FAQS

Taxes & Duties

Taxes and Duties may apply according to the destination country that we are shipping your order to. 

Orders & Shipping

Upon making a purchase with Project Presents, you will receive a confirmation email stating what item(s) you have purchased along with the purchase amount. Once our dispatch team have fulfilled your order (1-3 working days), you will then receive a confirmation email upon dispatch including a tracking number for you to be able to trace your parcel. Our shipping provider is UPS, please see below for shipping information and prices:

UPS Standard (EU only)
Fast, reliable service for less urgent shipments, so if you are under no time constraints we recommend this for a more economical service.

Day-specific delivery estimates let you plan delivery dates

Expected arrival:
Europe: 3+ business days

UPS Express Saver
A worldwide, speedy delivery service, more economical than our UPS Express delivery option.

Expected arrival:
Europe: Next business day
The United States and Canada: 2 business days
Asia: 3 business days

UPS Express
Express international shipping to destinations worldwide

In-house customs clearance provided

Includes up to three delivery attempts

Expected arrival:
Europe: Next business day, as early as 10:30 A.M.
United Arab Emirates and the Middle East: 2 business days, as early as 10:30 A.M.
North America, Australia and Asia: 3+ business days, as early as 10:30 A.M.

 

Payment

We accept all card payments (apart from American Express) and you can also use PayPal as a payment method.

Delivery Charges

UK: £4.95

Europe: £10

America: £20

Worldwide: £20  


Returns & Refunds

If you are not happy with your purchased item/s, on receipt of goods you must immediately notify us by emailing info@projectpresents.com within 7 working days of delivery, using your order number as reference. Goods can be returned within 14 days of purchase.

If they are damaged or do not comply with any aspect of our contract you will be entitled to a full refund including any postage costs purchased or incurred. If the item/s are not defective and for whatever reason you have changed your mind; items will be returned at your expense and we recommend adequately insuring the return parcel as well as track and trace to ensure against loss of package because no refund will be given until receivership  of your returned order. You will then receive a full refund excluding initial delivery charges. Returned packages must include the original completed dispatch note and the order number on the outside of the package. Anything returned to us must include the original packaging and attached swing tickets and arrive back to us in the condition that they were received.

 

FAQs

 Will you restock this item?

Some of our products will be restocked, others where specified as limited edition are in limited quantities only therefore will not be restocked. All new releases of limited-edition colourways will be announced on social media before release date.

 

Where can I find more information on a product?

All our products in our webshop are provided with an extensive product description of the product. Please scroll down on the product page to find the product description and size chart. We will also give a brief indication of the height of the model(s) and the size that they are wearing.

 

Do you ship to my country?

We ship to almost all countries worldwide. Please check in our checkout page if we deliver to your requested address.

 

What couriers do you use for shipping?

All our orders will be shipped via UPS.

 

How much does shipping cost?

Your shipping will be calculated according to the size of the order you’re placing, the destination it needs to be shipped to and the UPS service of your choosing. The shipping costs vary, please check your shipping cost at checkout. 

 

How long does shipping take?

PLEASE NOTE: the following information regarding the shipping times only account for the time it takes UPS to deliver your parcel with the service you have chosen. This does NOT include the time that we need to process your order to get it shipped out. We try to always ship out your order the same or the next working day. When we have big launches, we may need more time to process all the incoming orders.

UPS Standard (EU only)
Fast, reliable service for less urgent shipments, so if you are under no time constraints we recommend this for a more economical service.

Day-specific delivery estimates let you plan delivery dates

Expected arrival:
Europe: 3+ business days

UPS Express Saver
A worldwide, speedy delivery service, more economical than our UPS Express delivery option.

Expected arrival:
Europe: Next business day
The United States and Canada: 2 business days
Asia: 3 business days

UPS Express
Express international shipping to destinations worldwide

In-house customs clearance provided

Includes up to three delivery attempts

Expected arrival:
Europe: Next business day, as early as 10:30 A.M.
United Arab Emirates and the Middle East: 2 business days, as early as 10:30 A.M.
North America, Australia and Asia: 3+ business days, as early as 10:30 A.M.

 

Do I pay customs and import charges if I live outside the EU?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot calculate these costs upfront as customs policies and import duties vary widely. You can try to get in touch with your local customs office for current charges before you order so that you will not be surprised by the extra costs that will be added. 

Customers take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will be deducted from your refund.

 

Can I get my VAT back when I am ordering from a non-EU country?

For customers ordering outside the EU it is not possible to get a refund or deduction of any VAT. 

 

Do you ship to BFPO addresses?

No. We currently do not ship to BFPO addresses.

 

Do you ship to PO Box Addresses?

No. We do not ship to PO Box addresses.

 

How do I know If my order was successful?

You will receive a confirmation email as soon as your order has been placed and is being processed. You will receive a further dispatch confirmation email once your order has been picked, packed and is ready to be dispatched. 

If any other issues occur, our customer service team will get in touch with you to let you know what is going on. 

How do I know if my order has been dispatched?

As soon as your order has been dispatched you will receive a shipping email. This email will contain your UPS tracking number where you can track your parcel with. 

How can I track my parcel?
All our parcels will be dispatched with a tracking number that UPS provides. You can track your parcel HERE 

Where is my order?

You can find the status of your order in your account on our website. If your order has been dispatched you have received a shipping email with your UPS tracking number. With this number you can track your parcel on www.ups.com

What is the status of my order?

