Prism Platinum EU Shipping Policy
General Information
Please note that this Shipping Policy only applies to purchases on our dedicated EU Website: eu.prismplatinum.com
Please make sure your address is correctly entered at Check-Out and includes all relevant information. The use of correct abbreviations, street numbers, buildings or apartment numbers and route information (if applicable) is critical for ensuring time delivery. We do not take responsibility for lost, misplaced or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.
Please take care of choosing our products as it is not possible to change it. For exceptional circumstances, please contact us by support@prismplatinum.com
The customer must ensure to be available to receive the package. Prism Platinum will not re-ship the returned package to Prism Platinum due to non-attendance or expired claim of it at the local postal office. If the customer requests to have the package re-shipped:
- The shipping fee must be paid again;
- In case the the postal service disposed the package, the customer needs to order again;
- Costs of customs and taxes cannot be refunded.
Processing Time
All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfilment centre by the applicable carrier. It can take up to 1-3 business days excluding weekends to process orders. Processing time will differ for pre-orders and presale items.
Shipping Rates and Timelines
The estimated timelines for processing, transit and final delivery are dependent on location and carrier. We will always use standard shipping rates which take 1-5 business days to arrive to its destination. Please note that this can change based on factors such as public holiday, holiday season, inventory availability such as Pre-Sales and Pre-Orders.
Warehouse Location
Our warehouse is located at Venlo, Netherlands and primarily covers the European Union and United Kingdom.
Carrier
We will be using DPD NL and Deutsche Post. If you have any other courier suggestions, please send them to support@prismplatinum.com
Shipping Locations
Prism Platinum aims to cover all European countries. However, during the soft launch, we will be shipping to most of the European Union and United Kingdom only. Please see the following list of countries covered:
European Union: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden
(Malta and Republic of Cyprus are excluded. We are still exploring affordable shipping otions for these locations.)
Other: United Kingdom
Shipping Costs
Prism Platinum is carefully monitoring the shipping costs to each shipping location as it is impossible to determine all the costs based on many variables such as but not limited to, dead weight, volumetric weight, location, distance, packaging materials and carrier availability. Please note that the below shipping costs are estimates for the soft launch and may change (increase/decrease) after review.
We also would love your feedback and will send out a survey after the Soft Launch to better understand the shipping costs and your expectations.
EU Zone 1 – Austria, Belgium, Germany, Luxembourg and Netherlands
|
Shipping Method |
Weight |
Price |
|
Standard Shipping |
0 – 0.250 KG |
€8.95 EUR |
|
Standard Shipping |
0.251 – 1 KG |
€9.95 EUR |
|
Standard Shipping |
1.001 – 8.5 KG |
€14.95 EUR |
EU Zone 2 – Czech Republic, Denmark, France and Ireland
|
Shipping Method |
Weight |
Price |
|
Standard Shipping |
0 – 0.250 KG |
€9.95 EUR |
|
Standard Shipping |
0.251 – 1 KG |
€12.95 EUR |
|
Standard Shipping |
1.001 – 8.5 KG |
€17.95 EUR |
EU Zone 3 – Estonia, Hungary, Italy, Latvia, Lithuania, Poland, Portugal, Slovakia, Slovenia, Spain and Sweden
|
Shipping Method |
Weight |
Price |
|
Standard Shipping |
0 – 0.250 KG |
€9.95 EUR |
|
Standard Shipping |
0.251 – 1 KG |
€13.95 EUR |
|
Standard Shipping |
1.001 – 8.5 KG |
€19.95 EUR |
EU Zone 4 – Bulgaria, Croatia, Finland, Greece, Romania
|
Shipping Method |
Weight |
Price |
|
Standard Shipping |
0 – 0.250 KG |
€9.95 EUR |
|
Standard Shipping |
0.251 – 0.5 KG |
€10.95 EUR |
|
Standard Shipping |
0.501 – 1 KG |
€14.95 EUR |
|
Standard Shipping |
1.001 – 8.5 KG |
€24.95 EUR |
Other Zone – United Kingdom
|
Shipping Method |
Weight |
Price |
|
Standard Shipping |
0 – 1 KG |
£9.95 GBP |
|
Standard Shipping |
1.001 – 8.5 KG |
£19.95 GBP |
International Orders
Shipping is only available countries listed under ‘Shipping Locations’. For other European countries, please express your interest by email to support@prismplatinum.com
If you are interested in purchasing from Prism Platinum, please go to our International Website: www.prismplatinum.com
Duties and Taxes
The prices of the products include VAT for the European Union and customers would not be subjected to any duties and any other taxes.
For the United Kingdom and countries outside the European Union, the prices of the products exclude VAT. Customers will be charged duties and/or Value Added Tax when goods are imported. Prism Platinum has no control over these fees and is not responsible for any of these charges. These charges are imposed by and controlled by local governments, border security and/or customs authorities and can be added randomly.
It is your responsibility to pay any duties, Value Added Tax or other similar charges. If you refuse to pay these additional amounts then your delivery will be returned to us. Provided that the product is still in its original condition, Prism Platinum will can either resend the product (shipping costs will need to be paid again) refund you the cost of your purchase (minus the costs of shipping to and from your country).
Delivery
If you are experiencing non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it, please contact us via email and we will assist you to try and make a claim for the package. Please note that the claim with the carrier can take up to 30 business days to complete.
Prism Platinum does not hold responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that have been delivered.
We highly recommend adding Route Protection to your order as any problems caused by carriers can be escalated and streamlined at a much faster rate.
COVID-19
Please take into account COVID-19 shipping delays when ordering as there may be a slight delay to your delivery which is out of our control.
Combining Orders
Unfortunately, we are unable to combine multiple orders together. If you wish to combine orders, you will need to request a cancellation and remake a single order instead. Please request any cancellation before any of your orders get shipped. Changes cannot be made once the orders have left our warehouse.
Group Orders
If your order is part of a Group Order (GO), Prism Platinum holds no responsibility in damages or lost packages once the order arrives to the Group Order Manager and all checks have been made prior to sending parts of the order to the Group Order participants. Please understand that we cannot control how the Group Order Manager ships specific items to Group Order participants.
Group Order participants who have any issues with their products will have to contact the Group Order Manager directly to submit queries to our support team.
Free Shipping on Orders
Free Shipping is not available yet at this stage. We will update all customers once it is available for our EU store.