PLT tracking

What is PrettyLittleThing?

PrettyLittleThing, often abbreviated PLT, is a British online fashion platform specialized in clothing, shoes and accessories for women. Founded in 2012 by brothers Umar and Adam Kamani in Manchester, the company quickly established itself as one of the major players in global fast fashion. Originally, PrettyLittleThing started as a site exclusively dedicated to accessories before transforming into a complete fashion brand offering trendy collections at particularly affordable prices.

The platform primarily targets a female clientele aged 16 to 35, sensitive to the latest trends and value for money. PLT's positioning is based on constant renewal of its catalog, with several thousand new items added each week to follow the latest fashions from social networks and celebrities. This ultra-fast fashion strategy has allowed the brand to conquer millions of customers worldwide, particularly through intensive marketing presence on Instagram, TikTok and other social platforms.

• Date of creation: 2012, in Manchester, United Kingdom, initially under the full name PrettyLittleThing.com
• Founders: Umar Kamani and Adam Kamani, sons of Mahmud Kamani, co-founder of the Boohoo group
• Headquarters: 49-51 Dale Street, Manchester, England, M1 2HF
• Parent company: Debenhams Group (formerly Boohoo Group), which acquired 100% of the brand in 2020
• Global presence: Sales in more than 100 countries via 12 local and international websites
• Staff: Approximately 700 employees spread across 5 continents, including Europe, North America and Asia

The history of PrettyLittleThing is closely linked to that of the Boohoo group, founded in 2006 by Mahmud Kamani and Carol Kane. In 2017, Boohoo acquired a majority stake of 66% in PLT, before buying back the entire brand for approximately 336 million dollars. This acquisition allowed PrettyLittleThing to benefit from the group's logistics infrastructure and e-commerce expertise while maintaining its distinctive brand identity and young, trendy positioning.

In April 2023, Umar Kamani stepped down as CEO of PrettyLittleThing after twelve years leading the company he co-founded, announcing he wanted to pursue new challenges. However, in September 2024, he announced his return to leading the brand, marking the beginning of a new chapter for the fast fashion giant. This return comes at a time of transformation for the group, which has been renamed Debenhams Group and is now exploring different strategic options for its brands.

Financially, PrettyLittleThing experienced spectacular growth since its creation, reaching annual revenues exceeding 700 million pounds sterling at its peak. However, the company has recently faced economic challenges, with a decline in its revenues in recent years. This evolution reflects the broader difficulties of the fast fashion sector in the face of changing consumer behavior and inflationary pressures.

In which countries does PrettyLittleThing deliver?

PrettyLittleThing operates globally and delivers to its customers in more than 100 countries spread across all continents. The brand has localized websites for its main markets, offering a shopping experience adapted to each region with prices in local currency, specific delivery options and customer service in the country's language. This localization strategy allows PLT to offer an optimized experience according to the destination.

The United Kingdom is PrettyLittleThing's main market, representing approximately 81% of the brand's online revenue. British customers benefit from the shortest delivery times and the widest range of delivery options, thanks to proximity to the main warehouse in Sheffield. Ireland is also served with favorable conditions given its geographical proximity to the United Kingdom.

• United Kingdom: Main market with delivery within 2 to 4 days standard, next-day express options available
• France: Dedicated site prettylittlething.fr with home and parcel point delivery
• Germany: Localized site with delivery options adapted to the German market
• Spain and Italy: Delivery available via local sites or the international site
• United States: Major market with dedicated warehouse in Pennsylvania since 2023
• Australia: Dedicated site with optimized international delivery for Oceania
• Middle East: Delivery to the United Arab Emirates, Saudi Arabia and other countries in the region

For European destinations, delivery times generally vary from 3 to 10 working days depending on the country and delivery method chosen. For shipments to North America, the opening of the distribution center in the United States in August 2023 significantly improved delivery times, allowing American customers to receive their orders in just a few days without transiting through the United Kingdom.

For territories not directly served by PrettyLittleThing, international reshipment services allow customers in these regions to order from PLT by having their purchases delivered to an intermediate address in the United Kingdom or Europe before reshipment to their home.

For countries not directly served by PrettyLittleThing or benefiting from less favorable delivery conditions, alternatives exist through international reshipment services. These providers offer a delivery address in the United Kingdom or Europe, receive PLT packages and then reship them to the customer's final destination, for an additional fee. This solution makes it possible to access PrettyLittleThing collections from almost any country in the world.

What carriers does PrettyLittleThing use?

