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Frequently Asked Questions

FESTIVE HOLIDAY (CHRISTMAS) LAST DELIVERY DATES AND RETURNS POLICY

Please see our Festive Holiday 2016 Delivery and Returns Policy blog post.

HOW DO I CONTACT CUSTOMER CARE?

Please note: Due to circumstances out of our control our phone lines are currently down (Monday 5 December 2016). Please email customercare@prettygreen.com for any enquiries.

Customer care is very important to us and we'll respond to your queries as quickly as possible. Please check through these FAQs first. You can contact us via:

You'll receive an automatic response to confirm this and to provide you with a ticket enquiry reference number. If you haven't received an automatic reply then your email was not sent successfully and we recommend contacting us again.

You can also contact us by phone, our customer care telephone number is +44 (0)1189 353 555 (calls costs up to 2p per minute with a variable connection fee dependant on your service provide. Calls from mobiles will be considerably more). You can contact our customer care team during our UK business hours between 9:00 - 17:00, Mon - Fri.

I'VE CONTACTED CUSTOMER CARE AND NOT RECEIVED A REPLY

Our customer care team will always respond to your queries as quickly as possible. During busy sale periods there may be a slight delay on response times however these will always be advertised on the email confirmation receipt you receive once you've sent an email to our team.

There are a number of reasons why you might not have received a response from our customer care team, we recommend you:

- Check your Spam settings and Junk folders in your inbox. Emails from our customer care team will always come from "support@prettygreen.zendesk.com".
- Check your account details are up-to-date on www.prettygreen.com. If we can't respond to your email we will try and contact you using your registered account details.
- Check you sent your email to customercare@prettygreen.com. If you have sent the email successfully you should have received an automated response with a ticket enquiry number. If this hasn’t been received we recommend forwarding your enquiry on again to ensure it reaches a member of the team.

WHERE ARE YOUR PRETTY GREEN STORES LOCATED?

We are always looking to expand our stores and we currently have Pretty Green stores around the UK, Nothern Ireland and Scotland.

For the address, opening times and contact details our all of our stores, visit our store finder.

WILL AN ITEM BE RE-STOCKED?

Occasionally we receive two drops of products throughout the season however we can never guarantee that an item will be restocked online. It is possible that the item may be available in your nearest Pretty Green store.

Alternatively keep an eye on the website as it's possible that the product may return back in stock if someone has recently purchased it and decided to return it to us.

I PURCHASED AN ITEM AND NOW IT'S REDUCED IN YOUR SALE

As a competitive online business we adjust our pricing in response to fashion trends, stock and demand from our customers. It is our general view not to refund the difference as with all retailers this is the nature of sale. It is ultimately very likely to happen with most of our products excluding continued pieces; as we move from one season to the next, however it is down to individual to run the risk of waiting for sales and promotions for their product to be sold out in the colour or size required. If the purchase was made within the last 14 working days please contact our customer care team who will be happy to advise you further.

IS WHAT I SEE WHAT I GET?

All images, descriptions and prices are accurate and we aim to keep all information as accurate as possible, however, at times an error may occur.

If for some reason, an item is purchased at the incorrect price it will be put on hold, and the option of placing a new order with the correct price or cancelling your order outright will be given. In circumstances where we are unable to contact you, the order will be automatically cancelled.

We try to ensure that pictures of the items on the Website are as accurate as possible, but there are technical limitations and slight variations in colour and texture between the pictures and the items themselves must be expected.

DO PRETTY GREEN HOLD SAMPLE SALES?

In the past we have held several sample sales across the UK. At these events we sell sample pieces, seconds and previous season stock at reduced prices. Normally we advertise our sample sales via the Pretty Green website, Facebook, Twitter and our emailed newsletters so make sure you’ve registered with us and following our social network pages.

I'VE RECEIVED AN IN-STORE VOUCHER

If you have received a £10 in store voucher as part of an on-line promotion or when shopping in-store you can redeem it at your nearest Pretty Green Store. Hand the gift voucher over to the cashier when you are ready to pay. Please note these are for in-store use only and cannot redeemed on-line.

Terms & Conditions: In store gift vouchers are redeemable on full price merchandise at any of the official Pretty Green stores throughout the UK. The gift voucher may not be used in Pretty Green concessions or third party department stores. The gift voucher may not be returned or exchanged for cash. Should not all of the value on the gift voucher be used in a transaction, no change will be given. Any refunds will be of the value of the monies paid. No credit will be reimbursed to this gift voucher. The value of this gift voucher will be forfeited. Strictly one gift voucher per transaction. This gift voucher cannot be used in conjunction with any other discount or promotional offer. This gift voucher must be used before the date shown in the valid until box. If this gift voucher has not been used before this period, the voucher will expire and the value will be forfeited. Pretty Green reserves the right to amend the terms and conditions of this gift voucher at any time and to take appropriate action including cancellation of this gift voucher if it deems such action necessary.

DO YOU OFFER A STUDENT DISCOUNT?

In-store: Yes we do. Just present your student ID to the cashier for 10% off. Occasionally at in-store events this is increased to 20%, but you will need to ask at the store on the day. Certain products, such as Marshall equipemtn and Gift/E-Vouchers are excluded.

HOW DO I CHANGE THE CURRENCY ON-LINE?

Our website recognizes the IP address of the device being used and matches this to the appropriate currency. So if you’re using a device abroad you may need to use a specific website to see the correct currency for you. Please see below of the different sites and currencies:

Shop in GBP Shop in USD Shop in EUR

MY RECIPIENT HAS NOT RECEIVED THEIR E-VOUCHER

If the e-voucher was purchased as a gift and you requested the email to go to the recipient directly, please can you ask them to check their E-Voucher email is not in their junk or spam folders. If the email has not been received, please contact our customer care team who will be happy to help.

COMPETITION TERMS AND CONDITIONS

We don't have any competitions running online at the moment.

