Returns and exchanges

We really hope you love your Pretty Pickled, but if something isn't right we'll sort it out, and here's exactly how. Just email us.

A word before you do, though. We're a made to order business precisely so we don't produce clothes nobody wears. The fashion industry's returns culture goes against everything we believe in, so if the fit is nearly right, please consider getting it altered, or finding it a new home with someone who'll love it.

1. Changing your mind

You have 14 days from the day your order arrives to tell us you'd like to return it. You don't need a reason and you don't need our permission. Just let us know.

Once you've told us, you have another 14 days to get the items back to us. We aim to refund you within 5 working days of the parcel arriving with us.

There are two lots of postage involved in a return, so here's exactly who pays for what.

What you send back	What we refund
Your whole order	The cost of your items, plus the delivery you paid us
Part of your order, keeping the rest	The cost of the items you sent back
Something faulty, damaged or not what you ordered	Everything, including your postage both ways

The one cost that's always yours is posting the parcel back to us, unless the item was faulty or we made a mistake. Usually around £4 with Royal Mail.

If the whole order goes back, we know that's a frustrating outcome for you, and we're happy to refund the delivery you paid us as well as the items. You shouldn't be out of pocket for a parcel that turned out not to be right.

If you keep even one thing from the order, the delivery stays with us, because that parcel still had to make its way to you.

And if you treated yourself to a faster or more secure service at checkout, we'll refund what standard delivery would have cost on your order, that being Royal Mail Tracked 48. The extra you chose to spend on speed isn't something we can give back.

2. How to return something

1. Email returns@prettypickled.co.uk with your order number and what you'd like to send back. A quick line is plenty.
2. We'll reply with our returns address and confirm anything you need to know.
3. Pop the items back in the post, unworn and with the tag still attached (see section 5). Please include your order number in the parcel so we know whose it is.

Please send returns with Royal Mail. Our returns address is a PO Box, and Royal Mail is the only service that can deliver to one. Parcels sent by Evri, DPD, Yodel, InPost or any other courier will not reach us and will be sent back to you.

We recommend Royal Mail Tracked 48 and keeping your proof of postage. Until the parcel reaches us it's your responsibility, so tracking protects you if it goes astray.

Just drop us an email first and we'll send our returns address straight over, so we know your parcel is on its way and can get your refund moving the moment it lands.

3. Want a different size or design?

We don't do swaps, and that's genuinely in your favour. Everything is embroidered to order, so nothing is sitting on a shelf waiting to be sent. If we waited for your parcel to reach us before starting the new one, you'd be waiting weeks.

Instead: order the size or design you want now, so it goes into production straight away, and send the original back for a refund. Either way you won't pay delivery twice: email us before you reorder and we'll send you a code that covers it, or order first, tell us after, and we'll refund the delivery on your replacement once we've received the original back.

4. If something is faulty, damaged or wrong

Every order is checked before it leaves us, but we're human. If something arrives damaged, faulty, or simply isn't what you ordered, email returns@prettypickled.co.uk and send a photo if you can. It helps us fix it quickly and work out what went wrong at our end.

This is on us, not you. We'll cover the postage both ways and either replace the item or refund you in full.

Tell us within 30 days of delivery and you can send it back for your money back. After 30 days we'll usually look at repairing or replacing it first.

5. What condition items need to be in

This is the important bit, so please read it before you post anything back. Everything is made to order, so a returned piece has to be good enough for us to find it a new home. If it isn't, it's waste, which is the opposite of why we work this way.

Send items back exactly as they arrived:

• Unworn. Try it on, as you would in a changing room. That's it.
• Swing tag still attached. Please don't cut it off until you're sure you're keeping it.
• No make-up, fake tan or deodorant marks. The most common reason we can't resell something.
• No food or drink marks. We make clothes for food lovers, so nobody knows better than us how a good dinner ends up down your front. Please save that for a piece you're keeping.
• No perfume, smoke or strong smells, and no pet hair.
• Not washed, and with the original packaging where you can.

We check and photograph every return when it arrives. If an item comes back worn, marked or scented, we'll reduce your refund to reflect what it's now worth, and if it's beyond saving and can't be resold, that reduction can be the full value of the item. We will always email you first, tell you what we've found and show you the photos, so nothing comes as a surprise.

Try things on carefully and this never becomes an issue. If you're between sizes and our size guide hasn't helped, email us before you order and we'll help you choose.

6. Refunds

Refunds go back to the payment method you used, within 5 working days of your return reaching us. Your bank may take a few days more to show it. If you paid with a gift voucher, we refund that portion back onto a voucher.

7. After 14 days

We work to the legal 14 day window. If you get in touch after 14 days from receiving your order, we're not able to take the item back or refund it, unless it turns out to be faulty. Faults are a different story and there's no 14 day limit on those, so see section 4.

If that's where you've landed, please don't let it sit unworn in a drawer. Pass it on to a friend who'd love it, sell it on, or take it to your local charity shop. Somebody out there wants a tee about cheese 🧀😉

8. Still got a question?

If it's about sizing, our size guide has the measurements for every piece we make, along with how each style fits. Checking it before you order is the single best way to avoid a return.

For anything else, email hey@prettypickled.co.uk and we'll get back to you within 3 working days.

Thanks for keeping clothes in circulation. Stay pretty pickled.