Refund policy

We hope you love your items but understand sometimes there may be a problem with your order. We would love the opportunity to make it right but if you'd like to return your item please read the policy and instructions below. 

Looking for Care Instructions? Click here.

Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note return shipping costs will be covered by the customer and we advise using a tracked return method. 

To be eligible for a return, your item must be in the same condition that you received it, unworn, clean and in it's original packaging including dust bags and free gifts. 

International orders are eligible for a return but the cost of tracked return postage and any customs fees associated with importing the item back into the UK will be the responsibility of the customer.

Submitting a return request

Click the profile icon in top menu and then request a return.

1. Log in to your account:
    1. In the Email field, enter your email address, and then click Continue.
    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We aim to process returns within 10 working days of receiving it.

You can always contact us for any help at help@theprettyhat.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. 

 

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.

 

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 minus any original postage fees or return label fees if you have used our label generation service. Please remember it can take some time for your bank or credit card company to process and post the refund too. We aim to process returns within 10 working days of receiving it.