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Help & Contact

Please select the subject below and click for more information.

How do I place an order?

Placing an order is easy! Once you have seen an item that you want to buy, choose your size, colour (where relevant) and quantity, and then simply click 'Add to Bag'.

When you have added all of your items into the shopping bag, press the checkout button and follow the straight forward on screen prompts.

If you have any problems please contact our customer service department: enquiries@little-mistress.co.uk. Alternatively, you can use the Contact Us form.

How do I know if an item is in stock?

Items shown on the website are in stock. However, there may be times, particularly during Sale time, when a certain size may be out of stock.

In this instance, when you try to add an item to your shopping bag an 'out of stock' message will appear.

You will then have the opportunity to select another size, a different item or to select the option that will email you when/if it comes back into stock. 

Can I place an order on the phone?

Yes, just give us a call on 0845 5240 265.

Can I provide a different delivery address to my card address?

Yes. As a registered user, once you log in you can store and manage multiple addresses in the Address Book section on your account.

How do I know you have received my order?

Once you have completed your order, you will see a confirmation page with an order number reference. You will also receive an order confirmation email to the email address that you supplied when you registered with the website.

I didn't receive a confirmation email, what should I do?

Confirmation emails are dispatched automatically by our system; however we cannot control how quickly your email provider will take to deliver the mail to your inbox. If you have not received the email within 24 hours, please check your ‘junk’ folder or email us on enquiries@little-mistress.co.uk so that we can confirm your order.

Can I change or cancel my order?

Unfortunately, we are unable to amend your order once it has been submitted. Please note that this includes changing the size or colour of an item, removing an item, changing the delivery address or any payment methods. However you can return the order for an exchange or refund once it has been delivered to you.

How do I exchange an item?

We provide FREE UK returns and exchanges using Collect+. A free returns/exchange Collect+ label will be included with your order if you are a UK customer. Please remember to obtain your Collect+ receipt when you return/exchange your item.

If you choose not to use our Collect+ service, you can still return your items, however you will be reliable for the shipping cost of returning/exchanging your order.

If you wish to return/exchange your item from outside the UK please post it to the below address. If you are returning/exchanging an item from outside the UK you are strongly recommended to return your item to us via a tracked postal service (we cannot accept responsibility if your item is lost in transit).

LITTLE MISTRESS

Internet Returns Department
Unity House
Fletcher Street
Bolton
BL3 6NE, UK

Please fill out the returns/exchange form that was included with your order and include it with your items.

It is essential that you complete this form fully and provide us with your order number and contact details in order to avoid any delay to your exchange/refund.

If you have misplaced your returns/exchange form please contact our customer services and they will provide you with a new one.

We cannot accept returns/exchanges on earrings due to hygiene reasons.

There are items missing from my order/my item is damaged

If you do not receive your full order or your item(s) are damaged upon receipt, please contact us immediately: enquiries@little-mistress.co.uk so that we can carry out an investigation.

I live outside the UK, can I place an order?

We accept international orders with credit & debit card payments, PayPal, Amazon checkout in multiple currencies.

If I'm ordering from outside the UK can I claim my VAT back?

As you are purchasing goods from the UK, we are legally obliged to charge you VAT.

VAT is calculated from the place items are purchased from, not where they are being delivered to. This also means that unfortunately you will also be unable to claim this cost back.

I forgot my password, what should I do?

Go to the 'My Account' page (https://www.little-mistress.co.uk/register/) enter your email address in the box, click on the 'Forgotten Password?' link below, and a password reminder will be emailed to you.

How do I use a discount code?

To use a discount code simply enter it in the relevant box in your basked and click on 'apply'.

Please note that only one discount code can be used per transaction, unless otherwise stated.

What is an e-wallet?

An e-wallet is a virtual account that holds credit refunded when returning Sale or Outlet items, as well as any amount received via gift card.

To use your e-wallet credit, simply log into your account using your email and password and follow the instructions on screen after clicking on 'Pay Now' in your basket.

E-wallet credit does not expire.

Is it safe to pay online?

Yes! Little Mistress uses SSL encryption technology to ensure that your payment details are safe at all times.

How do I pay for my Little Mistress order?

