Shipping & Returns policy
Our return policy is designed to give you peace of mind when making a purchase from Pierre Protas. We offer straightforward options for returns, ensuring that you can shop with confidence.
Our policy lasts 14 days. If 14 days have gone by since you received purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
To complete your return, we require a receipt or proof of purchase.
Please send your purchase receipt back to our email address info@pierre-protas.com for next steps.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@pierre-protas.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@pierre-protas.com and send your item to: Pierre Protas, 29 Scotts Rd #01-01 , Singapore 228224, Singapore.
Shipping
To return your product, you should mail your product to: Pierre Protas, 29 Scotts Rd #01-01 , Singapore 228224, Singapore.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over S$75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Returns or replace
Customer’s satisfaction is our most important thing, in this belief, we promise to replace or refund under the following situations:
Ship wrong item / wrong address(different from provided information)/damaged item(the damage can be seen clearly).
If we sent wrong item, customers are allowed to keep parcels at their own disposal.
Quality can not satisfy customer’s requirements.
1:Broken/Holes/Mechanical/Torn:Item arrived flawed due to Provider’s or Carrier’s act or omission. Including but not limited to: garments with holes or torn; items having mechanical issues, such as a poor functioning zipper
2:Stains:Obvious Ink spots, smears or any other unknown stains on the garment.
The product is out of stock
If customer place an order at our web page, but the product is out of stock due to reach 100 sales, we refund full amount.
Any claims for damaged / defective items must be submitted within 7 days after the product has been received. And the customer should provide the to us Unique QR code or shipping list. For packages damaged, all claims must be submitted no later than 72 hours after the delivered time. Claims deemed an error on our part are covered at our expense.
If customers have an issue on the products or anything else on the order, please submit a problem report.
However, we are not responsible for the lost caused by some special circumstances and reasons. We have the right not to assist in providing after-sale service, including but not limited to the following situations.
Customer fill a wrong shipping address/size or color/design - No replace or refund
All claims are submitted over two weeks after the product had been received. - No replace or refund
Damaged or deformed product
Product is damaged or deformed by customers - No replace or refund
Wrong or insufficient recipient information
The parcel cannot be delivered properly due to the wrong or insufficient recipient information provided by customers - No replace or refund
Parcel unsigned issue
Under normal logistics conditions, Customers do not sign for parcel due to personal reasons - No replace or refund
Once the parcel has been dispatched and handed over to the carrier, the risk of loss or damage passes to the customer except if loss or damage is done by carrier. If delivery requires collection by the recipient (e.g., from a post office, pickup point, or locker) and the recipient fails to collect the parcel within the timeframe specified by the carrier, the parcel shall be deemed delivered. In such cases, we shall not be responsible for any loss, return, or non-receipt of the parcel, and we will not resend the order or issue a refund for the uncollected item. Any return shipping costs or fees incurred due to an uncollected parcel will be held by the customer.
Because we create each piece by hand specifically for you after your order is placed, we are unable to accept returns or exchanges for incorrect sizing. This allows us to maintain sustainable practices and offer you a uniquely crafted product.
The logistics stagnation caused by political movement/natural disaster risk/military control/warfare and force major factors is not within the scope of responsibility. - No replace or refund
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.
Therefore we reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.