Privacy policy

Last updated: October 2026

1. Return Conditions and Eligibility

At Petit Pearl, we aim to ensure that every order meets your expectations. For a change-of-mind return, we ask that clothing and accessories are returned unworn, unwashed, unaltered and unused, without odours, stains or damage, with original tags attached and original packaging wherever reasonably possible. You may inspect or try on goods as you would in a shop. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of an item, we may make a lawful deduction for any resulting reduction in its value. These conditions do not limit your statutory cancellation rights or your rights in relation to faulty, damaged, misdescribed or incorrect goods.

2. How to Request a Return

Please email support@petitepearl.store with your order number, the items concerned and, where helpful, the reason for your return. Our team will acknowledge your enquiry within 48 hours and provide return instructions and the appropriate return address. Please contact us before sending anything so we can direct your parcel correctly. However, your statutory right to cancel is not dependent on our approval, and a clear cancellation notice sent within the applicable legal period is sufficient. We recommend using a tracked postal service and retaining proof of postage.

3. Return Shipping Costs

For change-of-mind returns, including an incorrect size or colour selected, duplicate orders, accidental purchases or products that do not meet personal preferences, the customer is responsible for the direct cost of return postage, provided this was disclosed before purchase. Where an item is faulty, damaged on arrival, not as described or incorrectly supplied by Petit Pearl, we will cover reasonable return postage or arrange a prepaid return. We will not charge customers for the cost of putting a problem caused by us right.

4. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact support@petitepearl.store as soon as possible, ideally within 48 hours of delivery, and include your order number and photographs where available. Reporting within 48 hours helps us resolve matters promptly, but it is not a condition of your statutory rights. Depending on the circumstances and your legal entitlement, we will offer an appropriate remedy, which may include a free replacement, repair or full refund. Where the law provides a right to reject faulty goods, that right will be respected, including the applicable 30-day short-term right to reject under the Consumer Rights Act 2015.

5. Refund Process and Timing

Once a return reaches us, we may inspect the item to confirm its condition and the appropriate remedy. For a valid statutory cancellation, we will refund you without undue delay and no later than 14 days after receiving the returned goods or acceptable evidence that you have sent them back, whichever is earlier. Where cancellation occurs before dispatch, we will refund within 14 days of being informed of the cancellation. Refunds are made to the original payment method unless you expressly agree otherwise, and no refund fee will be charged. Although bank or card processing times vary, we will not delay issuing a refund beyond the legal deadline. For other approved returns, we aim to process refunds within 7–14 business days, without affecting any shorter statutory deadline.

6. Original Delivery Charges

Standard delivery is free on all orders. If you selected paid expedited delivery and validly cancel your entire order under the statutory cooling-off rules, we will refund any original delivery charge up to the cost of our least expensive standard delivery option; the additional expedited-delivery charge is not normally refundable. Where goods are faulty, incorrect or otherwise give rise to a legal entitlement to recover delivery costs, we will reimburse the applicable charges as required by law.

7. Exchanges

If you would like a different size, colour or product, please contact support@petitepearl.store before returning your order so that our team can confirm availability. Exchanges depend on available stock. If the preferred item is unavailable, we will explain the available return or refund options. Exchanges for defective or incorrectly supplied items will be handled without additional cost to you where required by law.

8. Items That May Not Be Eligible for Change-of-Mind Returns

For discretionary returns outside statutory cancellation rights, we may decline items that have been worn, washed, altered or damaged after delivery, are missing original tags or show signs of use beyond reasonable inspection. Statutory cancellation exceptions may apply to certain goods, such as items made to your specifications or clearly personalised, and sealed goods unsuitable for return for health protection or hygiene reasons if unsealed after delivery, where the relevant legal conditions are met. Nothing in this section removes your rights where goods are faulty or not as described.

9. Return Window and Your Right to Cancel

If you are a UK consumer purchasing online, you normally have 14 days from the day after receiving your goods to tell us that you wish to cancel for any reason, and a further 14 days from informing us to send the goods back. The return conditions described above apply insofar as the law permits; reasonable inspection does not invalidate cancellation, although excessive handling may justify a lawful deduction. To exercise this right, email support@petitepearl.store with an unambiguous statement that you wish to cancel your order. You do not need to give a reason. Requests outside the statutory cancellation period may be considered at our discretion, but statutory rights in relation to faulty or misdescribed products continue to apply independently.

10. Order Cancellations Before Dispatch

Because we process orders promptly, please contact us within 2 hours of placing an order if you need to request a cancellation or amendment before dispatch. We will do our best to accommodate your request, but changes cannot always be made once an order enters fulfilment. This operational request window does not restrict your statutory right to cancel a qualifying distance-sale order before or after dispatch. If an order has already been dispatched, you may need to receive it and follow the return procedure unless an alternative arrangement is agreed.

11. Late or Missing Refunds

If you have received refund confirmation but the funds have not appeared, please check your original payment account and contact your bank or card issuer, as their posting times can differ. If your refund remains missing or you have not received confirmation within the applicable timeframe, email support@petitepearl.store with your order number. We will investigate and provide an update. Delays in bank posting do not change our duty to issue refunds within legally required periods.

12. Contact Us

For returns, exchanges, order cancellations or refund enquiries, please contact Petit Pearl at support@petitepearl.store or visit www.petitepearl.store. Our customer support team aims to respond within 24 hours on business days, Monday to Friday. This policy is intended for customers in the United Kingdom and operates alongside the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy excludes or restricts your statutory consumer rights.