Returns
As part of our commitment to sustainability and to cut down on wasted paper, you’ll no longer receive a returns label in your parcel. We offer our customer a 14 day returns policy. Don’t worry – following the steps below to see how to make your return.
To ensure your return is accepted please ensure this meets our return criteria below. All customer returns will undergo a thorough inspection, if an item(s) is returned in a non-saleable condition, we reserve the right to refuse a refund request and ship item(s) back to the customer.
In the unfortunate event your item arrives in a less than perfect condition we’re really sorry! Please reach out to our customer care team prior to the return or within 7 days of receipt. For further information please see our faulty policy.
UK customers can initiate a return below.
Our International Customers will need to follow the instructions listed below
We no longer offer free UK returns, our returns fee options start at £3.95.
For UK customers please follow the returns process below.
1) Click on the "Start a UK Return" link to head to our returns portal - You’ll need your email address and order number handy! (This can be found on your order confirmation email).
2) Let us know what you’re returning and why – this helps us improve our products in the future.
3) Choose your preferred return method.
4) You’re done! You’ll receive either a printable return label to attach to your parcel, or a mobile QR code to scan at your chosen drop off point!
Please remove or hide your original delivery label to avoid your parcel being returned back to you.
Obtain your proof of postage receipt. Should your item go missing in the post, we will request the proof of postage in order to process your refund.
We reserve the right to withhold all or part of your refund if items are returned damaged or worn. Please see our returns criteria here for more information.
Please kindly note, we are unable to offer exchanges or accept unwanted returns on earrings due to hygiene reasons.
Once your return has been delivered to our UK warehouse, please allow 7 days for a refund to be processed. Postage charges will not be refunded unless the order is faulty in which case a full refund will be issued.
Please note we do not cover the cost international returns at this time.
For US customers please note that we have a small collection stocked on the US ASOS site and are working on partnering with more US stockists so that you can shop more local and will not incur the higher return fees.
1) Check all returning items meet our returns criteria
2) Complete the return form which is inside your order - ensure you include your order number and reason for return.
3) Securely package your return with the form inside – if you
use your original packaging, you’ll need to cover the delivery label to stop your parcel being returned to you.
4) On the outside of the parcel you’ll need to clearly write your order number along with the phrase ‘RETURNED GOODS’
5) Return your parcel to our address below via any courier of
your choice – we advise a tracked/insured service
Our returns address is:
Pretty Lavish
ILG
Unit 2 Space Gatwick
Faraday Road
Crawley
RH10 9BJ
UK
Please ensure to keep your proof of postage receipt until you have been refunded. This helps us track your return.
Please note that Pretty Lavish does not assume any responsibility for return packages that are lost, stolen, or mishandled.
We reserve the right to withhold all or part of your refund if items are returned damaged or worn. Please see our returns criteria for more information.
Once your return has been delivered to our UK warehouse, please allow 14 days for a refund to be processed. Postage charges will not be refunded unless the order is faulty in which case a full refund will be issued.
Returned items must meet the following criteria:
• Items must have Pretty Lavish swing tags and labels still attached without signs of wear.
• Items must be unworn and unwashed.
• Items must not contain any signs of pet hair, smoke or odour.
• Items must be free from marks or stains of any kind (including make-up, fake tan or deodorant marks).
• Items (where applicable) must not have the hygiene label removed/damaged.
Please kindly note, we are unable to offer exchanges or accept unwanted returns on earrings due to hygiene reasons.
If you try to return an item that does not meet the above criteria, you will not receive a refund and your item(s) will be sent back to you.
Obtain your proof of postage receipt. Should your item go missing in the post, we will request the proof of postage in order to process your refund.
To help us fix the issue for you as quickly as possible, please contact us prior to posting any faulty items back to us. Please contact our customer care team with the below information:
• Your name
• Order number
• Product name
• Picture and description of the fault
• Picture of the packaging to show how your order arrived.
The above information will ensure our customer care team can advise you quickly and correctly the best method for resolution.
Any item(s) where a fault has been caused due to customer negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.
