How to return an item
Please Note: We do not offer pre-paid returns and you are responsible for the cost of return shipping as well as any shipping or duties that we incur on receiving your item(s).

Pretty Mama
40 York Street
Pelaw
Gateshead
NE10 0QL

Please include your original order number and contact details. If you are exchanging, please include the details of the new product you require. Should the item be out of stock, a member of our customer services team will contact you.

DELIVERY INFORMATION

Please note that delivery time frames are a guide and not a promise. Please allow a little extra time for deliveries over bank holiday weekends, peak trading times and during severe weather warnings.

UK and Channel Islands

Orders to the UK will be posted via Royal Mail tracked delivery. Standard delivery can take 3-5 days to arrive.

Pre-Order Items
If you have purchased a pre-order item you will find the dispatch date within the product description. You will also receive an pre-order email to confirm this.  

International Orders 

All international orders will be posted via a tracked/signed for service via Royal Mail or DPD, you will be notified of shipment provider via email. Delivery timescales will vary, depending on the destination of the order.  Pretty Mama will not be held responsible for any customs delays on delivery.

Information about customs: Tax applied at Pretty Mama checkout are for UK tax only and does not cover any customs charges. International orders for outside of the UK will encounter customs charges, these are dictated by the particular country and, as such, we have no control over what they may be. All applicable custom fees, taxes, and duties are the sole responsibility of the customer. We recommend contacting your local customs office prior to ordering anything online, so you are not surprised by any unexpected charges.

Please Note: There may be small variations between the value of your confirmed foreign currency order and the amount you are finally charged by your card provider. This is due to the possible exchange rate fluctuations between two separate service providers.

Refunds and Exchanges Policy

Returns Policy

  • Items purchased within the last 30 days are eligible for return. 
  • Items must be unworn and unwashed with original tags intact.
  • The customer is responsible for the cost of the return.
  • Refunds will be processed within 1-3 days of receiving a return.
  • Depending on your bank processing time, it can take between 5-10 business days to be visible in your bank account.
  • Return costs are non-refundable.
  • We recommend using a tracked or signed service and keep your receipt as this is your proof of postage. 
  • Pretty Mama is not responsible for any returned items until they reach our warehouse.
  • Gift vouchers are non-refundable.

How to return an item
Please return your product to the correct returns address found below (UK and International). Please include your original order number and contact details. If you are exchanging, please include the details of the new product you require. Should the item be out of stock, a member of our customer services team will contact you.

Pretty Mama Returns 40 York Street, Pelaw, Gateshead, NE10 0QL

Please note Pretty Mama Limited will not be responsible for any customs or import charges.

Returning a faulty or incorrect item

Please contact our customer services team if you believe you have received a faulty or incorrect item. Details can be found on our ‘Contact Us’ page. On receiving delivery of your order, if it is in any way damaged by your postal service, please inform us within 48 hours by email to prettymamamaternity@outlook.com otherwise a claim cannot be accepted.

Please note that refunds are only eligible within 28 days of receipt. Your item must be deemed faulty within 90 days at the discretion of Pretty Mama Limited. We are happy to offer an exchange for the faulty or incorrect item within this time frame. Please be aware that any general wear and tear will not be deemed as a fault. 

What happens if my item is lost?

If you think your order may be lost, please follow the below instructions:

  1. Check your order confirmation email: After placing your order, you will have received a confirmation email containing your order details and tracking number. If you cannot locate this email, check your Spam and Junk folders.
  2. Track your order: Use the tracking number provided in your shipping confirmation email to check the status of your order. Visit the courier's website (usually Royal Mail) and enter your tracking number to see your parcel's latest updates. If you can click further to view 'local tracking', this will show the most accurate information.
  3. Confirm your shipping address: Ensure the shipping address provided at checkout is correct. Orders can often be delayed or misdelivered due to incorrect or incomplete delivery addresses.
  4. Look for delivery attempt notices: If you were not home at the time of delivery, your courier may have left a note to indicate that your order is waiting at a local depot, or has been rescheduled for delivery at a later date.
  5. Contact Royal Mail: If your tracking information is unclear or hasn't updated for more than 7 days, please reach out to the courier directly. They will be able to provide more detailed information on the status of your parcel.
  6. Allow for possible delays: External factors like weather conditions, high shipping volumes during busy periods, or customs processing for international orders may cause delays.
  7. Contact our Customer Services team: If you have followed the above steps and are still unable to locate your order, our Customer Services team will be happy to help. Please contact our team with the following information: order number, tracking number and correspondence with courier. 
  8. For confirmed lost items, If you believe your item has been lost, please reach out to us at prettymamamaternity@outlook.com. We will assist you by submitting a claim to the courier on your behalf. Please note that we must follow the courier's claims process timeline, and we cannot offer a replacement or refund until the claim has been resolved.

Can I change my delivery address?

Unfortunately, we cannot change the delivery address once you have placed your order with us.

In the event that you have used an incorrect address, we would recommend that you contact our courier – Royal Mail once the parcel has been dispatched and request Royal Mail to change the address.
In some circumstance, Royal Mail may not be able to change the address, in this case, you parcel with continue its journey to the incorrect address. Pretty Mama is unable to re-ship the parcel in these circumstances. Where the parcel is refused by the recipient or cannot be delivered it will end up back at Pretty Mama and we will contact you immediately and arrange it to be shipped to the correct address.

Get in contact with us.
Pretty Mama Limited
prettymamamaternity@outlook.com
17 Burn Heads Road, Hebburn, South Tyneside, NE31 2TB
Organisation number 11661369