We accept the following payment methods:

·      Mastercard

·      Visa Credit/Debit

·      Maestro/Switch

·      PayPal

·      Ukash

·      Amazon Payments


Please note, if you are paying with PayPal, make sure your PayPal account is updated with your current address. The delivery address on your PayPal account will automatically be selected. Please ensure the delivery address on your PayPal account is up to date. We cannot accept responsibility for orders sent to a wrong address.

Can I use Gift Vouchers on my order?

Yes! To use gift vouchers on you order, please create an account if you don't have one already and you will find the amount received credited on your e-wallet.

What are your delivery charges?

UK Standard Delivery – £4.10 (3-5 working days)

UK Next Working Day Delivery - £6.95 (on orders placed before 3pm, if your order is placed on a Friday, you will receive it on the next working day).

UK Saturday Delivery - £7.95 (order must be placed by 3pm Friday, mainland UK only).

UK Nominated Day Delivery – £6.95

European Standard Delivery - £6.95

International Standard Delivery – £7.95

What do I do if my order does not arrive?

If you have not received your items within 5 working days please contact our customer services team who will investigate the matter for you. Alternatively, please use the tracking information given with your order to track the parcel with either Royal Mail, DPD or DHL.

Customer services email address: enquiries@little-mistress.co.uk

How long will my order take to arrive?

Orders placed on weekdays before 3pm GMT will be packed the same working day and will be despatched the next working day.

Orders placed after 3pm GMT on weekdays will be processed the following working day.

Orders placed Saturday and Sunday or on a Bank Holiday will be despatched the next working day.

For Saturday delivery, orders must be placed on Friday before 3pm GMT.

UK orders will take 3-5 working days to be delivered. European and International orders will take up to 12 working days to be delivered.

Unfortunately we are currently unable to offer Next Day Delivery and Saturday delivery to the following locations:

- Aberdeen

- Scottish Highlands

- Northern Ireland

- Inverness

Guernsey

- Jersey


I live outside the UK, can I place an order?

We accept international orders with credit & debit card payments, PayPal, Amazon checkout in multiple currencies.

Please note, you will be responsible for any custom charges.

If I'm ordering from Jersey or outside the UK can I claim my VAT back?

As you are purchasing goods from the UK, we are legally obliged to charge you VAT.

VAT is calculated from the place items are purchased from, not where they are being delivered to. This also means that unfortunately you will also be unable to claim this cost back.

Not happy with your order?

Items must be returned in a resalable condition, with the bright pink returns tag still attached. We reserve the right to refuse a refund or exchange on items deemed not to be resalable. This does not affect your statutory rights in connection with faulty items.

You may return your purchase (or part of it) for an exchange or refund, within 28 days of receiving it (14 days for Sale or Outlet items), by posting the item(s) back to us at the address listed below. Please note that we are unable to refund the original delivery charge.


LITTLE MISTRESS

Internet Returns Department
Unity House
Fletcher Street
Bolton
BL3 6NE, UK

My order is damaged, what should I do?

Just return the order to the address provided on the packaging slip within 28 days from purchase for an exchange or refund. Please see our returns policy for more information.

How do I make a return or exchange?

We provide FREE UK returns using Collect+. A free returns Collect+ label will be included with your order if you are a UK customer. Please remember to obtain your Collect+ receipt when you return your item.

If you choose not to use our Collect+ service, you can still return or exchange your items, however you will be reliable for the shipping cost of returning your order.

If you are not using Collect+ or you are not a UK customer, you are strongly recommended to return your item to us via a tracked postal service (we cannot accept responsibility if your item is lost in transit).

LITTLE MISTRESS

Internet Returns Department
Unity House
Fletcher Street
Bolton
BL3 6NE, UK

Please fill out the returns form that was included with your order and include it with your items.

It is essential that you complete this form fully and provide us with your order number and contact details in order to avoid any delay to your exchange/refund.

If you have misplaced your returns form please contact our customer services and they will provide you with a new one.

How do I return my order using Collect+ ?

If you are a UK customer, you can return your Little Mistress order free via any local supermarket, newsagent or corner shop that offers the Collect+ service.

- There are thousands of shops nationwide offering the service. Click here to find your nearest one. As if that wasn't easy enough, Collect+shops have extended opening hours, with many shops open seven days a week.

-All you need to do is complete the returns form that came with your order and pop it in the parcel with your returns.

-Peel off the Collect+ label from your Returns Note and stick it onto your parcel.