See below for details of previous competitions that have now ended

1. REGISTER TO WIN A £1000 GIFTCARD COMPETITION
2. WIN AN EASTER GETAWAY + £250 SHOPPING SPREE COMPETITION

1. REGISTER TO WIN A £1000 GIFTCARD COMPETITION

1.1. No purchase necessary. One entry per email address allowed. No automated entries on the site will be accepted. Pretty Green is not responsible for late, incomplete, inaccurate or illegible entries that are not received, in whole or in part, due to computer, Internet, or electronic malfunction, failures or difficulties. All entries are subject to the eligibility requirements stated below.

1.2. Prize(s): A £1000 giftcard redeemable on www.prettygreen.com or in an official Pretty Green store [excluding Pretty Green Gift Vouchers / E-Vouchers, the entire value of the giftcard must be redeemed in a single transaction, valid until 31st May 2013] will be awarded. The closing date for entries is 31st March 2013 at 23:59 GMT Standard Time. The prize is non-transferable and excludes all other costs and arrangements. No cash equivalent or alternative prize will be given on request of the winner.

1.3. Drawing and Award: A random drawing will be conducted by a Pretty Green representative, which may be a Pretty Green employee or a third party administrator within 72 hours of the closing date from among all eligible entries received. The winner will be notified by email to the address of the email account holder. If a potential winner cannot be contacted within 48 hours, s/he will be disqualified and an alternate entrant will be selected.

1.4. Eligibility: This competition is open only to residents of the United Kingdom only aged 16 or older. If you are not a resident of, and located in, the United Kingdom at the time of entry you do not meet the eligibility requirements and your entry is void. This competition is not open to employees of Pretty Green Ltd, its third party administrator(s) (if any), or to their immediate families.

1.5. General: By entering, participants release and hold harmless Pretty Green and its administrator(s), if any, and their respective parents, subsidiaries, affiliates, directors, officers, employees and agents from all and any injury, damage, loss, expense, accident, delay, inconvenience, or irregularity arising out of or relating to: (a) preparation for, travel to, or participation in this competition; (b) attendance at and participation in, any event in connection with the competition; or (c) any Prize won in the competition, or possession, acceptance and/or use or misuse of any Prize won in this competition; even if caused by the negligence.

Pretty Green is not responsible for: (A) printing or typographical errors in any competition-related materials; (B) lost, stolen, late, misdirected, damaged, incomplete, illegible, or postage-due mail; or (C) electronic transmissions that are lost or fail to enter the processing system, are processed, reported, or transmitted late, or are lost for any reason including computer viruses, computer problems, Internet downtime, telephone, paper, or any other malfunction including, without limitation, human error. Pretty Green, at its sole discretion, reserves the right to cancel or modify this competition, in whole or in part, at anytime without notice if fraud or technical failures (including but not limited to infection by computer virus, bugs, tampering, unauthorized intervention, or any other causes beyond the control of the Pretty Green and its administrator(s), if any) or any other reasons whatsoever interfere with its conduct as contemplated by these Official Rules. If the competition is cancelled for any reason before completion of the entry period stated above, all eligible automatic and mailed entries received up to the point of termination will be included in a random drawing to award the Prize. By entering, you accept and agree to these Official Rules and the decisions of Pretty Green and its administrator(s), if any, which shall be final and binding in all respects relating to this competition.

In the event the winner and/or winner’s guest engages in behaviour that (as determined by Pretty Green or Pretty Green’s representatives in their sole and absolute discretion) is obnoxious or threatening, illegal or that is intended to annoy, abuse, threaten or harass any other person, Pretty Green or Pretty Green’s representatives reserve the right to terminate the applicable experience early, in whole or in part, and send the winner and/or winner’s guest home with no further compensation.

No cash alternative or Prize substitutions will be allowed, except Pretty Green reserves the right to substitute prizes of comparable value if a prize listed or any portion thereof is unavailable for any reason. The Prize is subject to restrictions imposed by Pretty Green. The winner agrees, by participation in the competition, to carefully read the instructions accompanying the prize and to adhere to any restrictions imposed by Pretty Green.

1.6. Privacy: Your participation in this competition constitutes your consent for Pretty Green and its third-party administrator(s) to use your personal information for the purpose of administering the competition and awarding the Prize.

2. WIN AN EASTER GETAWAY + A £250 PRETTY GREEN SHOPPING SPREE COMPETITION

2.1.Terms & Conditions: 1. No purchase necessary. To enter you must register your first name, surname, date of birth, email and gender available at [https://www.surveymonkey.com/s/QVXT5MP]. One entry per person only. Multiple entries will not be accepted. Pretty Green is not responsible for late, incomplete, inaccurate or illegible entries that are not received, in whole or in part, due to computer, Internet, or electronic malfunction, failures or difficulties. All entries are subject to the eligibility requirements stated below.

2.2. Prizes: One + guest two night stay at the Malmaison, 1 Gore Street, Manchester, Lancashire, M1 3AQ on Saturday 30th March and Sunday 31st March 2013 + a £250 shopping spree at Pretty Green Manchester, 81 King Street, Manchester, M2 4AH valid until Tuesday 30th April. This competition closes on 24/03/13 at 23:59 GMT. The prize is non-transferable and excludes all other costs and arrangements. No cash equivalent or alternative prize will be given on request of the winner.

2.3. Drawing and Award: A random drawing will be conducted by a Pretty Green representative, which may be a Pretty Green employee or a third party administrator on or about [25/03/13] from among all eligible entries received. The randomly selected winner will be notified by email to the address of the email account holder. If a potential winner cannot be contacted within 1 business days, s/he will be disqualified and an alternate entrant will be selected.

2.4. Eligibility: You must fulfil the competition requirements outlined above in order for your entry to be valid. This competition is open to residents of the United Kingdom only aged 16 or older and shall only be construed and evaluated according to United Kingdom law. This competition is not open to employees of Pretty Green Ltd, its third party administrator(s) (if any), or to their immediate families.

