Refund policy
Returns for UK Orders
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the order number which will have been sent to your email.
To start a return, you can contact us at support@princeys.co.uk or by using the contact us form.
If your return is accepted, we’ll send you a return shipping label via email, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted and may not be returned.
You can always contact us about any return queries at support@princeys.co.uk.
Returns for International Orders
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the order number which will have been sent to your email.
To start a return, you can contact us at support@princeys.co.uk or by using the contact us form.
If your return is accepted, we’ll send you a return shipping label via email, as well as instructions on how and where to send your package. We’ll send you instructions on how to return your order.
You may be required to fill out a CN22 form for international shipping. This information will be available on the CN22 sticker that was on the original shipping package.
You’ll be required to repackage, and pay for the return of your purchased item
Items sent back to us without first requesting a return will not be accepted and may not be returned.
You can always contact us about any return queries at support@princeys.co.uk.
Cancelling an Order
If you'd like to cancel your order, please contact us either using the Contact Us form or emailing us at support@princeys.co.uk. If your order has already been shipped, you will have to return the item to us with the shipping label we provide before any refund can be issued. See Refunds further below.
Damages and issues
In the event that your order arrived with damage or there are issues with your order. Contact us at support@princeys.co.uk so we can make it right.
Pre-Orders
All pre-orders will at the minimum be shipped on release date.
To cancel a pre-order, email us at support@princeys.co.ukwith your order number. Any refunds can take up to 14 working days from the time of refund.
Exceptions / non-returnable items
Certain types of items cannot be returned. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@princeys.co.uk