FAQ

You can contact our Customer Service Team by sending an email to: releases@prm.com

While waiting for a response to your enquiry, please note that our Team works Monday to Friday between 9:00 AM and 5:00 PM (CEST) and will answer your questions during these hours.

You can contact our Customer Service Team at any time by sending an email to releases@prm.com
Our Team works Monday to Friday between 9:00 AM and 5:00 PM (CEST) and will respond to your queries during these hours.

Our Consultants cannot enter raffles on behalf of the customer. All raffles must be joined individually via our website releases.prm.com

You can create an account in two ways:

• Click the "ACCOUNT" logo at the top right corner of our website. 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 entering a raffle (''Enter raffle now'' button visible on a product page will redirect you to log in/ registration page)

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 "Did you forget your password?" link available on the login page. A new, randomly generated password will be sent to the email address provided during registration.

If, despite providing a correct password, you were unable to log in - please contact our Customer Service by email at releases@prm.com  

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

The store's Administrator has a right to disable a user account in the case of the Terms and Conditions violation. If such a situation occurs, please contact our Customer Service by email at releases@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. 

Setting up an account allows you to:

• enter raffles
• check your raffles/ purchase history
• track your packages

We accept payments made with the following credit cards:

• MasterCard
• Maestro
• Visa

Entering the raffle will require the addition of credit card details to your account and an authorisation transaction for €0. If you win the draw, the payment and shipping process will be processed automatically so that you can receive your dream product as soon as possible. We do not charge any fees to customers who have not won the raffle. If the funds cannot be collected when the product is raffled, the purchase is cancelled. It is not possible to pay by any other method.

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

We do not charge any additional fees for online payments.

When you win the raffle, the payment and dispatch process is automatic - the products will be sent by a courier service to the address provided when setting up your account. 
You will be informed about the dispatch of your order by e-mail.

For more information regarding delivery time, please check here.

You can find information on the current status of the order in the "My account" tab. You will also receive email updates on the shipment.

There are no additional charges for orders to EU member countries.

For shipments to the USA additional costs may apply, for more information please check here

Once the parcel has been dispatched from our warehouse, you will receive an email from the chosen courier service with a link to the tracking system.

All you have to do is go to the page of the product of your choice, select a size and click the ‘Enter raffle now’ button. 
Entry into the raffle is only available to registered users, so if you don't yet have an account with PRM Releases you will be taken to the login/create account page. 
Once you have won the draw, your order is processed automatically, so it is necessary to enter your address and credit card details before signing up for the draw.
We will make a transaction of €0 to authorise the credit card provided. If you win, your card will automatically be charged for the price of the product purchase and delivery.
 

You will receive an email confirming that you have won - once the funds have been taken from the credit card provided, your order will be automatically transferred to our warehouse.

You can also check the results of the raffle on your account.

Once the draw has been completed, we only send information to those who have won the draw. If you have not received an email from us, it means that you were not lucky this time.

You can also check the result of the raffle draw in your account.

You have the option of cancelling your participation in the raffle before it begins. You can do this by logging into your account, on the list of raffles s in which you are participating.

Wish to return an item?

No problem!

Return period

Purchased items can be returned within 14 days of receiving your package.

Refund time

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.

Form of refund

Refunds for returned products are made through the same channel that was used to pay for the order. For credit card payments, the funds will be returned automatically to the credit card provided

How to make a return?

Pack the product you wish to return in the original packaging and enclose the returns form you received with your order. Address the package to one of the addresses below (depending on the market from which you ordered). To ensure that your return is processed as quickly as possible, please choose a trusted shipping service with package tracking and make sure to include the full address in the table below. We currently do not cover the cost of returns for our customers.

Return addresses:

• European Union

  'DC ANSWEAR – PRM RETURNS'

  Kokotów 812 C, 32-002, Kokotów, POLAND

• United States

  'Salesupply c/o DC Answear - PRM RETURNS'

  12480 NW 25th Street, Suite #115 Miami, FL 33182 USA

   

Before shipping:

1. Make sure you enclosed the completed Returns form.

2. Make sure you added the note “DC ANSWEAR- PRM RETURNS” on the outer packaging of your parcel. It will help us process your return faster.

3. Please consider: returned items must not show any signs of use, they must be in their original packaging, and have a set of tags.

Return forms:

Do not forget to include a completed Return form with the returned items.

You can download it here:

• Return form European Union 
• Return form USA

Product complaints

If you wish to report a faulty/ damaged product, you need to:

Fill out 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.

Send the package to one of the following addresses. To ensure smooth processing of the complaint we recommend choosing a tracked service.

Return addresses:

• European Union

  'DC ANSWEAR – PRM COMPLAINTS'

  Kokotów 812 C, 32-002, Kokotów, POLAND

• United States

  'Salesupply c/o DC Answear - PRM COMPLAINTS'

  12480 NW 25th Street, Suite #115 Miami, FL 33182 USA

Wait for the review of your complaint.

Complaints are reviewed no later than 14 days from the date of receiving the item under complaint. You will be informed of the outcome of the complaint process via email. 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, you can do it on the website of the shipping company through which you have sent the package.

PRM RELEASES 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 regulations of the appropriate consumer laws.

FILES TO DOWNLOAD
Complaint form United States

Complaint form European Union

Once the refund is accepted, the funds will be returned automatically to the credit card provided

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. 

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

PRM Releases 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.

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

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

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