Shipping policy

Last Updated: September 15, 2026.

Thank you for shopping with Pretty Jen Collection. We want your order to arrive safely and as quickly as possible.

Many Pretty Jen Collection products are individually made to order. Our silk scarves, bandanas, and certain other products may be manufactured and fulfilled by our production partner in England, United Kingdom, and shipped directly to you.

This Shipping Policy explains our production times, estimated delivery times, tracking, international shipping, customs and duties, and what to do if there is a problem with your delivery.

1. Made-to-Order Production

Many Pretty Jen Collection products are made to order especially for you rather than taken from mass-produced inventory.

After your order is placed and payment is confirmed, it is submitted for production. Your item may then be printed, cut, sewn, finished, inspected, packaged, and prepared for shipment.

Because of this process, please keep in mind that:

Production time and shipping time are separate.

The estimated shipping or transit time begins after your product has completed production and has been handed to the shipping carrier.

Most orders are typically produced within approximately 1–3 business days, although production may occasionally take longer depending on the product, order quantity, demand, holidays, or other circumstances.

2. Where Our Products Ship From

Many Pretty Jen Collection products are manufactured and fulfilled in England, United Kingdom.

This means that even though Pretty Jen Collection is a U.S.-based business located in Long Beach, California, your package may be shipped directly from England to your delivery address.

This direct-to-customer fulfillment process allows us to offer individually made products without maintaining large quantities of pre-produced inventory.

3. Estimated Delivery Times

After production is completed, most orders are shipped using a tracked delivery service.

Typical delivery after dispatch is approximately:

United States: 2–5 business days
Canada: 2–5 business days
United Kingdom and Europe: approximately 2–5 business days
Australia and Japan: approximately 2–5 business days
Other supported international destinations: typically 3–7 business days

These estimates refer to shipping time after production.

For example, an item requiring 1–3 business days for production followed by 2–5 business days in transit could take approximately 3–8 business days from production beginning to delivery under normal circumstances.

These are estimates rather than guaranteed delivery dates.

Remote destinations, customs processing, carrier disruptions, holidays, severe weather, unusually high order volumes, or other circumstances outside our control may result in longer delivery times.

4. Business Days

Business days generally mean Monday through Friday, excluding applicable public and bank holidays.

Production and delivery estimates generally do not include weekends or holidays unless otherwise indicated.

Orders placed late in the day, over a weekend, or during a holiday may begin processing on the next available business day.

5. Shipping Rates

Available shipping methods and applicable shipping charges are displayed during checkout based on your order and delivery destination.

Shipping charges may vary depending on:

Delivery country or region
Product type
Package size and weight
Number of items ordered
Available shipping service
Destination and accessibility

The shipping charge displayed at checkout is the shipping amount applicable to your Pretty Jen Collection order unless otherwise indicated.

Promotional or free-shipping offers, when available, may be subject to minimum purchase amounts, geographic restrictions, promotional periods, or other conditions.

6. Tracking Your Order

Most Pretty Jen Collection orders are shipped using tracked delivery services.

When tracking information becomes available, you will normally receive a shipping confirmation containing your tracking information or be able to access tracking through your order information.

Please allow some time after receiving your shipping confirmation for the carrier's tracking system to update.

Tracking information may initially show that a label or shipment has been created before the package receives its first physical carrier scan.

If you have not received tracking information or believe there is a problem with your shipment, contact us at:

prettyjenofficial@gmail.com

Please include your name and order number.

7. Shipping Carriers

Our fulfillment partners use established domestic and international shipping carriers. Depending on the destination and available service, your order may be transported by carriers such as FedEx, DHL, UPS, Royal Mail, or another appropriate delivery provider.

The specific carrier used for your order may depend on the destination, package size, service availability, and shipping method.

We cannot guarantee that a particular carrier will be used for an individual order.

8. Customs, Duties, Import Taxes, and Fees

Because many Pretty Jen Collection products are manufactured and shipped from England, orders delivered outside the United Kingdom may constitute international shipments and may be subject to customs procedures.

Where available, customs duties may be prepaid or incorporated into the fulfillment and delivery arrangement.

However, customs rules, tariffs, import taxes, administrative charges, brokerage fees, and other government-imposed charges vary by destination and may change.

Unless checkout specifically states that applicable duties and import charges have been collected or included, customers should be aware that additional charges may potentially be assessed by the destination country or shipping carrier.

Pretty Jen Collection does not control customs authorities and cannot guarantee whether a particular shipment will be assessed additional charges.

Where legally applicable and not already prepaid or collected at checkout, the recipient may be responsible for customs duties, import taxes, brokerage fees, or similar charges imposed by the destination country.

9. United States Orders

Pretty Jen Collection is based in California, but products fulfilled from England are international shipments entering the United States.

Applicable customs duties, tariffs, taxes, and import requirements are determined according to current U.S. law, the product's classification, country of origin, declared value, and other relevant factors.

Where duties or import charges are prepaid or otherwise covered through the shipping service, no additional payment should ordinarily be required from the customer for those covered charges.

If an unexpected customs or carrier charge is requested in connection with your Pretty Jen Collection order, please contact us at prettyjenofficial@gmail.com before refusing the shipment whenever reasonably possible so we can review the situation.

10. International Orders

Pretty Jen Collection may ship to selected countries and regions outside the United States.

Available destinations are determined by the shipping markets currently enabled on our website. If your country is available as a shipping destination during checkout, shipping options and applicable charges will generally be displayed before you complete your purchase.

