Return Window
The Pretty Palace accepts requests for eligible returns within 14 days after delivery.
Return Eligibility
For a change-of-mind return, the item must be unused and in its original condition. Opened or used beauty products, hair products, lashes, and other hygiene-sensitive products are not eligible for change-of-mind returns. Personalized products are also excluded from change-of-mind returns and refunds. Items that arrive damaged, defective, or incorrect are handled separately as order issues.
Personalized Items
Personalized items are made using customer-provided photos or other custom details and are not eligible for change-of-mind returns or refunds. If a personalized item arrives damaged, defective, or incorrect, contact us within 14 days after delivery so we can review the issue and provide an appropriate resolution. We ask customers to report order problems within 48 hours whenever possible.
How to Request a Return
Email info@theprettypalacehq.com or use our Contact page within 14 days after delivery. Include your order number, the item you would like to return, and the reason for your request. Our team coordinates the return directly with the supplier and will give you the correct return address and instructions after reviewing eligibility. Please do not mail an item back without instructions from our team.
Return Shipping Costs
For eligible change-of-mind returns, the customer is responsible for return shipping costs. If we sent the wrong item or the product arrived damaged or defective, The Pretty Palace will cover return shipping when a return is required.
Refunds
Once an approved return is received and inspected, we will process an eligible refund to the original payment method within 5–10 business days after inspection. The time it takes for the funds to appear in your account may vary depending on your payment provider.
Exchanges
We do not offer direct exchanges. If you would like a different eligible item, you may request a return and place a separate order.
Damaged, Missing, or Incorrect Items
If your order arrives damaged, defective, missing an item, or incorrect, please email info@theprettypalacehq.com within 48 hours of delivery whenever possible. Include your order number and clear photos of the item and packaging when relevant. For personalized items with a defect, damage, or incorrect customization, please report the issue within the 14-day return period. Our team will review the issue and arrange an appropriate remedy, which may include a refund. The 48-hour reporting request does not limit rights under applicable law.
Order Cancellations
Orders may be canceled only before fulfillment or shipment begins. Contact us as soon as possible if you need to request a cancellation. Once fulfillment or shipment has begun, the order cannot be canceled, but an eligible return may still be requested after delivery.
Customer Support
For return, refund, or order questions, email info@theprettypalacehq.com or use our Contact page. We aim to respond within 3 business days.