Policy

*Black Friday: Orders placed 22–30 Nov** may experience slower processing & courier delays

Christmas Delivery Cut-Off: Order by 15 December (12PM) for expected Christmas arrival

New Year’s Cut-Off: Order by 27 December (12PM) for expected New Year arrival

General Delay Window: 22nd Nov - 5th Jan.***

***Please note that these timelines follow the service guidance provided directly by Royal Mail and UPS. We will always pack and ship your order on time for it to arrive within the delivery method selected at checkout
If a courier fails to deliver within their stated time frame, The Pretty Mob UK is not legally liable once your parcel has been handed over to the courier. Under the Consumer Rights Act 2015 (Section 29), the risk passes to the customer when the goods are delivered to the carrier chosen by the customer at checkout. Any delays or failed delivery time frames caused by the courier must be claimed with the courier directly
Shipping costs are non-refundable in these circumstances because the service was fulfilled on our end when the parcel was dispatched on time***

Orders are processed and shipped Monday to Friday only, excluding weekends and public holidays. All orders are shipped in line with the shipping method selected at checkout. Once your parcel has been dispatched and tracking details have been provided, we cannot be held responsible for courier delays, missed delivery attempts, or customs hold-ups. Shipping charges are non-refundable under all circumstances.

All orders are shipped to the shipping address provided at checkout. It is the customer’s responsibility to ensure that this address is complete and correct, including house or flat number, street name, postcode/ZIP code, and any other required details.

If you notice an error with your shipping address, you must contact us immediately at support@theprettymob.co.uk. If the order has not yet been packed or shipped, we will update the shipping details where possible. If the order has already been processed, packed, or dispatched, we cannot make changes and are not responsible for any loss, delay, or failed delivery.

If an order is returned to us because of an incorrect or incomplete shipping address, the customer will be required to pay for redelivery. Shipping charges are non-refundable in such cases.

Force Majeure

We are not liable for failure to perform, late delivery, or non-delivery caused by circumstances beyond our reasonable control. This includes but is not limited to courier delays, customs delays, strikes, natural disasters, or other force majeure events.

Hygiene and Safety

For reasons of health protection and hygiene, we cannot accept returns of products that have been opened, used, or tampered with, unless they are confirmed defective after inspection. In such cases, the product must have been used no more than once and must be returned within seven (7) days of receipt for inspection. Products returned after seven days, or showing signs of heavy use, alteration, or tampering, will not be eligible for a refund or replacement. Allergic reactions do not qualify as defects and are not grounds for a refund or replacement. We provide full ingredient disclosure and offer test-size products so that customers can check for sensitivities before purchasing full-sized items.

No Resale Policy

Products purchased from us are for personal use only and are not intended for resale. We reserve the right to refuse or cancel orders suspected of being purchased for resale.

Limitation of Liability

Our liability is limited strictly to the value of the product purchased. We are not liable for indirect, incidental, or consequential damages, including but not limited to lost profits, lost business opportunities, or reputational damage.

Governing Law and Jurisdiction

These Terms and Policies are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

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Legal Basis

United Kingdom
• Consumer Rights Act 2015, s.19–20: Refunds only required if goods are faulty; seller can require prompt inspection and return.
• Consumer Contracts Regulations 2013, Reg. 28(3)(a): Excludes returns of opened hygiene products unless defective.
• Cosmetic Products Enforcement Regulations 2013: Sellers are not liable for allergic reactions if ingredients are disclosed.
• Unfair Contract Terms Act 1977: Allows reasonable limits on liability.

European Union
• EU Consumer Rights Directive 2011/83/EU, Article 16(c): No right of return for opened hygiene products unless defective.
• Directive 1223/2009 on Cosmetic Products: Sellers not liable for allergic reactions if products are compliant and ingredients are disclosed.
• Directive 93/13/EEC: Allows reasonable liability limits.

United States
• UCC §2-601 & §2-608: Seller may require inspection before refunds; returns must be within a reasonable time.
• FDA Cosmetic Labeling Regulations: No liability for allergic reactions where ingredients are disclosed.
• FTC hygiene exceptions: Merchants can refuse returns of opened or used hygiene products.

International (CISG)
• CISG Article 38–39: Buyer must examine goods promptly and notify seller of defects within a reasonable time.
• CISG Article 67: Risk passes to buyer once goods are handed to the carrier.
• CISG Article 79: Seller not liable for failures caused by events beyond control (force majeure).

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Pick-Up & Collection Policy

Once your order is marked as “Ready for Collection” and you receive your notification, you will have 7 days to collect your order from the specified pick-up location.

