How can we help you?
FAQ
You will receive a shipment notification email from services@prettygarden.com. It includes detailed items, the tracking number, carrier, and tracking link. If you only leave us a mobile number for contact, you will receive a fulfillment message. Or you can log in your account on our website to follow the progress of your order.
Generally for in stock products, it will take 2-5 days to process the order after it is placed. If your order contains any pre-sale products or out of stock items, we will ship out the in-stock products first. The remaining items will ship once they are available. We will inform you if the waiting time is more than 10 days.
If there is no tracking info a few days after your order is shipped out, the reason is that it may take 1-3 days for the tracking info to be updated while the shipping company is arranging the shipping space.
If there is no updated tracking info during transportation for less than 5 days but still within estimated delivery date, please don't worry, tracking info has only been updated when it arrives at some important ports or destinations.
If there is no updated tracking info for more than 5 days, please feel free to contact us.
Normally, an email with a tracking number will be sent to your account email address once the order is shipped out. If you only leave us a mobile contact, the above information will be sent by message. If you did not receive the email or message for long times, you can check the following situations:
1. Please check your order status in your account to see whether it is shipped.
2. Please check whether the email failed to reach your inbox and flagged as spam by the email service provider.
3. Please check whether the email address or mobile number you used to place the order is different.
4. Or you can send an email with the question and order number to services@prettygarden.com. We will reply to you in a short time.
If you are our member, you can log in to your account and check your order status. There is a tracking number when the order has been fulfilled. Click “Track shipment” to track your parcel. If not, you can register by the email address that you filled in the order information. Then there is your order status after you log in. Or you can contact us for help.
It might be the below reasons:
1. To make sure each parcel does not exceed the parcel weight limit that is set by the express company, orders must be split into several parcels in some cases.
2. The products ordered are currently in different warehouses. To save your time, we ship them from each warehouse directly.
3. Some products in your order are pre-sale or out of stock items. The in-stock products will be shipped first so that you will receive them as early as possible. The pre-sale or out of stock items will ship once they are available.
Currently, we deliver to the United States, UK and Germany. The shipping service isn’t available for P.O. Boxes and APO/FPO addresses in US and P.O. Boxes in Germany. Below are the estimated delivery dates (business days) for your reference. Pls note that the delivery date will be longer by some factors, for example bad weather, remote area, unclear consignee information, pandemic etc.
United States
Shipping Method |
Shipping Time |
Cost |
|
Standard |
10-21 days |
US$5.88 |
Expedited |
9-14 days |
US$9.99 |
United Kingdom
Shipping Method |
Shipping Time |
Cost |
|
Standard |
12-14 days |
US$3.88 |
Expedited |
8-10 days |
US$5.99 |
Germany
Shipping Method |
Shipping Time |
Cost |
|
Expedited |
11-13 days |
US$4.99 |
Please note that orders can only be cancelled or changed before fulfillment. Please email us with the order number and details. Our staff of the service center will follow up ASAP.
Email: services@prettygarden.com.
There might be two situations for missing items, please contact us according to the following description：
1. Your order is overweight or contains pre-order or out-of-stock products. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-sale or out-of-stock products, we may split the order when it was a little delayed and give priority to the items in stock so that you can receive them as soon as possible. The remaining products will be shipped out once they are instock. Hence, the missing items may be in the coming packages. If you have any questions about your package, don’t be hesitate to contact us.
2. Missing items caused during packing or transportation. Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures of the items and you received.
Email: services@prettygarden.com
We are so sorry for this problem. If the product is defective, or different from the one you ordered, please take a photo of the product. Pls email us with your order number, photo and information regarding the problem. Our service center will deal with the problem ASAP.
Email: services@prettygarden.com
Yes, PretygGarden provides 30-days return policy to customers. Pls email us within 30 days after receiving all your items to request a return. Our service center will provide you return instruction.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed or un-altered, with tags, and in its original packaging.
Tips: Please do not return directly to the address on the package received. Please only send to the address that our service center provided. Any return will be valid after being accepted by our customer service center.
Email: services@prettygarden.com
We process refund once we receive the returned package and you will be notified by email. It takes 2-3 business days that the refund back into your account. Pls note that refunds can only be back to the original form of payment. Thank you for your patience and understanding.
It might be the below reasons:
1. Card information are incorrect. Please kindly check name, expiration date and security code (Security code on the back of your Visa/Mastercard).
2. You’ve reached your credit limit.
3. Your card has expired.
4. You made a typo.
5. Issuer Decline. That means Card issuer bank declined your payment based on its own subjective set of protocols. Pls contact with your bank.
If possible, we advise you to try paying with other credit card, PayPal or other supported payment methods.
No. You may be charged customs duties and taxes for something you bought:
• Duties and taxes are typically not included in the price of the item, and might not be included in the overall shipping costs.
• Due to cross-border shipment, there is possible customs duty occur.
The taxes may depend on where your order was sent from, the type of items you bought, their value and the weight of the package. Different countries may have different tax policies regarding specific products. It’s always best to confirm this with your local customs authority before order.
We accept credit card ( Visa, MasterCard, American Express etc.) and PayPal.For credit cards, please note the billing address entered on your order must match the billing address on file with your bank, otherwise our system might think it's fraud.
Please don't worry. You can check first if you have placed two orders. If not, please make a screenshot of the payment history and email us.
Email: services@prettygarden.com
Normally you will receive a 15% off coupon for your first order if you subscribe to our newsletter. Don't forget to check your mailbox to get the coupon before checkout.
And we are having many theme activities or promotions which can be found on our web page.
Please stay tuned.
Yes. If your order contains out-of-stock item which will replenish more than a week, we will inform you by email.
There is size chart and model’s size on the product detail page. We hope they can help you make a decision. If you still have any questions, please contact us and ask for advice.
PrettyGarden have been involved in women’s fashion industry for more than 5 years. We have cooperated and invested in some big garment factories to get lower product prices. Meanwhile, we are dedicated to providing good and affordable products to every woman.
You can register an account on the login page by clicking "Create your account". If you need more help, please do not hesitate to contact us.
If you forget your password, you can reset your password on the login page by clicking "Recover password".
If you are interested in our products and want to place a large quantity order. Don’t hesitate to email us. We provide special discount based on quantity and products.
If you are looking for a manufacturer to produce your design, PrettyGarden must be on your choice list. Our invested big and professional garment factories can support you.
Email: business@prettygarden.com