To deliver orders to its customers, PrettyLittleThing works with a diversified network of recognized carriers, selected based on their reliability, geographical coverage and value for money. This multi-carrier strategy allows PLT to effectively cover both local deliveries in the United Kingdom and international shipments to more than 100 countries worldwide.

The choice of carrier is generally determined automatically by PrettyLittleThing based on several criteria: the country of destination, the delivery method selected by the customer, the weight and volume of the package, as well as the availability of services at the time of shipment. The customer does not always have the option to choose their preferred carrier, but can influence this choice by opting for certain specific delivery options.

• Evri (formerly Hermes): Major private carrier in the United Kingdom and Europe, widely used for UK domestic deliveries and shipments to mainland Europe. Evri tracking numbers have variable length combining numbers and letters according to a format specific to this carrier.
• DHL: International carrier with a very extensive global network, preferred for express deliveries and remote destinations. DHL tracking numbers generally contain about ten alphanumeric characters, often beginning with letters like GM or RX followed by numbers.
• Royal Mail: Historic postal service of the United Kingdom, used for many domestic and international shipments from the United Kingdom. Royal Mail tracking generally consists of 13 characters with the format two letters, nine digits, then two letters, for example AB123456789GB.
• UPS: Major logistics player, particularly for express packages to North America and certain European destinations. UPS tracking numbers are composed of 18 characters mixing letters and numbers, typically starting with 1Z followed by a series of digits and letters.
• FedEx: Specialist in worldwide express delivery, used for priority international shipments. FedEx shipments have a tracking number of 12 to 15 digits, sometimes with letters depending on the service used.
• USPS: United States national postal service, used for final delivery of packages shipped to customers from the Pennsylvania warehouse. USPS tracking numbers are generally long, around 20 digits.

For deliveries in continental Europe, PrettyLittleThing packages can be transported by different carriers depending on the option chosen and the country of destination. Parcel point delivery generally uses local networks of pickup points, while home delivery can be provided by DHL, Evri or other partners. Once it arrives in the destination country, the package may also be handed over to national postal services for final distribution, particularly for rural destinations or areas less covered by private carriers.

Each package shipped by PrettyLittleThing is assigned a unique tracking number when taken over by the carrier. This number is communicated to the customer via the shipping confirmation email and allows you to track your order in real time. Tracking can be checked directly on the PrettyLittleThing website in the My Account section, or on the website of the carrier concerned using the provided tracking number.

What are PrettyLittleThing's delivery times?

PrettyLittleThing offers several delivery options with varying timescales to suit each customer's needs. The advertised timescales depend on the country of destination, the delivery method selected and the time the order is placed. It is important to note that these timescales are expressed in working days, generally excluding weekends and public holidays.

PrettyLittleThing offers several delivery modes adapted to each market. The company strives to ship the majority of orders within 24 hours of validation, which helps maintain competitive delivery times in the online fashion market.

• Standard European delivery: 3 to 10 working days after shipment depending on the destination country. This economical option is the default choice and offers the best value for money for non-urgent orders.
• Express European delivery: 2 to 4 working days depending on the country. This accelerated option is suitable for last-minute purchases or when an event is approaching.
• Parcel point delivery: Available in many European countries. The package is delivered to the pickup point chosen by the customer, who generally has 10 days to collect it.
• Standard international delivery: Up to 13 working days for destinations outside Europe, varying depending on geographical distance.

In the United Kingdom, PrettyLittleThing's domestic market, customers benefit from even shorter delivery times thanks to proximity to the Sheffield warehouse. Next-day delivery is available for orders placed before the daily deadline, while standard delivery generally takes 2 to 4 working days. Some areas even benefit from same-day delivery options in specific time slots.

In the United States, the opening of the distribution center in Pennsylvania in August 2023 transformed the experience for American customers. Previously, orders had to transit through the United Kingdom with delays reaching up to two weeks. Now, items stocked locally can be delivered in just a few days, with express options allowing rapid reception without the constraints of transatlantic shipping.

During peak periods such as Black Friday, summer and winter sales, or end-of-year holidays, delivery times can lengthen significantly, even with express options. PrettyLittleThing generally warns its customers of these potential delays at the time of order and recommends planning major purchases in advance during these periods. Order volumes can indeed be multiplied several times during these major commercial events.

What are PrettyLittleThing's delivery charges?