2.5. General: By entering, participants release and hold harmless Pretty Green and its administrator(s), if any, and their respective parents, subsidiaries, affiliates, directors, officers, employees and agents from all and any injury, damage, loss, expense, accident, delay, inconvenience, or irregularity arising out of or relating to: (a) preparation for, travel to, or participation in this competition; (b) attendance at and participation in, any event in connection with the competition; or (c) any prize won in the competition, or possession, acceptance and/or use or misuse of any prize won in this competition; even if caused by the negligence. Pretty Green is not responsible for: (A) printing or typographical errors in any competition-related materials; (B) lost, stolen, late, misdirected, damaged, incomplete, illegible, or postage-due mail; or (C) for electronic transmissions that are lost or fail to enter the processing system, are processed, reported, or transmitted late, or are lost for any reason including computer viruses, computer problems, Internet downtime, telephone, paper, or any other malfunction including, without limitation, human error. Pretty Green, at its sole discretion, reserves the right to cancel or modify this competition, in whole or in part, at anytime without notice if fraud or technical failures (including but not limited to infection by computer virus, bugs, tampering, unauthorized intervention, or any other causes beyond the control of the Pretty Green and its administrator(s), if any) or any other reasons whatsoever interfere with its conduct as contemplated by these Official Rules. If the competition is cancelled for any reason before completion of the entry period stated above, all eligible entries received up to the point of termination will be included in a random drawing to award the Prizes. By entering, you accept and agree to these Official Rules and the decisions of Pretty Green and its administrator(s), if any, which shall be final and binding in all respects relating to this competition.

In the event the winner and/or winner’s guest engages in behavior that (as determined by Pretty Green or Pretty Green's representatives in their sole and absolute discretion) is obnoxious or threatening, illegal or that is intended to annoy, abuse, threaten or harass any other person, Pretty Green or Pretty Green's representatives reserve the right to terminate the applicable experience early, in whole or in part, and send winner and/or winner’s guest home with no further compensation.

If the winner is unable to redeem the prize(s) on the date designated by Pretty Green, the prize will be forfeited in its entirety. No cash alternative or prize substitutions will be allowed, except Pretty Green reserves the right to substitute prizes of comparable value if a prize listed or any portion thereof is unavailable for any reason. Tickets may be subject to restrictions imposed by issuer. The Winner agrees, by participation in the competition, to carefully read the instructions accompanying each prize and to adhere to any restrictions imposed by the applicable issuer.

2.6. Privacy: Your participation in this competition constitutes your consent for Pretty Green and its third-party administrator(s) to use your personal information for the purpose of administering the competition and awarding the prizes.

20% OFF VOUCHER CARD

If you have received an on-line promotional/discount code with a purchase please read the following information.

Terms & Conditions: The voucher code is redeemable on full price merchandise only when shopping on-line at www.prettygreen.com. The 20% off promotion expires on the 30th November 2015 and cannot be used in-store. The voucher cannot be used in Pretty Green concessions or third party department stores. The 20% discount can be redeemed against full price items but excludes Marshall products, Books, Cd's, Vinyls, Pretty Green e-vouchers & Pretty Green gift cards. The voucher may not be returned or exchanged for cash. Any refunds will be of the value of the monies paid. No credit will be reimbursed to this voucher if the order is returned, the value of this voucher will be forfeited. Strictly one voucher per transaction and per customer. This voucher cannot be used in conjunction with any other discount or promotional offer. This voucher must be used before the expiry date. Pretty Green reserves the right to amend the terms and conditions of this voucher at any time and to take appropriate action including cancellation of this voucher if it deems such action necessary.

WHERE ARE THE SIZE GUIDES/CARE INSTRUCTIONS?

We are working on providing size guides & care instructions for every product available on our website. Currently you can find size guides on the product page of certain items.

If you are unsure about sizing, please contact our customer care team for any additional information.

WHAT IS THE 'FIND THE SIZE' LINK?

Where ever you see the ‘FIND THE SIZE 3D’ button you will able to access the Fits.me virtual fitting room. From here you will be able to enter all of your measurements and see a virtual representation of how the item will fit on your torso and a recommendation of the size you should wear.

HOW CAN I BUY A GIFT VOUCHER?

Buying a Gift Voucher at Pretty Green is simple. We offer two types of Gift Vouchers:

- Physical Gift Card (UK Only) - Available in denominations of £25 and £50, valid for 12 months, redeemable online & in store
- E-Voucher - Sent via email, available in denominations of £10, valid for 12 months, redeemable online only.

HOW CAN I PAY USING A GIFT VOUCHER?

You can redeem Pretty Green Gift Vouchers online and in store and Pretty Green E-Vouchers online only.

In order to redeem a Pretty Green Gift Voucher or E-Voucher online select 'Gift Voucher' at the 'Payment Method' stage of the checkout. At the 'Payment' stage enter the 12 digit code in the 'gift certificate code ' box. If you have any remaining balance left to pay, you can use a different payment option to complete your order.

You can also redeem Pretty Green Gift Vouchers (only) in any Pretty Green Store. Simply hand over the Pretty Green Gift Voucher to the cashier at the checkout.

If you have any problems redeeming your Pretty Green Gift Voucher please contact our customer care team who will be happy to assist.

HOW CAN I USE A DISCOUNT/PROMOTIONAL CODE ONLINE?

You can redeem any discount codes issued by us during the checkout. Ensure you enter the code in 'DISCOUNT CODE' box at the payment stage of the checkout. Please note all discount codes are subject to individual terms and conditions.

HOW CAN I PAY FOR MY ORDER?

We offer plenty of payment options for you to choose from including:

- Visa Credit / Debit
- Visa Electron
- Delta
- American Express
- Mastercard
- UK Maestro
- Solo
- Paypal
- Pretty Green Gift Voucher

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

WHAT CURRENCIES CAN I USE?

You can pay for your order using any of the currencies below:

- UK Pound Sterling (GBP)
- US Dollar (USD)
- Euro (EUR)

To make it easier, you can shop in your required currency by clicking on the links below:

Shop in GBP Shop in USD Shop in EUR

To shop in Japanese YEN please visit Pretty Green Japan.

WHY HAS MY PAYMENT HAS BEEN DECLINED?

