Shipping Policy

Our Promise

Policy transition date: 14 August 2026

We work hard to get every order out as quickly as possible, packed properly and fully tracked. Before you reach checkout you will know your shipping options and what shipping costs in your market. Tracking is emailed as soon as your order is dispatched.

If something unexpected happens after dispatch, we will work with you and our shipping partner to resolve it as quickly as we can.

The shipping terms that apply to your order are the terms in force on the date you placed the order, not the date the parcel happens to be delivered.

Dispatch

We pack and dispatch Monday to Friday. Orders placed after the cut-off, or on a Saturday or Sunday, dispatch on the next weekday. UK Next Day: order by 3pm London time, Monday to Friday, for delivery the next day. A Friday dispatch can arrive on Saturday. Subject to order verification, stock availability and service disruption.

Tracking is provided once your order has been dispatched.

Delivery Estimates

We do not show delivery dates on our website. Delivery times are estimates that start once your order has been dispatched, based on your destination, the shipping method you select and the service levels published by our shipping partners. Tracking is emailed to you on dispatch.

While we do everything reasonably possible to dispatch your order on time, delivery times cannot be guaranteed once your parcel has been handed to the shipping carrier. Estimates are not guaranteed delivery dates.

Delivery windows start from the dispatch day. Dispatch days: Monday to Friday. UK delivery days: Monday to Saturday, never Sunday. International delivery days: Monday to Friday. Bank holidays shown on our site still apply.

Shipping Carriers

Once your parcel has been dispatched, it is transported by our trusted delivery partners. UK orders ship with Royal Mail or UPS depending on the service selected. From 14 August 2026, all international orders ship exclusively with UPS. Although delays can occasionally occur that are outside of our control, we will always work with you and our shipping partner to resolve any delivery issue as quickly as possible.

FREE UK Standard Delivery · 2–3 working days. UK Next Day Delivery · £7.99 · FREE on orders over £60 · order by 3pm London time, Monday to Friday (delivery Monday to Saturday).

International Shipping Courier Transition

Policy transition date: 14 August 2026. Which terms apply to your order is decided by the date the order was placed.

Orders Placed Before 14 August 2026

International orders placed before 14 August 2026 were shipped using Royal Mail international services. Those orders remain governed by the Royal Mail delivery, tracking, customs, surcharge, return-to-sender and delivery procedures applicable to the service selected at the time of purchase.

A later change to our international courier does not change the terms applicable to an order already placed.

Orders Placed from 14 August 2026

From 14 August 2026 onwards, all international orders are shipped exclusively using UPS. US orders follow the USA terms below.

We have made this change to provide faster, more reliable international delivery, improved tracking and a more consistent delivery experience for both The Pretty Mob and our customers.

Outside the USA, UPS delivery estimates are 1–2 business days and remain estimates. They are subject to destination, customs clearance, courier conditions and circumstances outside our control, and are not guaranteed delivery dates.

USA

• USA Standard Shipping (duties included): $10, 5–8 working days
• FREE USA Standard Shipping on orders of $100 or more (duties included)
• USA Express Shipping (duties included): $45, 1–3 working days
• All US orders ship with duties and import taxes prepaid. No extra charges on delivery.

Historical Royal Mail International Orders

This section applies to international orders placed before 14 August 2026 and shipped with Royal Mail.

• Royal Mail tracking may show a parcel as held, awaiting a fee, awaiting customs processing, awaiting collection, or being returned to sender.
• Where Royal Mail confirms that a parcel cannot be delivered and is being returned to The Pretty Mob, we may ask you to refuse or reject the parcel where that is the appropriate way to facilitate its return.
• You should never be asked to pay an unexpected sender-side postage surcharge on our behalf without Customer Care first confirming with you what the charge relates to. If you receive a request like that, contact us before paying anything.
• Where a Royal Mail international parcel is returned to The Pretty Mob and a refund is applicable, the refund is processed in accordance with our Returns Policy, our Refund Policy and your statutory rights.
• Where appropriate, once the parcel is received back by The Pretty Mob, we may inspect the returned product before completing the refund.
• Where a Royal Mail delivery issue has arisen because of an error on our side, we will put it right in accordance with this policy and our statutory obligations.

