Reviews show a split picture for PrettyLittleThing. Several customers praise fast shipping, frequent sales and items that match descriptions, but many report problems with returns, refunds, lost or delayed parcels, account and payment issues, and unresponsive support. Multiple reviews describe partial refunds, return fees or unresolved claims—keep proof of postage and refund records when returning items. To reduce risk, check size guides and product photos closely, verify your delivery address at checkout, and confirm available payment options in your country before ordering.
Examples from available reviews (Jan 2023 – Feb 2026).
They found the shopping experience easy, with quality items and shipment updates.
“I am impressed with my overall experience.”
Customer service unresponsive and refund for return was refused.
“They REFUSE to respond to any of the emails or chats.”
Pants were excessively long and partial refund issued.
“This is an insane and unrealistic clothing design”
PLT resolved lost shipment by issuing a full refund.
“gave me a full refund”
Many reviews report delivery, return and order‑change problems; a smaller group highlights fast next‑day delivery or helpful agents resolving issues.
Some customers note good prices and sales, but multiple reviews cite partial refunds, return fees, unusable gift cards and lost funds undermining value.
Site navigation and quick shipping are praised by some; many others report checkout/payment problems, account access issues, address errors and Afterpay failures.
Feedback is mixed: several buyers say items matched descriptions and fit, while others report unrealistic sizing, poor fit, misleading photos or non‑stretch fabrics.
Numerous reviewers describe unresponsive or repetitive customer‑service contact; a minority call out specific agents who were helpful and courteous.
Overall impressions vary: many customers report unresolved refunds, delays or service breakdowns, while others highlight fast delivery and satisfactory resolution.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Sitejabber (20) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Package not received and AI chatbots provided unhelpful responses.
“the AI chatbots are not very helpful”
Unable to process return because portal could not find order and no replies.
“cannot find order”
Customer service unresponsive and refund for return was refused.
“They REFUSE to respond to any of the emails or chats.”
Pants were excessively long and partial refund issued.
“This is an insane and unrealistic clothing design”
Pants arrived two sizes too big and returns cost $27.
“pants from this place that are two sizes too big.”
Purchased gift card would not work and support refused assistance.
“it is not working!”
Customer loves trendy clothes, sales, and fast shipping.
“The shipping is really fast”
Afterpay checkout option not available for New Zealand users.
“afterpay doesn't work in New Zealand”
Replacement jeans never received and company won't resolve refund.
“they're washing their hands of the matter”
Order never arrived and company failed to respond to emails.
“I have emailed them 3 x without any replies”
Agent Davemark helped successfully with a return after portal issues.
“Davemark was super helpful in helping me return my item”
Unable to change or cancel order, package will go to wrong address.
“I was not able to cancel the order or make any changes”
Zebra bikinis material differed and did not stretch; delivery was fast.
“The bikinis do not stretch at all.”
Agent Foysol was courteous and efficiently verified package address.
“She was courteous”
Shipments lost or misrouted and customer service provided no help.
“I've tried to get in touch with customer service and I've gotten no where !”
PLT resolved lost shipment by issuing a full refund.
“gave me a full refund”
Extremely fast delivery, often arriving by next morning.
“they have been delivered by the next morning”
Returned multiple orders together but only one refund was issued.
“PLT refunded me for only one order”
Order never arrived and customer service only sent automated responses.
“just a message telling me it’s dispatched”
Unable to reset account password and cannot process a return.
“still no reset after two weeks.”
Customer lost money and requests a refund pending resolution.
“I would only believe your words if my issue is resolved”
Two pending charges appeared despite order not being submitted.
“I see TWO PROCESSING charge on my card”
Products smelled and refunds were repeatedly postponed by PLT.
“holding onto my money”
Confirmed return but refund delayed beyond promised date.
“confirmed receipt and promised to reimburse me by 23-3”
Reviewer finds prices unaffordable and branding misleading.
“The prices are not affordable”
Long wait and many contacts resulted only in partial refund.
“I received a partial refund no refund of the express postage.”
Missing item issue unresolved until PayPal claim secured refund.
“Had to raise a claim through PayPal to get my money back.”
Item missing and customer service refused to resolve the issue.
“customer service was horrible”
Printed words on new matching set started peeling before being worn.
“the words are peeling”
Delivery delayed multiple times and refund requests ignored.
“just refund my money!”
Costume was poor quality and fit much smaller than labeled.
“It was terrible quality and made TINY!”
Customer billed higher prices than displayed and support didn't fix it.
“I've been charged different prices from those I saw online”
Company failed to refund missing items and return process is difficult.
“they will not refund you if you don't receive the items”
Missing item dispute dismissed despite claim of CCTV evidence, later reordered.
“they had personally gone through cctv and seen all five items pack”
Returned package received by PLT but refund never issued.
“they pretended they couldn't see my order”
Large order never received and company refused refund or replacement.
“that STILL wasn't enough for them to refund me”
Return label charged 5€ but post office requested extra 11€ unexpectedly.
“I was told I needed to pay additional 11 euros”
PLT claimed CCTV proof of delivery and refused to provide footage or escalate.
“they had allegedly watched footage of the item being put in my parcel.”
Returned items 32 days ago but refund still not received.
“I returned items 32 days ago.”
Dress arrived stained and PLT required return at customer's expense.
“three black spots on it right out of the packaging.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
PrettyLittleThing is a UK‑based fast‑fashion e‑commerce retailer targeting young women with trend-led apparel, accessories and footwear. Launched as an online-only brand, it sells via its website and mobile app and ships to multiple international markets, often promoting sales and expedited delivery options. Consumers researching PrettyLittleThing commonly look for sizing guidance, return policies, shipping speeds, and customer‑service responsiveness.