1. Email our Customer Care team at customercare@prenebags.com to request a Return Authorisation number (RA.) We kindly ask you to include:
- the original order number
- the details of the item/s
- the reason for return
in your RA request email. Once approved, we will send you a returns form for you to fill out and include in your return. Please note, no returns will be accepted without a return authorisation from our Customer Care team.
2. Once you are issued with an RA number, please return your item to the following address:
Prene International Returns
RA#:
Suite 168/283 Glen Huntly Rd
Elsternwick,
VIC, 3185
AUSTRALIA
PLEASE NOTE: RETURNS WITHOUT A RETURN AUTHORISATION NUMBER WILL BE REJECTED.
3. We kindly ask you to return your item using the same packaging it was delivered in to help us reduce our environmental impact. If the satchel or box is no longer usable, please use a secure postage bag or box to return your item(s).
Once your online return is received by Customer Care, the item(s) will be assessed to ensure it complies with our policy and a return outcome will be determined within 10 business days. If your online return has been credited to an online voucher you will receive an email with your voucher number to redeem online at checkout. Credit vouchers are valid for 2 years from date of issue and not refundable or redeemable for cash.
Prene is not liable for the loss or damage of garments in return transit. We recommend sending the item via a traceable delivery method and keeping record of your tracking number. Please note original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.
Due to COVID-19 there is the potential for delays with international shipping, therefore, potential delays in international returns reaching our mailbox.