Need some help?

Can I exchange an item for something else?

Not quite the right fit? Had a change of heart? We're happy to exchange it for another product or size. Simply return your order within 14 days, and once we receive it, we'll promptly release your new items with our standard delivery conditions.

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.

If you need any help with tracking your order then our Customer Care team are here to help. Give us a ring on 0191 743 6489 or email us at

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 or give us a ring on 0191 743 6489.  

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 0191 743 6489 or email us at

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.