PrettyLittleThing Parcel Not Delivered or Refund Refused? UK Guide

PrettyLittleThing uses several couriers. CRA 2015 makes PrettyLittleThing liable, not the courier.

Retailer policies and courier partnerships change. Always verify the current returns window and contact route on PrettyLittleThing's own website. This is general information, not legal advice.

Who delivers your PrettyLittleThing order?

PrettyLittleThing typically uses: Evri, Yodel, Royal Mail. The exact courier varies by region, order size, and delivery option.

Whichever courier handled your parcel, your contract is with PrettyLittleThing, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on PrettyLittleThing to deliver into your physical possession.

PrettyLittleThing contact and returns

How to contact: PrettyLittleThing help via the customer service portal in your account. Chat is usually the clearest route.
Returns policy summary: PrettyLittleThing offers paid returns; check the current policy.

How to claim a refund from PrettyLittleThing

1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
3
Contact PrettyLittleThing via PrettyLittleThing help via the customer service portal in your account. Quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
5
If PrettyLittleThing refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.

PrettyLittleThing delivery FAQs

Is PrettyLittleThing legally responsible for a missing parcel?

Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (PrettyLittleThing) is responsible for the goods until you take physical possession. PrettyLittleThing cannot redirect you to the courier because your contract is with PrettyLittleThing, not the courier.

How long does PrettyLittleThing have to refund me?

Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.

PrettyLittleThing's tracking shows delivered but I have nothing — what now?

Treat as not delivered. Quote Section 29 CRA 2015 and request a refund. Don't accept being redirected to the courier.

Can I claim if a PrettyLittleThing item arrives damaged?

Yes. Section 20 CRA 2015 gives 30 days to reject for a full refund. Photograph the damage.

PrettyLittleThing returns are paid — does that affect rights for missing parcels?

No. Paid returns are for unwanted items. Missing or damaged items are statutory and the retailer covers all costs.