There are different order statuses your order can have. The status indicates in which stage your order is. Below is a list of the different statuses your order can have when checking your order. 

Pending - We have not received your payment (yet)

Processing - Your order has been created and we will start the process of picking and packing your order so we can ship it out to you. 

Complete - Your order has been completed and has been dispatched to you. 

 

Can I change the shipping address?

For orders placed online we provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address or to verify details with our customers before shipping to a different address.

If you have made a mistake with your shipping details please contact our Customer Services team immediately via emailing info@projectpresents.com, with the subject line ‘Change of address’ and your order reference number and we will try our best to amend them.

Please note, due to the speed of our dispatch centre, we can make no guarantees to change addresses prior to shipping.

 

Can I change or cancel my order?

After completing your order it is not possible to change or cancel. Our fulfilment centre processes orders instantly and we are not able to interfere in this process. 

If there is an emergency, please contact us directly by emailing info@projectpresents.com, stating ‘urgent’ in the subject line and we will see what we can do for you.

 

What if I’m not home when my parcel gets delivered?

If there is no one home at the time of delivery, UPS will do another delivery attempt the next business day or will directly deliver your parcel to a UPS Access Point near you. The courier will leave a note. This note will notify you of the second delivery attempt or at which UPS Access Point you will be able to pick up your parcel.

 

Can someone else sign for my shipment?

Yes, someone other than the addressee can sign for your shipment. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery. 

 

There is a problem with the order I received.

If you have a problem with the order you have received, for instance, you have received an item that you did not order or the item(s) has a defect. Please contact our customer service team by emailing info@projectpresents.com with your order reference number in the subject line and a photograph of the item in question. Our customer service team will get in touch with you as soon as possible and will see how they can find a suitable solution for you.

 

How long will it be before I get a refund?

Returns are normally processed within 10 business days after arrival. As soon as your return has been processed you will receive an email notification about your refund or exchange order. 

 

How long will it be before I get an exchange?

If the requested exchange item is still in stock, an exchange order will be created for you and you will receive an email notification. As soon as this new order has been created your product will be shipped out on the same day or the day after. When shipped, you will receive a shipping email with your new UPS tracking number. 

 

How do I return an item?

If you are not happy with your purchased item/s, on receipt of goods you must immediately notify us by emailing info@projectpresents.com within 7 working days of delivery, using your order number as reference. Goods can be returned within 14 days of purchase. Items will be sent back at your own expense and you will either have your items exchanged and sent back out to you or a full refund within 10 working days (minus all postage, initial and returned).

The returned item(s) and the packaging must be in unused and new/unworn condition with swingtag(s) attached, if the product packaging is damaged we will charge a fee of at least 25% of the value of the merchandise.

Where item(s) are being returned due to defect or damage, customers will receive a full refund including all postage. We advise that the detail of damage along with photographs are sent through prior to returning to info@projectpresents.com within 7 working days of delivery, using the order number for reference.

All packages returned to Project Presents, must include the order number on the outside of the package and the completed returns form. Please see our Terms & Conditions for more information.

 

What is your online return policy?

All returns must be sent back to Project Presents within 14 days of delivery. All returns must be accompanied with the return form, otherwise, we cannot process the returned item(s). 

Please pack all returns carefully to avoid them being damaged during transit. All products must be returned in their original packaging, with the swingticket(s) still attached and in new and unworn condition. 

Please always use a reliable courier and include tracked and insured postage to ensure the safe arrival of the package, as we cannot take responsibility for damaged or lost items. Always keep proof of postage. Return shipping costs will not be refunded.

Returns are normally processed within 10 working days after receipt of item(s). Returns can be refunded or exchanged for a different item. If you choose to receive a refund, we will credit the card used for the purchase of the initial order. In the case of a Paypal transaction, the payment will be refunded to the Paypal address used for the initial order. Paypal transactions are refunded the next day. Refunds for payments made via Credit Cards can sometimes take up to 30 days or less. 

In case of an exchange, please list the item(s) that you wish to receive instead. We will contact you if there are any questions. 

 

I don’t have my return form what do I do?

If you lost or didn’t receive a return form with your order, please contact our Customer Service team via info@projectpresents.com and they will provide you with a new return form.

 

What is your return address?

Our return address is shown on your delivery note.

Our address is: 
Project Presents

Unit 6

The Barracks

Edmund Road

Sheffield

S2 4EE

United Kingdom

 

Can you confirm you have received my return?

We aim to process returns within 10 business days of receiving them. You will be notified via email once the return is complete. 

We suggest you make a note of the tracking number of your return shipment. This will allow you to track your parcel at every stage of delivery, including arrival. 

Should you have any queries about your return, please feel free to contact our Customer Service team by emailing info@projectpresents.com.

 

The item I purchased is now on sale, can I get the difference refunded?

As soon as an item you purchased goes on sale online, the difference cannot be refunded to you. Since we do understand this might be frustrating you can, of course, return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our return policy. Please note, we cannot guarantee that another customer won't purchase this item first.

 

Sizing Information

We understand the importance of purchasing the correct size when ordering online which is why all products reference our sizing guide within all product pages.
If you need any extra assistance with the sizing of specific products please contact our Customer Service team by emailing info@projectpresents.com and they will be more than happy to assist you. 

Where do you produce your products?
Our garments are globally sourced and finished within the UK. Please see our ‘Ethically sourced’/ ‘Eco Friendly’ pages for more information.

How do I wash my garments?

Please follow the instructions provided on the care label within the garment. You can also reference our product pages that also provide these care instructions.