Don't worry, occasionally your card maybe declined for a number of reasons. Please check the details your are entering at the checkout are correct including the card type, start date and expiry date and that the billing address matches the same billing address registered to the card.

If you would like some further advice we recommend contacting your bank or our customer care team who will be happy to assist.

CAN UK CUSTOMERS PURCHASE FROM THE PRETTY GREEN JAPAN SITE?

We’re afraid the Pretty Green Japan site works separately to our UK site. Customers who live outside of Japan will not be able to access and pay for orders on this site. Products featured on the Japan site will also remain separate and quite often different to our UK collections.

CAN I CANCEL OR AMEND MY ORDER?

Unfortunately once payment has been accepted, we cannot amend your order; this includes changing the size / colour of an item, removing an item, changing the delivery address or any payment method.

Each order constitutes a separate transaction and we are not able to consolidate separate transactions into one single order or parcel. If you would like to order multiple items for delivery at the same time, you must ensure that all of these appear on the same order before you confirm and pay for your order.

You have up to 30 minutes to cancel an order after it has been placed. To cancel your order please contact our customer care team and a member of the team will be able to assist. We will try to cancel the order at head office prior to dispatch or with the couriers directly if possible, requesting that the goods be returned to us rather than delivered to yourself

Under the Consumer Contracts Regulations 2013 you have 14 calendar days from the date of receipt to cancel you order. You can also choose to exercise this right and cancel your order by completing and submitting to us a Cancellation Form including this inside your parcel with your unwanted order. Alternatively you can notify us by email at customercare@prettygreen.com stating that you wish to withdraw your order quoting your order number.

HOW DO I CANCEL MY ORDER UNDER THE DISTANCE SELLING REGULATIONS?

Under the Consumer Contracts Regulations 2013, customers within the European Union have up to 14 calendar days (from the date you receive your goods) to withdraw your order with us.

To exercise this right you must do one of the following:

- Notify us by email at customercare@prettygreen.com stating you wish to withdraw your order quoting your order number

- You can also choose to cancel your order by completing and submitting to us a Cancellation Form including this inside your parcel with your unwanted order.
- If we are unable to prevent your order from leaving our warehouse, you can refuse the delivery from DPD and the parcel will be returned to us
- If you have already received your order, you should sign and date the ‘Goods Return Document’ and return the item(s) to us following our Returns Policy

If we do not receive the item(s) back, we will arrange to have them collected at your cost.

Please note you are under statutory duty to take reasonable care of the item(s) whilst they are in your possession. If you fail to abide by this we may have a right of action against you under a breach of statutory duty.

We will endeavour to issue a refund for the full price you paid for the item(s) (including any standard delivery charges) to the original purchaser’s method of payment, and in any case within 30 days.

DO YOUR ON-LINE PRICES INCLUDE VAT?

All our products are advertised on-line without the VAT included. We do not want to increase the price of our products and have our customers incur further costs for VAT. Instead what we do is cover the costs at our end and swallow the costs within the UK. This also makes it easier for customers worldwide as the initial price you pay will always be the same as no VAT is added. Should you live in an area where your parcels are exempt from VAT such as Jersey or Guernsey you must understand that we are not able to reimburse or refund any costs to you as the VAT charges were not applied to your parcel originally.

HAS MY ORDER BEEN SUCCESSFUL?

If your order has been received by us then you should have seen a ‘thank you for your order’ message on the screen shortly after payment was made. Shortly after ordering you will receive an email confirmation from us providing you with an order reference number and details of the order. If you’ve not received this email please contact our customer care team so we can check that your order was successful. In the event that an item is out of stock your order, you will be informed as soon as possible once we are made aware by our dispatch team. The unavailable item will be cancelled and a refund will be processed including any postage costs if the order contains no further products. Where your order is for multiple items, the rest of the order will remain untouched and will be dispatched out to you as normal.

HAS MY ORDER BEEN SHIPPED?

We will dispatch your order as quickly as possible from our warehouse within the estimated time period advertised. Once your parcel is out for delivery you will receive an email and/or SMS text message from the courier directly, providing you with a tracking number and where possible an estimated time slot for delivery.

Please allow the time-scale advertised on-line for your purchase to arrive. For all our UK and some European customers you can check your parcels progress by using the tracking system on HERE.

FESTIVE HOLIDAY (CHRISTMAS) RETURNS POLICY

Please see our Festive Holiday 2016 Delivery and Returns Policy blog post.

DELIVERY TIMES AND CHARGES

We offer Express and Standard shipping to most countries. You will be shown an estimated delivery day during checkout. Shipping charges and times are subject to change. Express delivery may not be offered during sale periods. Express delivery does NOT guarantee or imply next-day delivery.

Express Delivery (3pm Cut-off Time)

Country Order-by date for Xmas Delivery Working Days Price Carrier
United Kingdom   1 £6 DPD
Germany   1 £10 DHL
Ireland   1 £10 DHL
France   1 £12 DHL
Italy   1 £13 DHL
Sweden   2 £13 DHL
Netherlands   2 £13 DHL
Belgium   1 £13 DHL
Jersey   3 £10 DHL
Austria   1 £15 DHL
Spain   1 £13 DHL
Switzerland   4 £16 DHL
Denmark   2 £14 DHL
Australia   6 £20 DHL
New Zealand   6 £20 DHL
United States of America   5 £15 DHL
Norway   4 £16 DHL
Singapore   5 £20 DHL
South Korea   5 £20 DHL
Mexico   5 £20 DHL
United Arab Emirates   5 £20 DHL
Finland   3 £15 DHL
Canada   5 £20 DHL

Standard Delivery

Country Working Days Price Carrier
United Kingdom 5 £4 DPD
Germany 7 £5 DPD
Ireland 5 £8 DPD
France 7 £5 DPD
Italy 8 £8 DPD
Sweden 9 £8 DPD
Netherlands 6 £5 DPD
Belgium 6 £5 DPD
Austria 7 £7 DPD
Spain 8 £8 DPD
Switzerland 7 £7 DPD
Denmark 7 £7 DPD

HOW CAN I TRACK MY ORDER?

