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FAQ! Need Help?

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Important update to our services

During these difficult times we’re working around the clock to ensure business as usual to provide you the service you know and love - without compromising on safety.
Due to limited flights, strict social distancing requirements and a substantial increase in parcel volumes as more people shop online, we are experiencing significant delivery delays to our service.
Despite this, we’re doing all we can to get your parcel to you as quickly and safety as possible. Remember you can keep up to date with your delivery through parcel tracking, the chatbot and the MyPost App.
We thank you for your patience at this time with our customer service team who are working tirelessly and doing their best to keep up with the additional demand.

Changing how we work to remain safe

Be assured we’re taking every precaution necessary to protect the safety and well-being of both you and our workers.
Post Offices have implemented social distancing measures and strict cleaning and hygiene standards for all regular services conducted in store. Counter safety screens are also currently being rolled out to further improve hygiene and reduce risks.
The World Health Organisation and the Australian Department of Health have stated that the risk of contracting COVID-19 through handling of mail or parcels is extremely low.
Nevertheless, we’ve added further health and safety steps to ensure that mail and parcels are handled safely by minimising human contact where possible. This is done by introducing contactless parcel deliveries where a signature is no longer required by yourselves to help reduce risks here.
We can only hope life returns to normality for all of us as quickly as possible. Until then, stay safe Australia.
Sending love, support and positivity to all.

ORDERS

WHERE IS MY ORDER?
Please note: tracking is only available once the order has been despatched

Please enter your order number:

**Some orders may be sent in multiple parts, you will receive multiple dispatch emails if your order has been split shipped.

WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?

Sorry to hear you haven’t received a part of your order! Please note that during the period July to September, some orders may be sent out in multiple parts.

If you are missing part of your order, please check:

  • Your dispatch email, if your order is going to be sent in multiple parts then your dispatch email will only include some of the items you ordered, you will then get another dispatch email. You will also receive multiple tracking numbers.
  • The receipt/invoice in the bag, this will show the items you should have received in this parcel. If you have everything that is on the invoice the rest of your order will come separately.
  • Your PLT parcel packaging, if your order is arriving in multiple parcels then there will be a sticker on the bag to let you know the order has been split.

If you are missing items from your order and your dispatch email and invoice show all items on your order, then please get in touch with our customer services team HERE. Make sure to let them know your order number and which items were missing.

HOW CAN I PAY FOR MY ORDER?

We've got you covered! We accept the following payment methods:

Visa

Visa Debit

Solo

Maestro

Electron

Paypal

Afterpay

Klarna

Zip

You can be assured that shopping with PrettyLittleThing is safe! We’re a member of "Verified by Visa" and "Secure by MasterCard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

WHAT DOES PAYMENT REVIEW MEAN?

If your order has gone into payment review it means payment has not been received. This can happen for a few reasons, but don't worry, your card won't have been charged!

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?
Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add sales@prettylittlething.com to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us
CAN I MAKE CHANGES TO MY ORDER? (e.g.Address)

Unfortunately, once you've placed your order it is not possible to amend any details, as our warehouse team will have already started processing your order.

CAN I CANCEL MY ORDER?
To make sure you receive your items ASAP, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We're sorry to hear that you've received an incorrect or faulty item. Please send us a message with your order number, the name/product code of the item you were supposed to receive and any further details. To return an item please follow the steps stated in ‘How do I return an item?’ and we'll do our best to resolve this for you.
CAN I EXCHANGE AN ITEM?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.

Still need our help? Hit us up below.
FYI - If you’re getting in touch regarding an order, don’t forget to include your order number.