Please allow up to 28 working days for dispatch of your items. Working days are classified as Monday - Friday and exclude weekends and bank holidays. Turnaround times do not include carrier timescales and we ask you to allow 3-5 working days from the date your order leaves us.
If your order is required sooner than this, please let us know via email or the chat form and we will be more than happy to let you know if this is achievable.
During busy periods, we may go over our turnaround times but we always do our best to achieve this.
Please make sure you allow plenty of time for your order to be made and sent. We are not held responsible for orders being placed that do not meet your requirement dates due to our turnaround period.
If at checkout you enter the incorrect address Pretty Pops Designs Ltd are not held responsible for the loss or delay of the parcel. It is the buyers responsibility to make sure all lines of the address are correct. Pretty Pops Designs Ltd will not refund nor replace orders with incorrect postal addresses.
If the goods are returned to us as an incorrect delivery address was left at checkout, or are uncollected from the post office, we will require a postage fee to be paid for the goods to be re-sent. We will not send goods out with out this charge being made and the correct address confirmed via E-mail. Orders will be then be held for 10 working days after we have send your the first notification email. After this date, we are unable to resend the order if there has been no payment received in this time frame.
Customs and Duties Policy
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.
Please check with your country's customs office to determine what these additional costs will be prior to purchasing.
Delayed Parcels Policy
If for any reason your parcel has not reached you by the standard delivery or 3-5 days after your turn around time, please get in touch with us by e-mail or on the contact form.
Royal Mail will not investigate missing or delayed parcels until the 10th postal day after posting. After the 10th postal day we can then carry out an investigation. We will not refund or replace orders until a full investigation has been carried out.
We cannot be held responsible for parcels that are delayed by problems out of our control.
(i.e Weather conditions, delays with Royal Mail, or delays caused by a 3rd party)
Please remember that around Christmas time, Royal Mail are much busier than usual and parcels may take longer to reach you.
We are not to be held responsible or refund on orders that do not arrive in time of the date needed, if within the 21 working day turnaround. Please refer to your terms and conditions accepted at point of checkout.
Due to the nature of personalised items, we allow a 24 hour cooling off period. After this, orders are unable to be cancelled as production will have already begun.
All orders are made to your requirements and personalised items are unable to be returned unless faulty or in the unlikely event that there is a personalisation error during production.
Please double check when submitting personalisation during checkout. Pretty Pops Designs Ltd cannot be held responsible for incorrectly supplied information.
We are also unable to accept returns on personalised items that do not fit so please check size guides before ordering or feel free to contact us by email for clarification.
As items are made by hand, mistakes are possible, please contact us within 7 days of delivery to notify us of any errors so we are able to rectify this for you.
If an item is faulty, we will provide a free returns label for you to return the item to us, Upon receipt, the replacement will be issued and will be the same product, size and personalisation as the original order.
Exchange Policy (if applicable)
We only replace items if they are defective or damaged.
If you need to exchange it for the same item, and the item is non-personalised send us an email at email@example.com
If the goods are being returned to Pretty Pops Designs Ltd, we require the buyer to pay the postage to return the goods.
We advise all goods to be sent back via a tracked method and we cannot be held responsible if goods are lost, stolen or damaged during transit back to us.
Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund
Special Offer Policy
We offer free shipping for baskets over £100, this is only available for UK mainland deliverers. Overseas including Ireland do not qualify for this. During sales periods free shipping does not apply.
Only one discount code can be used per order.
We cannot issue discounts or refunds for orders that have already been placed or if not entered at checkout.