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Customer FAQ

Orders

How do I check my order status?

Just log into your account to view your order history and you’ll see the current status of your order.

Can I cancel or make changes to my order?

As long as your order hasn’t shipped, yes. If you haven’t received an email that your order has shipped yet, you can always log into your account or contact us to cancel your order.

Why was my order cancelled?

While it’s rare, it’s possible for items to become out of stock. If this does occur, we will notify you within 24-48 hours about the cancellation and issue you a refund. If your order contains additional items, these items will still be shipped to as normal.

What do I do if I received a defective order?

If you received a damaged or incorrect item, please contact us and we’ll assist you ASAP.

Shipping

When will my order ship?

All orders placed before 12pm PST Monday through Friday are processed and shipped within four business days of your order date from Long Beach, California. 

During high-volume sales periods, it might take us longer.

How do I track my package after it has been shipped?

The moment your order ships, you will receive a Shipping Confirmation to the email address you entered on your order. If you don’t receive an email, check your Spam or Updates folders and add shop@prismboutique to your safe sender list. You can also check your order status by logging into your account.

Do you have Free Shipping?

Yes! We offer Free Standard Shipping for customers shipping to an address within the contiguous United States on orders totaling $150 or more after taxes or promotions.

Does Prism Boutique ship internationally?

Yes! Check out our Shipping Policies for more info.

Gift Cards & Discount Codes

How do I use a promo code?

Add your items to your shopping bag and continue to checkout. At checkout, enter the promo code in the field labeled “Gift Card or discount code” and click Apply. Your promotion code will be applied to your order and reflected under your order total. If you’ve followed a link during a sale or promotion, your code might already be loaded into your checkout.

 

Please note: only one promo code can be used per order, including sales or promotions with automatic discounts. Codes cannot be applied to previous purchases or towards the purchase of a gift card. Some additional exclusions may apply.

Please note, only one code can be used per order. Codes cannot be applied to previous purchases or towards the purchase of a gift card. Some additional exclusions may apply.

Something I bought went on sale the next day - Can I still use the promo code?

Unfortunately, promo codes cannot be used on previous purchases. Be sure to join the Prism Boutique Mailing List to receive all our sales and promotions.

How do I use my gift card or store credit?

Store credits and e-gift cards are delivered by email. After your order, you’ll receive an email containing a unique code which you can use on future orders, in-store or online.

To use your gift card or store credit, add your items to your shopping tote and continue to checkout. At checkout, enter your gift card number in the field labeled “Gift Card or discount code” and click Apply.

Can a gift card be used more than once?

Yes, your gift card works like a debit card. Provided there is still a balance remaining on the card, you can use your gift card code multiple times until the balance is gone.

Can more than one gift card be used towards a purchase?

Yes. A customer can redeem another gift card during checkout.

Can a gift card be used to buy a gift card?

No, you can't use a gift card to buy another gift card.

Can a gift card be used to pay for shipping and taxes?

Yes, gift cards are applied to the final order total which includes shipping and taxes.

Returns & Exchanges

What’s your return policy?

We’ll accept in-store exchanges or issue store credit minus shipping costs for unworn, unwashed merchandise with original store tags attached and in original packaging within 21 days of your order date. If you receive an item that is damaged, please Contact Us directly. Please note: we do not issue refunds.

Any reduced-priced merchandise, plus beauty, apothecary, intimates, and vintage items may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit.  For more details, check out our Returns & Exchanges Policies.

Why don’t you issue refunds?

We’re still a small team here at Prism, so we do not currently offer refunds. If you have any questions on products or sizing, please contact us. We receive new items daily, so we hope you’ll find something to exchange your original items for.  Remember gift cards are easily transferable and they never expire. 

If you have any questions about the fit of an item, please feel free to Contact Us before you make your purchase. 

Can I return or exchange items that were purchased on sale?

Any reduced-priced merchandise, plus beauty, apothecary, intimates, and vintage items may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit. For more details, check out our Returns & Exchanges Policies

I need to return something!

We get it, sometimes things just don’t work out. For US customers, head to our Online Return Portal and enter the order number found on your Order Notification or the top right corner of your Order Invoice and email address associated with the order you wish to return. Once your order is located, select your items and reason for return. 

Once your return is approved, you'll receive an email with a prepaid shipping label and directions on how to complete your return. An $8 Return Fee for the cost of your prepaid shipping label will be deducted from your store credit.

Be sure to include the original invoice or order number in your package, and please keep in mind that your return will likely find a new home with another customer - pack your item(s) carefully and within the original box they were shipped in.

How long does it take to process my return?

Returns are generally processed within 2 business days of when we receive your return.

I need to exchange an item.

Unfortunately, we cannot process exchanges online at this time. If you would like to exchange an item, return your item(s) using our Online Return Portal. Once we receive your order we will email you a store credit that can be used to place a new order. 

If you received a damaged item and need to exchange it for the same item, or have a question about exchanging, please contact us and we’ll assist you.

Other

I’m an influencer, photographer or model and I wanna work with Prism Boutique!

We’re always looking to collaborate with creative new talent! If you are a model, blogger, photographer with innovative ideas and an eye for style, use the form on our contact page and we’ll get in touch! Please do not call the store for these inquiries.

I’d love to sell my brand at Prism Boutique! How do I get into contact with your buyer?

We love finding new, independent brands to stock online and at our stores! Head to our contact page to fill out the form and we’ll get back to you as soon as we can. Please do not call the store for these inquiries.

I cannot find the answers to my question here, how do I reach Customer Service?

No worries! Simply contact us or call 562-433-4341 during business hours and we’ll help you out.