Need some help?
Need a helping hand babe? That’s what our Customer Care angels are here for! If you’ve had a look on our FAQs page, and not found what you’re looking for then it’s time to drop us a line. Simply fill in our customer care form below with your order number and any other info you think we should know about and we’ll try to help you as quickly as possible. Our inboxes can get busy at times, but we’ll always aim to get back to you in 24 hours.
If you’re part of our social circle, you can easily contact us by dropping us a direct message on Facebook, Twitter and Instagram. A chat on the phone more your thing? We'd love to speak to you. Simply call us on 0333 358 3533 where our lines are open Monday - Friday, 8:30 am - 8.00 pm.
Can I exchange an item for something else?
Not quite the right fit? Had a change of heart? Unfortunately, we don't offer exchanges at present, but if you would like to return your order within 14 days we will refund you.
Can I cancel / make changes to my order?
Choosing the right outfit is HARD! That’s why you can change what’s in your bag as many times as you’d like before you click ‘PLACE YOUR ORDER’. Sadly, after this point, you will be unable to make changes to your order. We process our orders super-fast so that they’re on their way to you ASAP, meaning that it’s not possible for us to make changes.
Where is my order?
Waiting patiently for your pink parcel dropping on your door-mat? We feel you. We’ll let you know when your glam goodies have left PBHQ by sending you an email containing your all-important tracking information.
We ship all UK parcels with DPD, Royal Mail and Asda Click & Collect. If you have a tracking number you can enter it in the box below to find out where it is.
If you need any help with tracking your order then our Customer Care team are here to help. Give us a ring on 0333 358 3533 or email us at email@example.com.
Why haven't I received a confirmation email?
If you haven't received an email to confirm your order, you don't need to panic. Please double check that you entered the correct email address and take a look in your junk folder as it could be hiding in there. In the time being, you can log into your account and find your order details under 'latest orders'.
If you are concerned at all, just contact us and we can look into this for you. Email us at firstname.lastname@example.org or give us a ring on 0333 358 3533.
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. Give us a ring on 0333 358 3533 or email us at email@example.com.
Why has my order been cancelled?
Our items can sell out super quickly due to high demand and occasionally an item you have ordered may become out of stock. Thankfully this doesn’t happen often. If an item in your order does sell out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, they will be dispatched ASAP and the out of stock item will be refunded.
How do I track my PB goodies?
After you've placed an order, we'll keep you informed about its progress every step of the way, so please make sure your mobile number and email address are kept up to date. We send all of our UK parcels with our delivery partners DPD, Royal Mail and Asda Click & Collect. If you have a tracking number, please enter it in the box below to track the journey of your pink parcel.
Do you dispatch orders over the weekend or bank holidays?
We dispatch PB parcels Monday - Friday. If you have placed an order after 8pm on a Thursday this will be dispatched on the following Monday, which is the next working day. Want your item in time for Saturday night? Then make sure you’ve selected Saturday delivery and order before 8pm on Friday. If you would like more information about our delivery options, make your way to our delivery page for all the details.
What happens if I decide to change my delivery address?
If you believe your address is incorrect please contact us ASAP. Once your parcel has been dispatched, address changes can only be made with our Next Day service. Standard delivery and Click & Collect can’t be amended so please double check that all of your info is correct before placing the order.
What happens if I'm not in when my goodies are delivered?
If you have selected PB Unlimited, Next Day or Saturday delivery your order will be sent with DPD. If you wish to reschedule your delivery, you can:
- Select an alternative delivery date
- Opt for delivery to a nominated neighbour
- Have the parcel left in a specified safe place
- Collect the parcel from your local DPD Pickup Shop
If you’re not at home when your parcel is delivered, don’t worry babe. Our courier will leave a card to let you know any information including –
- details on where the parcel has been delivered to
- how to contact the delivery team to rearrange a delivery time
- advice on where you can collect your parcel from
Will I be charged custom and import fees?
International glam girl? There are a few things we need you to know –
- The price of our items doesn’t include customs and import duties which you will find can often vary from country to country. Any customs charges are applied at the discretion of the carrier and local laws.
- You may be required to pay these duties 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.
- For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
Can I claim my tax back if I live in the Channel Islands?
Live in the Channel Islands? Shoot our Customer Care team an email to firstname.lastname@example.org or call 0333 358 3533 for some advice.
Where do I find my returns label?
Lost your returns label? Don’t worry hun! You can download your Royal Mail return label here and create your Asda return label here. Please make sure you receive a postage receipt and keep this safe until your return has been processed.
