We are unable to make changes or cancel orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information.

We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

STANDARD UK 🇬🇧3-5 Working Days Standard Delivery £4.99

48 HRS Delivery £6.99

NEXT DAY (Mon-Thurs) £8.99

Royal Mail Special Delivery Guaranteed by 1pm £14.99

FREE UK ORDERS OVER £150

USA/CANADA🇺🇸🇨🇦5-7 Days Standard Delivery £30.99

More details are given below.

SHIPPING & DELIVERY

We continue to work diligently and strive to get your orders to you on time. While our facilities are running at 100% on-time fulfilment rate, Unfortunately delays by the shipping carriers are beyond our control.  

 What are your delivery time frames?

Your estimated delivery date will be shown at checkout when you place your order. It will also be included on your confirmation email. Our Customer Services cannot speed up or change delivery times.

EUROPE **7 – 10 working days

 USA/CANADA/REST OF THE WORLD **7 – 14 working days

** Starts when your order has been shipped, and does not include standard processing time of up to 2 business days. Business days do not include Saturdays, Sundays, or UK Holidays

How long will it take my order to process for shipment?

• All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up by the courier.
• All orders take up to 2 business days (excluding Saturdays, Sundays, and Holidays) to process.

How long is your In-Transit Time to receive my package once my order has shipped?

• In-Transit time starts when your order has been shipped, and does not include our standard 2 business days processing time applicable to the shipping method selected at the time of checkout.
• Business days do not include Saturdays, Sundays, or UK Bank Holidays.

 My order hasn’t arrived!

Sorry that your order hasn’t been delivered yet.

• Check your estimated delivery date on your order confirmation or on the tracking portal. -  Make sure to wait until your estimated delivery date to receive your parcel. - If it is past your estimated delivery date, check the latest tracking from the courier on the tracking link.
• Unfortunately, our customer services cannot change or fix delays experienced by couriers- so please only get in touch with us at admin@prettynextdoor.com if there is no update from the courier on their tracking and we will be happy to assist.

My delivery is late!

• All transit times are measured in working days (Monday - Friday) and are effective from the first day after your order is made. 
• Whilst we do our very best to accurately estimate delivery times, sometimes for reasons beyond our control it is possible that delivery to some destinations may take a little longer.
• If your shipment is late, please accept our unreserved apologies. Email help@prettynextdoor.com so that we can establish an ETA for your delivery.

What if I refuse a delivery?

• Please don’t refuse a delivery. Unfortunately, refused deliveries will incur a cost of the original delivery plus the return cost. Any refund made will be minus the total delivery and return cost in the case of refused deliveries.

Out of stock items

• If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.

Delivery claims

• If you are experiencing a non-delivery or your tracking information states that your package was delivered by the courier but you have not received it; you must contact us within 5 days to file a claim.
• We will assist you in working with the courier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping courier used).
• PrettyNextDoor does not hold or accept responsibility for packages that have been reported as delivered by the courier. We do not issue refunds or credits for packages that the courier confirms as being

Shipping fees

• Shipping fees are non-refundable. If you refuse any shipments from PrettyNextDoor, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.

INTERNATIONAL SHIPPING

• We offer shipping to Europe, USA, Canada, and most other countries.
• For international shipments, the goods will be imported on behalf of the consignee/buyer. The consignee authorizes PrettyNextDoor to import the goods on their behalf. Further, the consignee/buyer agrees PrettyNextDoor may delegate the obligation to import the goods on their behalf to a subcontractor (e.g. customs broker). The consignee will pay any taxes & duties in addition with the purchase price of the goods.
• Shipping methods do not include Duties or Taxes.
• PrettyNextDoor is not responsible for applicable customs fees, import duties, taxes or any other charges.

Register your return here. 

You must return your item(s) back to us no later than 14 days from the delivery date.

*Returns are free for PND Rewards customers.

We offer FREE size exchanges on all UK orders. Exchanges are subject to stock.

T&cs

• WE ARE HAPPY TO ACCEPT FOR RETURN, ITEMS UNWORN AND STILL FITTED WITH ALL ORIGINAL SECURITY TAGS AND LABELS.
• We do not cover shipping costs back to us.
• SALE ITEM Returns are refunded via store credit.
• Returns are processed within 5-7 business days after your item(s) are delivered to us.
• FINAL SALE items are marked as such and cannot be returned for store credit.

Please note, we do not offer refunds on swimwear 

You must register your item(s) within 14 days from the delivery date. 

Register your return here . You must return your item(s) back to us no later than 14 days from the delivery date.

Unfortunately we no longer offer an exchange facility. Simply return your item(s) by clicking the link above. 

*Returns are free for PND Rewards customers.

A restocking fee of £3.99 on returns over £200 may apply*

T&cs

• WE ARE HAPPY TO ACCEPT FOR RETURN, ITEMS UNWORN AND STILL FITTED WITH ALL ORIGINAL SECURITY TAGS AND LABELS.
• We do not cover shipping costs back to us.
• SALE ITEM Returns are refunded via store credit in the form of a PrettyNextDoor card. Returns are processed within 5-7 business days after your item(s) are delivered to us.
• FINAL SALE items are marked as such and cannot be returned for store credit.
• Your payment will be credited back to the original purchaser's credit card.
• Returns for refund are processed within 5-7 working days of receiving the item however, card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

NON-RETURNABLE/EXCHANGEABLE ITEMS
For health and hygiene reasons, we do NOT accept exchanges or returns on the following items:

• Outfits with a face mask accessory
• Bodysuits
• Swimwear

RESERVED RIGHTS REGARDING RETURNS
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

• An irregular or excessive returns history indicative of "wardrobing;"
• An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
• Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above.
 

OUR POLICY

We take pride of our PRETTY items, so anything returned should be unused, free of stains, makeup, deodorant, or wear and with all our security garment tags still attached. Items Returned that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

PrettyNextDoor is not responsible for returns until they reach us. Keep your proof of postage and tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, we cannot issue store credit for your returns.

DAMAGED/DEFECTIVE/INCORRECT ITEMS

Should you receive a damaged, defective, or incorrect item, please click here to start your exchange / refund. You have 72HRS to notify us of any damages once item has been received.

LATE RETURNS

Your items should be sent back to us within 14 days of receipt by you. Late returns cannot be accepted and may be returned to you.

RESERVED RIGHTS REGARDING RETURNS

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

• An irregular or excessive returns history indicative of "wardrobing;"
• An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
• Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above.