PrettyLittleThing applies a delivery tariff schedule that varies according to the country of destination, the delivery method chosen and sometimes the total amount of the order. Charges are clearly displayed at checkout, allowing the customer to know the total cost before validating the purchase. The brand regularly offers promotions on shipping costs, particularly promo codes offering free shipping or discounts on certain options.

Shipping rates vary according to the destination country and delivery method chosen. These amounts can change and it is recommended to check current rates directly on the local site when ordering.

• Standard European delivery: Generally between 3 and 6 euros depending on the country, 3 to 10 working days delivery
• Express European delivery: Between 6 and 16 euros depending on the country and option, 2 to 4 working days delivery
• Parcel point delivery: Generally cheaper than home delivery, available in many European countries
• Standard international delivery: From 7.99 pounds sterling, delivery up to 13 working days

PrettyLittleThing also offers a loyalty subscription called PLT VIP which provides unlimited free shipping for one year. For less than 10 euros per year, or about 0.83 euros per month, VIP members enjoy free standard shipping on all home or parcel point orders. This subscription becomes profitable from the third order within the year and also offers priority access to new collections and exclusive offers.

Free shipping is sometimes offered without subscription during special promotions or from a certain order amount. These offers vary regularly and may be linked to commercial events such as Black Friday, sales or one-off marketing operations. Customers can also benefit from free shipping promo codes distributed on the brand's social networks or via affiliate partners.

For students, PrettyLittleThing offers exclusive discounts via Student Beans and Unidays programs. After verification of their student status, they can benefit from discounts up to 30% on their orders, sometimes including advantages on shipping costs. These programs aim to build loyalty among a young customer base particularly sensitive to prices and fashion trends.

Shipping costs to international destinations outside Europe are generally higher and depend on the geographical area. Customers from the United States, Australia or other distant countries should expect more significant shipping charges, partially offset by catalog prices often adjusted for each market. It is also important to take into account any customs duties and import taxes for shipments outside the European Union.

What are PrettyLittleThing's delivery options?

PrettyLittleThing has developed a complete range of delivery options to meet the different needs and constraints of its customers. Whether you want to receive your order quickly at home, pick it up at your own pace at a pickup point, or schedule delivery on a specific date, the platform offers solutions suited to each situation.

Home delivery remains the most common and convenient option for many customers. The package is delivered directly to the address provided when ordering, generally in a mailbox if the format allows or handed over by the delivery person. If you are absent, depending on the carrier, the package may be left with a neighbor, in a designated secure location, or the subject of a delivery notice for a new attempt or collection at a pickup point.

• Standard home delivery: Economical option with package delivery to the indicated address within 3 to 10 working days depending on the country. Suitable for non-urgent orders.
• Express home delivery: Priority shipping with receipt within 2 working days. Ideal for last-minute purchases or upcoming events.
• Premium or next-day delivery: Available in the United Kingdom and certain areas, allows you to receive your order from the next working day if placed before the deadline.
• Parcel point delivery (Click & Collect+): The package is sent to a local store, automated locker or post office chosen by the customer. Variable delivery time depending on the destination country.
• Scheduled delivery: In some areas, the option to choose a specific delivery date up to about ten days in advance.

Parcel point delivery represents a particularly appreciated alternative for customers who are unsure of being present at their home at the time of delivery. The pickup point network includes local businesses (tobacconists, convenience stores, dry cleaners), automated lockers accessible 24/7, and post offices. PrettyLittleThing relies on different parcel point networks depending on the countries, offering thousands of pickup points across Europe.

Once the package arrives at the pickup point, the customer receives a notification by email or SMS informing her that her order is available. She generally has 10 days to collect her package, with an ID. After this period, the package is returned to the sender. This flexibility allows you to collect your purchases at the most convenient time, including weekends for certain pickup points.

For deliveries in the United Kingdom, PrettyLittleThing offers even more varied options including same-day delivery in some major cities, delivery by appointment with choice of time slot, and delivery to Amazon Locker or other automated locker networks. These premium services reflect the maturity of the British e-commerce market and the high expectations of local consumers.

Regarding notifications and tracking, PrettyLittleThing keeps its customers informed throughout the delivery process. A confirmation email is sent as soon as the order is validated, followed by a shipping email containing the tracking number once the package is handed over to the carrier. Some options also allow you to receive SMS tracking or push notifications via the PLT mobile app, particularly useful for being alerted on the day of delivery.

What should I do if my PrettyLittleThing order is lost or damaged?

Despite the precautions taken by PrettyLittleThing and its partner carriers, it can happen that an order is lost in transit, delivered to the wrong address, or that items arrive damaged. In these situations, the brand has implemented clear procedures to resolve problems and fairly compensate its customers.

