PLT tracking

Online fashion logistics with 60,000 m² warehouse in Sheffield

PrettyLittleThing (PLT) relies on an elaborate logistics network to serve its customers worldwide. In the absence of physical stores, the company focuses its operations on high-capacity distribution centers that handle the receipt of online orders, product storage, package preparation, and shipping. In the UK, PLT has been operating a major warehouse of approximately 60,000 m² in Sheffield since 2018, managed in partnership with the specialized company Clipper Logistics. More than 1,000 employees prepare orders daily, assisted by automated sorting and management systems. This site, ideally located near the M1 motorway, allows for quick shipping across the UK (90% of the UK population is accessible within less than five hours of driving).

In August 2023, to improve delivery times in North America, PrettyLittleThing opened a new large-scale warehouse in the United States, in the state of Pennsylvania. This distribution center of approximately 93,000 m² (nearly one million square feet) allows for local storage of items intended for the North American market and shipping orders without transiting through the UK, significantly reducing transit times to American customers and avoiding import formalities for these domestic shipments. Thanks to these strategic logistics infrastructures, PLT has a solid base to handle a high volume of orders and ensure efficient shipping to multiple countries.

Order processing

When an order is placed on the PrettyLittleThing website, it is immediately transmitted to the warehouse responsible for its preparation. The fulfillment phase mobilizes logistics teams who proceed to pick the items from stock according to the order list. Warehouse management computer systems optimize this process by indicating to the preparers the exact location of each product. Once all items are gathered, they are carefully packaged: PLT uses suitable packaging, such as plastic bags or cardboard boxes in the brand's colors, which protect the products during transport.

Each package is then labeled with the customer's delivery address and a unique tracking number. Ready-to-ship packages are handed over to partner carriers directly from the warehouse loading dock. PrettyLittleThing strives to ship the majority of orders within 24 hours of validation (excluding weekends and holidays) to meet the announced delivery times. A shipping confirmation is sent to the customer as soon as the package has left the warehouse, including the tracking number and order summary.

Delivery options for customers

To meet the varied needs of its clientele, PrettyLittleThing offers several shipping options with differentiated speeds and services:

• Standard delivery: the basic, economical option that ensures package delivery within a few business days. It is the default delivery mode, favored for its reduced cost, with an average lead time of about 2 to 4 days on the domestic market (variable depending on the exact destination).
• Express delivery (next day): an accelerated service allowing the order to be received the next business day after purchase. If the order is finalized before the daily cutoff time, PLT arranges for it to be immediately handled and delivered the next day, offering a convenient solution for last-minute or urgent purchases.
• Premium delivery: a high-end option guaranteeing delivery within a specified timeframe (for example, within 1 to 2 guaranteed days). This premium service is useful for customers with specific time constraints, as it ensures priority shipment of the package. The availability and terms of premium delivery may vary depending on the customer's location.
• Scheduled delivery: in some cases, PLT offers the possibility to choose a specific delivery date in advance. The customer can schedule their shipment to be delivered on an agreed day, up to ten days in advance in areas where this service is offered. This flexibility allows receiving the package at the most convenient time.
• Pickup point delivery: a practical alternative where the package is shipped to a collection point (local store, locker, or post office) selected by the customer. The lead time is generally similar to standard delivery (a few days). The recipient can then pick up their package at their convenience, without needing to be present at home during the delivery attempt.
• International delivery: PLT ships to many foreign countries via standard international delivery. Delivery times outside the country of origin depend on the distance and any customs formalities: they can range from a few days for Europe to several weeks for more distant destinations (America, Asia, Oceania, etc.). For some countries, international express options are also available, significantly reducing transit time.

It should be noted that during peak periods (such as "Black Friday," sales, or year-end holidays) and in case of exceptional circumstances, delivery times may be slightly extended compared to normal, even with fast options. Additionally, PrettyLittleThing offers a loyalty program called PLT VIP: it is a paid annual subscription granting unlimited standard delivery for one year (and sometimes discounts on express deliveries). This service aims to encourage the loyalty of regular customers by offering free standard shipping and priority dispatch.

Collaboration with reliable carriers

To deliver orders to customers, PrettyLittleThing collaborates with several recognized carriers, chosen for their reliability and geographic coverage. This diversification allows PLT to effectively cover both local deliveries and international shipments. Among the main partners are:

• DHL: an international carrier offering a very extensive global network. DHL tracking numbers generally consist of a series of about ten alphanumeric characters (often starting with letters like GM or RX , followed by numbers).
• UPS: a major logistics player, particularly for express parcels. UPS tracking numbers are composed of 18 characters (a mix of letters and numbers), typically starting with 1Z followed by a series of numbers and letters.
• FedEx: a specialist in global express delivery. FedEx shipments have a tracking number of 12 to 15 digits, sometimes accompanied by letters. The exact format depends on the service used (for example, a FedEx Ground tracking often starts with 1 followed by numbers).
• Royal Mail: the historic postal service of the UK, used for many domestic and international shipments. A Royal Mail tracking is generally composed of 13 characters, starting with two letters, followed by nine numbers, and ending with two letters (e.g. AB123456789GB ).
• Hermes: a private carrier present in the UK and Europe (known as Evri in the UK). Hermes tracking numbers have a variable length and combine numbers and letters according to a format specific to this carrier.
• USPS: the national postal service of the United States, often used for the final delivery of parcels shipped to the US. USPS tracking numbers are generally long (around 20 digits) and may start with a series of letters and numbers, followed by a longer sequence of numbers.