When your parcel has left our warehouse you will receive an email from us providing you with a tracking number. You can use this reference number to view the status of your parcel on the courier’s website and view when it’s likely to arrive. Should you require any assistance with delivery or want to get in touch with couriers you will need to quote your tracking number. Any NON-UK orders will be delivered by one of the following couriers: Aramex, Fedex, DHL, DPD Europe.

All UK deliveries are made with DPD couriers. You can use their website www.dpd.co.uk to track your parcel, reply to your calling card message and view any current delivery updates. If you require any further assistance please speak to our customer care team who can contact DPD couriers on your behalf.

PLEASE NOTE

We’re committed to getting your order to you as quickly as possible, but sometimes goods maybe subject to delays which are beyond our control. Please note occasionally due to unforeseen circumstances and weather conditions, delivery may be delayed. We will try to inform you of any complications however if you’re concerned we recommend checking your tracking number on the couriers website for updates.

*SALE* PLEASE NOTE that during sale and promotional periods it is not always possible to adhere to our normal delivery time scales. Due to the high volume of orders received we would estimate up to 10 working days for UK delivery and further few days for European and international parcels. While we will try to get your order out to you as soon as possible please bear with us during this time.

MY ORDER HASN'T ARRIVED WITHIN THE ESTIMATED TIME

Please note the estimated time for deliveries are based on working days from the date of purchase (Monday - Friday).If you haven't received your order within this time our customer care team will be happy to locate your order for you. Before getting in touch, have you:

- Checked your confirmation email to ensure we have the correct delivery address for your parcel and that your contact details are up date
- Checked if you received a text message, email or attempted calling card from the courier. Your parcel maybe awaiting collection at your local delivery depot or you may need to rearrange delivery
- Checked with your neighbours to see if they have accepted the parcel on your behalf
- Looked in safe areas around your delivery address where the delivery driver may have left your parcel e.g. behind a bin or in a shed, garage or porch

If you are still unable to locate your parcel please contact our customer care team.

Please note we are not responsible for any customs or import charges and duties applied to your parcel. The costs involved are to be paid locally by the customer. We recommend if purchasing from outside the EU to please check with your border/customs agencies before ordering so you’re fully aware of any charges that your goods will face when entering the country for delivery.

*PLEASE NOTE when ordering during our sale periods all orders within the UK, Europe, USA and Rest Of The World will take additional days to arrive which we will try be advertise. We hope that our customers will understand that during this busy period our normal delivery times are not available and to expect their order later than usual. Thank you for your patience.

HOW ARE DELIVERY CHARGES CALCULATED?

We calculate our delivery costs in line with our competitors and we select the best couriers appropriate to the shipping destination to ensure that you receive your items as quickly and efficiently as possible.

I NEED TO CHANGE MY DELIVERY ADDRESS

If you have provided an incorrect/ incomplete delivery address or you're struggling to have the order delivered please contact our customer care team.

Please provide us with your seven digit order reference along with the new or correct full address and we will contact the couriers to request the change on your behalf. You may want to choose an alternative delivery address such as work, friends or relatives house as the parcel does require a signature. You will need to contact us directly to make these address changes as the couriers can only authorise a new label to be applied to the parcel if the request comes from us in writing, if the parcel is needed urgently please phone the team during office hours on +44(0)1189353555

MY ORDER WAS DUE FOR DELIVERY TODAY AND HAS NOT ARRIVED

Don't be alarmed there are many reasons why a parcel may not arrive when expected; this could be down to a drivers route change, traffic, weather conditions and potentially just an issue with the address provided. Best thing to do is look up your tracking number on the couriers website this should update with a reason for the delay in delivery.

Should a parcel not be delivered on the first attempt a calling card should be left through your letter box. This calling card is a small note detailing the failed delivery attempt which allows you to choose from a few options to ensure that the second delivery attempt is successful. You can choose to have the parcel left in a safe place (Usually a porch/secure area not in view of the public), returned to a local depot for collection or request for the driver to try with a neighbour. Please fill in the calling card correctly or complete the form on-line as soon as possible otherwise the driver is likely to attempt delivery the next working day. If you miss two attempted deliveries and do not respond to any calling cards left then the parcel will be returned back to us at head office. If you're concerned for the whereabouts of your parcel please do not hesitate to contact our customer care team.

WHERE DO YOU DELIVER?

We currently deliver to all countries except:

- ADELIE COAST
- ALBANIA
- ASCENSION ISLANDS
- BELARUS
- BOSNIA AND HERZEGOVINA
- BURMA
- CHRISTMAS ISLANDS
- CROATIA
- FALKLAND ISLANDS
- GUINEA BISSAU
- ICELAND
- JOHNSTON ISLAND
- KAZAKHSTAN
- KERGUELEN ISLANDS
- KIRIBATI
- LITHUANIA
- MALAYSIA
- MARQUISES ISLANDS
- MONTENEGRO
- NIUE
- NORTH KOREA
- PASCUA ISLAND
- PITCAIRN
- RUSSIA
- SAINT HELENA
- SERBIA
- SOMALIA
- SVALBARD AND JAN MAYEN ISLANDS
- TIBET
- TOKELAU ISLANDS
- TRISTAN DA CUNHA
- TUAMOTU
- TURKEY
- TUVALU
- UKRAINE
- WAKE ISLAND

Please note that we may not be able to deliver to areas of political instability.

WHO WILL DELIVER MY ORDER?

We select the best courier appropriate to the shipping destination. All orders will be delivered by one of the following couriers: DPD, Aramex, Fedex, DHL or DPD Europe. Every parcel that we send out is tracked and will require a signature upon delivery.

If you would like further information on the delivery of your order please contact our customer care team and a member of the team will be happy to advise.

DO YOU DELIVER TO WORK/BUSINESS ADDRESSES?

We can offer delivery to your permanent residential address or your place of employment (as long as it is not a PO BOX address). If you want your delivery to be sent to your place of work make sure you input these details into the 'Shipping Address' at the checkout. Please also be confident that there will be someone at your work who will be able to sign for the parcel upon receipt and ensure it gets to you as we cannot be held responsible for packages that go missing once they are signed for.

