HEY DOLL Need some help?

If you can't find what you're looking for on our FAQ page, no worries! Please fill in our customer care form below with your order number and any relevant info so we can help you as quickly as possible. Please allow 24 hours for us to get back to you.

For a faster response you can contact us by sending us a direct message on Facebook, Twitter and Instagram.

If you'd prefer a chat, we'd love to speak to you. Simply call us on 0333 358 3533. The lines are open Monday - Friday, 8:30am - 5.30pm.

Contact Us

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Can I exchange an item?

We currently do not offer exchanges. If you would like more information, please use the contact form.

Can I cancel / make changes to my order?

You can amend your order as many times as you like before you click PLACE YOUR ORDER. After this point you will be unable to make amendments. We process orders super fast to get them ready for dispatch.

Where is my order?

You will receive an email once your order has been dispatched which will contain tracking information. You can contact our Customer Care team to help track your order. Please remember that on some occasions it could take up until 9pm for the courier to deliver your package.
We ship all UK parcels with Hermes. If you have a tracking number for either of these couriers, please enter it in the relevant box below.

Why haven't I received a confirmation email?

Please double check that you entered the correct email address. We would also advise to check your junk folder.

Why have I been charged tax?

The prices on our website include 20% tax, which applies to all luxury items in the UK. This is broken down on your invoice for our international customers. Please don't worry, we aren't charging you any extra. If you would like some more information on this, please contact our Customer Care team.

Why has my order been cancelled?

Our items sell out super quickly due to such a high demand and on occasions an item you have ordered can suddenly become unavailable. These cases are rare and if an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

How do I track my PB goodies?

We ship all UK parcels with DPD. If you have a tracking number, please enter it in the box below.

Do you dispatch orders over the weekend or bank holidays?

Our warehouse is closed over the weekend and bank holidays. Any orders placed after 8pm on a Friday are dispatched on the Monday, which is the next working day. Please see our delivery page for all info on our delivery services.

What happens if I'm not in when my goodies are delivered?

The delivery company may leave the parcel with a neighbour. The delivery company will leave a card saying that they have attempted to deliver the parcel and provide you with details on where the parcel has been delivered to, how to contact them to rearrange a delivery time or to advise where you can collect your parcel from.

Will I be charged custom and import fees?

The price of our items does not include customs and import duties which will vary from country to country. You may be required to pay these before our courier is able to deliver your order. If you refuse to accept delivery of the items you have purchased, the courier may return the items to us. Should this happen, Pink Boutique may be required to pay additional charges to the courier in respect of the cost of return, including customs and import duties that were payable by you. We will look to recover these costs from you by deducting the relevant amount from any refund owed to you.

Can I claim my tax back if I live in the Channel Islands?

Please contact our Customer Care team at customercare@pinkboutique.co.uk for advice.

I live outside the EEA; do I pay VAT?

VAT is only payable by those living inside the EEA and this value will be deducted from your final order. You can view all our prices without VAT by changing to your local currency by clicking our converter in the top left corner of every page. Please be aware that you may be required to pay local importation duties and that this is not covered by Pink Boutique.

Where do I find my returns label?

Lost your returns label? Your can download your Royal Mail return label here and create your own Asda return label here. Don't forget to keep your return postage receipt safe as this will have your tracking number on.

What do I do if I've received an incorrect/faulty item?

If you happen to receive an incorrect or faulty item, please get in touch via the content form within 7 days. We need your order number and a photo of the fault so we can sort this out straight away for you.

How long do I have to return an item?

We understand that sometimes you change your mind about a style if you're not lovin' the look when it arrives and we've got no problem with that! You can return any item you don't want to keep, we just ask that:
- Items must be returned within 14 days of delivery. Should you return an item after this time frame, you will only be eligible for a credit note. The decision to issue a credit note will be made on an individual order basis.
- Items must be unworn and unwashed.
- Items must have all tags still attached.
Please be aware pierced jewellery or swimwear with the hygiene seal removed cannot be returned for health and hygiene reasons. Shoes must be tried on indoors and not show any signs of wear. We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy. The cost of returns must be paid by the customer.

