Frequently Asked Questions

Shipping & Delivery

  • How much are shipping costs?

    You'll be able to view shipping options and delivery estimates during checkout. 

     Country Shipping Amount
    UK 7 GBP
    USA 10 USD
    Ireland 13 EUR
    Belgium 17 EUR
    South Korea 68,000 KRW
    Japan 5,300 JPY

     

  • What countries do you ship to?
    We ship to the UK, USA, Ireland, Belgium, South Korea and Japan. Interested in ordering Pruzan but don't see your country listed? Reach out to us by emailing hello@pruzan.co. Pruzan is not responsible for any customs, duties or import fees for orders placed outside of the UK. For USA orders - please note custom duties incur only for orders over $800. For all other regions - please refer to your local region's custom duty rates. 

  • How do I track my order?
    You will receive a confirmation email once your items(s) have shipped which will include tracking information for your order, including the carrier we use. You can use our shipping provider’s online portal to track your order any time. You can also opt in to receive an SMS to track your package during checkout. Mobile rates will apply.


  • What do I do if I haven’t received my package?
    We’re sorry to hear that you’re still waiting for your order to arrive. Rest assured, all orders are insured during transit. Please get in touch with us at hello@pruzan.co so we can investigate the details of your order's whereabouts.

  • Can I use a PO Box for my delivery?
    No, we do not ship to PO boxes.

 

Returns

  • What is your return policy? 
    We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. We do not include any return paperwork in your package to reduce waste. We charge a flat 5 GPB return and restocking fee. This will be deducted from your original form of payment.
  • How do I return an item?

    To start a return, please get in touch with us at hello@pruzan.co with the following information:

    • Your Name, Delivery address or Order Number
    • Please specify the item(s) that you wish to return and reason why from below:
      •  Does not suit me
      • Too Small
      • Too Big
      • Unsatisfied with Quality
      • Unsatisfied with Fabric
      • Changed Mind
      • Not as Pictured
      • Other (please specify
    • If an item is defective please include the description and photos of the defect.
To be eligible for a return, your item must be in the same condition that you received it, brand new with original tag(s), unworn or unused, and in its original packaging. 
  • How will I know one my return is received?

    When your return is accepted, we’ll send you a return confirmation email once we receive your package. Please note: Items sent back to us without first requesting a return will not be accepted. For your protection, please retain tracking information for your return. We are not responsible for item(s) that do not arrive at our warehouse and cannot supply proof of delivery signature.

  • When will I receive my refund?
    We will notify you once we’ve received and inspected your return, and let you know if there are any outstanding questions regarding your return. Once approved, you’ll be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 30 business days have passed since we’ve approved your return, please get in touch with us at hello@pruzan.co so we can help.
  • Can I exchange an item? 
    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.
  • What do I do if my item is damaged? 
    Please inspect your order upon reception and get in touch with us at hello@pruzan.co immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
  • What types of items are eligible for return? 
    All full price unworn items are eligible for return. Please get in touch if you have questions or concerns about your specific item.

Sizing

  • How do I know what size I am?
    Pruzan sizes follows standard sizing of your favourite brands. The only difference is that we believe all bodies can and should enjoy our products alike. We provide recommended sizing based on the female and male forms to guide you to the best fit. If you’re note sure what size to buy, don’t hesitate to reach out to us for fit guidance at  hello@pruzan.co.

  • What is the difference between the Straight and the Curved marathon short? 
    The Curved Marathon Short was designed to follow the female form. Choose the curved fit for a slightly shorter, tapered leg. The Straight Marathon short was designed to follow the male form. Choose the straight fit for a longer, straight cut leg.

 

Contact information

  • Don't hesitate to get in touch at hello@pruzan.co and we’ll be happy to assist you.