FAQs
How can I contact Pryla?
You can email us at infopryla@gmail.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
No, we only ship within Germany.
Where do you ship from?
We ship from China.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept secure payments in Euros via all major German methods like Klarna, SOFORT, and credit cards.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
Yes, as your order is shipped from outside the European Union to Germany, it is subject to import regulations. To provide full transparency and a seamless delivery experience, we include the German import VAT (Mehrwertsteuer) at the standard rate of 19% in your final order total at checkout. This means you will not be asked to pay any additional VAT upon delivery. However, for orders with a total value exceeding €150, different European Union regulations apply, and customs duties may be charged in addition to VAT. These duties are determined by the specific category of the product and are calculated by the shipping carrier during the import process. While the VAT is prepaid by us, the customs duties for these higher-value shipments are typically requested directly from you by the carrier, such as DHL or UPS, before the package can be released for final delivery. We recommend customers placing high-value orders be aware of this potential fee.
How do I return an item?
Please contact us at infopryla@gmail.com
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.