Shipping & Returns
Clear information for a better shopping experience
Shipping Info
Each vendor uses one of two delivery methods for their orders:
- • Pranl Managed Delivery Network: your order travels through our own network of pickup hubs, and you collect it at the point selected at checkout. Delivery timelines and fees depend on the distance between the deposit hub and your pickup hub.
- • Self-Delivery: the vendor packages and delivers the order directly to you. Timelines and delivery arrangements are set by the vendor.
Delivery fees are calculated at checkout based on the product's category, weight, and hub route — there is no single fixed fee. The applicable method is always shown on your order tracking page.
Returns & Refunds
Not satisfied? Here is how returns work on Pranl:
- • Window: 7 days after collection or delivery
- • Condition: product unused, in its original packaging
- • Process: contact the vendor directly for Self-Delivery orders, or Pranl Support for orders received through the Managed Delivery Network
Important: approved refunds cover the product price only. Service, platform, and delivery fees are not refundable and are excluded from any refund amount, regardless of the reason for the return. See our Terms & Conditions for full details.
Frequently Asked Questions
Can I track my order?
Yes — every order has a tracking page in your account showing its current status, whether it is moving through our Managed Delivery Network or being handled directly by the vendor (Self-Delivery).
Will I get my delivery fee back if I return an item?
No. Refunds cover the product price only — service, platform, and delivery fees are non-refundable in all cases, as described in our Terms & Conditions.
What if my item arrives damaged?
Report any damage as soon as possible after receiving the item, with photos of the package and the product, through your order page. For orders received through our Managed Delivery Network, Pranl reviews the report directly. For Self-Delivery orders, the report is sent to the vendor, who is responsible for resolving it.
What is the difference between the two delivery methods?
With our Managed Delivery Network, Pranl guarantees the reliability of the delivery and the condition of the product while it is in our custody. With Self-Delivery, the vendor is fully responsible for packaging, shipping, and the condition of the product on arrival — Pranl does not guarantee these orders.
