FAQs | Pretty Kitty Charms

Is your packaging discreet?

Yes! There is no logo or branding on the package you will receive. All of our items are shipped in a plain pink mailer. However, if you would like your order to be sent in a more neutral colour mailer (e.g. Black / White), just let us know in the notes of your order!
What charms are available to personalise my item with?

We have a bunch of charm options to choose from! Alphabet letters Numbers Flower Heart Butterfly Star Skeleton Crown Bunny
Is it possible to see a preview of an item before I buy?

Yes! Simply send us a DM on instagram @prettykittycharms or send us an email at prettykittycharms@hotmail.com and we can provide you with a preview of how your item will look! Be as specific as you can, so we can get it just right for you!
How long will my order take?

All of our items are made to order. Therefore they take a little more time to process. We ship all of our orders within 5 days of ordering. However, we always try our best to get it done sooner! 💕 (Please note. Pre-order items have a longer processing time. For a more accurate estimate send us a message at prettykittycharms@hotmail.com)
Is there a limit to how many charms I can personalise my item with?

Yes! We can only fit so many charms on each piece. These limits vary dependent on the piece being purchased. The charm limit is indicated in the customisation text box. If your request exceeds the limit however, send us a message on our website chat to see whether we can make it fit for you! 💖
I have received a faulty item. What do I do?

We always, always, always make sure to triple check our items before we send them. However, on the rare occasion, there may be a fault in the item. If there is a fault in the item, please contact us as soon as possible through our email prettykittycharms@hotmail.com. We aim to respond within 48hrs. Please provide us with your order number, a brief description of the fault and a photo of the faulty item. Following an investigation, we will replace a faulty item as soon as possible for you. We want to make sure you're happy with your order!
I need help with the sizing.

Each of our pieces have a size guide on the product page to help you decide what size you need. Please contact us if you need any help with sizing on our website chat or by email prettykittycharms@hotmail.com
When are your restocks?

Sign up for restock notifications on the product page and we will send you an email as soon as we restock!
Is it possible to return my item?

Due to all of our items being made to order we unfortunately cannot accept returns. We do want you to feel happy with your order, so please contact us and we will try our best to resolve the issue. 💖 Contact us at prettykittycharms@hotmail.com
I would like to check on the progress of my order?

Let us know your order number and we'll get back to you ASAP