FAQ! Need Help?
We've got you covered
Please enter your order number:
**Some orders may be sent in multiple parts, you will receive multiple dispatch emails if your order has been split shipped.
Missed your delivery?
If you placed an order using the standard shipping service and your USPS tracking is showing that there has been an unsuccessful delivery attempt or if you have received a drop card, then you will need to either reschedule your delivery or arrange to collect your parcel from your local USPS post office.
For some areas, you can reschedule your delivery online here - https://redelivery.usps.com/redelivery/ . If this is not available in your area then you will need to contact your local post office. You can find the details of your post office here - https://tools.usps.com/go/POLocatorAction!input.action
You will have 15 days from the date of the first delivery attempt to either rescheduled delivery or collect your parcel. After this time your parcel will be returned to us.
|Delivery Option||Delivery Times||Delivery Costs|
|USA Standard Delivery||5 - 7 working days||$5.99|
|USA Express Delivery||2 - 3 working days||$11.99|
|CAN Standard Delivery||5 - 7 working days||$11|
|CAN Express Delivery||3 - 4 working days||$31|
Sorry to hear you haven’t received a part of your order! Please note that during the period July to September, some orders may be sent out in multiple parts.
If you are missing part of your order, please check:
- Your dispatch email, if your order is going to be sent in multiple parts then your dispatch email will only include some of the items you ordered, you will then get another dispatch email. You will also receive multiple tracking numbers.
- The receipt/invoice in the bag, this will show the items you should have received in this parcel. If you have everything that is on the invoice the rest of your order will come separately.
- Your PLT parcel packaging, if your order is arriving in multiple parcels then there will be a sticker on the bag to let you know the order has been split.
If you are missing items from your order and your dispatch email and invoice show all items on your order, then please get in touch with our customer services team HERE. Make sure to let them know your order number and which items were missing.
The express shipping services for USA & Canada cannot make deliveries to PO Box addresses. Please use an alternative shipping address or select the Standard or Saver shipping service.
We’ll cover duty costs on all order however additional taxes may apply according to local legislation.
Yes, you can have your parcel delivered 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 ‘Deliver 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 delivered.
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 deliver, and provide you with details on where the parcel has been delivered to. If there are no safe places or available neighbours, the courier will notify you and attempt re-deliver the next working day. Delivery will be re-attempted 3 times before being returned to the depot and retuned back to PrettyLittleThing. If you wish to have the parcel redelivered, please contact us.
You can track the status of your order here. If you placed an order using the standard shipping service and you have missed your order you can reschedule your order here - https://redelivery.usps.com/redelivery/ . If this is not available in your area then you will need to contact your local post office. You can find the details of your post office here - https://tools.usps.com/go/POLocatorAction!input.action
If you are unable to access the status of your order, please contact us and we'll get back to you ASAP.
|Delivered||The item has either been delivered as addressed or, to a neighbour. Please note Special shipping Guaranteed™ items cannot be delivered to a neighbour|
|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 DELIVERED - RETURNED TO NRC||We've been unable to deliver 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 delivery/ 'Manifested to courier' or 'Out for Delivery'||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 delivery, our couriers work between 8am-9pm.|
|Carried forward||The courier has been unable to deliver the parcel but will re- attempt the next working day.|
|Not delivered due to address query||We have had a problem delivering 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.|