Welcome to the Pretty Gift Shop Help Center. We’re here to ensure your experience with us is as smooth and delightful as our gifts. Find instant answers to common questions below, or reach out to our friendly support team directly.
🔍 Quick Links: Find Your Answer Fast
Track Your Order:Â Click here to check your order status.
Start a Return/Exchange:Â Initiate the process here.
Contact Customer Service:Â Can’t find what you need? Reach out here.
📦 Order & Shipping
How long does it take to process and ship my order?
Standard Products:Â Typically shipped within 1-2 business days.
Customized/Personalized Products: Require extra love! Please allow 3-5 business days for production before shipping.
Shipping times depend on your location and chosen method. You will receive a tracking number once your order ships.
How can I track my order? Once your order ships, you will receive an email with a tracking number and a link to follow your package’s journey. You can also log into your account on our site to view your order status.
What are your shipping destinations and costs? We currently ship to the United States and Canada. Shipping costs are calculated at checkout based on your cart’s weight and your delivery address.
My order hasn’t arrived, but the tracking says delivered. Please first check around your property, with neighbors, or with your local post office. If you still cannot locate the package, contact us at hello@prettygiftshop.com with your order number, and we will do our best to assist you.
🎨 Customization & Personalization
How do I add customization to a product? On the product page, look for the personalization box. You can type in your text, upload an image, or select from available design options. Please preview your information carefully before adding to cart!
I made a mistake in my customization text. Can I fix it? Please double-check your customization carefully before ordering! As these items are made-to-order, we often cannot make changes or cancel orders once they are placed. If you realize a mistake immediately after ordering, email us at hello@prettygiftshop.com with your order number, and we will try to intercept the order—but we cannot guarantee it.
What file format should I use for uploaded images? For the best print quality, we recommend high-resolution .JPG or .PNG files.
đź’ł Payment & Pricing
What payment methods do you accept? We securely accept all major credit/debit cards (Visa, MasterCard, American Express, Discover) through our payment gateway, as well as PayPal.
Is my payment information secure? Absolutely. We use industry-standard SSL encryption to protect your data. All payment card information is processed directly by our PCI-compliant third-party payment processors—we never store your full card details on our servers.
The price in my cart is different from what I saw. Prices are subject to change. The final price is always the one reflected in your cart at the time of checkout. Occasionally, browser caching may show an old price; refreshing the page should resolve this.
What is your return policy? We have a 30-day return policy for standard, non-personalized items in original, unused condition.
Due to their custom nature, we cannot accept returns or offer refunds for personalized items (e.g., mugs with names, custom t-shirts) unless they arrive defective, damaged, or are incorrect due to our error. Please see our full Returns & Refunds Policy for complete details.
How do I start a return or report a damaged/defective item?
Provide your Order Number and a clear photo/video of the issue (for damaged/defective items).
We will provide you with further instructions and a return authorization if applicable.
How long does a refund take? Once we receive and process your returned item (for standard goods) or approve your claim, your refund will be issued to your original payment method. It may take 5-10 business days for the refund to appear on your statement.
👤 My Account
How do I create an account? You can create an account during the checkout process or by clicking “My Account” in the top menu and selecting “Register.”
I forgot my password. How can I reset it? Click “My Account” and then “Lost your password?” You will receive an email with a link to create a new password.
âť“ Still Need Help? We’re Here for You!
We’ve tried to cover the most common questions, but we know yours might be unique. Our dedicated customer happiness team is just an email away.
