FAQ

Yes, Prisma Company offers shipping to most countries around the world.

After your order is received we generally require 1 to 3 working days for processing and shipping. Occasionally, a delay may be caused by the production process. We do not ship or deliver packages on Saturday or Sunday. Weekend orders (including Friday evening) will be processed on Monday.

We cannot deliver to PO BOX addresses since courier companies are not able to deliver packages to PO BOX. We can, also, deliver to your residential address or at your work place. If you choose to have your package delivered at work, please make sure that someone will be available to take receipt of the goods. Also, it would be better if you add your company name to the shipping address in order to help the courier driver find you easily.

Delivery charges and Free Shipping, are calculated on a per-order value basis and the delivery destination. Shipping cost will be shown at the checkout page after both the delivery destination and service option have been selected. A guide to shipping cost by destination country can be found in this table.

Orders are shipped only using Courier Services, the Registered Post Office delivery is not available. We cooperate with UPS, FedEx, DHL and TNT. We make sure that your order will be shipped the safest and prompt way, depending on the destination country.

Some orders delivered outside the European Union may be subject to customs duties or other taxes. These are charged by your national customs authorities when your order arrives in your country and they vary from country to country. Orders delivered within the European Union are free of duty and taxes. Should the order be dispatched and customs fees and duties are refused the goods will be returned back to us. We hold the right to deduct the shipping fee and return charges from the refund amount.

Delivery times may vary depending on your destination country. A guide to shipping times by destination can be found in this table.

For your security we aren’t able to change the shipping address your package is being ship to. If you’re not available when the driver attempts to deliver the package, our carrier will leave a note advising how to arrange a redelivery or where you can pick up your package.

All parcels in order to be delivered need a signature from the recipient. So if you are not available, the carrier agent will try to deliver the package the next day, or they’ll leave a note on how you can collect the package. Some courier companies may choose DAP (Delivered At Place) service, that is the reason why we recommend you to track your parcel, as soon as you receive our confirmation mail with the delivery information of your order.

Due to current situation, sometimes there are small delays in delivery times and dates and we kindly ask you to be patient since there are tremendous amount of parcels that are in need to be managed daily. Therefore, delays are going to be happened. Contact with your Local Carrier so they will be able to provided you further information about the status of the shipment. You can, also, check your mailbox for the confirmation mail that we sent you with the tracking ID of the parcel or just login to your account and click “Orders”.

• Click on the icon at the right top corner and make a new account by selecting “Register”. If you already have one, click on “Sing in”.
• Enter your e-mail and the password you wish to have in our e-store. Tick the box “I agree to have my personal data processed as follows. For more information – Visit our Privacy & Security section” and the Anti-bot validation.
• You have now successfully created your account in Prisma.
• Then choose the product you wish to buy, select the size and click “Add to Shopping Bag”.
• If you want to purchase more products, select “Continue Shopping”. Otherwise select “View Bag”.
• If you have a coupon code, enter it in the section “Coupon code”. If not, select “Proceed to Checkout”.
• Enter your billing address and tick the box “I agree to have my personal data processed as follows. For more information – Visit our Privacy & Security section”.
• If your billing and shipping addresses are the same then select yes. If not, enter your shipping address
• Select the shipping method you want.
• Select the payment method. You can also leave a comment if you want to, in the “You can leave us a comment here” space.
• Select “Submit my Order”.
• You will then be redirected to either PayPal (if you chose PayPal as payment method), or to the bank (if you chose Credit Card as payment method).
• Proceed with the payment.
• You will then receive an e-mail that will notify you if your payment is successfully completed.

If you have any difficulty placing your order, follow the steps provided in the section “How can I place an order”. Otherwise. please contact our customer care team at customercare@prisma-mv.com   (9:00-16:00 EEST Monday to Friday) and we will be happy to support you.

• If your payment has been declined, please try to place your order again.
• If your payment is still being declined make sure that you follow the steps below:
  1. Check the card details that you are providing during check-out to make sure that are correct.
  2. Make sure that you entering the security code correctly. (The three-digit number on the back of your Credit Card.)
  3. Make sure that you are using a card that is valid and not expired.
  4. Make sure that the card has the sufficient amount needed in order to complete the payment.
  5. Also, reassure that you are entering the correct one-time password (3D Secure) provided from your bank during the check-out process for your security. Keep in mind that in every try you will get a different password.
• Your Card Issuer may have declined the payment. Therefore, since we can’t know the reason of this happening, the best way is to contact with them or with your bank.
• If none of the above is the reason, try paying with a different card or via PayPal.