What do I do if I've received an incorrect/faulty item?
We’re so sorry to hear that you have received a faulty item. Please contact us as soon as possible by emailing email@example.com with your order number and some images of the issue. Our team will resolve this for you straight away.
How long do I have to return an item?
We want you to be entirely happy with your Pink Boutique outfit, because we always want our customers to feel like a million dollars! You can return any item you don't wish to keep, we just ask that –
- You return your items to PBHQ 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.
- We ask that the items are unworn and unwashed.
- Items must have all tags still attached.
- Pierced jewellery or swimwear with the hygiene seal must still be attached.
- 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. It is also important that you’re aware that the cost of returns must be paid by the customer.
How do I return an item?
Change your mind as much as you change your outfit? Not quite the fit you were hoping for? We’re sorry that you didn’t love your PB goodies. We’ll happily sort out a return for you ASAP.
If you are returning goods for refund please send them to –
Pink Boutique Returns, Unit 2, Newburn Industrial Estate, Newcastle upon Tyne, NE15 9RT.
Mainland UK customers
We advise that you take your parcel to a Post Office or Asda store and use our returns label.
You must ensure to 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. It is important that a return postage receipt is kept safe until you receive your refund from us.
If you choose to return your parcel without our label, please use a tracked service. Pink Boutique cannot be held responsible for parcels that go missing which are returned outside of our advised return methods. Our return postage address is - Pink Boutique Returns, Unit 2, Newburn Industrial Estate, Newcastle upon Tyne, NE15 9RT.
Misplaced your invoice? Please enclose a note with your order number, full name and address inside.
Ciao bella, bonjour, g’day babe! We ask that you send your parcels to the following returns address - Pink Boutique Returns, Unit 2, Newburn Industrial Estate, Newcastle upon Tyne, NE15 9RT. We’re sorry but we’re unable to cover return postage costs. Your parcel must be returned using a tracked returns service and you must obtain your return postage receipt and hold onto it safely until you receive your refund from us.
How much does it cost to return an item?
If you use our handy returns label we will deduct £2.50 from your refund for using this. 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?
You can find out when your return arrived back to PBHQ by entering the barcode/ tracking number from your return postage receipt. If you returned your item via Asda please visit their website here or if it was through the Royal Mail please visit here. Once your return has reached our warehouse, please allow seven working days for it to be processed. We will send you an email confirmation to let you know when this has been done.
Where is my refund?
We try our very best to process your return ASAP, but on occasions it may take up to seven working days for your return to be processed once your parcel has been received into our warehouse. Once everything has been processed, we will send you an email containing all of the details of your refund. Please be aware that it can take your bank a further 2-10 days for the funds to appear back in your bank account depending on the card issuer. If you have any questions about your refund, just let our Customer Care team know by sending us an email at firstname.lastname@example.org.
Why have I been refunded the incorrect amount?
Oh dear, we’re sorry to hear that this has happened. Please contact our Customer Care team using the contact form and they will look into this urgently. It’s important to remember that there will be a deduction of £2.50 from your order if you’ve used our pre-paid returns label.
What is the process for international returns?
If you’re an international babe, returning an item to us is just as easy.
To return an item from outside of the UK:
- Make sure that your item is in its original condition with all tags attached.
- Please fill in your reason for return information on your returns note, put this into your parcel and post it to us at: Pink Boutique Returns, Unit 2, Newburn 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, you’re always in safe hands when shopping at Pink Boutique.com as we use the latest security measures to protect your details. Want to know what your fellow glam girls think about us? 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. If you need any further guidance give us a ring on 0333 358 3533 or email us at email@example.com.
How do I change my password?
Changing your password is straight forward and is a great idea to do from time to time for security reasons. You can find a link to reset your password on your PB account. If you're still struggling, please pop our Customer Care team an email at firstname.lastname@example.org and we’ll sort this out for you.
How do I change an address on my account?
On the move? No problem! Simply log into your PB account and head over to the ‘address’ section. You can update any addresses on your account here for future use. Please note this does not apply once the order has been placed – we are unable to change an address at this stage.
Which currencies do you accept?
When you’ve placed an order with us, it will always be converted into pounds by your bank.
Do you have a size guide?
Sometimes it’s hard to find the perfect fit. All of our styles 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 as a handy tool.
How do I collab with Pink Boutique?
If you'd love to collab with us, we’d love to hear from you! Please send us an email to email@example.com 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.