FAQ

The Customer Service is available from Monday to Friday at 9:00 AM - 5:00 PM. 

You can contact our Consultants by calling at the following phone number: +48 12 380 07 94 or by sending an email to: ask.eu@prm.com

A Customer Service Consultant is not able to accept orders on behalf of the customer. All orders are placed electronically, by making the purchase individually on the store website www.prm.com/eu

You can use one discount code per order. Discounts do not combine.

Please verify whether the discount code was entered correctly (no spaces, the same characters).

If your code has been entered correctly, please check the rules of the special offer. Some discount codes have a limited expiration date and are valid only for selected items. If you still have any doubts, please feel free to contact our Customer Service at +48 12 380 07 94 or by email ask.eu@prm.com.

To delete your account, please contact a Customer Service Consultant by sending an email to: ask.eu@prm.com

One of the most common causes of this situation is entering the login credentials - that is an email address or a password - incorrectly.

If you have forgotten your password, please click the "password reset" link available on the login page. A new, randomly generated password will be sent to the email address provided during registration.

Temporary login problems can also be caused by moving our website to a new platform. In this case, the password must be reset by following the same procedure as for forgetting the password.

If, despite providing a correct password, you were unable to log in - please contact our Customer Service at +48 12 380 07 94 or by email ask.eu@prm.com

The store's Administrator has a right to disable a user account in the case of Terms and Conditions violation. If such a situation occurs, please contact our Customer Service at +48 12 380 07 94 or by email ask.eu@prm.com

An account may be blocked due to 20 unsuccessful login attempts. In such a situation, the user will receive an email with instructions how to regain access to the account. 

You can create an account in two ways:

• Click the "Log in" button at the top right corner of the page. You will be redirected to the log in/registration page, where you can choose the "Create account" option.
• You can also create an account while shopping. After adding the items to the shopping cart, proceed to the next step of the order and create the account. 

The benefits of being a registered PRM.com/eu user:

• package tracking
• access to purchase history

We accept the following payment methods:

PayU

• MasterCard
• Maestro
• Visa
• Google Pay
• Apple Pay

By choosing one of the above payment methods, your payment will be credited "almost" immediately and we can start processing your order promptly.

In the event that you do not manage to make a payment when placing your order, look for a link in your order confirmation email or in your customer account to complete the transaction. Simply click on it and you will be redirected to the website of the online payment system.

Online payments are handled by PayU S.A., an authorised Settlement Agent supervised by the President of the National Bank of Poland.

Log in to your account; the link to make the payment will be available in your purchase history.

The link to the payment page will be also included in the email which you have received after placing the order.

We do not charge any additional fees for online payments.

Verification of payment by card, Google Pay, Apple Pay usually takes a few minutes.

In every newsletter message there is a link to unsubscribe. You can also send a withdrawal email to the following address: ask.eu@prm.com

Please check if the emails are not sent to SPAM folder.

Please check if a correct email address is provided in your client account.

If your email address is correct and the messages are not being sent to SPAM folder, please contact our Customer Service at +48 12 380 07 94 or by email ask.eu@prm.com.

Please contact us by sending an email to ask.eu@prm.com if you have questions regarding a sold-out item. Our consultant will verify the possible options of ordering it.

Use the option "Notify me when available" you find on the product card. You will receive an email once the item is back in stock. 

Size charts are available for the majority of items. However, they are provided for reference only.

You can do so:

• by using the store's search bar at the top right corner of the page,
• by browsing the categories in the menu at the top of the page. 

Please contact us by sending an email to ask.eu@prm.com. Please put the order's number in the subject line, and in the message describe the damage and attach the photos of the said damage. Our After-Sales Service Team will accept your inquiry and offer a solution.

You can find information on the current status of the order in the "My account" tab  (available for registered users only) or in the email with each update on the order.

As for now, we offer deliveries on weekdays only. 

