Refund /Return/Exchange Policy

Refund Return and Exchange Policy

Please read our policy for Returns/Exchange/Refunds Customer service is our number one priority and we want to make sure you are happy! Follow our quick and easy returns/exchanges instructions below:

How do I process my Pretty Princess return or exchange for a domestic (USA) order?

  • Please email us with any questions . All Returns and Exchanges must be pre approved. We will send a return label upon approval.
  • Enter your order number and the zip code from your shipping address
  • Tell us  the items you want to return or exchange and choose what you’d like to do.
  • Once you’re done, you’ll get an emailed confirmation with the next steps of the process, including return instructions and a return label.

What Pretty Princess Items Are Eligible to Return?

  • Returns that are initiated and returned to us within 30 days of receiving (Return tracking must be postmarked within 30 days to be eligible)
  • Items that are unworn and unwashed
  • Items that have all tags still attached and original packaging included upon returning

What Pretty Princess items ARE NOT Eligible?

  • Halloween Costumes: are ONLY eligible for exchange or Pretty Princess gift card.
  • Final Sale / Clearance Items are not returnable.
  • Accessories including but not limited to: Jewelry, Hats, Berets, Headbands, Bows, Glasses, Socks, Tights, Bags, Purses: are not returnable. These are Final Sale items.
  • Swimsuits: are ONLY eligible for exchange or a Pretty Princess gift card WITHIN 7 DAYS from the date of delivery. 
  • Communion,Flower Girl, and Special Occasion Dresses: are ONLY eligible for exchanges OR a Pretty Princess gift card WITHIN 7 DAYS from the date of delivery.  This is due to the unique, custom-made nature of these garments for your Princess
  • Facial or PPE Accessories: for hygiene purposes. Face masks, shields, and other PPE are not eligible for return
  • Return of the item must be shipped within 14 days of the date of return submission.
  • Items that show any indication of being worn and/or washed (at the discretion of our returns team) will be Rejected.
  • Items that do not have original tags still attached and/or original packaging still included upon returning will be Rejected.
  • Items that do not have their hygiene stickers/liners intact (swimsuits or other similar items) will be Rejected.

Why does my style’s color shade look different than what I saw on the site when I ordered it?

  • Our product picture colors may vary depending on what device you are using to access our site. 

What do I do if my item can't be delivered? 

  • If the delivery courier could not deliver your item, please contact your local postal service to have them reroute the package. Please confirm the shipping address with them when you contact them. 
    • If you received a note from the shipper about their initial delivery attempt, please ensure that you are following the instructions on that notice.
  • If the package has been “returned to sender” (returned to Pretty Princess), we are happy to re-ship the items again to the correct address or offer store credit!
  • If you have entered the incorrect delivery address when placing your order, and your order gets returned back to us, we are happy to re-ship the items again to the correct address or offer store credit for the amount of the order
  • Pretty Princess cannot guarantee time frame for Postal Carriers. Once the item states it is delivered. Pretty Princess cannot be held liable for any stolen or lost items.

How can I cancel/edit my order that I just placed?

  • Email us at with your order number and request to cancel within 24 hours of placing the order in order for Pretty Princess to attempt a cancellation/change.
  • Please note that we cannot guarantee all cancellation/change requests will be successful but we will try our best to initiate as quickly as possible!

Can I return or exchange an order that I sent/received as a gift?

  • Please note that if the item/order was a gift, we are unable to issue a refund to anyone other than the person who originally placed the order. Please ensure that the cardholder who placed the order is initiating the return in this case.
  • As the recipient of the gift, you may request a store credit or exchange by indicating that the item was a gift. Please email Please be sure to include your name, address, and phone number as well as the name and address of the person who placed the order.
  • If you are experiencing any issues with your Pretty Princess gift card, please email with the gift card code and amount, and we will be happy to help you!

 item is damaged!

  • If the purchased product is defective and/or damaged, please initiate your return within 30 days of receiving an order to be eligible for a return.
  • Items that are indicated as damaged/defective will be inspected by our team upon returning for the damage/defect. Pretty Princess reserves the right to deny a return if we do not uncover damage/defects or if the damage was intentional (up to the discretion of the returns team upon processing).

 Can I exchange my item?

  • Pretty Princess will gladly help with exchanging your item for a different size (or even the same item if something happened with your original shipment).
  • Please note: Exchanges are contingent on Pretty Princess having the corresponding item in stock at the time. Please note that we cannot guarantee that the item will be available for exchange.
  • Please consider opting for store credit if the exchange option isn’t available to you when you are processing your return, so you can place a new order for something else that’s cute!

What refund options are available to me for a Pretty Princess item?

You are eligible for a refund to the original payment method used when placing your order. Certain limitations apply.

How do I ship back my Pretty Princess items?

Please initiate your return through our email. Once you complete the process and are given confirmation, you will receive an email with return instructions and a return label if applicable to get your items back to us.

How soon will I get my Pretty Princess refund?

Pretty Princess attempts to handle all returns within 7 business days of receipt at our warehouse. If a refund has been approved, please allow up to 30 days for the credit to appear on your billing statement.

I have a question that isn’t covered here. What do I do?

If you have any questions regarding your return or refund, reach out to us as