons of hygiene (unless faulty)
- items that have been customised or personalised by you, or by us on your behalf
- charges paid by you for gift wrapping services
- charges paid by you in respect of shipping and handling services to deliver goods to you
- charges paid by you in respect of shipping and handling services when returning goods to Pretty Pieces Ltd
- any other services provided to you in connection with your order.
1.5 We recommend that, for your own protection, when returning goods under the 14-Day No Quibble Guarantee, you use secure packaging and return the goods using a signed for or trackable service (e.g. Royal Mail Recorded Signed For). You are responsible for these goods, and have a duty to take care of them while they are in your possession, up until the time we receive them back here at Pretty Pieces Ltd. Please note that we are unable to accept any returns delivered by hand.
1.6 Please note: if you choose to return goods(s) under the 14-Day No Quibble Guarantee, then you will be required to pay the cost of returning the goods to us. This cost will not be refunded to you. Customers must ensure that goods are suitably and securely packed in the original postal box/mailer packaging (or appropriate protective substitute) and returned with the correct postage paid. Pretty Pieces Ltd does not offer any freepost service for return of goods. Any additional postage costs incurred by Pretty Pieces Ltd that arise as a result of customers underpaying postal charges when returning goods will be recovered by Pretty Pieces Ltd; these charges will be deducted from any refund amount due, before the refund is made.
1.7 If we do not receive the goods back from you we have a right to recover the goods and may arrange for collection of the goods from you. In this event:
- the goods must be in the condition described in (1.1) above when they are collected from you
- you will be charged for the collection costs that we incur when we recover the goods from you.
1.8 To help us process your returned goods and any refund as quickly as possible, please complete the Returns Form that we send to you with your Returns Number. Print this form out for inclusion with your returned good(s). This form also contains a return address label that you should fix to the outside of your returns parcel. If you are unable to print the Returns Form sent to you, please include the order invoice (original or copy) in the parcel, complete with indication of the goods being returned, reason for return and the Returns Number issued to you by Pretty Pieces Ltd.
1.9 Once we have received the goods, they will be inspected and compared to stock items held to ensure that they meet the requirements of (1.1) above, and aren't restricted under the requirements of (1.4) above. Where we agree that the returned item(s) meet stated requirements, a refund (compliant with 1.6, 1.7 and 1.10) will be issued to the credit/debit card used to purchase the goods. Any refund due will be made within 30 days of the date of your written returns notification (i.e. completion of the Request for Returns Number Form). Once a refund has been made, we will send you an email to confirm that this transaction has taken place. If we determine that the returned item(s) do not meet the requirements of (1.1) above or are restricted under the requirements of (1.4) above, we will not be able to offer a refund. If this is the case, we will notify you of this by email.
1.10 Where any promotional offers have been used when placing your original order (e.g. promotional FREE UK shipping or Express Shipping PROMOTIONAL UPGRADE on orders with goods totalling £15 or more, 3 for 2 offers, percentage-off or money-off coupons redeemed etc.), this will be taken into account when processing any refund for goods returned. Upon receipt of the returned goods, we will issue an amended invoice. If the order no longer qualifies for the promotional offer(s) used, Pretty Pieces Ltd reserves the right to withdraw the promotional offer(s) and this will be reflected in any refund made. (For example, in the case of promotional free UK shipping or promotional Express Shipping UPGRADE on orders with goods totalling £15 or more, the updated invoice will include calculation of shipping charges due for the new invoice total. Should the value of goods invoiced no longer meet the free delivery or promotional upgrade threshold, a shipping charge will be generated for the original outgoing shipping. This shipping charge owing to Pretty Pieces Ltd, where the conditions for use of the promotional offer are no longer met, will be deducted from any refund made for returned goods.) This applies to orders where all goods purchased are being returned, or where only some goods within the order are being returned.
2. Damaged, Faulty or Incorrect Goods
If you receive any goods that are damaged, faulty or incorrect due to an error on our part, you can reject the goods and return the affected item(s) to us.
2.1 Where you are returning goods to us that are damaged, faulty or incorrect due to an error on our part you MUST:
- notify us immediately of your intention to return goods by completing the online Request for Returns Number Form* (within 7 working days of receipt of goods)
- obtain a returns number BEFORE returning any damaged, faulty or incorrect goods*
- quote the obtained returns number when returning damaged, faulty or incorrect goods*
- ensure that you take reasonable care of the goods whilst they are in your possession
- follow processes outlined by Pretty Pieces Ltd in respect of return of damaged, faulty or incorrect goods
- ensure that you return goods safely and securely in their original postal box/mailer packaging
- ensure damaged, faulty or incorrect goods are returned within 14 calendar days of receipt of your order.