Orders are processed for collection and shipment between 9:00-12:00 EEST. Once your order is confirmed, we cannot proceed to any changes. If you still wish to make a change, contact us at customercare@prisma-mv.com , we will cancel the order and you can place a new one at www.prisma-mv.com.

Unfortunately, we do not accept phone orders. We only accept orders from our website www.prisma-mv.com

We accept VISA, MasterCard, American Express, Diners, PayPal Apple Pay, Google Pay. Ordering online with us is safe and secure! We provide a method of interaction with our customers that is 100% secure and does not compromise your bank card information. You can feel confident using your credit card to purchase from our site.

Unfortunately, we do not accept cash-on-delivery as a payment method. All orders must be paid in full before shipment.

We only accept payment in euros. However, upon selection of the preferred currency we provide you with an approximate conversion. Please note that your transaction will be subject to the Current Currency Conversion, which fluctuates daily, and your bank may charge you an International Transaction Fee.

Once your order is placed successfully you will receive a confirmation e-mail with all orders’ details. You can also check the status just by logging in to your account, click on “Orders” and check your latest order.

Once your order is shipped successfully, you will receive a confirmation email with all shipments’ details. To track your order, simply click on the link provided on this e-mail to view the up to date tracking. You can also have access form your account, just by clicking “Orders”.

We recommend you that you don’t receive packages when they are slightly damaged. We have no responsibility for the damaged cause. However, if an item is missing from the order, please contact us at customercare@prisma-mv.com  providing the order number, the name and also code of the missing article. We’ll get back to you the soonest possible in order to resolve the issue.

Goods are charged at the price shown on the product page on the date the order is placed, and the VAT is included. All prices are correct at the time of publication. Please, notice that for EU countries, VAT is indicating with the VAT of your country. For NON-EU countries, Greek VAT is included.

Please visit the ‘Size Guide’ section below the description of every product. A guide can be found in this table. Also, besides that. you can find a quiz in every single product page below the available sizes. Follow the steps, answer the questions and at the end of the quiz, we will recommend you the perfect size for you according to the answers provided. From now on, we will always recommend you the correct size for every product. If you have a specific question, or you are still concerned about which size is best for you, please email us at customercare@prisma-mv.com

We are always trying to offer the best display quality we can. Images on our site have the best resolution and are totally matched with the original color of any product. We are not responsible for any differences due to the display device (pc, laptop, cell phone, etc.)

Certain items may temporarily be out of stock and we are working hard on it to make it available again. However, sometimes, some items may be permanently canceled from our production. If you have a question on a particular style, please email us at at customercare@prisma-mv.com

All items are sold on a first-come, first-served basis. This means items you have in your shopping bag may not be available later. The only way to reserve those items is to complete your order. Although you can always add and save items to your wish list and buy them later!

You are able to use only one Promo Code per order. Two codes on the same order are not applicable.

If you are not satisfied with the goods delivered, or you changed your mind, you have to decide within ten days of receipt of the goods if you want to return the item(s).

Unfortunately, no replacements are being made. You can return it back and as soon as we receive the item(s), we proceed with the refund.

In order to return your goods, you have to follow the steps below;

• Login in to your account at the top right corner.
• Click to “Orders”.
• Click on Orders’ Number (which include the item(s) that you want to return).
• Then, click on “Request a Refund”.
• Select the item(s) that you wish to return, choose the reason that you need to make the return and click “Return” button.
• Once you have complete the steps, you will receive an e-mail with the return details and the documents that are required in order to return the items.

The return package is at your own cost and no Return Label is provided.

The shipping address that you have to ship the returned package depends on where you are located. In order to request a return, please login to your account, click on the order’s number where the item is that you want to return and click on “Request a Refund”.

As soon as we receive your parcel we will first inspect the good(s) that you have returned and then you will receive an e-mail with the approval and the refund of the purchased item(s). Notice, that postal costs will be refunded only in case of faulty items. You can, also, login to your account here, click on “Orders” and check for further information.

Unfortunately, we are not able to offer exchanges to returned items. All the items that are returning back, they will be refunded once they arrived and inspected from our warehouse. If you still wish a different size or color, you can always proceed and place a new order. For more information, you can visit our return policy here.

If you have received a refund after the order has been placed successfully, that means an item was out of stock and the amount of this item has been refunded. In order to check which item was out of stock you can check your mailbox or you can just login in to your account, click on “Orders” and then click on your order’s number.

Since your order has been partially or fully refunded, it takes up to 2-3 labor days for the amount to be appeared to your bank account. It depends on your Card Issuer and your bank’s procedures.