SHIPPING INFORMATION
All Domestic orders are shipped via Royal mail special delivery. For domestic orders we charge a flat rate of £9 GBP.
To track your order please use tracking number link emailed to you once your order has been shipped. If you’re tracking number does not work, visit www.royalmail.co.uk to manually input your tracking number.
All orders are fulfilled Monday through Friday excluding weekends and holidays. Orders are typically shipped within 4-5 business days from the receipt of payment verification.
Orders placed on Friday- Sunday will be processed starting the following business day.
POSSIBLE DELAYS
We try our best to ensure your order will be delivered on time but delays are possible during our Holiday and Sale Seasons.
Please keep in mind that we can only provide you with an estimated delivery date. On rare occasion, these packages can arrive outside of the estimated time frame. We are not responsible for unexpected shipping delays caused by circumstances related to the courier or the weather.
Please allow up to 5 business days for your order to be shipped during sales.
You will receive tracking information on the day your order is shipped. Please allow 24 hours for your tracking information to update.
Please exclude processing time when calculating your packages date of arrival. Delivery time starts 24 hours after your tracking information is received. We are only able to ship to the address you indicate, please ensure that the address entered at checkout is correct.
Please Note: A signature is required upon delivery of ALL orders. Otherwise your order may be returned to us and you will be responsible for any further shipping fees.
INTERNATIONAL ORDERS
All International orders are shipped via Parcel force Worldwide Express 48. For International orders we charge a flat rate of £18 GBP and you should receive your order within 2 – 3days of shipping. (This may exclude further regions and postal Zones) International packages may require addition processing time.
Preby is not responsible for addition shipping and/or customs charges incurred by customer when importing goods.
If package is returned to Preby due to unpaid charges, we will not issue a refund and reshipment charges will apply. If the wrong address is entered at checkout and the package is returned back to us there will be a shipping fee due prior to reshipment.
If you notice an error, please let us know within 24 hrs of ordering and we might be able to rectify it for you. Once the item is shipped we are unable to make changes to shipping address. In this case, please contact Parcel Force to make any address changes.
If your tracking information states delivered and you believe this to be an error. Please contact your local post office or ParcelForce.
REROUTED PACKAGES
We do not manually input shipping addresses. Shipping addresses are exported from one database to another, please ensure shipping address is correct upon receiving order confirmation email.
If your tracking information states “notice left” please contact your stated postal service to reschedule delivery before 14 days. Otherwise your item will be returned to us which will incur more shipping fees.
If an address error is made please email Preby within 24 hours of confirmation email. Once orders are processed for shipment no changes can be made.
You will be contacted via email should we receive your returned package.
RETURNS POLICY
Items purchased from Preby and all brands under Preby are not eligible for refunds as garments are “Made to Order”.
No Exceptions.
Once an order is made, there can be no cancellations or changes. If there are any errors in your order, e.g, you have chosen the wrong size. Please let us know within 24 hours and this may be rectified at our discretion.
Exchanges can be made for 1 size bigger, 1 size smaller or Store credit. This does not apply to garments that come in one size only.
Items purchased from Preby are eligible for Exchange or store credit within 48hours of delivery only. After 48 hours, the sale is considered final.
We only accept one exchange per order.
Discounted items marked as SALE items, are not eligible for exchange or store credit.
Customer are responsible for return shipping.
CONDITIONS FOR EXCHANGE
Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Please see the tips below for keeping your items in returnable condition:
Please be careful of makeup or deodorant rubbing off on the garment. It will not be accepted if stained or has a scent attached.
If tags and labels have been removed or garment has been washed, worn, used or damaged, it will not be accepted and will be returned to you.
RETURNS
We will send you an email when your return package is delivered back to our studio. Please note, returns do take us 3-10 business days to process upon reaching our facility. Once your return is processed and your credit is issued, you will receive a confirmation email.
DAMAGED ITEMS
If you receive an item that is damaged, please contact customer service immediately.
Please note if a garment is claimed to be destroyed before arrival, a replica of the same garment will be sent to you once we receive the damaged product. We will not change the damaged product for a different garment, style, colour or size.
*Please Note: Exchanges do not include shipping charges unless the return was a result of Prebys’ error.
