Shipping & Returns Information

SHIPPING & DELIVERY - UK, EUROPE AND REST OF WORLD COUNTRIES

• If your order is placed before 1pm it should be processed and dispatched the same day. We cannot amend your order once it has been dispatched. Please check your confirmation email detail carefully.
• PRANELLA ships from the UK, any duty and taxes associated with your purchase are at your cost.
• UK orders selected for a next day delivery service must be placed before 1pm. The next day delivery service is for the next working day, this does not include Saturday or Sunday delivery.
• UK orders selected with standard shipping takes 2-3 business days to be delivered from dispatch date.
• European orders selected with standard shipping takes 3-5 business days to be delivered from dispatch date. This does not include any delays due to customs clearence which are our of our control. 
• Rest of World countries vary depending on your geographical location. Shipping usualy is within 5-7 business days to be delivered from dispatch date, excluding any customs delayes. 
• European and Rest of World orders may be subject to import duties and taxes which are the customer’s responsibility to pay. You may want to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting to pay.
• Occasionally due to situations beyond our control, with third-party courier services some orders may take longer.

OUR RETURNS POLICY

We hope you are completely satisfied with your PRANELLA purchase, however if you do wish to return any items for any reason you must follow our returns policy noted below.

JEWELLERY RETURNS

As every piece of PRANELLA Jewellery is made to order, we don't accept refunds. However, we do offer exchanges and credit notes if the item is sent within 14 days after you receive it.

• The product must be exchanged within 14 days of receiving the purchase 
• Please complete your returns note quoting order number and name.
• Shipping and handling charges are not refundable.
• Sale Jewellery items may not be exchanged.
• Any taxes or duties associated with your exchange will be at your cost.
• We may refuse to exchange your purchase if we receive damaged goods. We will, however, return the damaged goods to you.
• Please make sure goods are securely packaged to avoid damage in transit; it is the customer’s responsibility until the return reaches our warehouse.
• Please obtain proof of postage with a reference/tracking number from the Post Office. Apologies, we cannot issue a refund on goods that don’t arrive.

SALE RETURNS

• The product must be exchanged within 14 days of receiving the purchase.
• Please complete your returns note quoting Order Number and Name.
• Tags and Garment Lables must be intact, garments must not be worn.
• Shipping and handling charges are not refundable.
• Any taxes or duties associated with your exchange will be at your cost.
• We may refuse to exchange your purchase if we receive damaged goods. We will, however, return the damaged goods to you.
• Please make sure goods are securely packaged to avoid damage in transit; it is the customer’s responsibility until the return reaches our warehouse.
• Please obtain proof of postage with a reference/tracking number from the Post Office. Apologies, we cannot issue a refund on goods that don’t arrive.

RETURNS (excluding jewellery & sale stock)

• Faults must be notified in writing 72 hours of delivery.
• Please complete your returns note quoting your Name and Order Number.
• You have a further 28 days to return your unwanted items for a refund.
• If you are returning an order from outside of the UK, it is the customers responsibility to cover these costs.
• Any taxes or duties associated with your exchange will be at your cost. If you are returning items from outside the UK please ensure you mark them as 'British Commercial Returns' to ensure minimal delays and refund.
• Please make sure goods are securely packaged to avoid damage in transit; it is the customer’s responsibility until the return reaches our warehouse.
• Proof of postage must be obtained and provided ro PRANELLA with a tracking number to ensure a refund. We are not liable for goods not returned to us. 
• We may refuse to exchange your purchase if we receive damaged goods. We will, however, return the damaged goods to you.

RETURN CONDITIONS

The item(s) should be returned to us in its original condition & packaging, with all labels intact. Please note any items returned which do not adhere to these conditions will be deemed as worn.

Beachwear

All beachwear must be returned in its original condition, unworn with its labels attached.

Jewellery

Jewellery must be returned unworn in its jewellery pouch, with any tags attached.

REFUNDS

• After we have received your returns please allow up to 5-10 days for refunds, depending on your provider for the refunded amount to be visible in your account.
• Once your returns have been processed, a refund will be issued in the same form of payment that you originally used.
• We aim to process returns the day we receive them, however during busy times it may take a couple of days. Please allow up to 5-10 days for refunds, depending on your provider for the refunded amount to be visible in your account. 
• Items returned outside of the return dates will be refused a refund.
• Clothing returned without swing tags will not be eligible for a refund or credit. 

FAULTY ITEMS

Goods are classified as faulty if they are received damaged, Items that are damaged as a result of normal wear and tear are not considered to be faulty.