DO YOU DELIVER TO BFPO OR PO BOX ADDRESSES?

Unfortunately we do not currently offer a delivery service to BFPO or PO BOX addresses with the couriers we use. If you have input either of these as your shipping address, your parcel will be inevitably be returned to us or queried before dispatching to be amended to a suitable street address. Please refrain from submitting a PO BOX or BFPO address as this will result in your parcel becoming delayed or cancelled. If you’re concerned please contact our customer care team

WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?

We are not responsible for any local sales tax or import duties that may arise at the delivery destination which are not included in the price of the products. These are charged once the parcel reaches its destination country and will be invoiced to you directly from the courier or an import broker which must be paid by the recipient of the parcel.

Please note, we cannot control these charges, and cannot estimate what they would be, as customs policies and import duties vary widely from country to country. We recommend you contact your local customs office for current charges before you order to get an idea of the costs that may be incurred.

If you prevent delivery of goods by failing to pay local customs, taxes or courier's administration fee and your package is returned to us, any resulting return postage or courier's administration fees incurred will be deducted from the amount refunded to you in respect of that order.

As of April 2012, we are now covering all import duties on US orders.If you have been charged import duties and you live in the USA please contact our customer care team

MY PARCEL HAS ARRIVED DAMAGED

Our warehouse team take care when dispatching orders but occasionally your parcel can be damaged in transit. We recommend that when you receive your order, you carefully check the item(s) received.

If you notice any problems with your order you should notify our customer care team as soon as possible quoting your tracking number, please also keep all packaging in case the parcel was tampered with as this may be required back to complete further investigations with the couriers.

AN ITEM OR ITEMS ARE MISSING FROM MY ORDER

Occasionally if your order contains an item that is unavailable at the point of packing, the rest of your order will be dispatched separately. In the event where an item you purchased is out of stock, an email will be sent to your registered email address as soon as practically possible confirming that a refund has been issued for this unavailable item.

If you have placed separate orders at the same time these will arrive in separate parcels. We are unable to consolidate separate transactions into a single delivery unfortunately.

Please check the 'Goods Return Document' included with your order to confirm the item(s) that were delivered.

After checking the parcel thoroughly, If you find something is missing please contact our customer care team and quote your order number, please also mention whether the parcel appeared to have been tampered with before delivery.

The customer care team will begin an investigation as soon as possible which may involve checking CCTV, images taken, stock take on the product(s) in question, interviewing the couriers driver and checking all avenues to determine how this has happened. Once this investigation process is complete then the team will do their best to resolve this for you.

CAN I CANCEL AN E-VOUCHER ORDER?

If you are the person who purchased the voucher you can cancel the order within 30 minutes of placing the order and after this time provided that the gift voucher has not been redeemed. To do this please contact our Customer Care Team for assistance. Contact our customer care team and a member of the team will be able to assist you.

FESTIVE HOLIDAY (CHRISTMAS) RETURNS POLICY

Please see our Festive Holiday 2016 Delivery and Returns Policy blog post.

OUR STANDARD RETURNS POLICY

If you wish to return any unworn / unused item(s) (faulty or otherwise) you may do so within 14 days of the date it was delivered to you and receive a refund or exchange (subject to availability). The date your item(s) were delivered can be found when tracking your order on the couriers website. This returns policy does not affect your statutory rights.

RETURNING YOUR ITEM(S)

Item(s) must be returned to us in the same condition you receive them with any tags and labels attached. Please note you have a legal obligation to take reasonable care of the item(s) whilst they are in your possession and they are under your responsibility until they arrive at our warehouse. We recommend therefore that your item(s) are packaged securely to ensure they avoid damage in transit on return to us.

On the ‘Delivery Note/Goods Return’ sheet received with your order, mark clearly the returns code and request code against the item(s) you wish to refund / exchange. Peel off the returns address square label supplied only and affix it to the outside of the package. Place the rest of the completed sheet inside the package with the item(s) you wish to return to us.

We do not provide prepaid returns postage labels. We recommend you pay to return your item(s) by courier, recorded or special delivery. We also recommend you obtain and keep proof of postage in case you need it as evidence that you have returned the item(s) to us. The return address is listed below for your reference:

Pretty Green
PO BOX 8157
Reading
RG6 9NH
UK

If we consider any item to have been used / worn / washed, have any original packaging missing or any item is returned to us in an unsatisfactory state, we may reject the return and refuse the request for a refund or exchange.

Unfortunately we cannot offer in store refunds or exchanges for items which have been purchased through www.prettygreen.com and vice versa. Under no circumstances will a refund or exchange be issued at any of our stores for an online transaction. Returns made in person at the returns address will also not be accepted.

REFUNDS

Upon request, refunds will be issued through the original purchaser’s method of payment (Debit / Credit card/ PayPal / Gift Voucher). On receipt of your return, we will endeavour to refund you within 7 working days. An email confirmation will be sent once a refund has been issued.

EXCHANGES

If you wish to exchange an item for a different size or colour, please return your item(s) to us following the ‘Returning Your Item(s)’ section above. Once we have received your return we will endeavour to process your exchange as soon as we are able to. Please note that we are only able to exchange an item for the same style in a different colour or size (subject to availability).

If we are unable to exchange your item(s), a refund will be issued through the original purchaser’s method of payment. On receipt of your exchange, we will endeavour to exchange the item(s) or refund you within 7 working days. An email confirmation will be sent once an exchange or refund has been issued.

DISTANCE SELLING REGULATIONS

Under the Consumer Contracts Regulations 2013, customers within the European Union have up to 14 calendar days (from the date you receive your goods) to withdraw your order with us.