*(Please note: goods returned without first completing the online Request for Returns Number Form and obtaining a returns number will not be processed for a refund).
You MUST ensure that any damaged, faulty or incorrect goods returned:
- have NOT been used or worn
- are still in their original condition as you received them (original salebale condition for incorrectly received goods)
- have NOT had any of their original labels, header cards, tags, security seals etc. removed, damaged otherwise tampered with (for incorrectly received goods)
- have NOT had their original packaging damaged (for incorrectly received goods)
- are returned with all original labels, header cards, tags, security seals, packaging etc. (in tact as you received them for incorrectly received goods)
- are sent with a completed Returns Form (issued to you with your Returns Number).
Any goods returned to us that do not comply with requirements outlined above will not be processed for refund and the goods will be returned to you. Goods returned in an unfit state will NOT be refunded. Incorrectly recieved goods that have been worn or damaged (including those damaged in transit due to insufficient and/or inadequate packaging) will NOT be refunded.
2.2 For goods returned to us that are damaged, faulty or incorrect due to an error on our part, we will not offer a refund for any of the following:
- goods returned after 14 calendar days of the date you received the goods
- goods for return that we do not receive.
2.3 Where damaged, faulty or incorrect goods are delivered to a third party (e.g. as a gift) the affected item(s) must be returned to us by the purchaser, or by the third party, as outlined in (2.1) and (2.2) above.
2.4 In the event that you receive any damaged, faulty or incorrect goods from us, we may offer you a replacement in exchange for a damaged or faulty item on a like-for-like basis, or offer you a refund in return for the damaged, faulty or incorrect goods. Please see Section 4 below on Calculating a Refund for Returned Goods.
2.5 Pretty Pieces Ltd will inspect all goods returned as damaged, faulty or incorrect. In the event we find no damage, fault or error on our part, we will:
- withdraw any offer of refund or exchange made
- re-charge you for any goods that may have been refunded or exchanged
- recover our fees and expenses from you.
2.6 In the event that we find goods returned are damaged, faulty or incorrect we will refund:
- charges paid by you in respect of shipping and handling services to deliver the damaged, faulty or incorrect goods to you
- charges paid by you in respect of shipping and handling services when returning the damaged, faulty or incorrect goods to Pretty Pieces Ltd (normally limited to the cost of Royal Mail 2nd Class postage).
Customers must ensure that goods are returned with the correct postage paid. Pretty Pieces Ltd does not offer any freepost service for return of goods. Any additional postage costs incurred by Pretty Pieces Ltd that arise as a result of customers underpaying postal charges when returning goods will be recovered by Pretty Pieces Ltd; these charges will be deducted from any refund amount due before the refund is made.
2.7 We recommend that, for your own protection, when returning any damaged, faulty or incorrect goods to us, they are placed in suitable and secure packaging using the original postal box/mailer (or appropriate protective substitute), and sent using a signed for or trackable service (e.g. Royal Mail Recorded Signed For). You are responsible for these goods, and have a duty to take care of them while they are in your possession, up until the time we receive them back here at Pretty Pieces Ltd.
2.8 We can offer you a refund or exchange on a damaged, faulty or incorrect goods only if they are returned to us. We cannot offer you a refund or exchange if:
- you choose to keep the damaged, faulty or incorrect item(s)
- we find that you have not complied with (2.1) and (2.2) of this agreement.
2.9 To help us process your returned goods and any refund as quickly as possible, please complete the Returns Form that we send to you with your Returns Number. Print this form out for inclusion with your returned goods. This form also contains a return address label that you should fix to the outside of your returns parcel. If you are unable to print the Returns Form sent to you, please include the order invoice (original or copy) in the parcel, complete with indication of the goods being returned, reason for return and the Returns Number issued to you by Pretty Pieces Ltd.
