Customer Care & Product Support Policy

Use the Product Support Form. It asks only the questions relevant to your situation and creates a complete case in one go, which is why it's faster than email. You'll receive a case reference immediately, in the format TPM-CC-YYMMDD-XXXXXX.

You can also email support@theprettymob.co.uk, but we'll usually ask you to complete the form so nothing gets missed.

We aim to respond within 24 business hours. Business hours are Monday to Friday, excluding UK bank holidays. Cases needing courier investigation or a returned product take longer, and we'll tell you when that's the case.

Please don't submit duplicate forms. Duplicates create a second case and slow your answer down.

Every case is reviewed individually against the same four questions:

1. Does the order record match the concern raised?
2. Does the evidence provided support what's described?
3. Is there a known batch, courier or supply issue that explains it?
4. Was the product used as directed, in conditions it was designed for?

To understand what happened and find the most appropriate solution, we may ask for details about the product, order, batch, use, application and storage, along with photos or a short video. In some cases we may ask for the product to be returned so we can inspect it.

A reported concern does not by itself confirm a product fault. We assess every case individually and aim to reach a fair and appropriate outcome.

When reviewing a product concern, we may consider the product's condition, age, batch information, storage, handling, application, use and any relevant product guidance.

Clear photos of the product, the batch code and the outcome make the biggest difference. For delivery issues, the tracking number and the delivery photo help us open a courier investigation.

Evidence is stored privately, used only to assess your case, and is never published or shared beyond our Customer Care team and, where necessary, the courier or manufacturer.

• Replacement where a fault, damage or an incorrect item is confirmed.
• Refund where a replacement isn't suitable or available.
• Store credit where you'd prefer it, or where a goodwill resolution applies.
• Redelivery or courier claim for missing and damaged parcels.
• Guidance where the issue is resolvable with technique support, with a follow-up check-in.
• Declined, with a written explanation of why, and your options from there.

If tracking says delivered but the parcel isn't with you, tell us as soon as you can. We follow the same steps every time, for everyone:

1. We check the shipping address on the order matches the address you expected.
2. We check the tracking status, timestamps and any delivery photo or GPS data.
3. We'll ask you to check your letterbox, porch, safe place, neighbours and your local delivery office. Most parcels turn up at this stage, often within 24 hours.
4. If it's still missing, we open a formal investigation with the carrier.
5. We wait for the investigation outcome before deciding on a refund or replacement, unless management approves an exception.

Carrier investigations usually take a few working days. We know waiting isn't fun, so we'll keep you updated rather than leaving you chasing us.

Unopened, unused items in resaleable condition can be returned within 14 days of delivery. Adhesives, sprays and applicators are hygiene-sensitive, so opened or used items don't usually qualify for a change-of-mind return. That's separate from a genuine product concern. An opened product can still be reported, reviewed and inspected.

For eligible change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise stated. We recommend a tracked service.

Where we ask for a product to be returned for assessment, we'll provide the return instructions and confirm the return-cost arrangements for that case.

From time to time we may offer a goodwill resolution such as store credit, a discount, a replacement product or another appropriate gesture. Goodwill resolutions are considered case by case and may take into account order history, the circumstances of the concern and the information available. A goodwill gesture is offered as a courtesy and is separate from the outcome of any assessment.

Pretty Mob store credit is issued as a flexible way to shop with us again. Valid for 12 months from the date it's issued.

Unless otherwise stated, customer-care discount codes are valid for 30 days from the date they're issued.

If you're buying from outside the UK, some parts of our returns and customer-care process may vary depending on the destination and the circumstances of your order. We'll give you the right guidance for your order, and local consumer rules that apply where you live still apply.

Nothing in this policy limits or removes your legal rights as a consumer under the UK Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or equivalent legislation where you live.

We reserve the right to decline requests where there's clear evidence of misuse of this process, such as repeated unsubstantiated claims or claims for orders that don't exist. This is rare, and we'll always explain our reasoning first.