Shipping
Shipping will be automatically calculated upon the placement of your order. All orders will be shipped using EMS-HK Post courier services, with the exception of orders to be delivered to Hong Kong, China, and Taiwan which will be delivered via SF Express. Fedex, DHL, and UPS are also available at a surcharge, please contact our Customer Service team for more For countries that are not shown or for other shipping methods, please send us an email at info@prologuehk.com for assistance.
Once your order has been despatched, you will receive an email containing your package's tracking information. Depending on the products ordered, your location, and your local customs' practices, shipping times may vary.
Ready-to-wear products (all estimates subject to customs):
- USA, UK, and EU: 10 - 21 days
- Hong Kong, China, and Taiwan: 3 - 10 days
- Rest of the World: Between 10 - 30 days
MTO/MTM and Pre-Order products:
In addition to the above estimated durations for shipping, please allow an additional 3-4 weeks' of production lead time for your custom garments.
Returns, Exchanges, Refunds, and Amendment of Orders
If you have not received confirmation or tracking information yet, please send us an email and we will do our best to respond to your enquiry as soon as possible. If you would like to amend your order please contact us as soon as possible, it may be possible to request a different size or to remove or add products (shipping costs may vary).
We accept returns within 14 days of the receipt of your package. Buyers will be solely responsible for return shipping fees and any fees related to customs and duties.
All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the Prologue tags attached to them.
We reserve the right to not accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way.
Sizing
We highly recommend that you compare our size guide measurements (located at the bottom of each of our product's respective pages) with a garment that you own. If you have any doubt at all, please send us an email at info@prologuehk.com and our team will be happy to assist you.
Taxes and Duties
All taxes and duties are excluded in the prices and shipping costs quoted on our webstore.
FAQ
Q: What countries does Prologue ship to?
- A: Prologue offers worldwide delivery, using high-end courier services. Please select your shipping destination at checkout or at your account's settings.
Q: How can I track my order?
- A: Your products will be delivered through high-quality courier services. After we have despatched your parcel, you will receive an email including a tracking number so you can easily follow the whereabouts of your parcel.
Q: How long does it take for my order to arrive and how much will it cost?
- A: Prologue's estimated delivery time and shipping fees vary by country. We aim to deliver all orders within 10 to 30 business days worldwide. Please see above for more information.
Q: Does Prologue sell gift cards?
- A: Unfortunately we do not currently sell any gift cards.
Q: What are the payment methods Prologue accepts?
- A: We accept Visa, MasterCard, American Express, and PayPal for all countries.
Q: Why has my payment failed?
- A: There are many reasons payment errors can occur and a number of steps you can take to resolve potential issues. Please review your personal and credit card information to verify that everything has been entered correctly. You could also try a different credit card or payment method, such as PayPal. If problems persist, please contact your bank, as it is possible that your account lacks sufficient funds or has been flagged for security reasons. For any other issues or questions, please contact our Customer Service team.
Q: Do you offer tailoring to online purchases, or Personal Tailoring for online purchase?
- A: We are more than happy to offer tailoring and alteration services for online purchases at a small surcharge. Please reach out to our Customer Service team with your request and we will do our best to accommodate you.
Q: How do I know if an item is in stock?
- A: Our current stock is listed on our website. If your desired size is not available in the drop-down menu of a product, it means this size is out of stock. If you have special requests concerning sizing and availability, please contact our Customer Service team.
Q: What about the warranty on my products?
- A: Our products enjoy legal warranty. In the unlikely case that you encounter an issue with the product(s) you have purchases with us, you can contact our Customer Service team or visit our store.
Q: I’ve forgotten my password. What should I do?
- A: If you have forgotten your password, please contact our Customer Service team and a link will be sent to your email to reset your password.
Q: How do I make a purchase?
- A: We aim to make online shopping as simple and straightforward as possible. If you know what you are looking for, you can select this category in our online store. Once you have found an item of your liking, select your size and use the Add to cart button. If you don't know your size, you can use our size guides available in each product's description. Review the items in your shopping cart by selecting the cart button in the top right corner. You can use the remove-button to delete items from your cart. Click on check out to go to the page where you can complete your order.
Q: Do I need to set up an account to place an order?
- A: Yes, creating a Prologue account has many benefits: track your orders and review past purchases, request returns or exchanges, save your address and card details for faster shopping, and save your personal measurements and sizes.
Q: How much is a Prologue suit?
- A: The price of Prologue’s ready-to-wear collection starts from HKD$6,099; MTO starts from HKD$7,299; and bespoke starts from HKD$10,099.
Q: When will I receive my exchanged item?
- A: If you request an exchange, we will proceed with sending you the exchanged product(s) as soon as we have correctly received the returned goods.
Q: How do I return or exchange an item?
- A: Should your Prologue purchase not meet your expectations or should you change your mind, you may return the product within 14 days of receipt of your package, for a full refund or an exchange. Returns are borne by the customer. Should you wish to return or exchange your purchase please contact our Customer Service team for assistance.
Q: When will I receive my refund?
- A: After we have correctly and timely received and processed your returns, you will receive the refund of the products' total purchase amount to the original payment method within 5-7 business days.
Q: I have a question or a comment about your products or service.
- A: If you have any questions or comments about our products or service, do not hesitate to contact our Customer Service team. We will strive to give you an answer within 24 hours. Our Customer Service team is available via email, Instagram, and Facebook.
Q: Which size should I choose?
- A: Simply click 'Size Guide' on every product page. We have provided the actual dimensions of each product for you to compare with your own body and garment measurements. Our size charts also include suggested sizes for given height, weight, and build.
Q: How much duties and taxes will I have to pay when I order from Prologue?
- A: You will never have to pay any other costs than those that are mentioned in the check-out process. During the check-out process, country-, state- or region-imposed sales taxes may be applied. We guarantee that this is the final price for you.
