FAQ | Frequently Asked Questions
These FAQ's - Frequently Asked Questions are intended as an initial support option for customers looking for an immediate answer to a quick question or problem. If the question is not listed or if you want more information, send us a message via the "Contact Us" page or email us at email@example.com.
An item is now a lower price, can you refund me the difference?
As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.
Are there any products that cannot be returned?
No, all of our products can be returned if they are reported within 30 days after receiving. But please bear in mind that all the items need to be unused an in its original packaging. Obviously, you are allowed to try them on for size first, but do not remove the tag or wash the item under any circumstances. If a package was returned where one or more items show deodorant stains, or other damages we cannot do a refund or exchange. If you want more information how to return your product(s), please see our return policy.
Can I arrange for my order to be delivered to a different address before and after having placed an order?
You can always arrange for your order to be delivered to a different address within the same country. You can specify the billing address and delivery address during the checkout procedure. You can also edit these in “My Account”. In this case, you must already have an account.
Can I change my order?
We are unable to make any changes to the order you placed once the products have been shipped from our warehouse. You can’t change the following once you placed the order:
- Adding items to your order.
- Delivery address.
- Changing the size or item.
Can I return my order if I am not satisfied?
Yes, you can exchange or return our products. Please refer to our return policy if you wish to make use of one of these options. If you have questions regarding returning products, please don’t hesitate to ask us at firstname.lastname@example.org.
Can I place an order over phone?
We are unable to take orders over the phone. If you have trouble with placing an order or with checking out, please get in touch with our customer service at email@example.com and we will do everything we can to help out.
Do I need an account to shop on the site?
That is not necessary. If you are not yet a customer, you already have the option to put products in the shopping cart. If you log in afterwards, these products are still in your shopping cart.
Does Prestify sell to any third-party sellers?
Any third-party site/person selling Prestify clothing or accessories could potentially be fraudulent. We will not be able to assist you when you experience any issues with the products you purchased.
Have you received my returned item yet?
Depending on the service used to return your item(s), it can take up to 7 business days and up to 12 business days if you live outside of Europe (excluding weekends & national holidays) to be delivered and processed by our returns team. We will notify you by email, once the return has been processed. If you still have any concerns about the return of an item, please get in touch at firstname.lastname@example.org.
How can I determine my clothing size?
When you want to know your size for a particular item you just have to click on the item and after that you can scroll down and click on “Size Chart”. Here you can see the size you need for that item.
How can I pay for my items?
For our website in Europe and the rest of the world, we use the following payment methods:
You can pay for your order by using; iDeal, Paypal, Apple Pay, Mastercard, VISA, VISA Debit and via bank transfer. The other payment options can be found in the footer of our website. Of course, you can also pay with a gift card you bought in our shop.
How can I sign up for the newsletter?
When you are on the homepage of our website you can scroll down until you reach the footer. There you have the option to subscribe to our newsletter by filling in your email address. This is a great way for you make sure that you are always up to date with the latest news, new arrivals as well as all special deals.
How do I finish my order on the website?
When you have all your items in your shopping cart, click on “proceed to checkout”. Choose here the payment method you want to use and fill in the billing address. If you already have an account, you can also login here. Check the data and click on “place order now”. You will now receive a confirmation email with an overview of all the items you have just ordered.
How do I shop on the Prestify website?
Go to the items you want to order and click on the red “in shopping basket” button. After you click on a product, you will arrive at the shopping cart. You can pay here, but you can also continue shopping. Products remain in your shopping cart until you click on the delete tab right next to it, you log out, or process your order. You can return to the shopping cart at any time by clicking on “go to checkout.
How long do I have to return / exchange an item?
Everyone has the right to return unused items for 30 days after you received your products. Fitting the clothes is of course allowed. Please check our return policy to find out if you meet the requirements to return our products.
Am I allowed to return sale items?
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Sale items can be returned, but they will be credited as a gift card. The gift card comes in a code and has no expiration date. If you have a problem regarding returned items, do not hesitate to contact us at email@example.com.
How long does it take before my payment is processed?
The time required to process your payment depends on the payment method. With the most payment methods it is usually processed immediately. You will receive the credit within a certain amount of days, depending on your cards issuer’s policies. Normally this is handled within 10 business days.
How long does it take to process a returned item?
When we receive your parcel, we will confirm this via e-mail. This may take up to 7 business days. Please keep in mind that the cost of shipping the articles back to us is for your own account. However, we will refund any shipping costs back to you if the return is due to damage or miss delivery from our end.