International Parcel Unable to Deliver

If an international parcel cannot be delivered and Royal Mail or UPS confirms that it is being held or returned, Customer Care will assess the reason for the failed delivery and determine the appropriate resolution with you.

Where the parcel is being returned to sender, we may ask you to refuse or reject the parcel rather than incur additional charges or attempt to collect it where collecting it is unnecessary.

Where a refund is approved, it is processed according to the applicable Returns and Refund Policy, including any refund of original shipping costs required by our policy or by applicable consumer law.

You do not lose your refund rights simply because a parcel was not collected or because a courier caused a delay. Every case is looked at individually, and nothing here limits or excludes your statutory consumer rights.

Product Integrity in Transit

Some Pretty Mob products are temperature-sensitive and can be affected by prolonged exposure to uncontrolled storage conditions. Where a parcel has been held for an extended period in unknown or potentially unsuitable conditions, we may require the parcel to be returned to us before advising you to use the product.

This exists for product integrity and your safety. It does not restrict your statutory rights, and it never removes your right to a refund where one applies.

Delays

Delivery delays can occasionally occur due to factors outside of our control, including weather, customs processing, public holidays, carrier operational delays or other unforeseen circumstances.

We appreciate that delays are frustrating and we will always do our best to assist. If a delay occurs after dispatch, contact Mob Care and we will investigate with the carrier and keep you informed. Delivery estimates are not guaranteed delivery dates.

Lost Parcels

If your parcel appears to be lost in transit, please contact our Customer Care team. We will open an investigation with the shipping carrier and keep you updated throughout the process.

Where appropriate, we will resolve the matter in line with the carrier's investigation and this Shipping Policy. Carriers generally ask for a short window to complete an investigation before a parcel is treated as lost, and parcels do sometimes arrive during that window.

International Deliveries

The Mob is global. From 14 August 2026, every overseas order ships on UPS Express with a 1 to 2 business day delivery estimate, tracked door to door. Your shipping price for your market is shown on the product page and in your bag before checkout. Delivery estimates are estimates, not guarantees: customs processing, remote destinations and circumstances outside our control can add time. Orders placed before 14 August 2026 shipped with Royal Mail international services and are covered by the historical Royal Mail section above.

Free UPS Express is unlocked over £100.00, shown live in your bag. Free UK shipping over £100.00.

Customs & Duties

We do everything within our control to provide a smooth international delivery experience and to minimise the chance of any unexpected customs or import charges.

If, in the rare event, you are unexpectedly asked to pay customs or import charges, this is determined by the destination country's customs authorities and is outside of The Pretty Mob UK's control.

If this happens, please contact our Customer Care team before taking any action. We will review the situation with you and work together to find the most appropriate resolution.

Address Changes

Please check your delivery address carefully before completing checkout. Once a shipping label has been created and the parcel has been dispatched, we are unable to amend the delivery address.

If you spot a mistake before dispatch, message Mob Care immediately and we will do everything we can to catch it in time.

Failed Deliveries

If nobody is available to receive a parcel, the carrier will usually attempt redelivery or leave it at a local collection point. Parcels not collected within the carrier's holding period are returned to us.

When a returned parcel reaches us we will contact you to arrange redelivery or a refund for the goods. A further shipping charge may apply to redelivery.

Damaged Parcels

If your parcel arrives damaged, please photograph the outer packaging and the contents before disposing of anything, then contact Mob Care within 48 hours of delivery. Photos let us raise a claim with the carrier and resolve it for you far faster.

Refused Deliveries

If a delivery is refused, the parcel is returned to us. Once it arrives back and has been checked, we will refund the goods in line with our Returns Policy. Shipping charges are generally non-refundable once an order has been dispatched.

Where a shipping service fails to meet the service purchased, we will review each case individually and, where appropriate, raise a claim with the shipping carrier on your behalf. Nothing in this policy limits your statutory rights.

Your Statutory Rights

Nothing in this policy limits or excludes your statutory consumer rights under the UK Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or equivalent legislation in your jurisdiction. A courier delay does not automatically remove our legal responsibility for the goods, and you are not automatically responsible for customs charges, postage surcharges or return costs where applicable law or an error on our side makes us responsible.

Contact Customer Care

Whatever has happened, contact us first. You will get a real person, usually within one working day, and we will work through it with you. See our Customer Care Promise.