How do I return an item?

Our returns address is: Pink Boutique Returns, Unit 2, Shelley Road, Newburn Industrial Estate, Newcastle upon Tyne, NE15 9RT. If you choose to return your parcel without our label, please use a tracked service.
For mainland UK customers, please take your parcel to a Post Office or Asda using our returns label. You must ensure to receive and obtain your proof of postage in case your parcel is lost on its return back to us. If you do not have your proof of postage, Pink Boutique cannot be held responsible for any lost parcels. Pink Boutique also cannot be held responsible for parcels that go missing which are returned outside of our advised return methods. It is important that a return postage receipt is kept safe until you receive your refund from us. If you have lost your invoice, please enclose a note with your order number, full name and address inside.
For overseas customers, please return your parcel using the returns address above. We do not cover return postage costs. Your parcel must be returned using a tracked returns service and you must obtain your return postage receipt until you receive your refund from us.

How much does it cost to return an item?

If you use our returns label we deduct £2.50 for using this from your refund. However, If you choose to pay to return the parcel yourself, we do require you to return this using a tracked service.

How do I track my return?

If you have used our returns label or returned your order using a tracked service, you should have received a receipt with a tracking number on from Royal Mail. You can track this by heading to the Royal Mail track and trace section then simply enter your tracking number. The Royal Mail website to track your return can be found at: https://www.royalmail.com/track-your-item.

Where is my refund?

We ask for 7 working days to process your return once your parcel has been received into our warehouse, however we always try to issue refunds as quickly as possible. Once everything has been processed, we will send you an email containing all of the details of your refund. Please note, it can take your bank a further 2-10 days to show this refund on your account. If you have any questions about your refund, just let our Customer Care team know by sending us an email at customercare@pinkboutique.co.uk.

Why have I been refunded the incorrect amount?

Please contact our glam team using the contact form and they will look into this urgently! Please bear in mind that there will be a deduction of £2.50 where the pre-paid label has been used.

What is the process for international returns?

To return an item back to us from outside of the UK: Your order should be still in its original condition with all tags attached. Please fill in your details on the back of the invoice, put this into your parcel and post it to us at: Pink Boutique Returns, Unit 2 Shelley Road, New Burn Industrial Estate, Newcastle Upon Tyne, NE15 9RT. We recommend that you send this as recorded delivery so you can track it on its way back to us. We'll drop you over an email once we've processed your return. Unfortunately, we don't cover return postage costs. You must obtain proof of postage just in case your order is lost on its way back to Pink Boutique.

Is your website safe?

Don't worry, our website is super safe. You can check out all of our Trust Pilot reviews here.

Why can't I log into my account?

We're sorry you're having some technical problems. Please double check there isn't a space in front of your email address when you are trying to log in.

How do I change my password?

There is a link to reset your password on your PB account. If you're still struggling, please pop our Customer Care team an email with your email address.

How do I change an address on my account?

No problem! Simply log into your PB account and head over to the addresses section. You can update any addresses on your account here. Please note this does not apply once the order has been placed.

Which currencies do you accept?

Your order will always be converted into pounds by your bank. You can select your currency preference at the top of the website, however these prices are only shown as a guide.

Do you have a size guide?

All of our sizes are true to size unless stated otherwise on our website product page. Our sizes are listed in UK sizes. You can find a size guide on all of our product pages.

How do I collab with Pink Boutique?

If you'd love to collab with us, please send us an email to marketing@pinkboutique.co.uk with your full name and links to your page. If this is something we're interested in we'll get right back to you.

Do you offer wholesale?

We don't currently offer a wholesale service.

Do you have a shop?

We are an online store only.

Do you offer Student Discount?

We now offer Student Discount. To register, please follow the link here: https://www.pinkboutique.co.uk/student-discount.

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