FAQ! Need Help?

The express shipping services for Canada cannot make shippings to PO Box addresses. Please use an alternative shipping address or select the Standard or Saver shipping service.

Shippings can be made anytime between 8am and 9pm.

Yes, you can have your parcel shipped to an alternative address; however, this needs to be done at the time of purchase. When filling out Billing address simply untick the box that says ‘Ship to same address’ you will then be given the option to enter a different shipping address. If this is a business address, always make sure you include the name of the company or organisation in the address field as well as the contact name to ensure your parcel is successfully shipped.

If you or a neighbour is home to accept the order, then a signature will be required. If nobody is home to receive the parcel, the shipping company will leave a card saying that they have attempted to ship, and provide you with details on where the parcel has been shipped to. If there are no safe places or available neighbours, the courier will notify you and attempt re-ship the next working day. Shipping will be re-attempted 3 times before being returned to the depot and retuned back to PrettyLittleThing. If you wish to have the parcel reshipped, please contact us.

TERM	EXPLANATION
Shipped	The item has either been shipped as addressed or, to a neighbour. Please note Special shipping Guaranteed™ items cannot be shipped to a neighbour
DC	Distribution centre
Inward RDC Volumetric Acceptance	The item is halfway through its journey
MDN	If you see ‘(MDN)’, this is an internal note and nothing to worry about - your item is still on track.
NOT SHIPPED - RETURNED TO NRC	We've been unable to ship the item and there's no return address so we've sent it to our National Return Centre.
Outward RDC Volumetric Acceptance	We've collected the item from the sender.
Pre-advice Received	The sender has told us they're going to post something, but we haven't received it yet.
Sales Order Raised	This is only relevant to the sender.
Missing pre-advice	The parcel information has not yet been loaded onto our online system. However, the parcel has entered and is still moving within our network.
Order generated	The parcel has been booked onto our system but has not yet been collected.
'Sorted at national hub' or 'Hub trailer via sorter'	The parcel is being sorted at one of our National Hubs and will shortly be on its way to your local shipping depot.
Receipt at depot	The parcel is at either the collection or shipping depot, please check the tracking information
Misrouted at depot	The parcel has been sent to the incorrect depot but will be re-routed. Please allow 48 hours for the parcel to reach your local courier.
Manifested for shipping/ 'Manifested to courier' or 'Out for shipping'	The parcel has been assigned to the courier for shipping. It will typically be followed by a 'courier received' scan, once the courier is in receipt of the parcel.
Courier received	The parcel is with the courier for shipping, our couriers work between 8am-9pm.
Carried forward	The courier has been unable to ship the parcel but will re- attempt the next working day.
Not shipped due to address query	We have had a problem shipping your parcel, if you are the shipper of the parcel, please contact us, with contact details for the recipient. If you are the recipient of the parcel, please contact your shipper, they will be able to resolve this on your behalf.

Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

If you wish to dispute shipping of your order, you have 14 days starting from the day that the tracking status for you order is updated by the carrier as fulfilled (i.e. updated as shipped to the address set out in the Dispatch Confirmation). We reserve the right to request evidence, before issuing any refund of the price paid and/or any associated shipping costs.