Refund policy
We want you to love what you ordered. If something isn't right, here's exactly how to send it back.
Your right to cancel
You have 14 days from the day your order arrives to tell us you'd like to return it, and a further 14 days to send it back. This applies to any item, for any reason — you don't need to explain yourself.
This is your right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Condition
To be refunded, items need to come back:
Please try things on carefully. We can't resell an item that's been marked, and we'd genuinely rather help you pick the right size first — email us before you order if you're unsure, and check the size guide.
If an item comes back in a condition we can't resell, we may reduce your refund to reflect the loss in value, or return the item to you.
How to return
Return postage is paid by you, unless the item is faulty, damaged or not what you ordered — in which case we cover it. We strongly recommend a tracked service: until the parcel reaches us it remains your responsibility, and without proof of postage we can't help if it goes missing.
Refunds
Once your return arrives and passes our check, we'll refund you within 10 working days to your original payment method. We'll email you when it's processed. How quickly it appears depends on your bank or card provider.
Your refund includes the standard delivery charge you originally paid. If you chose an upgraded delivery service, we refund the standard rate.
If you're returning part of an order, the delivery charge isn't refunded.
Faulty, damaged or wrong items
If something arrives faulty, damaged, or isn't what you ordered, email info@prettydup.com within 30 days with your order number and a photo. We'll put it right — a replacement or a full refund including postage both ways, whichever you'd prefer. Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in this policy.
Exchanges
We don't process direct exchanges. If you need a different size or colour, return the original for a refund and place a new order. It's faster than waiting for us to swap it, and it means you don't lose your size while the return is in transit.
Cancelling before dispatch
Changed your mind before it's shipped? Email us straight away and we'll cancel and refund in full. Once it's dispatched, follow the returns process above.
Returns address
Email us first so we can expect your parcel. Returns go to:
Unit 1&2, 132 Broughton Street
Manchester
M8 8AN
England
Questions
Email info@prettydup.com and we'll come back to you within 1 working day, Monday to Friday.