Shipping & returns

Last updated July 15, 2026

Shipping destination and origin

PRISMA currently accepts orders for supported United States addresses shown at checkout. Orders are fulfilled and dispatched from China using tracked cross-border parcel services.

Delivery estimate

Estimated transit is 5–10 business days after dispatch. Business days do not include weekends or public holidays. This estimate begins when the carrier accepts the parcel; it does not include order preparation before dispatch.

Carrier capacity, customs processing, weather, security checks, remote destinations and address issues can extend delivery. If we cannot dispatch within a time specifically promised for your order, we will contact you with an updated estimate and the option to cancel for a full refund of the unshipped order.

Tracking

A shipment confirmation and tracking number are sent to the email used at checkout after dispatch. Tracking may take several business days to show the first carrier scan while the parcel moves between logistics partners.

Customs, duties and taxes

Cross-border parcels may be reviewed by customs. Taxes or duties collected by PRISMA will be shown at checkout. Any lawful import charge not collected at checkout is the recipient's responsibility, except where applicable law requires otherwise.

Address changes and delivery problems

Check the delivery address before placing your order and contact us immediately if a correction is needed. We will try to help before dispatch, but we cannot guarantee changes after processing begins. Customers are responsible for additional delivery costs caused by an incorrect or incomplete address they provided, unless the error was ours.

If tracking has not updated for seven business days or the parcel is more than five business days beyond the estimated window, contact us. We will investigate with the logistics provider. A parcel confirmed lost in transit will be replaced or refunded, depending on stock and your preference.

Starting a return

Contact PRISMA through the contact form within 30 calendar days after confirmed delivery. Include your order number, the item and color, the reason for the request and photographs when the item is damaged, defective or incorrect.

Do not mail an item before receiving return authorization and the correct address. The sender address printed on the parcel may not accept returns.

Return eligibility

• The item must be unworn, unused, unaltered and returned with its original packaging and included accessories.
• Adjustable rings must not show damage from repeated or excessive bending.
• For hygiene reasons, earrings are eligible for change-of-mind return only when unworn and any protective packaging or hygiene seal remains intact.
• Gift cards and items clearly marked final sale are not eligible for change-of-mind return.
• Incorrect, damaged or defective items are reviewed under the issue-resolution section below and are not excluded by the conditions above.

Change-of-mind return costs

For an eligible change-of-mind return, the customer is responsible for tracked return postage. Because orders are fulfilled cross-border, the authorized return facility may be in China. We will provide the destination before you send the parcel so you can review the expected postage cost. Original outbound shipping charges are not refundable unless required by law.

Damaged, defective or incorrect items

Please contact us as soon as reasonably possible after delivery, preferably within seven days, with clear photographs of the item, packaging and shipping label. If we confirm that the item arrived damaged, is defective or differs from the order, PRISMA will offer an appropriate replacement or refund and cover reasonable return postage when a return is required.

Refund timing

After an authorized return is delivered and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method within five business days. Your bank or payment provider may need an additional 5–10 business days to post the credit.

Exchanges

Because inventory and return transit are cross-border, we do not process direct exchanges. For a different color or product, return the eligible item for a refund and place a new order.

Cancellations

Contact us promptly if you need to cancel. We will honor a cancellation when possible before dispatch. Once a parcel has shipped, the return rules above apply. Orders we cannot fulfill will be cancelled and fully refunded.

Your legal rights: This policy does not limit rights that cannot be excluded under applicable consumer law.