Refund policy
How to start a return or exchange
All returns and exchanges are made through our online returns portal. It only takes a few minutes:
If you have a Pretty Mama account, you can also start a return directly from your order in your account.
Return window
You have 30 days from receiving your item to request a return or exchange.
Christmas returns
Gifts bought between 1st November and 24th December 2026 can be returned up until 18th January 2027. Items must be unused and in their original condition.
Outlet items
Outlet items can be returned in the same way as full-price items.
Condition of returned items
To be eligible for a return, your item must be in the same condition that you received it: unworn, unwashed and unused, with tags attached and in its original packaging. You'll also need your order number or proof of purchase.
Returns address
Once you've registered your return on the portal, please send it to:
Pretty Mama
Unit 8i, Victoria Road West Industrial Estate
Hebburn
NE31 1UB
Exchanges
Exchanges are made through the returns portal. Choose the item you'd like instead when you register your return.
Refunds and processing times
We process returns and exchanges within 1-3 working days of receiving them. If your refund is approved, it will be made to your original payment method within 30 days. Please allow some extra time for your bank or card provider to show it in your account.
Refund & Exchange Policy for Faulty Products
We are committed to providing high-quality products and excellent customer service. If you believe you have received a faulty item, please review our policy below:
Initial Assessment & Return Process
If you suspect your item is faulty, please contact our customer service team with details of the issue. Upon review, we may issue a pre-paid postage label for you to return the item to us for inspection.Inspection Upon Return
Once we receive the returned item, our team will conduct a thorough inspection to assess the reported fault.-
Outcome of Inspection:
If a fault is confirmed, we will offer you a full refund or exchange, based on your preference and product availability.
If no fault is found, the item will be returned to you, and no refund or exchange will be issued.
Please ensure the item is securely packaged when returning it, and include your original order details to avoid delays in processing.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as our gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Questions?
You can always contact us about returns at prettymamamaternity@outlook.com.