It is possible as long as the order has not been already completed in the warehouse and handed over to the courier. If your order is in the process of picking, please contact our Customer Service. You can also write a request for a delayed shipment in the "Order Notes". We can postpone orders for a maximum of 7 days.

The contact policy between the courier and the addressee depends on the courier company. However, usually the courier calls the addressee on the day of delivery. The DPD courier company sends an email, in which they specify the time frame when the courier will arrive.

The package can be sent to any address provided when placing an order. On the "address information" tab choose the "I want to provide a different shipping address" option.

Once you choose an item, select the right size and click "Add to cart"

At the top right corner you can find the cart button, which allows you to check its content.

If you have selected every item of your choice, click the cart and the "Checkout" option.

If you are a registered user, select "I'm already registered". If you do not have an account, you can either choose the "Create account" option, or "Continue as guest".

Fill all the required fields and click "Checkout".

Choose the method for payment and delivery.

Click "Order and pay" to complete the purchase.

It is not required. You can place an order without registration and creating a client account. The order will be processed standardly, but you will not be able to benefit from features such as tracking order's status, package tracking, browsing purchase history, and participating in contests and promotional campaigns. 

To check whether any changes in the order are still possible, please contact our Customer Service at +48 12 380 07 94 or by sending an email to ask.eu@prm.com

You can pay for your order by logging into your client account and editing the order details. You will find there a link to complete the purchase.

The payment can be also made by clicking the link in the email, which you have received after placing the order.

Please send an email to ask.eu@prm.com with the payment confirmation in the attachment. We will investigate the issue and contact you as soon as possible.

It is still possible to cancel an order shortly after placing it.

To check whether you can still cancel the order, please contact our Customer Service by sending an email to ask.eu@prm.com or by phone at +4812 380 07 94. Our staff member will verify at which stage your order is currently at and will confirm the possibility of cancelletion.

PRM.com/eu store does not offer exchanges. To receive a different size or color, you should return an item in accordance to the purchase agreement withdrawal procedure, and place a new, individual order.

The complaints are reviewed up to 14 days from the date of receiving the item under the complaint.

Prm.com/eu is liable for the lack of conformity of an item with the contract existing at the time of delivery and revealed within 2 years from that time in accordance with the regulations of the Consumer Rights Act of May 30, 2014.

1. Fill the complaint form and put it in the package with the item under complaint. You can download the form HERE. If you do not have a printer or you do not want to use our form, please prepare your own complaint description. However, we encourage you to use the form prepared by us.

2. Send the package to the following address:

DC ANSWEAR – PRM

Kokotów 812 C, 32-002 Kokotów

with the note: "DC ANSWEAR – PRM COMPLAINTS"

3. Wait for the review of your complaint.

Complaints are reviewed no later than 14 days from the date of receiving the item under complaint. If the complaint is approved, we will comply with the complaint claim in accordance with the applicable law. If you want to check whether your package has safely arrived at our warehouse in Kokotow, you can do it on the website of the shipping company through which you have sent the package.

Refunds for returned products are made through the same channel that was used to pay for the order. For online payments, the refund is made to the account from which the payment was made.

You can return the item at your own expense by sending it with the return form to the following address:

DC ANSWEAR – PRM
Kokotów 812 C, 32-002 Kokotów

with the note: "DC ANSWEAR – PRM RETURNS"

You can find the return form in your customer account.

Once your return is checked and accepted, we will send you an email notification to the address provided in the order form.

If you wish to check the status of your return before it arrives at our warehouse, we recommend choosing a tracked service.

The return period may be from 5 to 14 days from the date of delivery of your return to our warehouse under the specific law regulations.

We will inform you by email whether your return has been accepted.

Please keep the shipment confirmation until the return is settled and funds are received to your bank account. 

Underwear, as well as any item in our store, can be returned within 30 business days of delivery. Please note that the returned item should be in its original packaging and have a set of tags. The item must not show any signs of use.