FAQ
DROPS & ORDERS
How do drops work?
Each drop is a limited release of one-of-a-kind vintage pieces. Items are available first come, first served and can sell out quickly.
Is an item reserved if it’s in my cart?
No. Adding an item to your cart does not reserve it. An item is only secured once checkout is completed and payment is confirmed.
Can I reserve an item?
We do not offer reservations or holds.
Can I cancel or change my order?
Only if your order has not shipped yet. Once an order is dispatched, it cannot be changed or canceled.
PRODUCTS & CONDITION
Are your items new?
No. All items are pre-owned/vintage and may show signs of wear consistent with age and prior use.
How do you describe condition?
We aim to be transparent and detailed. Please review the product photos and condition notes carefully. Minor wear consistent with vintage items can include light scuffs, patina, small marks, softening of corners, or slight odor.
Do items come with accessories (dust bag, box, strap, cards)?
Only what is listed in the product description is included. If the original dust bag isn’t included, we’ll provide a Prisme Vintage dust bag so your item is protected during storage and shipping.
Can I request more photos or measurements?
Yes—email us before purchasing and include the product name. We’ll reply as soon as possible (typically within 1–2 business days).
Will the bag look exactly like the photos?
We photograph items carefully, but colors can vary slightly depending on lighting and your screen settings.
PAYMENT
What payment methods do you accept?
Payment methods shown at checkout may include cards/wallets (and local options such as Shop Pay/TWINT/Klarna when available). Available methods can vary by country.
Do you negotiate prices?
We price items as low as we can while keeping the business sustainable. For that reason, we generally do not negotiate.
SHIPPING (EU + UK)
Where do you ship from?
We ship from Geneva, Switzerland via Swiss Post.
Where do you ship to?
We currently ship to the EU and the UK.
How long does processing take?
Orders are typically dispatched within 1–3 business days after payment is confirmed.
How long does delivery take?
Delivery estimates from dispatch (not guaranteed):
- EU: 2–7 business days
- UK: 3–9 business days
Do you provide tracking?
Where offered by the carrier, tracking is provided. Tracking may take 24–48 hours to update after dispatch.
Will I have to pay customs/VAT/import fees?
Possibly. Because we ship from Switzerland (non‑EU), EU and UK orders may be subject to import VAT, customs duties, and carrier handling fees. These charges are set by your country/carrier and are paid by the recipient.
Do you reimburse customs or import fees?
No. We do not reimburse or refund import VAT, customs duties, or handling/brokerage fees.
RETURNS & REFUNDS
Do you accept returns?
All sales are final. We only accept a return if you received the wrong item or the item is materially not as described.
What counts as “materially not as described”?
Examples include undisclosed major damage or an incorrect item being sent. Minor wear consistent with vintage items (especially when visible in photos or noted in the listing) is not considered a defect.
How long do I have to report an issue?
You must email us within 48 hours of delivery with your order number and clear photos (video helpful if relevant).
Who pays return shipping if the return is approved?
If the return is approved because it was our fault, we will cover return shipping (typically via a prepaid label).
When will I receive my refund?
After we receive and inspect the approved return, refunds are processed within 3–5 business days to the original payment method. Banks can take an additional 2–10 business days to reflect the refund.
Do you offer store credit?
We do not offer store credit as a standard return option. In some cases, we may offer store credit as a goodwill gesture at our sole discretion.
