Shipping policy
Where we ship
We ship to all United Kingdom addresses, including Northern Ireland, Scotland, Wales, the Channel Islands and the Isle of Man. We also ship to most other countries — rates are calculated at checkout.
Delivery cost
- United Kingdom: free tracked delivery on every order, no minimum spend.
- Rest of world: a flat rate shown at checkout before you pay.
Dispatch and delivery times
Orders placed before 2pm on a business day are dispatched the same day. Orders placed after that, or at weekends and public holidays, are dispatched the next business day. In practice, everything leaves us within 24–48 hours.
Once dispatched, UK delivery typically takes 3 to 5 business days. You will receive a tracking link by email as soon as your parcel is on its way.
Delivery estimates are estimates, not guarantees. Courier delays, extreme weather and peak periods (late November through December in particular) can add time.
Tracking
Every order ships tracked. If your tracking has not updated for more than 5 business days, email support@getprisma.store with your order number and we will chase the courier.
Where your order ships from
Prisma is operated by Carrer Concept — Digital Utopia, Lda, a company registered in Portugal. Orders to the United Kingdom are shipped from within the EU. The price you pay at checkout is the price you pay — we do not pass on additional handling fees.
Wrong or incomplete address
Please check your delivery address carefully at checkout. If you spot a mistake, email us immediately — we can usually correct it before dispatch. Parcels returned to us because of an incorrect or incomplete address can be re-sent, but you may be asked to cover the reshipping cost.
Lost parcels
If a tracked parcel is confirmed lost by the courier, we will send a replacement or refund you in full. We do not ask you to wait an unreasonable amount of time before we act.
Questions
Email support@getprisma.store. We reply within one business day.