FAQs

Please select your question from the list below.

• What is your returns / exchange policy?
• How much is delivery?
• Do you offer refunds if the items are not suitable?
• I am having trouble accessing or buying from the Pretty Green website
• Certain aspects of the shop do not function correctly.
• Does Pretty Green deliver all around the world?
• The item I received is faulty, how do I get a refund / exchange?
• I’m having problems placing my order
• I have received the wrong item, what should I do?
• I've received an in-store voucher, what do I do with it?
• How do I set up my online account and order?
• How is my order sent?
• Part of my order is missing, what should I do?
• Is it safe to order with Pretty Green?
• Can I change my order once it has been placed?
• How do I contact your customer service department?
• How long will my order take?
• I returned an item and it was incorrectly refunded or replaced
• Can I call you to place an order?
• How do you calculate the delivery charge?
• I have been refunded the incorrect amount.
• I've received a promotional e-voucher code, what can I do with it?
• I notice that there are items on the site that I cannot actually buy yet - why is this?
• What courier companies does Pretty Green use?
• Can I cancel my order?
• Will I be charged customs and import charges?
• Can I only buy online or is there a store somewhere?
• Do you deliver to a different address from my billing address?
• Is there a size guide for the Pretty Green clothing?
• Is what I see actually what I get?
• What if my parcel is damaged?

The item I received is faulty, how do I get a refund / exchange?

We take care when dispatching orders but we recommend that when you receive your order, you carefully check the item(s) received. Any problem with the order should be notified to our Customer Care team at customercare@prettygreen.com as soon as possible.

You must return any incorrectly delivered or faulty item(s) to us as soon as possible, and at the latest within 30 days of receipt of the item, and we will refund the cost of you doing so.

We will provide a full refund including delivery costs for a faulty or missing item or, where requested by you, we can send a replacement item subject to availability.