​DELIVERY & RETURNS – Pretty Cat Custom Hair & Skincare.
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DELIVERY.
UK Orders
We offer free First Class Recorded Delivery on all UK orders.
International Orders
Yes, we ship worldwide. Our cart automatically calculates shipping costs based on your location.
Why Our Delivery Times May Differ?
Unlike mass-market brands, Pretty Cat products are:
• Handmade in small batches, fresh to order
• Packed and labelled by hand, just for you
• Fulfilled in the order received,no shortcuts, no dusty shelves
We understand that speed matters, but freshness and quality come first. We dispatch as quickly as possible, and your delivery options will be clearly shown before checkout.
Heat-Sensitive Items
Some Pretty Cat products require First Class Recorded Delivery due to their sensitivity. Our cart will select the safest shipping method for your order.
Delivery Times and Tracking
Transit times vary depending on the carrier you choose at checkout. More details are available in the cart.
Please note: We cannot ship to P.O. boxes.
Order Cancellations
If your order is cancelled, you will receive an email notification and a full refund for any cancelled items. If you have any questions, please contact Pretty Cat customer service.
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RETURNS.
Due to the nature of our products, Pretty Cat does not accept returns. Here is why:
• Every item is custom made to order, based on the information you provide in our Hair Profile and Skin Profile forms
• Our products fall under the legal exception for personalised goods under UK consumer law
• Reverse shipping contributes to significant environmental waste
• For hygiene reasons, we cannot resell returned items
To avoid unnecessary returns and disappointment, we encourage you to:
• Complete the Hair Profile or Skin Profile form thoroughly—this helps us understand your hair or skin type, concerns, and goals
• Read Pretty Cat product descriptions, ingredients, and care instructions carefully
• Ask questions before purchasing—we are happy to help
If you are unsure about anything, please reach out before placing your order. We want you to feel confident and excited about your purchase. If there is an issue, email us and we will review it on a case-by-case basis.
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INCORRECT, DAMAGED OR MISSING PACKAGES.
Damaged Items-
If your Pretty Cat order arrives damaged, please contact us within two business days. Save all packaging and include:
• Your order number
• A photo of the damaged item and packaging
This helps us respond quickly and efficiently.
Wrong Item Sent-
If we have sent the wrong product, let us know within two business days of receipt. We will resolve it promptly.
Missing Packages-
Before contacting us, please:
• Check around your property (porch, garage, bins, etc.)
• Ask housemates or neighbours if they have picked it up
If it is still missing, we will initiate a trace with Royal Mail. This process takes approximately fifteen business days. You can help speed things up by contacting Royal Mail directly with your tracking number.
Please note: We cannot replace packages until they have been officially confirmed as missing.
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