FAQ

How do I track the status of my order? Once your order has been processed and dispatched from our warehouse, you will receive an automated shipping confirmation email containing a unique tracking number and a link to the carrier’s website. You can use these tools to monitor your package's journey in real-time.

What are your shipping rates and delivery times? We offer three tiers of shipping to accommodate your needs: Standard Shipping ($5.99 for orders between $0.00 and $48.99), Free Shipping (automatically applied to all orders of $49.00 and above), and Expedited Shipping ($8.99). Standard delivery typically takes 7-15 business days, while Expedited delivery usually arrives within 3-7 business days.

What happens if my vase arrives damaged? Due to the fragile nature of high-quality ceramics and glass, breakages can occasionally occur during long-distance transit. If your item arrives damaged, please take clear photographs of the broken item and the external packaging, and contact us at service@prunespade.com within 48 hours of delivery. We will arrange a free replacement or a full refund immediately.

Can I change my shipping address after placing an order? We can update your shipping details as long as the order has not yet been handed over to our logistics partners. Please email us immediately if you notice an error in your address. Once a tracking number has been generated, we are unable to redirect the package.

Do you accept returns and how do I start one? Yes, we accept returns. You may initiate a return within 14 days of receiving your item. Please contact our service team to receive authorization and the return instructions before shipping the product back to our German facility.