2.10 Once we have received the returned item(s) they will be inspected and compared to stock items held to ensure that they meet the requirements of (2.1) and (2.2) above. Where we agree that the returned item(s) meet stated requirements, we will offer to exchange the item(s) or offer a refund (compliant with 2.5 and 2.8) that will be issued to the credit/debit card used to purchase the goods. Any exchange agreed, or refund due, will be processed within 30 days of the date of your written returns notification (i.e. completion of the Request for Returns Number Form). Once exchange item(s) have been shipped or a refund has been made, we will send you an email to confirm that this has happened. If we determine that the returned item(s) do not meet the requirements of (2.1) above or are restricted under the requirements of (2.2) above, we will not be able to offer an exchange or refund. If this is the case, we will notify you of this by email.
2.11 Where any promotional offers have been used when placing your original order (e.g. FREE UK shipping on orders over £15, Express Shipping PROMOTIONAL UPGRADE on orders over £15, 3 for 2 offers, percentage-off or money-off coupons redeemed etc.), this will be taken into account when processing any refund for goods returned. Pretty Pieces Ltd reserves the right to withdraw the promotional offer(s) and this will be reflected in any refund made.
3. Returning Goods Received as a Gift
Returning an Unwanted Gift
3.1 If you receive a gift from someone that they have purchased from us, you may return it if the goods aren't suitable for you for any reason, or you simply don't like the gift! Either you, or the person who bought the goods for you, can return the gift under the returns agreement outlined in Section 1 14-Day No Quibble Guarantee.
3.1.1 If you want to return a gift you don't want, without the sender knowing that you have returned it, then don't worry - we won't tell them! We can offer you a refund as the gift recipient, but the refund can only take the form of a Pretty Pieces Gift Certificate or store credit.
Returning a Damaged/Faulty or Incorrectly Received Gift
3.2 If the goods you want to return are damaged, faulty or incorrect then either you, or the purchaser, can return the goods under the returns agreement outlined in Section 2 Damaged, Faulty or Incorrect Goods. In this case, we can exchange the goods, or refund any amount owed to the purchaser.
3.2.1 If you want to return a gift that is damaged or faulty without the sender knowing that you have returned it, then don't worry - we won't tell them! We can exchange the item(s) for you, or we can offer you a refund as the gift recipient, but the refund can only take the form of a Pretty Pieces Gift Certificate or store credit.
4. Calculating a Refund for Returned Goods
We will process any refund payments that are due within 30 days of receiving your written notification of intention to return goods (i.e. completion of the online Request for Returns Number Form). Refunds will normally be made to the purchaser's debit/credit card that was originally used to place the order with us.
4.1.1 We will refund the amount you paid for the returned goods, provided the goods have been returned to us in accordance with (1.1) and are not excluded from refund under (1.4).
4.1.2 We will not refund any charges paid by you in respect of shipping and handling services to deliver goods to you, including where shipping and handling services were free of charge as the result of a promotional offer.
4.1.3 We will not refund charges paid by you in respect of shipping and handling services when returning goods back to us under the 14-Day No Quibble Guarantee. Customers must ensure that goods are returned with the correct postage paid. Pretty Pieces Ltd does not offer any freepost service for return of goods. Any additional postage costs incurred by Pretty Pieces Ltd that arise as a result of customers underpaying postal charges when returning goods will be recovered by Pretty Pieces Ltd; these charges will be deducted from any refund amount due before the refund is made.
4.1.4 When returning goods to us that have been sent as a gift, we are only able to refund the purchaser using the original method of payment (i.e. refund to the purchaser's credit/debit card). We can refund the gift recipient under the terms of (3.1.1), but this must take the form of a Pretty Pieces Gift Certificate or store credit.
4.1.5 If you return goods for which you used a gift certificate as part or full payment, we will refund the gift certificate portion to the purchaser's gift certificate account and any non-gift certificate portion to the purchaser's debit/credit card used for the original transaction.
4.1.6 Gift certificates that are gifted by Pretty Pieces Ltd, or that are connected to any specific promotions are normally non-refundable. See terms and conditions for individual promotions.
