WARRANTY

PRISSIANA Eyewear proudly stands behind our work. We will gladly honor warranty support for defects in materials or in the manufacturing process, at the sole discretion of PRISSIANA Eyewear, valid for six (6) months from the original purchase date. Your PRISSIANA Eyewear warranty excludes any product that was altered from its original purchased condition, damage caused by daily use and normal wear and tear, and any damage caused by unreasonable use, not in accordance with product instructions (dropping the product, etc.), determined at the discretion of PRISSIANA. Your PRISSIANA Eyewear warranty does not cover lost or stolen frames. 

Your PRISSIANA Eyewear frames are built using the finest quality handmade cellulose acetates, highest-quality metals, and optical grade lenses. Please only use the provided microfiber pouch and included cloth to clean your lenses -- to keep your frames safe, happy, and healthy. Please do not leave your frames on your car dashboard, or anywhere where they are exposed to direct sunlight; this can cause the acetate to warp in the heat.

For all warranty inquiries, please feel free to send us an email to info@prissiana.com, and we will do our best to make you look your best. Make sure to provide us with your email address used at checkout along with your order number and photos of your defective frame(s).

SHIPPING

WORLDWIDE SHIPPING?

We at PRISSIANA are committed to bringing our products to everyone in the world. Our service delivers to most countries in the world and is dedicated to meeting a variety of shipping needs. We work in conjunction with the most reliable international and domestic couriers to ensure that your package gets to you safe and on time.

ORDER PROCESSING AND DELIVERY TIMELINES?

The standard processing time for the majority of PRISSIANA Eyewear orders will be packed and ready for courier pickup within 5-7 business days. Processing times may also be extended during holidays*, launches/re-stocks, limited-edition releases and promotions. You will receive your tracking information to the email you provided at checkout. Please allow up to three business days hours for the provided tracking information to be updated.

SHIPPING FEES & DELIVERY ESTIMATES?

The type, quantity, and weight of your package may vary, and as such, cost may vary. Shipping costs also vary depending on your location. To get a shipping quotation, please add your selected items to your shopping cart, and enter your shipping address in the checkout page.

Our distribution center is located in Bangkok, Thailand. All rates and transit times are reflective of this location.

• Please note that PRISSIANA is not responsible for delays in shipping deliveries that include, but are not limited to the following: customs delays, natural occurrences, air/ground transportation strikes/delays or transfers to international carriers. 

*Please understand that business days do not include weekends or holidays such as but not limited to New Year’s Day, Songkran Festival (Thai New Year's Day), Makha Bucha Day, Visakha Bucha, Buddhist Lent Day, and Labour Day.

LOST PACKAGE?

If you believe your PRISSIANA order is lost in transit please email us at info@prissiana.com. Be sure to include your full name, order number and email address used to place the order.

Please allow up to 48 hours (Not including weekends and holidays) to receive a response.

RETURNS/ EXCHANGE

DID YOU RECEIVE A FAULTY UNIT, OR THE WRONG PRODUCT?

Please contact our Customer Support team to start the return process. Please include the following information:

• Order number
• Proof of purchase
• Video or photo of the faulty product (if applicable)
• Complete delivery address
• Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to replace the product.

RETURN CONDITIONS?

If you receive a faulty unit or wrong product, you have 7 days after delivery to initiate a return.

Returned merchandise must be received in its original unworn condition, free from any marks (makeup or otherwise), scratches or damage, and in its full original packaging, including any accessories, manuals, and documentation.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

Returns made without receipt may be refused. PRISSIANA reserves the right to deny any return. Additionally, returns are only allowed for products purchased at full price from PRISSIANA.COM.

If your shipment is delivered to you in any damaged condition or if you are missing any part of your order, please notify us immediately at info@prissiana.com. Please always include your email address used at checkout, your order number, and also be sure to take and send photos with your email to customer service. Damage or missing claims made after two days of receipt will not be honored.

WHEN WILL MY RETURN BE PROCESSED AND REFUNDED?

Once you have initiated your return and shipped your item(s) back to us using the shipping label provided to you, you can monitor progress with the tracking number provided. Depending on carrier timeframes and your location, transit time for your return package could take up to 14 days to arrive at our warehouse. Upon receipt, our warehouse will inspect and process your order to ensure glasses are in new, unworn condition. Once these criteria are met, your refund will be issued. This process can take up to 10 business days from the date your return was received in our facility. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3-10 business days depending on your bank after it is processed. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@prissiana.com.

