When purchasing off us we are deemed as an online "Distance" seller which means we have legal obligations to our UK & EU customers under the Consumer Contracts Regulations 2013 and the Electronic Commerce (EC Directive) Regulations 2002.
By law you have Fourteen (14) calendar days to cancel an order and get a refund once you have received your goods, for any reason, excluding any products sold by us that do not have a seal or contain liquid (such as liquid lipsticks) where they have no factory seals to break when opening, these products are not returnable due to hygiene concerns.
Once you have advised us you wish to return an order you have 14 days for the item to reach us, we must then refund you within 14 days of receiving the goods back.
Customers also have 30 days from the date they purchased to claim a refund for a faulty item. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original factory sealed packaging of provided
For UK customer returns can be via your own courier method such as Royal Mail etc or using the Collect+ label provided if your return is approved. Please note we shall only refund standard service shipping costs, we do not refund for additional services chosen such as Special Delivery.
Should your return be refused upon arrival back with us a charge of £5.00 will be due plus postage costs to return the item to you.
For all returns please email us at Hellopretty@mail.com stating your order number and reason for the return.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund/exchange/credit.
If you are approved, then your refund/exchange/credit will be processed. Any refunds will be automatically applied to your original payment method/card only, we are unable to refund to a different card, within 7 working days.
Late or missing refunds (if applicable).
If you haven’t received a refund within 7 working days, first check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us Hellopretty@mail.com
Exchanges (if applicable).
We only replace items if they are defective or damaged.
Return Shipping Costs
You will be responsible for paying for your own shipping costs for returning none faulty items. Shipping costs for none faulty items are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you choose to return items using your own courier method and not using the Collect+ label provided by us (UK customers only), then be sure to obtain a proof of posting in case a return fails to arrive back with us you will have to claim against the shipping courier used to return the item to us.
* damaged or faulty products
We take extra care in preparing and packaging orders for delivery. In the unfortunate event of your items be8ng damaged in transit and arriving damaged . Please contact us within 24hrs of delivery at Hellopretty@mail.com. You MUST include photographs of your damaged/faulty product(s), your name and order number to enable us to process at Hellopretty@mail.com
* I Have recieved the wrong product
We take care to ensure we have sent the correct item to you through our order procedure . I feel you have recieved the incorrect item (through our human error), then you MUST send us a photograph of product(s) you have recieved alongside with your name and order number within 24hrs of delivery to Hellopretty@mail.com . However if you have selected the incorrect products at checkout we cannot be held responsible and cannot accept a return or refund . Please ensure you double check your order prior to confirmation and payment .
Once your order hasn’t been dispatched you will receive email confirmation. Royal Mail do not declare a parcel /item as lost until the following days have passed
Uk- 15 working days
Please get in touch with us at Hellopretty.mail.com if you believe it’s lost .