FAQ
HOW CAN WE HELP?
EU - You will not pay any extra fees, tariffs or duties to receive your order, the price you see - is the price you pay. In the event you are requested to pay and duties, please contact us immediately for us to look into it on your behalf.
Rest Of World - The shipping fee and order total do not include customs and duties and this will be charged accordingly by customs in your own country, based on the order value of your shipment.
As soon as your order has been fulfilled, you'll receive a shipping confirmation with your tracking.
You'll then be able to track your order to your door.
Please allow time from fulfilment for your tracking to be updated by the carrier, this can take up to 24hrs after fulfilment.
If your order hasn't been fulfiled, don't worry. It can up to 48hrs to be dispatched during busy periods.
DPD Tracking: https://track.dpd.co.uk
All of our delivery information regarding specific countries can be found here.
Please fill in the returns sheet provided with your order.
If you don't have a returns sheet please click HERE to download and print one.
No printer? No problem, please include the following in your return:
Order number (e.g. #12345)
Full Name
Email Address
Reason For Return (e.g. Refund/ Exchange)
Exchange Item & Size (If it's and exchange)
Please Send All Returns to:
Prè London Ltd
Space Station House
16 Highlands Road
Solihull
B90 4ND
Yes, please fill in the returns sheet provided with your order.
If you don't have a returns sheet please click HERE to download and print one.
No printer? No problem, please include the following in your return:
Order number (e.g. #12345)
Full Name
Email Address
Reason For Return (e.g. Exchange)
Exchange Item & Size
Please Send All Exchanges to:
Prè London Ltd
Space Station House
16 Highlands Road
Solihull
B90 4ND
Once we have received your exchange we will process it as soon as possible.
You'll receive an email with your new order details, we don't charge you any shipping fees to send the new order back to you.
Please note you will have to pay the initial shipping back to start your exchange.
If you have not tracked your parcel back to us we cannot accept any liability for it.
We can only accept items returned to us within 14 days from the date your order was received to be eligible for a refund.
If you return your items after 14 days from the date your order was received, we can only offer an exchange to another item of the same value.
Items must be returned in their original packaging
All tags must still be attached to the unworn item/s
Items must not contain any evidence of wear, stains or odours
Headwear, underwear or swimwear cannot be returned due to hygiene reasons
If the above is not adhered to when you make the return, we reserve the right to return the item back to you.
Please be very careful when trying products on please ensure not to leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains.
Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty.
All items must be returned to us before a refund or replacement is issued.
Please don't use scissors or knives to open your package; you are able to just tear the packaging open.
Returns with scissor or knife marks will not be accepted. Please note that we do not offer free returns.
All costs of returning are customers responsibility. In the case of an exchange, the items will be sent back out to you free of charge.
If you have not tracked your parcel back to us we cannot accept any liability for it, it is your responsibility to ensure your return reaches us.
We're sorry to hear you have received a faulty item! Please send us the following info:
Your Order Number (e.g. #12345)
Item Name
Photos that show:
The fault as clearly as possible
Full-length photo of the item
The Prè London logo and label
Don't worry about sending your faulty item back to us, just keep hold of it until you've been in touch.
Please click HERE to download and print our returns form.
No printer? No problem, please include the following in your return:
Order number (e.g. #12345)
Full Name
Email Address
Reason For Return (e.g. Refund/ Exchange)
Exchange Item & Size (If it's and exchange)
We're sorry to hear you are still waiting on your refund.
Depending on the courier you've used to send your order back to us it can take UP TO 14 WORKING DAYS (excluding weekends & public holidays) to be delivered and processed by our returns team.
If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.
But if you need to get in touch with Customer Support about your return, please include in your message:
Proof of postage (like a receipt)
The tracking number
Your order number
Refunds can take UP TO 5 WORKING WORKING DAYS (excluding weekends & public holidays)
Reimbursement of funds will be allocated back to the original form of payment used for purchase.
DURING THIS VERY BUSY PERIOD IT IS HIGHLY UNLIKELY THAT WE WILL BE ABLE TO CHANGE YOUR ORDER IN ANY WAY (SIZE, ADDRESS ETC)
Once you've placed your order we may not be able to amend your order. In the unlikely event, you need to change something, please email us as soon as possible. We may be able to assist you with your change but we can't guarantee we'll be able to. It is your responsibility to ensure your order is correct, this includes but not limited to:
The item or size
Delivery/billing address
The items in your order
Shipping method
If you enter the incorrect address at checkout, we can NOT be held accountable if the order goes missing. We are not liable to refund/replace this order.
In the very unlikely event you're missing an item from your order, please contact us immediately with the following information to ensure we can get your query resolved quickly.
All orders are triple scanned to ensure all items are in your order
Your order number
The name of the item you didn't receive
Please note that all orders are double scanned, one from the pick face and another into your parcel.
In the very unlikely event, you've received the wrong item in your order, please contact us immediately with the following information to ensure we can get your query resolved quickly.
Your order number
The name of the item you didn't receive
The name of the item you received
A clear photograph of the incorrect item
Please note that all orders are double scanned, one from the pick face and another into your parcel so we will be able to see exactly what's in your parcel.
If you would like more information on our sizing, please visit our size guide here.
If you would like further assistance with our sizing, please contact us via the button in the bottom right of your screen.
If you were unable to find the answer you're looking for on our FAQ page and need some more help, you can click the icon in the bottom right of your screen, our team will try and get back to you as soon as possible.
Our Customer Service is open Monday - Friday, 9:00am - 5:00pm.
Unless stated otherwise on our contact page.
If you were unable to find the answer you're looking for on our FAQ page and need some more help, you can click the icon in the bottom right of your screen, our team will try and get back to you as soon as possible.
Our Customer Service is open Monday - Friday, 9:00am - 5:00pm.
Unless stated otherwise on our contact page.
