FAQ

SHOPPING/ORDERING

 

I'm not sure what size to buy...

Each apparel has their own unique sizing, please refer to the product page for the measurement or email us at hello@summerprism.com and we will response to you within 24hr.

 

An item I want to buy is sold out – will you be restocking it?

All of our stock is limited and we do not restock products once they have sold out. We may receive some items back via returns, which will then be made available online – so keep an look out for it!

 

How do I use a discount code or a credit note?

To enter a PROMO code, copy and paste the code into ‘PROMO CODE’ box during checkout and hit 'APPLY'. Provided that your order complies with the terms of the offer, the discount will then be taken off your order total.

If you have an existing credit note, it will be available in your Summer Prism account and displayed as a payment option during checkout. 

A discount code can be used in conjunction with a credit note. If you are using a credit note code, just copy and paste the discount code into the box, hit 'APPLY', and then enter the credit note code.

 

Why isn’t my discount code working?

There are a number of reasons why your code might not be working. Check that:

    • You’re logged into your customer account.
    • The items in your cart meet the requirements for the promotion (i.e. they are full priced items; they total more than $100).
    • The code has not expired.

If you’re still having trouble, contact our Customer Care team at hello@summerprism.com and we can sort your problems ASAP.

 

Can I use more than one promotional code on my order?

Only one of our discount codes can be used per transaction. However, if you have a credit note from a previous order, this can be used in conjunction with a promotional code.

 

I forgot to enter my promotional code! What can I do?

Unfortunately we cannot enter codes manually after an order has been placed. You’ll have to save it for your next order!

 

I’m trying to sign into my account – help!

Although you don’t need an account to make a purchase, you will need to create one if you wish to use a promotional code or track your order.

Firstly, check that you have previously created a customer account – not just signed up to our newsletter!

If you’re seeing the ‘invalid login or password’ message, make sure your email and password are correct.

 If you still can’t sign in, you can request for a password reminder to be sent – just follow the prompts on the page and enter your account email.

If you’re still having trouble, contact our Customer Care team at hello@summerprism.com with screenshots of your issue, and we can sort out your problems ASAP!

 

Can I cancel or change my order?

As our orders are dispatched quickly, we are unable to cancel or change the details in your order once it has been placed.

 

Why haven’t I received a shipping confirmation email?

Please allow 24 hours for shipping confirmation emails to come through, or until the next business day if ordering over a weekend.

Sometimes our emails can wind up in junk or spam folders. Try checking there first and adding us as a contact to avoid this!

You can also check that your order has gone through by logging in and viewing the ‘My Account’ section.

 

DELIVERY

 

How long will my delivery take to arrive?

Your Summer Prism order will be dispatched within 1-2 business days. For shipment in Singapore, it should arrive within 1-3 business days. For international orders, it should arrive within 7-10 business days by DHL depending on where you are located.

 

How do I track my order?

Once your order has been dispatched, you will receive a confirmation email containing a link that you can use to track the progress of your delivery. We will also send you email updates along the way, so you know exactly when to expect it.

 

If I’m not at home to receive my delivery, where will it be left?

Your order needs a signature upon delivery, so if there is no one around to receive it the courier will leave a missed delivery card.  You can then organise for your order to be re-delivered whenever it suits you!

 

How much is international shipping?

SINGAPORE - $2.99 Standard Delivery via Speedpost Standard Trackable Shipping Order

*REST OF THE WORLD - $8.99 Standard International Delivery via DHL Trackable Shipping Order

Please note that the order value thresholds for shipping costs apply to the total value of an order after any discount codes have been applied, and shipping costs are non-refundable. In addition, we have adsorbed most of shipping cost for our customers.

Why do I have two tracking numbers for my order?

Occasionally orders will be split into two shipments and you will receive tracking information for both parcels. You will not be charged any additional shipping costs for split shipments.

 

RETURNS

 

What is your returns policy?

Your item(s) can be returned within 14 days of receipt, provided they meet our return conditions (you can find them here). Just complete a copy of our returns form and send your item(s) back to us at one of the below addresses:

SUMMER PRISM RETURNS

My Mail Box 883178

Singapore 919191

 

Please be aware that products purchased on sale can only be returned for store credit, unless they are incorrect or faulty. Items purchased using store credit can only be returned for store credit, including full-priced items. Purchases made with some discount codes can be returned for store credit only; when you input the code at checkout you'll be able to see the conditions for that code. Please note that, in the absence of any fault, returns and exchanges are not available for any underwear, bodysuits, swimwear, earrings, hair accessories or cosmetics due to hygiene reasons.

 

Can I exchange my item if it doesn’t fit or doesn’t suit me?

We can exchange your item for store credit, which you can use to purchase a more suitable size or style.

 

Can I return my item(s) for a refund?

Yes, full-priced items can be returned for a refund provided that they are in their original condition and meet all our return requirements (you can find them here). If a full-priced item has a promotional code applied to it, it can still be returned for a refund unless the conditions of the promotional code specify store credit returns only. When you input the code at checkout you'll be able to see the conditions for that code, including any return information for the offer. Items with reduced sale prices can only be returned for store credit.

 

I’ve lost my return form! Can I get a new one?

No stress! You can download and print a new form here.

 

Do you pay for my return shipping?

All return shipping is the responsibility of the customer.

 

How long will it take for my return to be processed?

We try to get through all returns ASAP, but once your return is received at our office, it may take 5-7 business days to process.

 

How do I know if you have received my return?

Once a return has been received at our office, we will send you an email confirming that it has arrived. Once received, it can take 5-7 business days to process. When sending back your return we recommend you get a tracking number, just in case it needs to be tracked down.

 

What do I do if I think an item is faulty?

If you believe your item is faulty, please contact our Customer Care at hello@summerprism.com prior to sending it back.

We cannot accept liability for an item until it is returned and has been confirmed as faulty by our garment technicians.

 

What defines faulty?

    • Manufacturing faults.
    • Goods that have been wrongly described.
    • Goods that are different to the goods that you ordered.
    • Goods that do not do what they are supposed to do.
    • Goods that have defects that were not obvious or that we did not bring to your attention.

 

* (Flat Shipping rate +$8.99 USD) USA, Canada, Russia, Australia, New Zealand, UK & EU countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.

* Middle East territories and regions (Flat Shipping rate +$50 USD): Bahrain, Cyprus, Egypt, Iran, Iraq, Israel, Jordan, Kuwait, Oman, Palestine, Qatar, Saudi Arabia, Syria, Turkey, United Arab Emirates, Yemen.

* African countries (Flat Shipping rate +$50 USD): Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Central African Republic, Chad, Comoros, Democratic Republic of Congo, Republic of Congo, Cote D’Ivoire, Djibouti, Equatorial Guinea, Eritria, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Madagascar, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Zambia, Zimbabwe.

 

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