-Take your parcel to your local Collect+ store, where you'll receive proof of postage and a code to track your return online. Please ensure you retain this proof of postage so in the unlikely event your parcel goes missing, you’ll have proof you sent it.

-You can track your return using the code you were given here.

-Your return will be processed within 3-5 working days of your goods being received into our warehouse (excluding weekends and bank holidays).

-If you have lost your Collect+ label, click here to print off a new one.


When will I receive my refund?

Items will take approximately 3-5 working days to arrive at our warehouse.

Your return will be processed within 3-5 working days of your goods being received into our warehouse (excluding weekends and bank holidays). The method of payment used to process your order will be refunded with the original price you were charged. Once your refund has been processed, it may take up to 10 working days for your funds to go back into your account.

A refund will be issued if the item is unworn, in its original condition, with all tags attached and if all information in the returns form is complete fully and correct.

If there are any problems with your refund, you will be contacted by a member of staff.

Unfortunately we cannot accept returns of online purchases at concessions or Little Mistress standalone stores.

Company Information

Registered Company Number: 7432035

VAT Number: 107 7844 02GB

Registered Office: Unit 4, 18 Plumbers Row, London E1 1EP

How do I make a press enquiry?

To view current press features, please visit: http://lmukpress.tumblr.com/

For any Press Queries please contact:

Sharon Good - SharonG@goodresults.co.uk

I forgot my password, what should I do?

Go to the forgotten password page, fill in the form as required and a password reminder will be emailed to you.

How do I change my address?

Go to log-in and enter your email address and password. You will then be able to access your account details. Click on 'Address Book', then 'Edit Address' to change the existing address on your account. You can also update any other personal details here such as your phone number and your mailing preferences.

How do I take care of the clothes that I have just purchased from you?

For your convenience many of our clothes are machine washable. However, every item bought from Little Mistress is clearly labelled with washing instructions. Simply follow the directions on the care tag.

How do I contact Little Mistress?

You can contact us via email at enquiries@little-mistress.co.uk

You can also give us a call on +44 (0)845 5240 265 (standard rates apply).

Please note that cold calls/sale calls will not be accepted or transferred, this number is for customers only.

Please note that our Customer Service department is open 9am to 5pm GMT Monday to Friday (excluding Bank Holidays).

Alternatively, you can use our Contact Us form and we will get back to you within 24 hours.

Can I place a wholesale order?

You can place a wholesale order by visiting http://www.little-mistresswholesale.com/

Can I place a wholesale order?

You can place a wholesale order by visiting http://www.little-mistresswholesale.com/

Will my personal information be passed on?

We treat all the information our customers provide us with in the strictest of confidence. From time to time we like to contact our customers to inform them of special offers we feel they may be interested in, both through ourselves and a carefully selected number of approved companies. We will not, however, contact you in this manner unless you have given us permission to do so.

Full Privacy Policy

YOUR DETAILS AND DATA

Your privacy as an individual and as a customer is important to us, so we don't use the information you provide on this site to learn any more about you other than what is required to fulfil your order or offer you services such as new alerts.

Little Mistress Ltd T/A www.little-mistress.co.uk does not combine your individual information with any kind of site analysis, but we do look at the overall browsing behaviour of our customers to improve the way the site navigates. We also do not track your behaviour on any other sites or follow you once you've left little-mistress.co.uk, but we do use cookies to help us provide a personalised service.

Any personal data gathered by us in your use of this site will be recorded electronically and only used in accordance with the UK Data Protection Act 1998. Your data will be used in order to affect delivery of your goods and provide our full customer service to you, as well as to compile accounting and other records.

COOKIES

A cookie is a small file stored on your computer by a web site to give you a unique ID. Cookies help make it easier and faster for you to use our site because it can remember if you've visited the site and they help us provide you with the information you need about your account details - when and where you need it.

A cookie generated by our site contains no information about you. It contains only a numeric ID that, for example, allows you to retrieve your account details. The cookie lets you enter your email and password so you don't have to enter those details again, or it lets you save products to a comparison list if available.

In keeping with our privacy policy on customer information, we analyse data gathered via cookies only in aggregate, not at the individual customer level.