To exercise this right you must do one of the following:

- Notify us by email at customercare@prettygreen.com stating you wish to withdraw your order quoting your order number

- You can also choose to cancel your order by completing and submitting to us a Cancellation Form including this inside your parcel with your unwanted order.
- If we are unable to prevent your order from leaving our warehouse, you can refuse the delivery from DPD and the parcel will be returned to us

Please note you are under statutory duty to take reasonable care of the item(s) whilst they are in your possession. If you fail to abide by this we may have a right of action against you under a breach of statutory duty. For full details on returning your item(s) to us please refer to the guidance on the ‘Returning Your Item(s)’ section above. If we do not receive the item(s) back, we will arrange to have them collected at your cost.

We will endeavour to issue a refund for the full price you paid for the item(s) (including any standard delivery charges) to the original purchaser’s method of payment, and in any case within 30 days.

I'VE RECEIVED A FAULTY/INCORRECT ITEM

Our Warehouse team take great care when packing and dispatching all customer orders however we would highly recommend that when you receive your order you carefully check the Delivery Note and the item(s) you receive.

The law gives a customer certain rights in respect of goods not fitting their description, being of unsatisfactory quality or not being fit for purpose. If you have received any items of this nature you may be entitled to refund (within 30 days), repair or replacement. For further details on your rights as a consumer please visit the Citizens Advice Bureau.

If you find you have received a faulty or incorrect item please notify our customer care team as soon as possible.

RETURNING THE FAULTY / INCORRECT ITEM(S)

If you have received a faulty or an incorrect item we will be happy to offer an exchange for an item in the same or correct product (subject to availability) or offer you a refund for the full price you paid for your order (including any delivery charges incurred). 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.

Once we have received you order, our team of technical experts will inspect your item to confirm a manufacturing fault. If you are returning a defective item please follow the our returns policy and mark on the ‘Delivery Note/Goods return’ sheet that the product is faulty (FA) or a wrong item (WI) in the space provided above please state the fault or the wrong item/size you’ve received.

Refunds will be issued through the original purchaser’s method of payment. On receipt of your return, we will endeavour to refund you within 7 working days. An email confirmation will be sent once a refund or exchange has been issued. If you request an exchange for a defective or incorrect item you will not be liable for the delivery charges of the replacement item(s) and we will try to get this new order out to you as soon as possible.

HOW DO I RETURN AN ITEM?

RETURNING YOUR ITEM(S)

Item(s) must be returned to us in the same condition you receive them with any tags and labels attached. Please note you have a legal obligation to take reasonable care of the item(s) whilst they are in your possession and they are under your responsibility until they arrive at our warehouse. We recommend therefore that your item(s) are packaged securely to ensure they avoid damage in transit on return to us.

On the ‘Delivery Note/Goods return’ sheet received with your order, mark clearly the returns code and request code against the item(s) you wish to refund / exchange. You can either write the codes on the dotted line to the right on each returned item or circle/tick/highlight the codes below. Peel off the returns address square label supplied only and affix it to the outside of the package. Place the rest of the completed sheet in the package with the item(s) you wish to return to us.

We do not provide prepaid returns postage labels. We recommend you pay to return your item(s) by courier, recorded or special delivery. We also recommend you obtain and keep proof of postage in case you need it as evidence that you have returned the item(s) to us. The return address is listed below for your reference:

Pretty Green
PO BOX 8157
Reading
RG6 9NH
UK

If we consider any item to have been used / worn / washed, have any original packaging missing or any item is returned to us in an unsatisfactory state, we may reject the return and refuse the request for a refund or exchange.

HOW DO I RETURN AN ORDER FROM OUTSIDE THE UK?

Please follow our returns policy when sending any unwanted items back to us but please note any orders being returned from outside the UK may need to be subject to further paperwork when handing the parcel over to a courier. Please make sure that the courier or postal company you choose to use are aware that the goods are of UK RETURN and were originally dispatched from the UK. You may need to declare on further paperwork that your parcel is of GOODS RETURN. If the parcel is not highlighted as originally being exported from the UK then it may end up stuck in customs and charges will become incorrectly applied to the goods. Unfortunately the lengthy process to have parcels released due to us being exempt from these charges can often led to the parcel being returned back to you the sender.

Also make sure that the courier service you use can deliver to PO BOX addresses successfully. Some couriers do not have this option and will require our street address instead: PRETTY GREEN LTD, 11 - 12 SUTTONS BUSINESS PARK, READING RG6 1AZ

HAVE YOU RECEIVED MY RETURNED ITEM(S)?

On receipt of your return, our customer care team will endeavour to issue a refund or exchange and notify you within 7 working days of receipt. In the event that 7 working days have passed since we signed for your returned order, please contact our customer care team quoting any tracking or reference numbers related to your returned item(s).

Please note we recommend you pay for a recorded or tracked service with a courier or local post office and obtain and keep proof of postage in case you need it as evidence that you have returned the item(s) to us.

HOW LONG WILL IT TAKE TO RECEIVE MY REFUND/EXCHANGE?

All Returns are processed within seven working days (excludes weekends and bank holidays). When your return has been completed you will a confirmation email from us which will detail your refund or exchange in full. All exchanges will then be subject to our current delivery timescales. You will also be given a new order reference number for this order in your email. If you’ve been issued a refund then this will appear back on the relevant payment method within three to five working days from the date the email is received. Please note if you paid via PayPal that refunds back to your account may need to be withdrawn from here to appear back in your bank account.

CAN I RETURN AN ONLINE PURCHASE BACK TO A PRETTY GREEN STORE?

Unfortunately we cannot offer in store refunds or exchanges for items which have been purchased through www.prettygreen.com and vice versa. Under no circumstances will a refund or exchange be issued at any of our stores for an online transaction. Returns made in person at the returns address will also not be accepted.

CAN I POST AN IN-STORE PURCHASE BACK TO HEAD OFFICE?

If you have purchased an item in one of our Pretty Green stores and require and refund or exchange you will need to return this item back to either the same store or your local store. Our stores work from different IT systems so head office cannot physically process any refunds or exchanges for store purchases. If you wish to query the return or do not live local to a store then we recommend contacting the store where the purchase was made and they will be able to advise you further. They should be able to process a store return via the post for you.

WHAT IS YOUR IN-STORE RETURN POLICY?

Our Pretty Green stores offer a different returns policy to when shopping with us on-line, please details below.

