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Customer FAQ


How do I check my order status?

It’s easy! Simply log into your account to view your order history and current order status.

Can I cancel or make changes to my order?

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. Once we’ve fulfilled and shipped your order, we will be unable to cancel or make any changes.

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.


When will my order ship?

All domestic orders are shipped within 2 business days of your order date from our boutique in Long Beach, California. During sales and other high-traffic periods, it might take us longer.

If your order was placed after 12pm PST, turnaround times will start the next business day.

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

As soon as your order ships, you will receive a shipping confirmation with tracking information for your package. Please note, tracking information may take up to 48 hours to appear after your package has been scanned. 

If you don’t receive an email, check your Spam or Updates folders and add to your safe sender list. You can also check your order status by logging into your account.

Do you offer Free Shipping?

Yes! We offer all members of our Prism Insiders Club free Standard Shipping for orders shipping to an address within the contiguous United States totaling $100 or more after taxes or promotions. You must have a Prism Insiders account, and be logged in.

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 selections to your tote and continue to checkout. Look for the Discount Code or gift card field under your cart summary, type in the code and click ‘Apply.’ Your  discount will be reflected in your order total.

Please note, each specific promotion and discount code have unique terms, exclusions and expiration dates. Consult the email, SMS, or marketing message you received the code with for more information, as our team cannot override restrictions. Promo codes cannot be applied to previous purchases.

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.

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.

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

I need to return something!

For US customers, we offer easy, online returns via our Online Return Portal. Just 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 fee for the cost of your prepaid shipping label will be deducted from your store credit.

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 30 days of your order date.

If you receive an item that is damaged or incorrect, please Contact Us immediately.

Please note: select merchandise may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit.

Why don’t you issue refunds?

We’re still a small team here at Prism, so we do not currently offer refunds. 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?

Select merchandise 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

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.

We can only process online exchanges if you are exchanging for the same item. If you would like to exchange an item, use our Online Return Portal.


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

We’re always looking to collaborate with creative new talent! Contact our team 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 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.