DO YOU ACCEPT INTERNATIONAL RETURNS?

Our standard warranty applies to all international customers, and in the case of damaged frames, please contact warranty@prissiana.com. Make sure to provide us with your email address used at checkout along with your order number.

All international orders are FINAL sales and are not eligible for return. 

EXCHANGES?

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.

CAN I CHANGE MY ORDER?

Once your order is confirmed, we are not able to change, cancel or alter it.  Our returns are easy, and you are welcome to return or exchange once your order is received.

CAN I CANCEL MY ORDER?

Items already shipped are not reversible, and must then be returned for any exchange (please see the “Exchange” section above). Please note that the cost of this return has to be paid by the customer.

INTERNATIONAL QUESTIONS

DO YOU SHIP INTERNATIONALLY?

Yes, PRISSIANA ships to almost all countries and regions. 

COVERAGE ON TAX, DUTIES AND CHARGES ON INTERNATIONAL ORDERS?

If you are shipping to or ordering from outside Thailand, the customer will be responsible for paying for any and all local taxes, duties and other similar charges or impositions (including VAT) associated with your purchase upon receipt of the package. Please allow 14-21 business days for all international shipments to arrive.

DO YOU ACCEPT INTERNATIONAL RETURNS?

Our standard warranty applies to all international customers, and in the case of damaged frames, please contact info@prissiana.com. Make sure to provide us with your email address used at checkout along with your order number. 

All international orders are FINAL sales and are not eligible for return.

OTHER QUESTIONS

CUSTOMER SERVICE?

Feel free to reach out to us! We are always around to talk and happy to help. Please email info@prissiana.com for any assistance you need. 

Our customer service team is typically available Monday - Friday 9am - 5pm PST. We do our best to respond to all customers within 48 hours.

Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue. Please note that our social media platforms (including DMs) are not monitored by customer service representatives and are unable to help with customer service related issues.

I HAVEN’T RECEIVED TRACKING INFO?

Please allow 5-7 business days for the order to process. Processing times may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions.

If you still have not received tracking information on the 8th business day, please contact us at info@prissiana.com. Make sure to provide us with your email address used at checkout along with your order number.

CAN I OPEN A WHOLESALE ACCOUNT FOR MY STORE?

At this time, PRISSIANA eyewear will only be sold through PRISSIANA.COM. Please feel free to reach out to info@prissiana.com for more information on future distribution opportunities.  

SOCIAL MEDIA POLICY

OUR SOCIAL MEDIA STANDARD & VALUES?

The aim of our social media channels is to communicate with our community. We ask that anyone engaging with our social media channels shows courtesy, kindness and respect for us and for all other members of our social media channels. By engaging with our social media channels, you agree to adhere to the following guidelines.

We and you encourage comments that:

• Share knowledge, kindness, and support
• Share learning opportunities that would be of interest to other PRISSIANA social media community members

Comments must not:

• Defame, abuse, harass, antagonize, stalk, threaten, or otherwise violate the rights of PRISSIANA or others
• Contain spam unrelated to PRISSIANA, or our values and practices
• Deceive others, be obscene, offensive, threatening, abusive, hateful, inflammatory, or promote sexually explicit material or violence
• Promote discrimination based on race, sex, religion, ethnicity, disability, sexual orientation, age, or other protected or personal attributes
• Breach any of the terms of any of the social media platforms themselves
• Contain advertising or promote unrelated services

BREACH OF POLICY?

We reserve the sole right to determine whether contributions to our social media channels breach our guidelines. We reserve the right to hide or delete comments made on our channels, as well as block users who do not follow these guidelines.

Comments, responses, or other publications may also be submitted to law enforcement agencies or bodies if we have reasonable belief that disclosure of such information is necessary to protect the safety of the public or an individual.

COMMENT MODERATION AND RESPONSE?

We will do our best to moderate and respond to comments and feedback. Although we are moderating our channels to help ensure that users’ publications comply with these policies, we are not liable for any damage and are not responsible for the accuracy or reliability of any comments or materials published by users.