Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)
General Questions

What is the status of my order?
Once you place your order, you will receive a confirmation email with tracking information.

Can I modify my order?
Orders can only be changed as long as they have not yet been prepared for shipping.
If your order is already marked as “Preparing for shipment,” “Shipped,” or “Delivered,” no further changes can be made.

Payment

Which payment methods do you accept?
Secure payment by credit card: We accept Visa, MasterCard, American Express, and Discover.

In which currency will I be charged?
All transactions are processed in Dollar (USD). If your card is in a different currency, your bank will apply the applicable exchange rate.

Do you offer payment in 3 or 4 installments?
Yes, we offer the option to pay in 3 installments.

Shipping

Where do you ship to?
We ship worldwide, including Asia, North and Central America, Europe, and Oceania. Payments can be made via PayPal or credit card.

How long does it take to ship my order?
Processing your order usually takes 3 to 7 business days. Delivery time depends on the chosen shipping method.

How can I track my package?
Once your order has been placed, you will receive a confirmation email with tracking details.

What happens if I am not at home?
If you are not at home, a second delivery attempt will generally be made the next day, or the delivery service will contact you to arrange a new delivery time – depending on the country and carrier.
In some cases, you may need to collect your package from the nearest post office.

Returns

Do you accept returns?
Yes, under the following conditions:

  • The item was purchased through our official online shop.

  • The item has not been used.

  • The return is requested within 14 days of delivery.

Please contact our customer service team to initiate a return.

Can I exchange an item?
Yes, exchanges are possible under the same conditions as returns.
Please indicate that you would like an exchange when you return the item.

Are returns free of charge?
Please contact our customer service for a return address. Pack the item securely in the original packaging and include proof of purchase.
In certain cases, we will cover the return shipping costs. If the return reason is not due to an error on pratinea.com’s part, the return shipping costs will be deducted from the refund.

How long does it take to process a return?
Returns are processed within 14 days after the package arrives at our warehouse.
Once your return is accepted, the refund, exchange, or credit will be issued within 14 days.

If you have further questions, please contact us through our customer service center.