Exchange & Refund Policy
Here at PrettyLittleStar customer care is paramount. We are happy to exchange or refund (excluding the postage charge).
Returns will only be accepted if in the original packaging within 14 days of purchase in condition for resale.
Please note we do not offer free returns.
If an item you have received is faulty or we have made a mistake please email info@prettylittlestar.co.uk
Returned postage charges will only be refunded if the item is faulty.
How to Return
You may send products back to us within 14 days of purchase for a refund. The item/s must be unused in the same condition it was received with the tags in place, returns must be made in a perfect, unwashed condition. Any items returned showing signs of use and / or washing will not be replaced. Please email first info@prettylittlestar.co.uk
Please ensure you include your order details with the return, along with details of what you wish to exchange or refund.
Customised Items:
A custom order is anything customised, tailor made or altered to suit you. This includes custom sizes. Unless I have made a mistake with your order (wrong fabric or size) I do not accept refunds or exchanges. These orders are exempt from the distance selling regulations in relation to 'change of mind'. This is because the item has been made especially tailor for you i.e. I have received specific instruction from you to customise an item. Please be mindful of this when you order and always check the size guide and current timescales.
Standard stock and Pre-Made Items:
In the unlikely event you should receive a faulty item it will be replaced at our costs. Please contact us within 14 days to arrange a return and exchange.
Should you order the wrong size we will exchange the item. In this instance the buyer must pay the additional postage costs. Replacement items are subject to the 'made to order' turnaround period and subject to fabric stock. In the event that we no longer have that fabric available a full refund or alternative fabrics will be offered.
Please note: returns must be made in a perfect, unwashed condition within 14 days of contacting me. Any items returned showing signs of use and / or washing will not be replaced. Under No circumstances can items ordered over 3 months ago be returned.
To discuss a return please contact me at info@prettylittlestar.co.uk with your full name, order number and date of order. Please note that without these details I will not be able to locate your order to discuss further.
Washing:
Incorrect washing of your items may result in shrinkage or damage, as such items cannot be returned or refunded if washed.
All items can be washed at 30 degrees and are not suitable for use in a tumble dryer. We recommend washing with a colour catcher to keep colours from running.
Postage and lost / delayed items:
Recorded delivery is available for all items and is recommended. To chose the recorded delivery option please select this at checkout. Items sent recorded delivery can be tracked and found more easily if they are deemed missing or delayed.
If standard delivery is chosen your item will be posted second class. Proof of postage is obtained for each and every order.
If you believe your order is lost please contact me within 14 days of the expected delivery date.
Royal mail require a certain period of time to pass before a parcel may be considered lost. If your order does not show up within this time then your order will be replaced and re-sent. Please note the replacement order will be sent matching the original order - no change to size / fabric / delivery address etc. This is to protect the integrity of the returns policy and ensure we have no fraudulent claims.
Discount codes
Any discount codes available have to applied at checkout, they cannot be applied in retrospect. Unless otherwise stated, store credit codes have a 1 month expiry date. If not used within 1 month the code will expire and will no longer be valid. This is regardless of any store closures.
Store credit codes do not include postage.
