Shipping policy

Following are the terms and conditions that constitute our Shipping Policy. All our packages are shipped with our partners DHL, FedEx and DPD. During the holiday season and peak periods we may use different shipping providers. 

Shipment processing time

Our products are directly delivered to your home or a pickup point through DHL, FedEx or UPS. The processing time for our orders is typically 3 to 5 business days.

If your order consists of multiple products, they will be shipped separately to prevent the sneakers from being confiscated so you can receive them as soon as possible.

After placing your order on our website, you will receive an email with your order number and a personal email from our team confirming your order again. If the product you ordered is not in stock you will be noticed by our team about it.

To ensure that you will be satisfied with your purchase, we will also send you a video and pictures of the products(s) in your order for you to review upon request. Once you confirm that you are satisfied and would like the sneaker to be shipped out they will immediately be shipped out the same day, after 24-48 hours you will receive an email from us with the tracking information, you will be able to track your parcel through our website.

Shipping Time

Europe: 3-18 days/3-7 days

North America: 2-8 days

South America: 3-12 days

Asia: 1-4 days

Oceania: 3-15 days

We offer worldwide shipping for our products, but please note that we cannot guarantee delivery times and cannot be held responsible for any delays that may occur as a result. We use third-party shipping companies to deliver our products. If there is a delay you will also immediatly be notified by our team about the delay.

For our EU shoppers, we offer both free and fast shipping. With free shipping, which takes 7-18 days based on your location, our products are shipped from Asian production factories to our warehouse in Germany or the Netherlands and from Germany or the Netherlands to your doorstep. This ensures a smooth process without having to pay any custom fees or additional taxes.

If you choose fast shipping, your sneakers will be shipped directly from Shenzhen to your address, guaranteeing a quicker delivery within a maximum of 7 days. However, please note that there is a possibility of incurring a custom fee ranging from 5-10 euros.

 

Custom fees

We do everything possible to avoid any custom fees, ensuring a seamless international shipping experience for our customers. In the rare instances where custom fees do occur, rest assured that we will cover 100% of the charges. You can shop with confidence, knowing that any unexpected custom fees, import duties, or taxes will not result in additional costs for you. Our dedicated customer support team will keep you informed and assist with any necessary payment process, ensuring transparency and peace of mind throughout. Your satisfaction is our priority, and we continuously work to improve our shipping process to provide you with the best possible service.

Lost package

We take full responsibility for any lost packages during transit by our carriers. In the unlikely event of a lost package, we offer our customers two options: an express reshipment of the same item at no extra charge or a full refund of the entire order amount. If you suspect a package is lost, please contact us, and we'll promptly initiate an investigation, keeping you informed throughout the process. In case a package is returned due to reasons like an incorrect address or non-collection, we provide options for a reshipment without charge. Our dedication is to ensure your complete satisfaction and a worry-free shopping experience at all times.

Exchanges

If you need to exchange your order for a different size or a different product, we've got you covered! Simply email us at service@prsnlplg.com  with your order number and your preference. We'll provide our return address which is usually the closest and cheapest from your location. Your satisfaction is our priority, and we want to make the exchange process smooth and hassle-free for you.

* WE USE THE MOST SECURED AND FASTEST AVAILABLE SHIPPING METHOD TO YOUR COUNTRY * 

If there are any potential issues with delivering to your country, we will immediately reach out to you to find a solution. Please be aware that during holiday periods, shipping times may be delayed.