FREE DELIVERY on orders over £75

Customer Services

Customer service is important to PrettyDolly and we are here to reply your queries from 9am - 5pm Monday - Friday. Please make sure you read the FAQs below which may answer your query.

If you contact us outside of the above hours of business, please allow time for our team to respond to your query on the next working day.

For all enquiries, please contact

Please note that we are a small online business and therefore we do not have the capacity to offer a call centre customer service. However, we aim to answer your emails within 24-48 working hours of you sending them.

We really appreciate you shopping with us and hope that you love our fashion styles as much as we and our other customers do. We hope you have a happy shopping experience.

If an item is out of stock can I purchase it at it again?

  • We offer many Limited Editions and as fashion changes rapidly new stock is always coming in with new fashion trends. When a style goes it goes and rarely do we restock similar items. New items means returning customers.
  • When an item is completely sold out in all sizes it will be removed from our website. Unfortunately we can't guarantee if & when styles will come back into stock.
  • We will restock bestsellers depending on wholesale stock and tell us your views via email.
  • Size 8 & 10 sell out very quickly. We usually order more of these sizes so recommend to purchase as soon as possible when the style is released as many styles sell out in as little as an hour. We release new styles every day when available.

I am not sure of my fit on different styles?

  • If an item is a small or large fit, it will be specified in the item description. If you cannot see any detail of the item being a small/large fit, the style will be true to size. We usually let you know if small is a 6-8, 8-10, or tell you what the model is wearing to give you a better idea of fit. All brands vary in size so a size 8 with one item may fit you whereas another brand size 8 may be too small. We always try to tell you in the description more detail on fit and size.

The style I ordered is out of stock

  • Very occasionally mistakes can happen on our online inventory. Should your item be out of stock, we will provide a refund same day & email you to notify you and apologise. We make every effort to prevent this, but inevitably sometimes the technology we use can run a delay between our stockroom levels & online inventory. We appreciate your understanding should this occur, although it is very unlikely that you will be affected by this.

Are payments secure?

  • Shop with us in confidence as our payment gateways are 100% secure. We use Reflex and PayPal as merchants, both of which are high security & have buyer protection schemes in place.

Did my payment go through?

  • If you have received an email with your order number in, your order has gone through successfully. If you are still unsure, please email & our team will check that your order was successful.

Where is my order?

  • We dispatch orders same day when placed before 3.30pm.
  • Your parcel will be delivered via Royal Mail, or DPD for Next Day/Saturday delivery.
  • If you have entered a valid email address and mobile phone number, you will receive a text and email on the morning of delivery.
  • You will also receive an email/text when your parcel has been successfully delivered. Should you have any issues with delivery, you can use the tracking number from your text/email on the Royal Mail/DPD track and trace website or contact Royal Mail/DPD via phone.

Can I cancel my order?

  • You have 30 minutess after placing your order to cancel.
  • Please forward any order cancellations in writing to
  • If your order has already been dispatched, we cannot recall the parcel.
  • If the parcel reaches you, please be aware that refusing to accept the parcel can cause a 3 week delay on it returning to us via Royal Mail. We pack and process parcels on site and unfortunately, if your parcel has already gone into a delivery batch, it is impossible for us to separate it from a large batch of parcels.

I ordered the wrong colour/size

  • We are sorry but we cannot amend individual item specifics on your order once it has been processed due to our computer system. Should you wish to change it, we can cancel it off & then you can re-place your order.

Do you offer prepaid returns?

  • PrettyDolly do not currently offer prepaid returns labels. We recommend that you return your items via a recorded method so that you can track it should there be any delay.

How long will my refund take?

  • Please allow PrettyDolly team 5 working days to process your return and refund after it has reached our premises.
  • You will receive an email confirmation as soon as your refund has been processed.
  • If you paid direct on credit/debit card, your bank can take 3 working days to show the refund. If you paid direct on PayPal, your refund will be instant in your PayPal account.
  • Please note that you will need to log in & scroll to the original transaction (payment for the order) in PayPal to view the Refund details.