What do I do if my order shows as delivered but I have not received it?
If upon tracking your order it shows that the item has been delivered but you have not received it, please contact us as within 7 days of the item showing as delivered, otherwise we will not be able to process your claim for the order not being received.
If this occurs we will contact Royal Mail who will raise an investigation for the parcel including interviewing the driver, this process normally takes 72 hours and as soon as they let us know the outcome of the investigation we will pass this information on to you.
You can contact us via email firstname.lastname@example.org
How can I return a product?
If you wish to return any items please contact customer services by email: email@example.com who will inform you of the exact procedure depends on your circumstances.
To enable us to refund or exchange your purchase, items must be in the exact condition you received them in.
Due to the personal nature of the products that we sell, we cannot replace or refund unwanted items if they have been opened or any seals been broken.
The refund will not include the cost of delivery or return postage.
What are the shipping method available?
Depending on your order, the most suitable courier company will be chosen. This will depend on the weight, size and value of your order. In the UK we use Royal Mail and DPD. For international deliveries it will depend on the chosen country and delivery method.
Do you ship internationally?
We deliver to many places including the UK, Europe, North America, and other selected international destinations. If you cannot see your country listed on the basket page, we cannot deliver to it at the moment.
If you are unsure contact us via email firstname.lastname@example.org
Due to recent international restrictions on shipments from france, we cannot ship any pressurised containers or nail varnishes outside of the UK using a standard service.
Make sure that you are signed up for our newsletter so that we can inform you once a solution has been found.
What Payment Methods Are Accepted?
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How to order
Help! I cannot find what I am looking for
All of the products that we stock are listed on the website, if you cannot find a particular item use the search box at the top of the site – making sure that the name is spelled correctly.
If you still cannot find the item it may be worth contacting us to speak to one of our advisors who will be able to help with your query. email us email@example.com
Why won’t my voucher code work?
It may seem simple, but please make sure that you’re typing the code in correctly! (Please note none of our codes have spaces). If that doesn’t work, please check the expiry date on the code, as some have a limited time for redemption finally it may be that the code is linked to your account and you need to log in to validate this. Birthday codes especially, are for you to help celebrate your birthday and as such you must be logged in to your account for these to work.
To sign in, please press the ‘sign in’ button on the top right hand side of the website and enter your details. Once you have placed everything you would like to purchase in your shopping bag, please proceed to the basket page (edit bag / checkout). You will then be given the option to apply the voucher code in the section ‘Redeem Pretty Pennies and/or Enter Vouchers’. Once this has been applied it will show that the voucher has been applied, in a green box to the left and the discount should show in the sub total on the bottom right of the basket page.
The item I have ordered is not currently in stock how long will it take to be dispatched?
This depends on the item the ordered. You will be informed of the expected time for us to obtain stock on the product page and once the order has been placed via weekly emails. The times stated are an estimate based on the average delivery time for the brand, unfortunately, there are sometimes circumstances that are out of our control that can delay this such as the brand being out of stock themselves.
I have received a faulty or damaged item – what should I do?
If you have received a faulty item please contact our customer services team via email firstname.lastname@example.org or by phoning them on +44 (0)2920 008844, and they will inform you of the returns procedure for faulty items. When contacting them please make sure you have the following information ready:
- Your Order Number
- Product Code/Product Name
- Details of the fault
- If you want a refund or replacement
The product I want to order is showing as out of stock and not available to purchase, when will it be available again?
Due to unprecedented demand on certain products, they have not been able to be manufactured and supplied by the brand quick enough to keep up with demand, as such we have had to restrict the ability to place reserve orders for these lines until they are back in stock with the regular supply.