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 may decide you would like to return 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 there are any parts of the policy outlined below that you do not agree with, please do not place an order with us.

If you do want to return goods, please read through the section that best suits your reason for return.

1. 14-day Returns

2. Damaged, Faulty or Incorrect Goods



1. 14-Day Returns

Consumers* in the UK have a 14-day "cooling-off period" for most purchases made online**. The "cooling-off period" begins the day after the day on which your purchased items have been delivered to you. If you have bought something from us and change your mind about the item, you may be able to return it to us**.

*This does not include buyers making business purchases (whether partially or wholly for business purposes).
**Some items for sale by us are non-refundable (see paragraph 1.4).


1.1 Where you wish to return goods to us under the 14-Day Returns process you must:
  • notify us of your wish to return goods by completing the online Request for Returns Number Form (must be within 14 calendar days of receipt of goods)
  • obtain a returns number from us before returning any goods, and quote the number when returning goods
  • ensure that you take care of the goods whilst they are in your possession
  • ensure any hygiene-sealed items have not had their packaging opened
  • follow all processes outlined by Pretty Pieces Ltd in respect of return of goods
  • ensure goods are returned to us within 14 calendar days of you submitting your 'Request for Returns Number' form.
You must ensure that any goods returned:
  • have NOT been damaged, used or worn
  • are still in their original condition (as you received them) and have not had any of their original labels, header cards, tags, security seals etc. removed, damaged or otherwise tampered with
  • are returned with all original labels, header cards, tags, security seals, packaging etc. in tact
  • are sent with a completed Returns Form (issued to you by us with your Returns Number).
1.2 We reserve the right to reject items for full refund if goods are returned to us in a condition that does not comply with the requirements outlined in (1.1) above. We may make a deduction from any possible reimbursement to compensate for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. Any refund owing to you will be made no later than 14 calendar days after the day on which we receive goods back from you.

1.3 In the event that you return goods to us for a refund under the 14-Day Returns process, you cannot have item(s) in exchange.

1.4 The following are non-refundable:
- items that have been customised or personalised by you, or by us on your behalf
- charges for gift wrapping services
- charges in respect of shipping and handling services
- any other services provided on your behalf in connection with your order
- hygiene-sealed items that have had their packaging opened.

1.5 When returning goods under the 14-Day Returns process, you must use suitable and secure packaging. We recommend you return the goods using a tracked and/or signed for service (e.g. Royal Mail Recorded Signed For). You are responsible for the goods up until the time we receive them back here at Pretty Pieces Ltd. We do not accept any returns delivered by hand.

1.6 You will be required to bear the cost of returning the goods to us under the 14-day Returns process. 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.

1.7 If you do not return the goods we have a right to recover them 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 Where a promotional offer(s) is used when placing an order, please note that it will only remain valid providing the original qualifying terms and conditions of the promotional offer(s) continue to be met. Pretty Pieces Ltd reserves the right to withdraw a promotional offer(s) where an order no longer continues to meet the original qualifying terms and conditions for the promotional offer(s) used.


2. Damaged, Faulty or Incorrect Goods

If you receive any goods that are damaged, faulty or incorrectly sent to you, you can return the affected item(s) to us.

2.1 Where you are returning goods to us that are damaged, faulty or incorrectly received you must:
- notify us of your intention to return goods by completing the online Request for Returns Number Form (must be within 7 calendar days)
- obtain a returns number BEFORE returning any damaged, faulty or incorrect goods
- quote the obtained returns number when returning damaged, faulty or incorrectly received goods
- ensure that you take 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 damaged, faulty or incorrectly received goods are returned within 14 calendar days of receipt of your order.
You must ensure that any incorrectly received goods that you return:
- have NOT been opened, damaged, used or worn and are still in their original condition as you received them
- have NOT had any of their original labels, header cards, tags, security seals etc. removed, damaged otherwise tampered with
- have NOT had their original packaging damaged and are returned with all original labels, header cards, tags, security seals, packaging etc.
- are sent with a completed Returns Form (issued to you by us with your Returns Number).

2.2 We reserve the right to reject items for refund if goods are returned to us in a condition that does not comply with the requirements outlined in (2.1) above.

2.3 In the event that you receive any damaged, faulty or incorrect goods we may offer you a replacement item on a like-for-like basis, or offer you a refund in return for the goods.

2.4 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 when returning the 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.

2.5 You must use suitable and secure packaging to return items, and we recommend you use a signed for service (e.g. Royal Mail Recorded Signed For). You are responsible for the goods up until the time we receive them back here at Pretty Pieces Ltd.

2.6 Where we agree that the returned item(s) meet stated requirements, we will offer to replace the item(s) on a like-for-like basis or offer a refund that will be issued to the credit/debit card used to purchase the goods. Once replacement item(s) have been shipped or a refund has been made, we will notify you.

2.7 In the event we find no damage, fault or error on our part, we may choose to withdraw any offer of refund or replacement made, re-charge you for any goods that may have been refunded or replaced, recover our fees and expenses from you.

2.8 Where any promotional offers have been used when placing your original order Pretty Pieces Ltd reserves the right to withdraw the promotional offer(s) where the order no longer qualifies for the terms of the promotional offer(s) used.

2.9 If you do not return the goods we have a right to recover them and may arrange for collection of the goods from you. In this event:
- the goods must be in the condition described in (2.1) when they are collected from you
- you will be charged for the collection costs that we incur when we recover the goods from you.

3. Non-receipt of Goods
Partial Non-Receipt: Individual Item(s) Missing
On rare occasions, an item may be missing from your order. If there is no explanatory note contained within your order, and we haven't contacted you via email/telephone, there is a possibility that it has been missed from your order in error. If this is the case, please notify us in writing as soon as possible using the online Non-receipt of Goods Notification Form. We will contact you once the notification has been received.

Full Non-Receipt: Whole Order Not Arrived
Most orders are shipped using Royal Mail services and our estimated 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 estimated 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 unsecured places such as 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 21 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.

*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, garage, recycling box, on front door step etc.) or to be left with a neighbour if not in, goods will be left in these unsecured places nominated by you at your own risk. Pretty Pieces Ltd accepts no liability for any non-receipt of goods where they have been left in an unsecured place at your request.


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