Depending on the destination country, PLT may also involve other logistics operators or local postal services for the last segment of delivery. For example, a package shipped from the UK to France may be handed over to La Poste (Colissimo) once it arrives on French territory, to be distributed locally. The use of multiple partner carriers allows PrettyLittleThing to optimize delivery times and reliability.

Each package is assigned a unique tracking number as soon as it is taken over by the carrier, providing complete transparency on its journey. Customers can track the progress of their order in real-time and know at any time where their package is, from the warehouse departure to arrival at the destination.

Shipment tracking system

Shipment tracking is a central element of the customer experience offered by PrettyLittleThing. As soon as an order is shipped, a tracking number is communicated to the customer (either via the shipping confirmation email or in the "My Account" section of the PLT site. This number, unique to each package, can be used to check the delivery progress. The customer has two options) either track their package directly on the carrier's website (by entering the number on the concerned carrier's tracking platform), or use the tracking tool provided on the PrettyLittleThing website. Indeed, the "Order Tracking" section of the site allows obtaining updates by simply entering the order number and postal code or email address, without having to navigate external sites.

Throughout the package's transit, the tracking displays various key stages, reflecting its logistical journey. These tracking statuses allow knowing, for example, when the package was taken over by the carrier, if it is in transit via a sorting center, if it is out for delivery, or if exceptions (delay, incorrect address, etc.) have occurred. PrettyLittleThing uses clear tracking terminology, often based on information provided by carriers. (See the summary table of the main tracking statuses and their meanings below.) Note that detailed tracking is only available after the effective shipment of the order: as long as the package has not left the warehouse, the status may remain in preparation without updates. Moreover, if an order is shipped in multiple packages (split shipments), each package will have its own tracking number and may progress differently, meaning delivery statuses may vary from one package to another for the same order.

International deliveries and customs formalities

PrettyLittleThing operates globally and delivers to customers in many countries, including the UK, Europe (France, Germany, Ireland, etc.), North America (United States, Canada), Oceania (Australia, New Zealand), as well as the Middle East and some regions of Asia. To ensure these international shipments, PLT relies on its centralized logistics network in the UK and reliable international carriers. Delivery times abroad vary significantly depending on the destination: a package sent to a neighboring European country will generally reach the customer in less than a week, while a shipment to another continent (for example, Australia or North America) may take between one and two weeks, or more for very distant or less frequently served destinations. However, the opening of the distribution center in the United States has significantly improved times for North America, with US orders being deliverable in a few days from Pennsylvania without the constraints of a long transatlantic transit.

Regarding customs formalities, PrettyLittleThing covers import duties and taxes for deliveries to the European Union. Thus, a customer ordering from France or any other EU member country has no customs fees to pay upon receipt the package is shipped "Delivered Duty Paid," which greatly simplifies delivery. Outside the EU, however, shipments may be subject to customs duties and import taxes according to the regulations of the destination country and the order value. In these cases, the carrier or customs authorities of the destination country may contact the recipient for payment of fees before final delivery. These potential costs, variable from one country to another, are the responsibility of the customer and beyond PLT's control. During holiday or sales periods, these formalities, combined with a very high volume of international parcels, may cause additional delays. Nevertheless, PLT strives to provide customers with transparent information on international shipping, notably through its country-specific websites, so they can anticipate potential delays or additional costs.

Item return process

Logistics do not stop at delivery: PrettyLittleThing has also implemented an efficient process for managing returns, an integral part of the online shopping experience. If an item is unsuitable or defective, the customer can return it to PLT within a certain period after receipt (usually a few weeks, depending on the applicable conditions). To initiate a return, the customer goes to the PLT website or app and registers the return request from the customer area, selecting the order and items concerned. A prepaid return label is then generally generated: the customer must print it and attach it to the return package. Then, the package can be dropped off at a pickup point or post office, or handed over to a courier, depending on the provided instructions (often, the return mode uses the same carrier or network as the initial delivery). In some countries, PrettyLittleThing offers free returns (no shipping fees for the customer), while in others, reasonable fees may be deducted from the refund or remain the customer's responsibility when affranchising the return package.

Once the returned package is shipped, it transits to PrettyLittleThing's logistics center where the merchandise is received in the returns area. The returned items are inspected by the dedicated team to verify their condition (unworn product, tags still attached, etc.). If everything is in order, the item is repackaged and reintegrated into stock to be sold again. In parallel, the return logistics service transmits the information to the customer service so that a refund is issued (or a credit, according to the offered choice) as soon as possible. The smooth management of this reverse logistics is crucial for PLT: it allows maintaining customer satisfaction by quickly processing refunds, while optimizing the recycling of returned items into the sales circuit.