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FAQ

ORDER ISSUES  📦

 My order shipped but I need to change the address.

So sorry for the issue! We want everyone to enjoy their purchases and if you found out that your order has already been fulfilled and you saw that your address is incorrect, we will do our best to update that for you. Please email our Customer Care team with your order number and the updated address we will try our best to update that for you but we cannot 100% guarantee.

⭐  Can I change the shipping address for my order?

Yes if the request was done within one our after the order placement. We want everyone to enjoy their purchases and if you found out that your order has already been fulfilled and you saw that your address is incorrect, we will do our best to update that for you. We will be happy to change the shipping address for your order! Please email our Customer Care team with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

⭐ Can I change the billing address for my order?

Absolutely! We always make sure that we ship your order using the shipping address you supplied during check out and not the billing address. If you want to update your billing address, please email our Customer Care team and don't forget your order number. 

⭐  Can I change the email address to my order?

Definitely if request is done within one hour after the order placement! Please email our Customer Care team and don't forget your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address. :)

⭐  Can I modify my order after I’ve placed it?

If you want to modify your order, you can email us immediately within one hour after the order placement and we will check if we can still do that for you. We can sometimes able to change it but there is no guarantee. Please email our Customer Care team and let's see if we can be able to help you on this.

⭐  Can I cancel my order after I’ve placed it?

So sorry! you can email us immediately within one hour after the order placement and we will check if we can still do that for you. Once the orders are  already marked fulfilled and shipped, there is no way for us to pull back the parcel that we have already shipped. Please note that your refund will not include any promotions or discounts applied to your order. There is a 15% restocking fee to cover up the processing fee from our payment processor and Shipping Fee in non-refundable.

All items on sale is non refundable but we sometimes want every of our customer happy and we sometimes refund those with a store credit in case to case basis.

  I received a package, but it wasn’t my order.

We’re so sorry for the mix up with your order! Please email our Customer Care team with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with with the stamped initial visible, and a picture of the products you did receive. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!

⭐  I received the wrong item.

We’re so sorry for the mix up with your order! Please email our Customer Care with your order number, a picture of the incorrect items you received, and a picture of the packing slip with the stamped initial visible. Please note that all order issues must be reported within 14 days of delivery. We will get back to you asap!   **Discontinued items will be issued store credit for the amount paid.   

⭐ I am missing item(s) in my order.

Oh no! Please email our Customer Care within 14 days of delivery with your order number and a list of the missing babies. Please make sure to include a photo of the items you did receive and a picture of your packing slip with the stamped initial visible. We will get back to you asap! **Discontinued items will be issued store credit for the amount paid.

⭐  I received a broken item(s) in my order.

Oh no! Your package must have had an extra bumpy ride! Please email our Customer Care within 14 days of delivery with your order number, the names of the broken babies, and a photo of the damaged items. We will get back to you asap!   **Discontinued items will be issued store credit for the amount paid.  

⭐  I received my package and have a problem!

Oh no! We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. Your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please contact our Customer Care team within 14 days of delivery so that we may help you further. Please note that you may be required to provide photos of your goodies in order for our team to best assist you.

 DELIVERY 🚚

⭐  When will my order ship?

Our products usually – keyword usually – ship within 15- 20 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion, a new launch and custom made-to-order like our sofa covers, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

 My package says delivered, but I didn’t receive it.

Sometimes tracking updates are delayed or sometimes even incorrect  and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!

⭐ When will my order gets delivered?

We want every of our customers to received their order immediately. There are times that it arrives earlier than expected. However, there are times that it gets delayed due to unforeseen reason and circumstances which is out of our control.

Pretty Little Wish is shipping worldwide and shipping time frame varies to every country destination.

USA 2-4 weeks (including processing)

INTERNATIONAL Countries: 3- weeks (including processing)

If by chance that you haven't received your order yet in the specified time frame please contact us immediately and we will take care it for you and get you the best resolution as possible.

⭐ How are shipping rates calculated?

Our shipping rates start at $4.95 around the globe honey! We sometimes offer free shipping! 

All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your order and/or shipping total. Pretty Little Wish is not responsible for fees associated with import. All fees must be paid by the parcel recipient.

⭐ I ordered 2 or more items but I only received 1?

So sorry about that! We sometimes ship the items separately depending on the overall weight of the package. Also, we have several warehouses which fulfill the orders based on availability. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. :)

⭐  Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

⭐ Package is in my country but tracking hasn’t updated.

We are super excited for you to receive your goodies, but please be patient! International orders may take up to 4-5 weeks to be delivered.

It is often helpful to refer to your local courier's online tracking, as it may have more accurate tracking information for your order. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. 

If   4-5 weeks  passed and you do not receive your order, please contact our Customer Care team with your order number! Please note, we are unable to assist you further with your order until after the 4-6 weeks.

⭐  My international tracking is not updating.

We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you. Please note that international orders typically take 4-5 weeks to be delivered. Business days do not include weekends or holidays.

In the meantime here are some things that might help you locate your package:

⭐ If tracking indicates that your package is in your destination country, please use your local courier's online tracking, as it may have more accurate tracking information. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier's online tracking may not recognize your USPS generated tracking number.

