Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note that returns will need to be sent to the following address: RETURNS Unit C1, Springhead Enterprise Park, Springhead Road, Northfleet, Kent, DA11 8HD.

You can always contact us for any return question at orderprocessing@theprettydresscompany.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orderprocessing@theprettydresscompany.com.

Your rights to return goods are protected under the Consumer Contracts (Information, Cancellation and Additional Changes) Regulations 2013.

Should you wish to return an item to us you have 14 days from the date of receipt to do so.  International customers have 28 days from the date of receipt to return an item. 

Returns can be sent to:

Returns Department

The Pretty Dress Company Limited

Unit C1

Springhead Enterprise Park

Northfleet

Kent

DA11 8HD

Please note that we can only accept returns of online orders to our Returns Department via post or courier. Items cannot be returned in person directly to this address.

All unwanted items must be in the original condition in which you received them with all original tags attached. 

When trying on items please ensure that you are not wearing perfume, make up, fake tan, or deodorant which may leave a scent or residue on the garment.  We are unable to accept the return of any item which has evidence of wear, excessive handling, or if these instructions have not been followed.

When returning an item please ensure the "Returns & Exchanges" paperwork which was included with your order is completed, stating the reason for return and if you require an exchange or refund.  Please also include a copy of your invoice.

For your own protection we recommend using a signed for delivery service or one which insures you for the value of the goods you are returning.  We do not cover postage costs for returning items.  The original postage paid to receive your order will be refunded providing the complete order is returned.

International customers should note that we do not refund postage costs and that any request for an exchange will incur an additional delivery charge to send your exchanged item.  We do not pay any custom clearance charges for items which are returned from international customers.

Once an item is received into our warehouse it is then inspected by our returns team.  We aim to process all returns, exchanges, and refunds within 14 days of us receiving your item providing that the items are in their original brand new, unused and re-saleable condition.

Please be aware that once your refund has been processed by us it can take 3-5 working days to appear in your account. This is beyond our control and dependent on your payment provider.

Competition items can not be returned for exchange or refund as per our competition T&C's. 

All refund are issued against the original method of payment.  We do not issue refunds to third parties.