Frequently Asked Questions

General

What is Prynne?

Prynne is an eco-fashion marketplace making it easy to shop all your favorite sustainable shops in one place.

How do you decide if a brand is sustainable?   

We vet all of our brands for The Prynne Standard: sustainable, ethical & inclusive. Read our full guidelines here.

What does made-to-order mean?

Many of our brands make their clothes made-to-order, to decrease waste. This means the item may take longer to get to you. Please refer to product descriptions for specific made-to-order wait times.

Returns & Exchanges

What is your return Policy?

We accept returns on all full price items if the return is initiated within 7 days of the delivery date. The item must be unworn with tags on. All jewelry is final sale. We do not accept returns on final sale items.

Do you accept exchanges?

Exchanges are accepted if the requested item is in stock and is from the same brand as the original item. Otherwise we will happily accept a return and you can purchase the new item.

Order issues

I'm missing a product from my order, what do I do?

We are so sorry to hear that your order was incorrect. Please email us at support@prynne.shop with your order number and details about the missing item so we can correct our mistake.

What do I do if the Gift Voucher I bought hasn't arrived?

Gift vouchers are sent directly to your email. Please check your promotions or spam folders first; if you have not received it please email customer service at hello@prynne.shop.

Why is the order number different on my packing slip?

All of our brands ship to you individually so sometimes the brand's packing slip has a different order number. When contacting customer service please use the order number in your confirmation email.

Shipping

What is your shipping policy? 

Please see our shipping page for full details on our shipping policy.

Will you refund the shipping charges on my parcel?

We do not currently refund shipping charges unless there is an issue with the order.

For Brands

How do I join Prynne?

We are always looking for new brands to join Prynne. To submit a brand for review simply fill out this form and the Prynne team will get back to you if it's a fit!

I emailed several weeks ago and still haven't heard back about joining Prynne.

We receive many applications for new brands and carefully consider each brand to make sure they are a good match for Prynne. This process can sometimes take several weeks but rest assured someone on our team will email you if we want to move forward with your brand.

STILL HAVE QUESTIONS?

Email us at support@prynne.shop

We are a small but mighty team; please allow

48 hours for a reply.