Where are you located?
Prochorus is located in the United Kingdom.
How are your products made?
The items that you purchase here at Prochorus are made to order. We work with an on-demand order fulfilment company to print and ship your items to you. They have locations all over the world, so where you’re located will determine which facility can most efficiently get your order to you.
Where will my order ship from?
We work with an on-demand order fulfilment company with facilities located all over the world. So depending on where you are, your order is printed and shipped from the facility that can fulfil it most efficiently.
When will I get my order?
Please note that due to the challenges posed by COVID-19, many services involved in getting your order to you are taking a little longer than usual.
However, it typically takes 3–7 days for us to fulfil an order, after which it’s shipped out to you. The shipping time will depend on your location, but can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Check with your neighbours, in case the courier left the package with them.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not under our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. Use this link to track the delivery of your order to you. If you have any questions about your tracking or shipment, send us an email at email@example.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please send us an email at firstname.lastname@example.org with photos of the damaged product, your order number, and any other details you may have about your order, within seven (7) days. We’ll get back to you with a resolution as soon as possible!
The address used for my order is incorrect, what should I do?
If you think that you have entered incorrect address details, then please contact us immediately using the Contact us form or at …prochorus.co. We’ll do our best to update the details before it gets sent to you. In the unfortunate case that the order has already been sent with the incorrect details, we will not be liable for any delays or failed deliveries. If your order is returned to us by the courier due to this, we will contact you to arrange a new delivery using the correct address details.
There’s something wrong with my order
If there’s something wrong with your order, please let us know immediately by contacting us at email@example.com.
What’s your return policy?
We have a simple 28 day return policy. This means that you have 28 days after receiving your item to request a return and that we are happy to offer a refund for items returned in their original condition. We do not accept returns for unwanted items after this time frame.
For more information regarding returns, exchanges or refunds, please refer to our Refund Policy.
Can I exchange an item for a different size/colour?
We are currently unable to offer exchanges at this time. A new purchase will need to be made for a different size or colour. If you’re unsure which size would fit better, check our sizing charts. We have a sizing chart for every item listed on our store, in the product description section.
If you would like to return the original size/colour item as it is unsuitable, but still in its original condition (as explained in our return policy), please let us know that the reason for the return request is that you would like to purchase a different size/colour.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at firstname.lastname@example.org no later than seven (7) days after receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund.
Need more help?
Feel free to contact us using the Contact us form or at email@example.com if you have any other queries that we can help with.