International delivery times may vary because of customs clearance, local delivery networks, remote locations, holidays, or other circumstances.

Customers are responsible for providing any information reasonably required by local customs or delivery authorities to complete delivery.

11. Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully review:

Recipient name
Street address
Apartment, suite, or unit number
City
State, province, or region
Postal or ZIP code
Country
Telephone number, when requested

Because made-to-order products may enter production quickly, please contact us immediately at prettyjenofficial@gmail.com if you discover an error in your shipping information.

We will make reasonable efforts to correct the address before shipment, but we cannot guarantee that an address can be changed after an order has entered production or been dispatched.

12. Incorrect or Incomplete Addresses

Pretty Jen Collection is not responsible for delivery failures caused by an incorrect or incomplete address provided by the customer.

If a package is returned because of an incorrect address, missing apartment or unit number, unsuccessful delivery attempt, or similar customer-provided information, additional shipping charges may apply before the order can be shipped again.

Please contact us if you believe your package is being returned to sender.

13. Delivery Attempts and Signature Requirements

Depending on the carrier, destination, package value, or shipping service, a signature may be required for delivery.

If no one is available when delivery is attempted, the carrier may:

Attempt delivery again
Leave instructions for redelivery
Hold the package at a local collection point
Return the package to the sender after the carrier's holding period expires

Customers are responsible for following carrier instructions concerning missed delivery attempts.

14. Delivery Delays

Although most orders arrive within their estimated delivery period, delays can occasionally occur.

Possible causes include:

Customs inspections or clearance
Severe weather
Transportation disruptions
Carrier delays
Public or bank holidays
Labor disruptions
Remote delivery locations
Incorrect or incomplete addresses
Unusually high seasonal shipping volumes
Events outside our reasonable control

Pretty Jen Collection cannot guarantee a specific delivery date unless a service is expressly identified as guaranteed.

If your tracking information has not updated for an unusual period or your order is substantially beyond its estimated delivery window, please contact us so we can investigate.

15. Lost Packages

If tracking indicates that your package has stopped moving for an extended period or appears to have been lost in transit, contact:

prettyjenofficial@gmail.com

Please provide your name, order number, and tracking number, if available.

We will review the shipment and, where appropriate, work with the fulfillment provider or shipping carrier to investigate.

If the carrier confirms that an order was lost in transit, Pretty Jen Collection will determine the appropriate resolution, which may include a replacement or refund in accordance with applicable law and our store policies.

16. Packages Marked Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it, please:

Check around the delivery location, including entrances, porches, mailrooms, parcel lockers, reception areas, and other secure locations.
Check with household members, neighbors, building management, or reception staff who may have accepted the package.
Review the tracking information for delivery notes.
Contact the shipping carrier if appropriate.
Contact Pretty Jen Collection if the package still cannot be located.

Please report the issue to prettyjenofficial@gmail.com as soon as reasonably possible so we can assist with reviewing the shipment.

A carrier's "delivered" scan does not automatically prevent us from reviewing a legitimate delivery problem.

17. Damaged Packages or Products

Please inspect your order promptly after delivery.

If your package or product arrives damaged, defective, incorrectly produced, or you receive the wrong item, contact prettyjenofficial@gmail.com within 14 days of delivery.

Please provide:

Your name
Order number
Description of the problem
Photograph of the entire product
Clear photographs of the damage or defect
Photographs of the shipping packaging when relevant

Please do not discard the item or packaging and do not ship the product back until you receive instructions from Pretty Jen Collection.

Damaged, defective, and incorrect products are handled according to our Returns & Refunds Policy.

18. Multiple Items and Separate Shipments

If your order contains multiple products, the items may occasionally be completed or shipped separately.

You may therefore receive more than one package or tracking number for the same order.

Receiving one package does not necessarily mean that the remaining items in your order are missing.

19. Refused and Unclaimed Packages

If a customer refuses delivery or fails to collect a package that is being held by the carrier, the package may be returned to the sender.

Refunds for refused or unclaimed shipments will be evaluated after the circumstances of the return are determined.

Original shipping charges and costs associated with returning or reshipping a package may be non-refundable where the refusal or failure to collect the package was unrelated to a product defect, fulfillment error, or other issue for which Pretty Jen Collection is responsible.

This provision does not limit any rights available under applicable consumer law.

20. Order Cancellations

Because Pretty Jen Collection products may be individually made to order, production can begin shortly after an order is placed.

If you need to cancel an order, contact prettyjenofficial@gmail.com as soon as possible.

We will make reasonable efforts to cancel an order before production begins. Once production has started or an order has shipped, cancellation may no longer be possible.

Please see our Returns & Refunds Policy for options that may be available after delivery.

21. Returns

Please do not return an item to the address shown on the shipping package unless Pretty Jen Collection specifically instructs you to do so.

The shipping origin or fulfillment address may belong to one of our production or logistics partners and may not be the appropriate return address.

All returns must follow our Returns & Refunds Policy.

Contact prettyjenofficial@gmail.com before returning an item so that we can provide the appropriate instructions and return address.

22. Changes to This Shipping Policy

Pretty Jen Collection may update this Shipping Policy periodically to reflect changes in shipping services, manufacturing arrangements, carriers, destinations, customs requirements, business practices, or applicable laws.

The most current version will be posted on prettyjen.com, with the updated date shown at the top of this policy.