PROSA Customer Support
info@prosa.sk
Shipping and Delivery
At PROSA, we understand the excitement of receiving your order promptly. We offer several shipping options to cater to your needs:
Standard Shipping: Enjoy free standard shipping within Czechia and Slovakia on orders over 60 euros. For orders in the rest of Europe, we offer free standard shipping on orders over 100 euros.
Delivery Times: For standard shipping within Czechia and Slovakia, please allow 2-4 days for your order to arrive. Orders to the rest of Europe may take slightly longer but typically arrive within 5-7 days.
Tracking: Once your order is shipped, you will receive a tracking number, allowing you to monitor the progress of your delivery.
In-Person Pickup Policy: If you opt for in-person pickup, kindly collect your order within 7 days from the date of purchase. Our pickup location has limited storage capacity, and we are unable to hold orders for an extended period. Failure to pick up your order within the specified timeframe will result in automatic cancellation, and we will initiate a refund to your bank account. Please ensure timely retrieval to avoid any inconvenience.
Returns & Exchanges
We want you to be entirely satisfied with your PROSA purchase. If for any reason you are not, our refund policy ensures your peace of mind:
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Full Refund: You can request a full refund within 14 days from the shipping date.
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Merchandise Credit: If you prefer, we also offer merchandise credit in the form of an eGift Card within 30 days from the shipping date.
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Beyond 30 Days: Please note that we are unable to process returns after 30 days from the shipping date.
Exchange Policy: If you wish to exchange a clothing item for a different size or style (e.g., too big, too small), you may request an exchange within 14 days from the day you receive your package. Please ensure that the item is in its original condition with all tags attached.
Return Policy for Damaged Items: We do not offer a warranty on any of our clothing pieces; however, if you receive a broken or damaged product, you must notify us within 5 days from the date you receive your package. Beyond this timeframe, we are unable to process returns for damaged items. Please inspect your items promptly upon receipt and contact us immediately if any issues arise.
Missing or Different Item Reporting: If you discover a missing or different item in your order, please contact us, accompanied by photographic evidence. Take clear photos promptly and ensure they depict the contents of your package alongside any packing slips or order documentation. We maintain pre-shipping records and will compare the provided visual proof to address the discrepancy promptly.
Your satisfaction is our priority, and we’re here to assist you every step of the way.
Please note that all specified days mentioned in our return, refund, and exchange policies are counted inclusively, considering both weekdays and weekends.
FAQ
What makes PROSA's fashion unique and sustainable?
We embrace the principles of slow fashion, focusing on quality over quantity. Our pieces are crafted with meticulous attention to detail and are free from harmful pesticides and chemicals. We source materials locally, supporting the local economy and reducing our carbon footprint.
How can I determine the availability of a specific item?
Availability of our items is conveniently displayed on our website. If an item is in stock, it will be visible for purchase. If it’s currently out of stock, you will notice a badge indicating its unavailability, and it won’t be possible to add it to your cart. While the exact quantity in stock may not be shown, you can always reach out to our customer support team for specific inquiries or questions regarding item availability. We’re here to assist you!
What is the return policy for PROSA products?
We want you to be satisfied with your purchase. You can find comprehensive information about our return policy on our Returns and Exchanges on this page. It provides details on initiating returns and exchanges, ensuring a hassle-free process.
Can I modify or cancel my order after it's been placed?
We understand that plans can change. To modify or cancel your order, please contact our customer support team promptly through our Contact Us page here. The possibility of modification or cancellation depends on the order’s status.
How long will it take for my order to arrive?
Delivery times vary depending on your location and chosen shipping option. For estimated delivery times, please refer to our Shipping Information on this page. Once your order is shipped, you’ll receive a tracking number for real-time updates.
Can I receive assistance with submitting my online order?
Absolutely! Our customer support team is here to help with any inquiries or issues related to online orders. Feel free to reach out to us through info@prosa.sk, and we’ll be delighted to assist you.
Why is the Full Refund Period Limited to 14 Days?
Our 14-day refund policy is designed to uphold the quality of our products and safeguard the interests of our customers. This timeframe ensures that returned items have not been in the possession of the customer for an extended period, maintaining the integrity of our goods. Given the nature of our business, offering a curated selection with a more expensive production process than traditional e-shops, this policy helps us manage returns efficiently and uphold the high standards our customers expect. We appreciate your understanding and cooperation in adhering to this timeline.