Normal Returns policy: Pretty Green are happy to exchange or refund any FULL-PRICE unsuitable garments within 14 days provided they are in resale-able condition with original tags and a valid receipt is presented. NO REFUNDS available on sale items. This does not affect your statutory rights

HOW DO I RETURN/EXCHANGE MARSHALL® ACCESORIES?

For hygiene reasons; Marshall Accessories may only be returned to us for a refund or exchange if the seal on the box is unbroken. If you wish to return any unwanted Marshall accessories you must do so in the original packaging with the seal intact. If you believe you have received a defective item upon receipt please contact our customer care team who will be happy to sort this out for you.

MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY COSTS

When you return an unwanted item to us we will refund the price you paid excluding delivery charges except where the item is deemed as faulty / delivered incorrectly or where the order has been cancelled under the distance selling regulations.

I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR EXCHANGED

We apologise if we have made a mistake whilst processing your returned item(s).

If you were expecting an exchange and received a refund this may have been due to the item(s) being unavailable at the time of exchange, in which case we would refund you the price you paid for the item and notify you by email.

If you were expecting a refund but received a replacement item or have been refunded the incorrect value please contact our customer care team who will be happy to sort this out for you.

CAN I RETURN ITEMS THAT WERE PURCHASED USING A GIFT VOUCHER?

Yes of course, your right to return an item remains the same whether you've purchased it with a gift voucher, a payment card, PayPal or a combination of both.

We will refund any money that you have paid using a payment card first and then re-issue the remaining value back on to the original gift voucher code you were issued. The details of your refund or exchange will be emailed across to you when your return is complete

I'VE FORGOTTEN MY PASSWORD

In the event of a forgotten password you can obtain a new one by using the Forgotten Your Password? link, which is also located on the login screen. A new password will be sent to you by email to your registered address.

HOW DO I ORDER PRODUCTS?

To shop with Pretty Green online we require you to register your details. Please note buyers must be over 18 years old and have full legal capacity. To do this visit the Register section, complete all of the details and click register at the bottom of the page.

Once you have done this you can begin browsing the products on our website. If you would like to purchase an item click 'Add To Basket' on the product page.

When you have finished shopping, click on the 'Shopping Bag' link to proceed through the checkout entering all of your payment details and submit your order.

Alternatively please call our customer care team on +44 (0)1189353555 (9-5, Mon - Fri) or request a member of the team to contact you (specifying a preferred date and time) and we will be able to process the order for you over the phone.

HOW DO I CREATE MY ACCOUNT?

To register with us on-line visit submit all your details here, read through our terms and conditions and sign up for our newsletter. When finished click on the ‘Register’ link at the bottom of the screen.

HOW DO I CHANGE DETAILS ON MY ACCOUNT?

To update any details, visit My Account amend your details and click on the 'Update' link at the bottom of the screen.

If you don’t receive an email within two hours please contact our customer care team who will be happy to re-set your password manually for you.

ARE MY DETAILS SECURE?

Information passed between your computer and our website cannot be read in the event that someone else intercepts it. This technology includes the following features:

- Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
- Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
- Data Integrity - this checks the data being transferred to ensure it has not been altered

For more information view our full Privacy Policy.

I'M NOT RECEIVING YOUR NEWSLETTER

If your not receiving our newsletter you could be missing out on the latest news and offers as they happen at Pretty Green.

A common reason that you might not be receiving emails from us is that your email client is marking our emails as spam and these are being sent through to you junk folder. To stop this from happening add "hello@prettygreen.com" to your address book.

CAN I VIEW MY ORDER HISTORY VIA MY REGISTERED ACCOUNT?

Unfortunately we do not have the facilities available currently for a customer to view their order history when logged into their account. We’re hoping to provide this service to all customers in the future. If you have any questions or queries concerning new or previous orders please contact our customer care team who will be happy to help you.

I'M HAVING PROBLEMS PLACING MY ORDER

If you are having problems placing an order, please contact our customer care team stating the following details:

- Web browser (e.g Internet Explorer, Safari, Firefox)
- Platform (e.g. Windows, OS X)
- Device (Laptop, PC, iPhone, iPad)
- Short description of the fault

We will endeavour to resolve any problems to ensure you can shop with us online in the future.

Alternatively please call our customer care team on +44 (0)1189353555 (9-5, Mon - Fri) or Request a member of the team to contact you (specifying a preferred date and time) and we will be able to process the order for you over the phone.

I CAN'T ADD PRODUCTS TO MY BASKET

If you find you are unable to add any products to your basket please contact our customer care team stating the following details:

- Web browser (e.g Internet Explorer, Safari, Firefox)
- Platform (e.g. Windows, OS X)
- Device (Laptop, PC, iPhone, iPad)
- Short description of the fault

Alternatively please call our customer care team on +44 (0)1189353555 (9-5, Mon - Fri) or Request a member of the team to contact you (specifying a preferred date and time) and we will be able to process the order for you over the phone.

CERTAIN ASPECTS OF THE WEBSITE DO NOT FUNCTION CORRECTLY

Please ensure that JavaScript has been enabled in your browser. If you can read "Liam Gallagher" below this paragraph, you will need to turn JavaScript back on again.

Here is a step by step guide to turning JavaScript on, based on your web browser.

Internet Explorer 6, 7 and 8:
Tools > Internet Options > Security
Click the "Custom Level" button at the bottom.
Scroll down to "Active Scripting" and select "enable".

Firefox on a PC:
Tools > Options > Content
From here you can check the "Enable JavaScript" box.

Firefox on a Mac:
Firefox > Preferences > Content
From here you can check the "Enable JavaScript" box.

Safari on a Mac:
Safari > Preferences > Security
From here you can check the "Enable JavaScript" box.

Alternatively please contact our customer care team stating the following details:

- Web browser (e.g Internet Explorer, Safari, Firefox)
- Platform (e.g. Windows, OS X)
- Device (Laptop, PC, iPhone, iPad)
- Short description of the fault

We will endeavour to resolve any problems to ensure you can shop with us online in the future.