All items are sent via Evri with a tracking number, or Royal Mail. You will receive an email confirmation once you have placed your order and then a dispatch email with your tracking number once Pretty Pampas UK has posted your item(s). If the package is returned to the courier depot because the customer was not available to sign for the package, it is the customers’ responsibility to communicate with the courier to re-deliver or pick up their package. If the customer fails to arrange a re-delivery or pick up their package, or if all delivery attempts are made but delivery is not possible and it is returned back to Pretty Pampas UK, the customer will need to pay postage costs again for the item(s) to be posted again

Pretty Pampas UK provides the courier with contact information as provided by the customer at time of purchase. This information should be used by the courier to provide updates on the status of the delivery. If no correspondence is left by the courier regarding the shipment and it is returned to Pretty Pampas UK due to being unclaimed, it is still the customers’ responsibility to pay for the postage should they wish to have the order sent out again. If a customer inputs the wrong delivery address and the parcel is delivered to that address, it is the customers responsibility to retrieve the package

None of the delivery services offered are guaranteed but Pretty Pampas UK uses trusted and reliable couriers so delay/loss is rare. Pretty Pampas UK must be notified as soon as possible should the order not arrive within the estimated delivery window, and will arrange a replacement or refund once 14 calendar days have passed since the latest expected delivery date of the parcel. This allows Pretty Pampas UK time to investigate with the courier and try to get the original order to the customer, or begin a loss claim, before sending a replacement out. In the event that Pretty Pampas UK receives confirmation from the courier that the order has been lost, if sooner than 14 calendar days after the latest expected delivery date, Pretty Pampas UK will then arrange a refund or replacement. In the event of loss or delay, if a replacement order is sent out but the original order is subsequently delivered to the customer, it is the customers’ responsibility to inform Pretty Pampas UK and leave the order in the original packaging until informed otherwise

Standard shipping for the UK is £3.50 for small parcels and £6 for large parcels. Please note the Channel Islands is not covered by Evri despite being in the UK, and small parcels come at a higher shipping cost with Royal Mail of £5.20. Larger pampas grass needs to go via Parcelforce which is expensive at £85. Remote postcodes like Northern Ireland and Northern Isles are charged a remote postcode surcharge of £2.40 in addition to the UK standard shipping rate, hence the higher price of £5.40 for a small parcel and £8.40 for a large parcel

Please contact Pretty Pampas UK on prettypampasuk@gmail.com if you have any problems with your order

Though Pretty Pampas UK hopes to only hear positive feedback, it knows that some times things go wrong along the way. Pretty Pampas UK does not accept returns nor exchanges for dried pampas grass and bunny tails, however if the item(s) are broken or not as described, an exchange or refund will be offered. If the item(s) are broken, a couple of photos of the damage to the item(s) must be provided before disposal of the items to qualify for a resend or refund. Returns are accepted on faux pampas grass and vases at a cost to the customer. The refunded amount will be the item cost only, excluding the initial postage paid. The customer must report any problems or requests to return within 3 working days of the delivery date via email or the contact form

Please contact Pretty Pampas UK on prettypampasuk@gmail.com if you have any problems with your order

I do not store credit card details nor do I share customer details with any third parties other than the courier, Retainful, Stripe Gateway and PayPal. The courier (usually Evri or Royal Mail) will use your personal information to deliver your item(s). PayPal uses your personal information to register payment, and give Pretty Pampas UK the details to ensure successful delivery of your item(s). Retainful collects your information to send you a couple of abandoned cart email notifications if your purchase is abandoned after entering your email address

Pretty Pampas UK’s dried and faux grasses and vases are to be used as described. They are not toys and should be kept away from small children. Please keep all dark dyed grasses away from lightly coloured furnishings and carpets as Pretty Pampas UK will not be liable for any damage caused by colour transfer. Pretty Pampas UK’s dried and faux grasses are flammable so please keep them away from open flames. In line with the above, all Pretty Pampas UK products are used at the customer’s discretion and becomes the responsibility of the customer once received