If your order is not collected within 7 days, it will be automatically refunded in full, and you will need to place a new order if you still wish to receive your items.

Collection Scheduling

All collections must be pre-scheduled.

Under no circumstances should you arrive at the collection address without first arranging and confirming your collection date and time.

If you arrive without confirmation, we hold no liability if your order is not ready for pick-up.

Arrival & Timing

It’s your responsibility to keep us updated if you’re running late or early.

For example, if you’re scheduled to collect at 1:00 PM on Tuesday but arrive at 1:30 PM without notifying us, we are not responsible if your order is unavailable at that time.

Order Preparation

Collections are typically ready within one hour of ordering; however, this depends on stock levels, order time, and other operational variables

All sales are final. Returns and refunds are only considered if an item is believed to be defective.

If a customer believes an item is defective, the product must be shipped back to us for inspection before any refund or replacement can be issued. Customers must allow up to 14 days for inspection and testing. If the product is confirmed defective, a replacement or refund will be provided at our discretion. If the product is found to be non-defective, the customer may pay for redelivery of the original item.

Refunds are only eligible where products show signs of minimal use (e.g., tested once). If upon inspection it is found that a product has been heavily used, altered, or tampered with, no refund or replacement will be provided.

We are not liable for allergic reactions. All cosmetic products carry the possibility of skin sensitivity or allergic response. We have provided protective guidance for safe application and have also created mini versions and starter kits specifically to allow customers to test products before full purchase. By purchasing our products, customers acknowledge that allergic reactions are possible and do not constitute grounds for a refund or chargeback.

Shipping charges are strictly non-refundable under all circumstances. If an order is returned due to incorrect or incomplete address details, refusal of delivery, or failure to collect from the courier, the original shipping cost will be deducted from any refund.

Chargebacks will not be accepted where the customer has not first attempted to resolve the matter with us directly. Courier tracking, delivery scans, and proof of delivery (including signatures or photographs) will be treated as final proof that an order was delivered successfully.

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Legal Basis

UK
• Consumer Rights Act 2015, s.19 & s.20 → Seller may require inspection before refunding and is only liable if goods are proven faulty.
• Cosmetic Products Enforcement Regulations 2013 → Seller is not liable for individual allergic reactions where product safety compliance and ingredient disclosure is met.

EU
• EU Consumer Rights Directive 2011/83/EU, Article 2(3) & Article 16(c) → No right of withdrawal for sealed goods that are unsealed and unsuitable for return due to health protection or hygiene reasons (applies to cosmetics).
• Article 20 → Risk passes to the customer once delivery is made.

USA
• UCC §2-601 & §2-608 → Seller has right to cure and inspect claims of defect; refund/replacement required only if product is proven defective.
• FDA Cosmetic Labeling Regulations → Seller not liable for allergic reactions where full ingredient disclosure is provided.

International (CISG)
• CISG Article 38 → Buyer must examine goods within a reasonable time.
• CISG Article 39 → Buyer must notify seller of alleged defects or loses right to rely on lack of conformity.
• CISG Article 67 → Risk passes to buyer once handed to the carrier.

We accept : Credit, Debit Cards, Apple Pay, Mastercard and Visa.
Please ensure your billing address is the same as your shipping address. If this is not the case, your item will be placed on hold whilst one of our customer service babes contacts you to discuss matters further. If they do not hear a response from you with 24 hours, your order will be cancelled and refunded. You may be requested to provide supporting evidence and will need to explain why the billing and shipping address if different. To avoid this, please ensure your billing and shipping address match.
Please note that any orders marked a High Fraud Risk be cancelled and refunded automatically. A customer with Medium Fraud Risk order will be contacted via the email they entered while ordering to confirm their order. Confirmation must be within 24 hours after the confirmation email was sent, or their order will also be csbvelled and refunded.

Customers who receive a discount, voucher, or promotional offer in exchange for submitting a product review must maintain the review in good faith.

By accepting a discount for leaving a review, you agree that:

The review must remain published and visible on our website for a reasonable period of time (minimum of 30 days).
If the review is deleted, edited to remove material information, or made private, the associated discount or promotional reward will be automatically voided.

Any attempt to delete a review after receiving a discount may result in:
Cancellation of future promotional eligibility.
Revocation of the issued discount code or reward.
Potential restriction from participating in future loyalty or review-based promotions.

This policy ensures transparency and fairness across all customer feedback displayed on our platform.

The Pretty Mob UK reserves the right to amend, withdraw, or enforce this policy at its sole discretion where abuse or manipulation of the review reward system is identified.

Regional settings

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