EMAIL USAGE

Little Mistress Ltd T/A www.little-mistress.co.uk uses your email address as a convenient way to contact you about your order. From time to time, we may update you on relevant Little Mistress Ltd T/A www.little-mistress.co.uk news or promotions, but only with your permission. We will not pass your details on to any other relevant third parties unless you have given us permission to do so.

UNSUBSCRIBE

Users who wish to no longer receive our newsletter or promotional emails may click on a link named “Unsubscribe” which is embedded with every email sent by Little Mistress in order to not receive future messages.

CONTACT US 

Address

LITTLE MISTRESS
Unity House
Fletcher Street
Bolton
BL3 6NE, UK

 


If you have more questions, please do not hesitate to contact our customer service:
Email: enquiries@little-mistress.co.uk

Terms & Conditions

Welcome to the Little Mistress website conditions for use. These conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the conditions set out below. If you do not agree to be bound by these conditions you may not use or access this Website.

Before you place an order, if you have any questions relating to these conditions please contact us by e-mail. 
Access You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.


Orders We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Website. 

The technical steps required to create the contract between you and us are as follows: 
You place the order for your products on the web-site by pressing the confirm order button at the end of the check-out process. You will be guided through the process of placing an order by a series of simple instructions on the web-site. We will send to you an order acknowledgement email detailing the products you have ordered. As your product is shipped from our warehouse we will send you a dispatch confirmation email. Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered unless we have notified you that we do not accept your order or you have cancelled it in accordance with our conditions set out below. Non acceptance of an order may take place in the following circumstances:

1 .The product you ordered being unavailable from stock. 
2. Our inability to obtain authorization for your payment. 
3. The identification of a pricing or product description error. 
4. You not meeting the eligibility to order criteria set out in the main Conditions of Use. The contract will be concluded in English.

PLEASE NOTE - ALL ORDERS ARE PROCESSED BETWEEN 8AM-3PM GMT MONDAY TO FRIDAY. SO YOUR ORDER MAY ROLL ON TO THE NEXT WORKING DAY FOR PROCESSING IF IT IS RECEIVED OUTSIDE OF THESE TIMES

REFUSAL OF TRANSACTION
We reserve the right to withdraw any Products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any Product from this Website whether or not that Product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun. To be eligible to purchase Products on this Website and lawfully enter into and form contracts on this Website under English law you must:

1. Register by providing your real name, phone number, postal/delivery address, e-mail address, payment details and other requested information. 
2. Possess a valid credit or debit card issued by a bank acceptable to us 
By making an offer to buy a Product, you specifically authorize us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorization and to authorize individual purchase transactions. 

PAYMENT
All prices are stated in £sterling (with the option to change currency according to each individuals preference) and are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the Products ordered plus delivery charges. Payment can be made by any of the methods specified in the payment section of this Website and payment will be debited and cleared from your account prior to dispatch of orders. 
You confirm that the credit or debit card that is being used is yours. 
All credit/debit cardholders are subject to validation checks and authorization by the card issuer. 
If the issuer of your payment card refuses to or does not, for any reason, authorize payment to us, we will not be liable for any delay or non-delivery.

ORDER AMENDMENTS
Unfortunately we are unable to amend your order once it has been submitted. Please note that this includes changing the size or colour of an item, removing an item, changing the delivery address or any payment methods.

SHIPPING & RETURNS 
PLEASE NOTE - ALL ORDERS ARE PROCESSED BETWEEN 8AM-3PM GMT MONDAY TO FRIDAY. SO YOUR ORDER MAY ROLL ON TO THE NEXT WORKING DAY FOR PROCESSING IF IT IS RECEIVED OUTSIDE OF THESE TIMES


REFUNDS 

Items must be returned in a fully resalable condition, which means being unused with swing tags attached. We reserve the right to refuse a refund or exchange on items deemed not to be resalable. This does not affect your statutory rights in connection with faulty items.

You may return your purchase (or part of it) for an exchange or refund, within 28 days of receiving it (14 days for Sale or Outlet items), by posting the item(s) back to us at the address listed below. Please note that we are unable to refund the original delivery charge.


SALES AND DISCOUNTS

Please note: discount codes cannot be used in conjunction with any other discount method. Only one discount code can be used per transaction.


PRIVACY POLICY
We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.

When you shop on this Website, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information and a password. We may also collect, and our third party providers of advertisements and content may collect, information about where you are on the internet (eg the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website ("User Information"). We may collect this information even if you do not register with us.

