How can I contact PrettyHive?
You can email us at support@prettyhive.co, and our customer service team will be happy to assist you with anything you need!

Do you ship worldwide?
Yes, we offer worldwide shipping.

Can I change or cancel my order?
We process orders as quickly as possible, so any changes or cancellations must be requested within 12 hours of placing your order. Requests made after this period may not be accommodated. However, once your order is delivered, you can return it for a full refund.

What payment methods do you accept?
We accept various payment options, including all major credit cards (VISA, Mastercard, AMEX), PayPal, Apple Pay, Google Pay, and Shop Pay. Full payment options are displayed at checkout.

When will my order be processed?
Orders are managed and shipped from our warehouse. During holidays and sales events, processing times may be longer. Typically, orders are processed between Monday and Friday within 1-3 business days from the order date. Once processed, orders are shipped the next business day. Please note that we do not ship on weekends.

How long will it take to receive my order?
Delivery times depend on your location and the shipping method selected at checkout. Due to high demand, some orders may take up to two weeks or more to arrive.

What if I don't receive my order?
If your order hasn’t arrived, please reach out to our support team at support@prettyhive.co, and we’ll assist you promptly.

Where do you ship from?
Our inventory is shipped from warehouses in China and Finland. We’re also working on expanding our distribution to include a U.S.-based warehouse.

Will I be charged customs or taxes?
For EU customers, we utilize the IOSS system, which covers VAT for all orders shipped to EU countries, ensuring a smooth customs process without additional import fees.
For the U.S., Canada, and Australia, there are typically no import taxes or duties for orders. However, for other countries, import taxes, duties, and customs fees may apply and are determined by your local customs office. These charges are your responsibility and are not covered by us. We are not responsible for delays caused by customs. For more details, please contact your local customs office.

How do I return an item?
Please contact us at support@prettyhive.co for assistance with returns.

What if the item(s) I received are defective/incorrect/damaged?
If you receive incorrect, missing, or defective products, please contact us immediately with your order number, photos of the item(s), and any relevant details. We’ll work quickly to resolve the issue for you.

When will I receive my refund?
Refunds are issued to your original payment method. If you paid with a credit or debit card, the refund will be processed to the issuing bank within 10 business days after we receive the returned item or process the cancellation request. Contact your card-issuing bank for more details on when the refund will appear in your account. If you haven’t received your refund yet, please check with your bank or credit card company, as processing times can vary.