PrettyLittleThing Parcel Not Delivered UK: PLT Missing Order Help

What this PrettyLittleThing guide is for

This page is for UK PrettyLittleThing customers dealing with delivery problems. PLT orders can involve multiple low-to-mid value fashion items, fast delivery expectations, returns, missing items, partial deliveries and delivered-but-not-received courier scans.

First steps if your PrettyLittleThing parcel has not arrived

1. Track the order. Use your PrettyLittleThing order number, dispatch email, account page or official tracking link.
2. Save the dispatch email. Keep the order number, delivery address, item list, dispatch date and delivery method.
3. Screenshot tracking. Capture the latest status, estimated date, delivered scan, courier note or lack of movement.
4. Check safe places. Look at porch, bin area, parcel box, reception, neighbour, communal hallway or collection point if relevant.
5. Contact PLT officially. Use PrettyLittleThing’s official contact page or account/support routes, not random numbers from search results.
6. Ask for proof if delivered. Request photo, GPS, signature, recipient name, safe-place instruction and courier notes.
7. Escalate in writing if refused. Keep a record before chargeback, Section 75 or a stronger complaint.

How to contact PrettyLittleThing about a missing order

PrettyLittleThing’s contact page asks customers to have the order number ready so support can process the request efficiently. PLT also has official order tracking and returns pages. Use those official pages before relying on third-party contact details.

When you contact PLT, include your order number, email address used for the order, delivery address, item list, tracking number, courier status, and the outcome you want.

If PrettyLittleThing tracking says delivered but you have no parcel

A delivered scan does not always prove the parcel reached you. Ask PLT for the actual delivery evidence behind the scan.

Request:

• delivery photo;
• GPS/location data;
• signature image;
• recipient name;
• delivery address used;
• safe-place instruction;
• neighbour delivery note; and
• courier investigation notes.

If the photo is not your address, the signature is unknown, or the parcel was left somewhere you did not authorise, say that clearly and ask for refund or replacement.

Useful page: Proof of delivery dispute UK.

If only some PLT items are missing

Partial delivery complaints should be item-specific. Do not just say “some clothes are missing”. List exactly which PrettyLittleThing items arrived and which did not.

Take photos of:

• the outer parcel or bag;
• the delivery label;
• the inside of the parcel;
• the packing slip or order list if included;
• all items you actually received; and
• any torn tape, holes, resealing, open bag or damaged packaging.

Ask PLT to check the warehouse packing record, item scan, dispatch weight if available, courier evidence and missing-item investigation. Then ask for refund or replacement for the missing items.

If PrettyLittleThing says contact the courier

If you bought the order from PrettyLittleThing and PLT arranged delivery, your main complaint should usually remain with PrettyLittleThing. The courier may hold tracking evidence, but PLT should investigate and resolve the order issue with you.

Useful page: Retailer vs courier responsibility UK.

If PLT next-day or Royalty delivery is late

If you paid for next-day, express or a delivery service that was not provided, ask PrettyLittleThing to refund the extra delivery charge or explain why the service was not met.

If the order was needed for a specific event, holiday, birthday, wedding, interview, concert or night out, say why the date mattered. If the item arrived too late to be useful, your complaint should explain that late delivery did not fix the problem.

Useful page: Late delivery compensation letter template.

If the PLT parcel arrived open or damaged

If the parcel arrived open, torn, resealed, wet or damaged, photograph everything before throwing packaging away. If items are missing, packaging condition can be important.

If an item itself is damaged or faulty, take photos of the defect, packaging, label and full item. Ask PLT for refund, replacement, return label or price reduction depending on the issue.

Useful page: Damaged parcel complaint letter template.

Evidence checklist for a PrettyLittleThing missing delivery complaint

What to ask PrettyLittleThing for

• Redelivery if the parcel can still be located and you still want it.
• Replacement if the items are still available and the parcel is lost.
• Refund if PLT cannot deliver or prove delivery.
• Missing item refund if only part of the order arrived.
• Delivery-charge refund if a paid delivery service was missed.
• Final written response if PLT refuses, so you can escalate.

When to use chargeback or Section 75

If PrettyLittleThing refuses to resolve a missing parcel, delivered-but-not-received, missing-item or late-delivery dispute, chargeback may be relevant if you paid by debit or credit card. Keep evidence that you contacted PLT first.

Section 75 may be less common for lower-value fashion orders, but it can matter where a qualifying credit-card purchase has an item or qualifying set over £100 and not more than £30,000.

Useful pages: Chargeback missing parcel letter template and Section 75 missing parcel letter template.

Common PLT complaint mistakes

• Only using social DMs and saving nothing. Screenshot every support message.
• Not listing missing items. For partial deliveries, list product name, colour, size and price.
• Throwing away packaging. Open or damaged packaging can support a missing-item claim.
• Accepting tracking as final. Ask for photo, GPS, signature and delivery address evidence.
• Clicking unofficial contact links. Use PLT’s official site and official courier pages.
• Not asking for delivery-charge refund. If paid delivery was missed, ask for that amount specifically.
• Waiting too long to report missing items. Report quickly and keep proof of when you complained.

Short PrettyLittleThing complaint wording

This is only starter wording. The full ParcelClaim letter should be personalised to your PrettyLittleThing order, courier status, missing items and requested outcome.

PrettyLittleThing parcel not delivered checklist

1. PrettyLittleThing order number.
2. Email address used for the order.
3. Delivery address.
4. Dispatch email and tracking link.
5. Courier/tracking screenshots.
6. Delivery photo, signature or safe-place evidence if available.
7. List of missing items, sizes, colours and prices.
8. Photos of packaging and received items.
9. PLT support messages.
10. Requested outcome: refund, replacement, redelivery or delivery-charge refund.

PrettyLittleThing parcel not delivered FAQs

Useful official and trusted pages

• PrettyLittleThing: delivery information
• PrettyLittleThing: track or return your order
• PrettyLittleThing: contact us
• PrettyLittleThing: returns and refunds
• Citizens Advice: if something you ordered has not been delivered
• Consumer Rights Act 2015, section 29