In case of a package not received despite a delivery status indicating that the package was deposited, the first step is to check with neighbors, the building caretaker or any secure location where the delivery person could have left the package. It is also recommended to check the mailbox even if the package seems too large, as some PLT packaging is flexible enough to fit inside.

• Complaint deadline: It is recommended to report any problem within 28 days of the order date to facilitate claim processing.
• Evidence to provide: Order number, tracking screenshots, photos of damaged items or packaging if applicable.
• Contact channel: Customer service via the online form, live chat on the site, or email to [email protected]
• Processing time: PrettyLittleThing generally undertakes to provide a response within a few working days.

For items received damaged, it is essential to document the problem with clear photographs showing the condition of the product and packaging upon receipt. These visual proofs will be requested by customer service to process the claim. It is advisable not to throw away the original packaging until the claim is resolved, as it may contain useful information about shipping conditions.

PrettyLittleThing generally offers two types of resolution in case of proven problem: sending a replacement item if it is still available in stock, or full refund of the product concerned. In some cases, credit in the form of store credit may be offered, with an additional 10% bonus compared to the value of the standard refund. This credit never expires and can be used on any future order.

If the customer feels that her complaint has not been handled satisfactorily by standard customer service, she can escalate the issue by contacting PrettyLittleThing via social networks. Many consumers testify to the brand's responsiveness on Twitter, Instagram and Facebook to resolve disputes. A public message drawing the brand's attention can sometimes accelerate the processing of a complex complaint.

For international orders, complaint deadlines and procedures remain similar, but delays in postal delivery should be taken into account when assessing the delay. An international package can take up to 13 working days to arrive, or even longer in case of customs inspection. It is therefore recommended to wait for the maximum advertised deadline to be exceeded before contacting customer service to report a package not received.

How to contact PrettyLittleThing?

PrettyLittleThing has developed a multi-channel customer service strategy allowing its customers to choose the contact method best suited to their situation and preferences. The brand particularly relies on its digital presence and responsiveness on social networks, in line with the communication habits of its young and connected customer base.

Live chat is often the fastest way to get a response. Accessible from the PrettyLittleThing website, it connects you with a virtual assistant capable of answering common questions about orders, deliveries and returns. If the situation requires human intervention, the conversation can be transferred to a customer service advisor available during business hours.

• Customer service email: [email protected] for general requests, [email protected] for French customers
• Phone: +44 203 514 2920 (UK number), to be used taking into account the time difference
• Live chat: Available on the website via the chat icon, access to a virtual assistant then possibility of transfer to an advisor
• Contact form: Accessible from the Contact section of the site, allows you to detail your request and attach supporting documents
• Mailing address: PrettyLittleThing.com Ltd, 49-51 Dale Street, Manchester, England, M1 2HF

Social networks represent a privileged contact channel for PrettyLittleThing, which has built its reputation largely through its presence on Instagram, TikTok, Facebook and Twitter. The brand's social media teams are particularly responsive and can help resolve order or delivery problems via private messages. Many customers report having obtained quick responses and satisfactory solutions by contacting PLT this way.

For requests related to a specific order, it is recommended to always include the order number in the message, as well as the email address used at purchase. This information allows customer service to quickly identify the file and provide a personalized response. In case of a claim concerning a defective or damaged item, attaching photographs significantly speeds up processing.

PrettyLittleThing's online help center is a valuable resource for finding answers to the most frequently asked questions without having to contact customer service directly. Accessible from the FAQ section of the site, it covers many topics: order tracking, returns and refunds, sizes and measurements, payment methods, site or app technical issues. This knowledge base is regularly updated and often allows you to resolve simple questions in just a few clicks.

For commercial requests, partnerships or press relations, PrettyLittleThing has dedicated email addresses and contacts separate from public customer service. Influencers wishing to collaborate with the brand, journalists requesting information, or companies offering partnerships are invited to use the appropriate channels indicated on the brand's corporate website.

In terms of availability, PrettyLittleThing's customer service operates primarily on British time zones, which may create a slight lag for customers in other time zones. Live chat and email responses are generally faster on weekdays during British business hours. For urgent requests outside these hours, social networks can sometimes offer a more responsive alternative.

Understanding tracking statuses

When you track a PrettyLittleThing package online, different statuses may appear reflecting the stages of your order's journey. This information comes from partner carriers and is updated each time the package is scanned in the logistics network. Here are the main statuses and their meaning: