A Little Help, Right Here
Looking for an answer? Find help with your order, your account, and your next step.
Need a hand? Send us a message and choose the topic that fits. For order questions, include your order number.
Welcome to The Pretty Palace!
Have a question? We’re happy to help!
Find answers about shipping, returns, refunds, and your account below. Just tap a topic to learn more.
Still need help? Our team is just an email away!
Where do you ship?
We ship to all 50 U.S. states, including Alaska and Hawaii. We do not ship outside the U.S. right now.
When will my order arrive?
We usually need 3–5 business days to get your order ready.
Once shipped, delivery may take another 7–15 business days. Most orders are expected to arrive within 10–20 business days from the day you order.
These times are estimates. Delays can happen. Business days do not include weekends or U.S. holidays.
How much is shipping?
You get free shipping when your order is $35 or more after discounts and before taxes.
For orders under $35, your shipping cost will appear at checkout.
Will my items arrive together?
Not always! Our trusted suppliers ship your items directly to you. If you buy more than one item, they may arrive in separate packages.
We will share tracking details when they are available.
Can I return something?
Yes! You can ask to return an eligible item within 14 days after it arrives.
If you changed your mind, the item must be unused and in its original condition.
Opened or used beauty products, hair products, lashes, and other items that must stay clean for health reasons cannot be returned just because you changed your mind.
Custom-made items also cannot be returned just because you changed your mind.
What if my item is damaged or wrong?
We’re here to help! Please email us within 48 hours of delivery if you can.
Send your order number and clear photos of the problem when possible.
If you can’t reach us within 48 hours, please still contact us. Your rights under the law still apply.
For custom-made items that arrive damaged, broken, or wrong, contact us within 14 days after delivery.
Who pays for return shipping?
If you return an item because you changed your mind, you pay the return shipping cost.
If we sent the wrong item or it arrived damaged or broken, we cover return shipping when needed.
When will I get my refund?
After we get and check your approved return, we process your refund within 5–10 business days.
Your money goes back to the same payment method you used to buy the item. Your bank may need more time to show it.
Can I cancel or exchange an order?
You can ask to cancel before we start getting your order ready or shipping it.
We do not offer direct exchanges. You can return an eligible item and place a new order.
Please email us before sending a return. We’ll give you the correct return steps and address.
How do I use my account?
Tap the person icon at the top of our website to sign in or create an account.
Already have an account? Enter your email and password to sign in.
Forgot your password? Tap “Lost your password?” on the sign-in page to reset it.
Do I need an account to shop?
No! You can shop as a guest or make an account.
How do I get my account discount?
Create an account and sign in to save 20% on products every time you shop. The discount applies on its own. No code is needed!
If you need help with your account, email our team. Please never share your password.
Need a little more help?
We’re always happy to hear from you!
Email us at info@theprettypalacehq.com or send a message through our Contact page.
For order questions, please include your order number so we can help you faster.
We aim to reply within 3 business days.
Thank you for shopping with The Pretty Palace!