4.1.7 Where any promotional offers have been used when placing your original order (e.g. promotional FREE UK shipping or Express Shipping PROMOTIONAL UPGRADE on orders with goods totalling £15 or more, 3 for 2 offers, percentage-off or money-off coupons redeemed etc.), this will be taken into account when processing any refund for goods returned. Upon receipt of the returned goods, we will issue an amended invoice. If the order no longer qualifies for the promotional offer(s) used, Pretty Pieces Ltd reserves the right to withdraw the promotional offer(s) and this will be reflected in any refund made. (For example, in the case of promotional FREE UK shipping or promotional Express Shipping UPGRADE on orders with goods totalling £15 or more, the updated invoice will include calculation of shipping charges due for the new invoice total. Should the value of goods invoiced no longer meet the free delivery or promotional upgrade threshold, a shipping charge will be generated for the original outgoing shipping. This shipping charge owing to Pretty Pieces Ltd, where the conditions for use of the promotional offer are no longer met, will be deducted from any refund made for returned goods.) This applies to orders where all goods purchased are being returned, or where only some goods within the order are being returned.
4.2.1 Where we agree that goods returned to us were damaged or faulty when they reached you, or where goods were sent to you incorrectly, you can choose to have a refund or an exchange. Where you choose to take a refund, we will refund the amount you paid for the returned item(s) provided they have been returned to us in accordance with (2.1) and (2.2)
4.2.2 Where the goods being returned constitute(s) an entire order, we will refund the original shipping costs in full for delivery of the goods to you, where shipping has been paid for as an additional charge by you.
4.2.3 Where the goods being returned are part of a larger order, we will only refund part of the shipping charge, where shipping was paid for as an additional charge by the purchaser for delivery of goods to the recipient. As an example, if you ordered 5 items totalling GBP 100 and decided to use Next Day Shipping for a Saturday delivery costing GBP 9.95 and if you then returned 1 of those items, we would refund GBP 1.99 which is 20% of the Next Day (Saturday Delivery) Shipping charge.
4.2.4 We will refund any charges for standard shipping services (normally limited to the cost of Royal Mail 2nd Class postage) incurred by you when returning item(s) back to us under the agreement for Damaged, Faulty or Incorrect Goods. Customers must ensure that goods are returned safely and securely in the original postal box/mailer, with the correct postage paid. Pretty Pieces Ltd does not offer any freepost service for return of goods. Any additional postage costs incurred by Pretty Pieces Ltd that arise as a result of customers underpaying postal charges when returning goods will be recovered by Pretty Pieces Ltd; these charges will be deducted from any refund amount due before the refund is made.
4.2.5 When returning goods to us that have been sent as a gift, we are only able to refund the purchaser using the original method of payment (i.e. refund to the purchaser's credit/debit card). We can exchange the gift for the recipient under the terms of (3.2.1), or offer a refund in the form of a Pretty Pieces Gift Certificate or store credit.
4.2.6 If you return goods for which you used a gift certificate as part or full payment, we will refund the gift certificate portion to the purchaser's gift certificate account and any non-gift certificate portion to the purchaser's debit/credit card used for the original transaction.
4.2.7 Gift certificates that are gifted by Pretty Pieces Ltd, or that are connected to any specific promotions are normally non-refundable. See terms and conditions for individual promotions.
4.2.8 Where any promotional offers have been used when placing your original order (e.g. FREE UK shipping on orders over £15, Express Shipping PROMOTIONAL UPGRADE on orders over £15, 3 for 2 offers, percentage-off or money-off coupons redeemed etc.), this will be taken into account when processing any refund for goods returned. Pretty Pieces Ltd reserves the right to withdraw the promotional offer(s) and this will be reflected in any refund made.
Most orders are shipped using Royal Mail services and our shipping times are based on Royal Mail published delivery times for the class of service chosen. Pretty Pieces Limited accepts no liability in the event that orders take longer to arrive than the estimated published delivery times.
If your goods haven't arrived within the timescale stated for the shipping service chosen at checkout we would advise that you check:
- with your neighbours to see if a parcel has been left with them*
- any outhouses, porches, garages etc. where the parcel may have been left if unable to fit it through the letterbox*
- with your workplace Receptionist or Postroom staff, if you have had an order delivered to a work address.
If goods have not been received within 14 working days after shipping please notify us in writing using the online Non-receipt of Goods Notification Form. We will contact you once the notification has been received (within 3 working days) to discuss options with you.
*Please note: where you have requested (via an Order Comment) for your order to be left in a unsecured place (such as an outhouse, porch, shed, recycling box etc.) or with a neighbour, Pretty Pieces Ltd accepts no liability for any non-receipt of goods.
Quick Links
If you have any queries about returning goods to us that aren't answered in the sections above, please do contact us at info@pretty-pieces.co.uk
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