Delivery, Returns and Exchanges

Delivery

UK delivery time and cost
To deliver within the UK, PRISM uses DHL courier express service. This is an overnight service and has a tracking facility. The cost is £5 per delivery. PRISM endeavours to have your order delivered to you within 3-5 days. Please note, that PRISM will not be held responsible for delays or unforeseen delivery issues.

For prescription glasses, PRISM endeavours to have your order delivered to you within 10-14 days.

International delivery times and costs
International delivery is by Fedex Priority couriers. Delivery times and costs vary depending on your location and size of package. Please see the table below (delivery times are not for optical orders with prescription lenses):

For optical glasses with prescription lenses, add 5-7 days to the delivery times listed in the table above.

For deliveries outside of the EU, VAT/duty will need to be paid by you on receipt of the goods.

Order tracking
Once your order has been dispatched, you will receive an email, which contains your order tracking number for either DHL (UK orders) or Fedex (international). Track your order via the carriers website.

Returns, exchanges and refunds

Returns Policy

PRISM does not offer free returns. The cost to return is the customer’s responsibility.

  • Returned goods must be returned within 14 days after delivery. Upon receipt of goods and subject to the below, a refund will be issues within 3 days.
  • Returned goods must be in perfect condition, unworn, undamaged, unaltered and unwashed.
  • Returned goods must have all labels and tags intact.
  • Goods must be returned in its original packaging.
  • Swimwear must have all labels and hygiene strip intact.
  • Postage charges are non-refundable.
  • Gift card purchases are non-refundable.
  • Returned goods must be marked as “a return with no commercial value” in order to avoid any customs charges.
  • The cost of return shipping is the customer’s responsibility.
  • Sale items are non-refundable, therefore please take note of current sale terms and conditions. Items marked 70% off are final sale. We will not accept returns or exchanges on these items. 
  • Items purchase online may be returned or exchanged in our London boutique.

Exchange Policy

  • For any reason, you can exchange all or part of your order subject to them being returned undamaged.
  • PRISM will pay the cost of shipping your exchanged goods to you on the first exchange only. This means that shipping costs for any subsequent exchanges on the same order will be paid by you.
  • Optical glasses that have been fitted by PRISM with prescription lenses, can be exchanged only once if the frame does no fit.
  • Prescription lenses that can’t be worn can be exchanged only once for new prescription lenses subject to a prescription lens check. It is ultimately at PRISM’s discretion whether the prescription lenses should be exchanged or a refund on the lenses will be offered.
  • Return shipping costs is the customers responsibility.

Returns how-to

Returns how-to (from within the EU)

  1. Within your delivery, you will receive a PRISM returns information form
  2. Fill out the returns information form.
  3. Package the goods carefully.
  4. Deliver the goods to PRISM by your chosen carrier. It is recommended that you are covered by insurance. Any loss or damage of the goods in transit is the customer’s responsibility.
  5. Return address is – PRISM, 54 Chiltern St, London, W1U 7QX, United Kingdom

Returns how-to (from outside the EU)

  1. Within your delivery, you will receive a PRISM returns information form
  2. Fill out the returns information form.
  3. Package the goods carefully.
  4. Clearly state on any documentation if shipping from outside of the EU (both internally and externally), “a return with no commercial value”
  5. Deliver the goods to PRISM with your chosen carrier. It is recommended that you take insurance. Any loss or damage of the goods in transit is the customer’s responsibility.
  6. Should the customer fail to declare the return goods correctly the customer shall be liable for any costs incurred.
  7. Return address is – PRISM, 54 Chiltern St, London, W1U 7QX, United Kingdom