You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service.

We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:

1. Processing your orders; 
2. For statistical purposes to improve this Website and its services to you; 
3. To serve website content and advertisements to you; 
4. To administer this website; 
If you consent, to notify you of products or special offers that may be of interest to you. 

You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.

When you create a shopping account while ordering online you will be given the option to receive information from Little Mistress by post, e-mail or telephone, about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes please e-mail us enquiries@little-mistress.co.uk

Your Personal Information may be disclosed to other reputable third parties who will help process your order. Little Mistress requires all such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information we are entitled do so.

Questions regarding this Policy should be emailed to us at: enquiries@little-mistress.co.uk

Competition Terms and Conditions

All prize draws are open to anyone aged 18 or over. Our prize draws may be promoted over several different websites simultaneously & all prize draws have opt in marketing. Persons connected with Little Mistress or any other prize draw sponsors are ineligible. This is a Free Draw and the winner will be drawn randomly by computer. No alternative prize will be offered. When applicable, valid emails must be entered plus a contact number to validate the winner.

If the prize is not claimed within 15 days, the winner forfeits the prize and a new winner will be chosen.

The winner will be contacted shortly after the competition ends.

Customer Care Advisor

We are looking for an individual with a real passion for excellent customer care as well as a desire to develop fashion knowledge. This opportunity is for a Sales and Customer Care Advisor, who has full command of English, both verbally and written. You will be based at our Website Head Office in Aldgate East.

Please note the hours: Full time - Monday to Friday 9am-5pm

The Customer Care function covers both Little Mistress and our new brand Paper Dolls. Our levels of service within the Customer Care team are exceptional and we are looking for a truly dedicated and passionate person to maintain and develop these levels of service.

 

Responsibilities:

- To assist customers with any issues with regards to their returns or their orders via emails or by phone

- Communicate promptly any information to customers about their orders

- To help customers to register online and/or to process their orders

- To set-up and implement improved processes and procedures

- Deal with complaints and escalation process where necessary

- To handle difficult customers with professionalism

- To be able to deal with customers with late returns and faulty goods

- Liaise with our warehouse fulfilment team for any issues with customers’ orders

- Liaise with Shipping department over issues raised by customers with regard to either orders or returns

- To assist Finance department with customers on security checks (calls or emails)

- Liaise with Finance for any accounting enquiries and flag accounting issues raised by customers

- Maintain a high level of service awareness at all times

- Active use of order tracker and order database

- Help customers with product and styling enquiries

 

Essential Skills & Requirements

- Excellent Customer Care experience, gained from either an office environment or on the shop floor

- Fluent language skills required in English, you must speak and write fluently.

- Good team player

- Excellent keyboard and written skills, articulate with good spelling and grammar

- Excellent communication skills, demonstrate examples of building relationships with customers

- Reliable and consistent

- Flexible attitude and able to take initiative

- Excellent eye for detail and good organisational skills

- Experience with Microsoft packages

- Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business.

 
Please email your CV and cover letter to: rea@little-mistress.co.uk

What is the last day to order in time for Christmas?

In order to receive your order in time for Christmas, please make sure you place your order according to the following dates and times:

- UK Standard Delivery - Royal Mail: Wednesday 17th December by 3pm

- UK Next Working Day Delivery (Excluding Northern Ireland, Scottish Highlands, Guernsey and Jersey) - DPD: Monday 22nd December by 3pm

- European/Worldwide delivery - DHL: Tuesday 16th December by 3pm

What is the last day to order in time for New Year's Eve?

In order to receive your order in time for New Year's Eve, please make sure you place your order according to the following dates and times:

- UK Standard Delivery - Royal Mail: Wednesday 24th December by 11am

- UK Next Working Day Delivery (Excluding Northern Ireland, Scottish Highlands, Guernsey and Jersey) - DPD: Wednesday 29th December by 11am

- European/Worldwide delivery - DHL: Tuesday 24th December by 11am

Customer Service Opening Hours

The head office will be closed for the Christmas holidays from 23rd December and will reopen on 5th January 2015.

To ensure your delivery reaches you in time, please check the following pages:

- For deliveries in time for Christmas: Click Here

- For deliveries in time for New Year's Eve: Click Here