What is your policy regarding custom duties?
We are not responsible for any custom duties, such as VAT and import duty, from returned orders. You will be responsible for all costs and charges associated with your returned order. We do not refund lost returns. We recommend to send returned items with a tracked shipping option.
I’m having trouble with your website.
If you are having trouble with the website, please ensure the browser you are using is up to date. It may be worth deleting your cookies and trying the site again. If you continue to experience issues, please get in touch with our support team at firstname.lastname@example.org and provide the following:
- Detailed description of the issue you are having.
Any errors you might be experiencing.
I have placed an order, but have not received a confirmation email. What should I do?
This usually means that the email you used to place the order with was not spelled correctly or the email may have gone through to your junk mail. If you are still not sure, feel free to contact our customer service at email@example.com.
I have returned something, when can I expect my refund?
All refunds are to be made to the account used to pay for your original order. Once your return has been delivered, it may take up to 10 business days to credit your refund. If the 10 business days have passed and you have not received a refund at that time, please make sure you contact us by customer service via firstname.lastname@example.org.
Is Prestify available in any onsite stores?
No, at the moment we don’t have onsite locations where our lifestyle brand is available. When this is the case, we will make a page called “Prestify Dealers” where you are able to check if there is one available in your area.
This item was on sale previously, can I get it at the sale price?
If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to its original price, in which case, we will not be able to honor the price it was displayed as during the sale.
What are the benefits of having an account?
We store your personal and address data in a database that is recognizable by your own unique password. As a result, you can not only log in faster, but you can also request your order information at all times. In the near future we will be adding rewards for long term customers, so if you haven't created an account yet, you can do that here.
What are the shipping costs?
The standard shipping cost for orders within Europe and orders from the rest of the world can be found on the page “Delivery and shipping”. We offer free shipping above 75 euros in the Netherlands and some parts of Europe and free shipping above 150 euros for the rest of the world.
What if I am not home for my delivery?
If you are not at home when your package is delivered, the courier will leave a message. The message will probably say that your package has been delivered to your neighbor’s. If not, you will always receive a message from us exactly what happened to the order. If the delivery fails, the courier will leave a note explaining that he/she attempted delivery with instructions on how to receive your order.
What should I do if I have not received my tracking number?
You will receive your tracking information once your order has shipped and your shipping confirmation email has been sent to the email address you provided when placing your order. If you have not received your tracking number, please get in touch with our customer service via email@example.com so we can look into it.
What should I do if I have payment issue?
If the payment is successful, you will always receive a confirmation email. When you have paid your order, but you have not received confirmation by email, please don't hesitate to contact us via customer service firstname.lastname@example.org.
What should I do if I received a defective/damaged item?
In the unlikely event you have received a defective item, please make sure you contact us immediately. This can be done via email customer service email@example.com. Preferably enclose a picture with the defective item to speed up the process. In this case you can indicate whether you want a refund or want to exchange it with the same item when we still have this in stock. If your package has been damaged upon delivery, please take picture as evidence and send it to our customer service team.
What should I do if I received a wrong item?
In the unusual situation that you have received a wrong item, please make sure you contact us immediately. This can be done via email to our customer service firstname.lastname@example.org. Once we understand the situation, we will work quickly and efficiently to ensure the problem will be solved to your satisfaction. Unless there is proof that you have received an incorrect item, we cannot begin to take any further measures to rectify the problem.
What should I do if my order does not arrive within the deadline?
You can find out in our delivery & shipping policy how long the transit time is for the destination where you live. This transit time indication excludes 1-2 business day(s) for order processing. In case your order does not arrive within the deadline you can contact our service desk. Please send an email email@example.com. Please do not forget to mention your order number. If you click on “My Account” and then on “My orders” you can view the current status of your order 24 hours a day.
What should I do if something is missing?
A packing list is included in every parcel sent from our distribution center, please check the packing list to ensure there are no items missing from the list. If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you have purchased be out of stock. If you have not received an email notification about any changes to your order, but you are still missing an item, please feel free to contact us immediately via email customer service firstname.lastname@example.org.
Where can I change my account information?
At the top of the screen you can click on “My account” Here you can change your account information or change your password.
Where can I find the status of my order?
You can easily find the status of all the orders you placed. You just have to click on “My Account” at the top of the website. Here you can click on “My Orders”. When you do that you can view the current status of all your orders 24 hours a day.