Whatever the case may be, we recommend full communication with your customs office as this is the most likely place for packages to go missing.

If you have waited the full 4-6 weeks   and still have not received your order, please contact our Customer Care team with your order number! Please note, we are unable to assist you further with your order until after the 4-6 weeks.

⭐   How do I track the delivery of my order?

Yay! you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you. If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

⭐ My package is undeliverable. What now?

Oh no! If your package is determined to be undeliverable by your local post office, sad to hear that it will be returned to our HQ. Please don't worry, we can reship your order and you need to confirm the correct shipping address please contact our Customer Care team with your order number and we will be glad to reship your order at no cost! 

⭐ What countries do you ship to?

We happily ship to (almost) all countries worldwide! Unfortunately, we do not currently ship to the following countries: China, Turkey, Democratic Republic of Congo, Cote D’Ivoire, Cuba, Iran, Vietnam, Guatemala, North Korea, the Crimean region of the Ukraine, Sudan and Syria.

All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your  order and/or shipping total. Pretty Little Wish is not responsible for fees associated with import. All fees must be paid by the parcel recipient.

 

RETURNS & REFUNDS  📥

 

⭐ Return Policy

Unfortunately, due to the low cost nature of our products, we are unable to offer refunds, returns, or exchanges. All sales are final. Pretty Little Wish reserves the right to refuse any returns at any time.

All items on sale is non refundable but we sometimes want every of our customer happy and we sometimes refund those with a store credit in case to case basis.

 

⭐ALL ITEMS ON SALE ARE NOT RETURNABLE 

But we do give some considerations, please email us at support@prettylittlewish.com and we will do our best to assist you.

 

⭐For Regular Priced items

If you are not completely satisfied with your purchase you may send your item(s) for return within 5 days of receipt. We provide 80% store credit as long as the product is received in new condition. Any original freight/handling cost is deducted from your store credit if shipping was complimentary at checkout. All products on sale are on sale and not returnable.

To return an item(s) please email support@prettylittlewish.com to obtain your Return Merchandise Authorization (RMA) which our support team will provide for all authorized returns. Once you receive your RMA number send your return items back for return using insured UPS or FedX for safe receipt with Tracking number.

All item/s must be unworn and unaltered, and all original tags must be attached. Laundered, smoked in, used and worn items will not be accepted.

Undergarments items must have all original tags and hygienic liners still attached.

Returns will not be accepted if you do not first obtain a Return Merchandise Authorization (RMA) from support@prettylittlewish.com. If shipping was complimentary at checkout, original freight/handling cost will be deducted.

Any returns which are received after 5 days of receiving your RMA will be accessed a 20% late fee.
Any returns without an RMA are subject to a penalty of 50% percent of the purchase amount.
Any returns which apply coupon codes or promotion code at purchase will be deducted a 20% penalty and issued a store credit.
We do not accept returns after 14 days.



Sale Products | Custom Order Sofa Covers

We do not accept Sale, Discount, or Mark Down product returns. All products sold with a discount are Final Sale and non-returnable. Custom order SOFA COVERS are subject to a 50% restocking fee and issued store credit.



Order Cancellation, Damaged Product, Disputes, & Refused Packages

 

 

Order Cancellation and Return Policy

 

Cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order.

Please email us quickly, especially for sofa cover orders because production starts after 24 hours.

Please note that your refund will not include any promotions or discounts applied to your order. There is a 15% cancellation fee for all canceled orders.

 

Damaged

Customer has 24 hours after delivery to inform us if and products they received are damaged or has a defect we will surely replace the item immediately. 

Note: Our team will inspect / verify the photo(s) before we issue out a replacement. we reserves the right to refuse any replacement and refund if it does not meet the above criteria.

 All refunds will be processed within 24-48 hours before the fund reflects on customer’s bank account.

 

Refused Shipment

Refused shipments will incur a 25% penalty and issued a store credit. Any bank disputes resulting in store credit reactivation will incur a 30% reactivation fee and be re-issued remaining store credit immediately upon confirmation of bank resolution by customer.

 

 

 

GENERAL QUESTIONS    🙎‍♀

⭐  How do I get my promo code?

Once you subscribe to our newsletter, your welcome coupon code will be emailed to you! Please check your spam folder if you do not find it in your inbox. Your coupon will expire 7 days from the day it is issued, and cannot be combined with any other offers that may be live on our site at the time that your order is placed.

⭐  How can I pay for my order?

We accept all major credit cards, as well as PayPal and Stripe one of the largest companies that offer a secure way to shop online because your sensitive information is never stored in our database.

⭐  Why Isn’t My Promo Code Working?

We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping.

⭐  Will I be charged International Bank Fees?

Our default currency is USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees!

⭐  Do you offer samples of your products?

Due to the low-cost nature of our products we do not currently send samples. Thank you for your interest!

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Support 24/7 Always Here Our Customers ❤

Your satisfaction is our priority! We are ready to answer you in less than 6 hours! You can contact us 24/7 from our live chat and help center support@prettylittlewish.com