Customer Service

Orders

Do I need to have an account to place an order?

You can choose to use our guest checkout to place an order or you can create an account during purchase. By creating an account you can check out faster, track your orders, update your profile information for future orders and many more.

I have forgotten my password

Don’t worry, it happens. Just go to My Account, click on the ‘Forgot your password’ link and enter the email address you registered with. You will receive an email shortly reminding you of your password.

What sizes are used on the site?

All sizes are European sizes unless stated otherwise.

Why are the prices different online and in store?

From time to time our stores may run special local promotions that may not be available on our website or we may offer special discounts online that are not available in stores. Some website promotions may not be available to customers in particular jurisdictions.

How will I know you received my order?

We will send you a confirmation email within 24 hours of your order being placed. If you have not received this email, check your junk mail folder. If you still can’t find your confirmation, please contact us at info@prettyballerinas.us.

Can I change an existing order?

Once you have received your confirmation email, we can’t change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process.

Can I cancel an order once it has been placed?

You can cancel your order before it’s been dispatched. Please contact us at info@prettyballerinas.us as soon as possible. If your order has already been dispatched, you can return it within 14 days of purchase.

Why was my order cancelled?

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we will let you know as soon as possible.

Delivery

What are the delivery charges?

Delivery fee is 10$ per order. Deliveries usually take 3-7 working days after the order is dispatched and will be delivered by a courier.

We reserve the right to change our delivery prices without notice.

Where does PrettyBallerinas.us NOT ship to?

We do not deliver to PO Box Addresses. Please provide a full delivery address and telephone contact number when you place your order to avoid delays.

We do not deliver to Ceuta & Melilla or to the Canary Islands.

How long do deliveries take?

We aim to dispatch your order within a maximum of 4 working days, but please allow up to 7 working days from confirmation of order for delivery. We will email you once your order has been dispatched. All orders will be delivered by courier and a signature will be required.

Has my order been dispatched yet?

When we dispatch your order, we will send a dispatch confirmation email to let you know your shoes are on their way. If you have not received this email after 7 working days after placing an order please contact us at info@prettyballerinas.us

Can I ship to an alternative address?

You can choose to get your shoes delivered to an address other than your billing address. Just enter this address during the checkout process. We are unable to change the address once the order has been placed.

Do I need to sign for my order?

All orders require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.

Returns

How long do I have to return my shoes?

You can return any item for an exchange or refund within 14 days of purchase.

How do I return an item?

Returned items must be unworn and in their original box. They must also be accompanied with a copy of the invoice and your indications as to whether you require a refund or an exchange. If you wish to exchange please indicate clearly the new size / model required.

In your parcel you will receive a returns label with the address you should send any unwanted goods back to.

Please note that we do not refund postage cost for returned items.

We try hard to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

To make your return quicker please:

Return your shoes in their original condition as they will be inspected upon return. Send them back via a guaranteed delivery service and get proof of postage. Pretty Ballerinas is not liable for goods in transit until they reach our factory.

Tell us if you require an exchange or a refund. Once your goods are accepted back into stock you will be issued with an exchange or refund. We will refund the card originally used for payment.

Please note that you can also personally return your order to one of our US stores, were you will be offered the option of exchanging the goods or to be issued a store credit note.

How long does it take for a return to be processed?

Returns usually take 3-7 working days to be credited back to your account after receipt of goods. Once we have processed your return or exchange, we will send you an email to let you know it has been processed. If we are unable to provide you with an exchange, we will send you an email to notify you.

The color of my shoes differ from the color on the screen

We have made every effort to display as accurately as possible the colors of our products on the website. However, please note that the color of products depends on the settings of your monitor.