Refund policy
At Prestige Customs, we want every order to arrive as expected. If something goes wrong with your order, please review the information below to understand when a refund or replacement may be available and how to contact us.
Order Cancellations
Orders may be cancelled before they are dispatched, provided that cancellation is still possible during the processing or production stage.
If you wish to cancel your order, please contact us as soon as possible at info@prestigecustoms.store with your order number.
Once an order has been dispatched, it can no longer be cancelled.
For personalised or made-to-order products, production may begin shortly after an order is placed. Where production has already begun, cancellation may not always be possible.
Refund & Replacement Eligibility
Due to the nature of our fulfilment process and personalised products, we do not generally accept physical returns unless required by applicable law.
However, you may be eligible for a refund or replacement if:
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Your order is lost in transit
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Your item arrives damaged or defective
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You receive the wrong item
If your item arrives damaged, defective or incorrect, please contact info@prestigecustoms.store within 7 days of delivery and include:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging, where applicable
Our team will review the information provided and determine the appropriate resolution.
Lost Orders
An order will generally be considered lost in transit if it has not been delivered within 45 days from the date of dispatch.
If your order has not arrived within this timeframe, please contact info@prestigecustoms.store with your order number.
We will review the available tracking information and investigate the shipment. If the parcel is confirmed or reasonably determined to have been lost in transit, we will arrange an appropriate resolution, which may include a replacement or refund.
You do not need to wait for a delivery to report a parcel that has exceeded the 45-day lost-parcel timeframe.
Non-Refundable Situations
Unless otherwise required by applicable consumer law, refunds will generally not be issued for:
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Delivery delays caused by courier operations, customs processing or local postal services where the parcel remains in transit
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Incorrect or incomplete shipping information provided by the customer at checkout
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Change-of-mind requests
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Items that arrive in good condition and match the order placed
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Personalised or made-to-order items where the supplied personalisation matches the information, images or text submitted with the order
Delivery timeframes displayed on our website are estimates and are not guaranteed delivery dates.
A delayed parcel is not automatically considered lost. Our lost-parcel procedure applies once the relevant timeframe described above has been reached.
Refund Processing
If a refund is approved, it will be issued to the original payment method used for the order.
Once a refund has been processed by Prestige Customs, please allow approximately 5–10 business days for it to appear in your account.
The exact timeframe may vary depending on your bank, card issuer or payment provider.
European Union Consumer Rights
If your order is delivered within the European Union, you may have a legal right to cancel certain purchases within 14 days of receiving them.
To exercise an applicable cancellation right, please contact info@prestigecustoms.store within the relevant statutory period and provide your order details.
Certain goods may be excluded from cancellation rights under applicable consumer law. In particular, products made to a customer's specifications or clearly personalised may not qualify for the standard withdrawal right.
Where a statutory cancellation or return right applies, we will provide you with instructions for completing the process.
Nothing in this policy is intended to limit any mandatory consumer rights available to you under applicable law.
Contact Us
If you have questions about a refund, replacement, cancellation or delivery issue, please contact our Customer Support team:
Email: info@prestigecustoms.store
Please include your order number wherever possible so we can locate your order and assist you more quickly.