Returns policy changed - PLT and losing money

[gem90xo]

I have just gone to return an order from Pretty Little Thing worth over £250 and the returns portal wouldn’t let me. When I spoke to someone in customer service they advised that the returns policy changed from 28 days to 14 days in February. It was been 28 days for years and this seems extremely unfair given that they didn’t notify customers about this via email (I goggled to double check, in case I may have missed the email).

I’ve asked for them to make an exception but they are not budging. Do I have a leg to stand on? Apparently this is legal (when asking chat GPT) but could be unfair / misleading under the Consumer Protection from Unfair Trading Regulations 2008.

has anyone been in a situation like this before? Do you think I will have any luck claiming back via my bank / credit card if PLT don’t help? I’ve never done this before.

most of the items are the same and just multiple sizes as they’re sizing is so off!

I have also just found out a week ago that I’m pregnant so this is even more frustrating as I can’t afford to lose over £250.

I would be grateful for any advice.

Thank you

Not one item fits out of an entire £250 order? Are the clothing items not the same measurements as stated on their size guide? Surely if they’re not then they’re not as described and should be accepted as a return.

And most of it ends in landfill.

It could be only two or three items, not everyone buys cheap

As an aside do you always trust ChatGPT to give you correct answers? Those things lie and make things up when it can’t find an answer.

Maybe don’t buy excessive clothing you don’t intend to keep.

No I don’t always but in this instance the information has been pulled from the gov uk website regarding customer rights.

As I mentioned I am pregnant and struggling with my sizing at the moment. I would hardly call it excessive trying to order a few new outfits for a holiday. Not sure why you felt the need to add such an unhelpful comment at the end?

Thank you for actually answering my question and being helpful :)

Well it will now as I’m unable to return it but thank you for your pointlessly judgemental comment - I hardly think it’s an extreme amount to spend when trying to find a correct size

So you’ve currently got two orders you want your money back for; one you informted them of after 3 days but still took the full 28 days to actually put in the post, and another which you didn’t inform them of until after 14 days… and you’re wondering why they have changed their return policy to the legal minimum now?

You. You are the reason why. People like you; multiple orders and then multiple returns, all at the last minute of fast fashion which they then can’t resell and it ends up in landfills.

Stop buying cheap fast fashion. Buy fewer clothes of good quality.

I don’t buy anything from PLT after once placing an order, immediately realising I’d put the wrong delivery address in, trying to alter it immediately, unable to do so online, trying to email, chat and phone them and getting zero response thus losing £50

Well, they didn’t.

Thats terrible, they are useless and I also won’t be buying from them again.

By putting their terms clearly on their website they have let people know.

The terms are there and when you place the order you are deemed to have accepted them.

PLT has always been well known for being a cheaper, fast-fashion type retailer which is why I made the comment. I am well aware that not everyone “buys cheap”, although there is absolutely nothing wrong with that regardless. There was no need for your snobbish remark. My point still remains, if their sizing doesn’t match the measurements stated then that is still grounds for a refund.

None of this makes sense. You ordered multiple sizes over 2 weeks ago because of pregnancy but you found out you were pregnant a week ago? You ordered £250 of clothes to be delivered while you were on holiday? If you're making some kind of legal / moral case to PLT you need to get your story in order.

Or just put it on Vinted / FB selling groups.

I think it’s a good thing to have stronger rules on this. The whole buying and returning things is completely out of control. It’s a sustainable nightmare and we know most garments that are returned go to landfill.

They do. They have a whole section on their website giving information on their returns process. They literally do let people know.

Yeah, it's stories like these that have made me stop buying anything new that isn't shoes/underwear/uniforms. Anything I want to get rid of goes on on Vinted so I know it's going in the UK to someone who wants it.
https://www.theguardian.com/world/2025/jun/18/discarded-clothes-from-uk-brands-dumped-in-protected-ghana-wetlands

If sizing was even close to consistent even across the same brand then people wouldn’t need to do this. I don’t shop at PLT but I bought 2 tops exactly the same but different colours in a size 12 from another shop recently… one fit and one didn’t 🤷🏻‍♀️. So I don’t think people can be blamed for ordering multiple sizes.

They did let people know - it's on their receipts and as some people have said, they have received an email so one must have gone out. If you missed it or it went into your spam, that's on you.

What’s the alternative when sizing is so inconsistent and stock in stores is non existent? Particularly if you’re above about a size 18.

There has also been a huge increase in people returning items that do not fit/do not work or any other reason after the event they were supposed to be worn/used for, when the reality is they were used/worn and the customer no longer wants/needs them. Or the customer didn't need it so now wants to return it.
Holiday clothes, worn once return for refund
World book day/Halloween costume worn briefly returned saying doesn't fit
Fairy lights returned after Xmas, Xmas tree returned after Xmas.
Next week will see the return of tents, folding chairs etc, that were all apparently broken but unable to be returned before going to Glastonbury.
The truth is retailer's have had to tighten up their returns policy because too many people take advantage of it to get something for nothing

Are you unable to read and understand the OP?

No, she ordered multiple sizes over 2 weeks ago because sizing is inconsistent. She’d already decided to send the items back at this point.

She found out she was pregnant a week ago and because of that, £250 lost seems more significant.

That said, it would seem like PLT have sent out emails to let people know, so she’s probably stuck.

You’ll be absolutely wasting your time taking this further. Distance selling laws state you have 14 days to cancel an order and obtain a refund. So PLT were being very generous offering 28 days. The onus is on the customer to check the companies terms and conditions when purchasing. As others have said try and re coup your money on vinted

Thank you - I’m not sure why that needed to be pointed out in the first place or why it has any relevance @FKATI wasn’t trying to my case around being pregnant. I just mentioned that it makes the loss of money even more frustrating but thanks for trying to be some kind of investigator.