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Help & FAQs

If you need a hand before or during shopping with us please check our frequently asked questions listed below. If you're unable to find the answer you're looking for please feel free to contact us. We'll be glad to help.


How do I make a payment?

We accept all major credit and debit cards, as well as payments made via any existing funded PayPal account. We do not accept personal cheques or postal orders.

Is shopping with you secure?

Absolutely. We use 100% secure servers, provided by Barclaycard EPDQ and PayPal, to process every order. Your details are only ever used by them to process your payment to us and they are not stored. Nobody will ever see or have access to your card details. When making a payment to us, look for the secure (https) sign in your browser window. This is usually located next to the url (web address) and shows you that the website you are shopping on is secure.

Do you offer discounts?

Yes we do, if you put more than one item in the basket you will benefit from a 10% discount at checkout. This will be a 10% discount on your whole basket value if you add two or more items to the basket. But should you return items that bring your order to below the threshold (ie. one item) then your refund will be calculated accordingly with no discounts.

Do you deliver internationally?

Yes, we ship to Europe and to all other international destinations. Full details of our pricing structure and shipping timeframes can be found on our delivery information page. If you have a question regarding our delivery service which you cannot see answered on our site please contact us.

Can I return something for an exchange or a refund?

We have a 14 day returns guarantee, full details of which can be found here. You are welcome to return anything to us within this period if you are not satisfied, as long as it falls within our terms and conditions.

My order has not arrived. What should I do?

Please check that there is nothing being held for you at your local post/sorting office in the first instance. Please also check that the estimated timeframe for delivery to your area has passed before contacting us. If you do not receive your order we will of course do whatever we can to check it for you.

Can I use my Loyalty Points on my next order?

Of course. Loyalty Points can be redeemed against any future order with us up to a set value of £50.00. You are free to use them when you like, provided they are used within one calendar year. After this time has passed any points kept in your account will be reduced to zero and you will have to collect them again on any additional purchases.

How do I look after my jewellery?

We want you to be happy with your purchase, but we also want you to remain happy with it for years to come, so below are some helpful tips to follow and make sure your jewellery is well looked after for the forseeable future.

  • Do not spray perfume or hair spray on the product.
  • The product should not be in contact with water or moisture.
  • Always store in polybags or a tight box after use if possible.
  • Keep out of reach of children.
  • The product may be delicate to extreme temperature change.
  • The product must not be put under any undue stress.
  • Fashion Jewellery is a delicate item of art and requires to be handled with great care.

Does your jewellery come gift wrapped?

We are sorry but our jewellery is only wrapped in tissue but we also sell a selection of gift boxes. We at PrettyCool think that most customers prefer not to have to pay extra for fancy gift boxes that sometimes cost more than the jewellery.

Do you offer a wholesale service?

Yes, we now offer a selection of our products at wholesale/trade prices to customers who sign up for a trade account with us, with some items available at less than half price. To sign up for a trade account with us please call us on 01438 545 181 to discuss your requirements. Alternatively, you can sign up for a regular account and email us to request that we give you access to our wholesale section.

Wholesale customers should note that we have a minimum order value of £200.

Do you have a newsletter I can subscribe to?

Yes we do. Our newsletter is completely free and as simple to join as entering your email address and clicking 'Subscribe'. You can find the form listed down the left side of our site as you browse.

We'll send you information on all the latest news at PrettyCool, including special offers, discounts, reduced items and much more. We'll never spam your inbox with unnecessary news and we'll never share your details with any third parties. Your information will stay secure with us and you can unsubscribe from our service whenever you like, no questions asked.