Delivery & Returns

Delivery & Despatch

Discretion Assured — Prowler RED ships all orders in discreet, unbranded packaging.

We despatch Monday to Friday only. Orders placed before 12pm are shipped the same day. Orders placed after 12pm on Friday ship the following Monday. On public holidays, we despatch on the next working day.

We aim to despatch all orders within 24 hours of receipt. You will receive an email confirmation with a Royal Mail tracking number once your order has been despatched.

Charges on your bank statement will appear as "ABS WHOLESALE" or "PIX*Prowlerred".

For any delivery queries, please contact us at customercare@prowlerred.com.

United Kingdom

FREE Royal Mail Tracked 48 on orders over £49.95
FREE Royal Mail Tracked 24 on orders over £99.95
Royal Mail Tracked 48 — £3.95 (usually 2–3 working days)
Royal Mail Tracked 24 — £4.95 (usually 1–2 working days, signed for)
Royal Mail Special Delivery Guaranteed by 1pm — £9.95 (next working day)
Orders must be placed before 2pm Monday to Friday. Orders placed after 2pm, at weekends, or on bank holidays will be despatched the next working day.
Heavyweight Items Next Working Day — £24.95
Click & Collect — FREE
Collect your order in store at Prowler RED. You will receive a notification when your order is ready, usually 4 hours or less. Please bring your order confirmation email when collecting.

EU & Europe

Royal Mail International Tracked & Signed — £24.95
Usually 3–5 working days. All deliveries require a signature upon arrival.

Important — Import Duties & Taxes: All prices on our website are inclusive of UK VAT (20%). Orders shipped outside the UK are sent DDU (Delivered Duty Unpaid). This means import duties and local taxes may be charged by your country’s customs authority before your parcel is released for delivery. These charges are not collected by us at checkout and are the responsibility of the recipient. Please check with your local customs office before ordering.

North America

Royal Mail International Tracked & Signed — £24.95
Usually 7–10 working days. All deliveries require a signature upon arrival.

US customers: Import duties are collected at checkout and your order ships DDP (Delivered Duty Paid). No additional charges will be due on delivery.
Canadian customers: Orders are shipped DDU. GST/HST may be charged by Canada Border Services Agency upon arrival.

Rest of World

Orders to destinations not listed above may be subject to import duties, local taxes, and customs handling fees charged by your country’s customs authority. These are the responsibility of the recipient. Any orders placed to countries we do not ship to will be cancelled and refunded.

Please Note

  • All postage charges are made in GBP Sterling (£).
  • Delivery times are estimates only and may be affected by customs clearance, public holidays, or carrier delays outside our control.
  • Due to the nature of our products, we reserve the right to decline orders requesting delivery to certain addresses including schools and places of worship.
  • When an order is returned to us after a failed delivery attempt, you will receive a refund for the order value minus shipping costs.
  • It is your responsibility to ensure that items purchased are legal in your country of delivery.
  • Prowler RED is not responsible for delays caused by incorrect information entered at checkout.

Lost Parcels

If your order has not arrived within the expected timeframe, please contact us. Royal Mail considers a parcel lost after 20 working days for international shipments and 10 working days for UK deliveries from the date of despatch. We are unable to raise a claim or issue a replacement before these timeframes have elapsed. Once a claim is accepted, we will offer a replacement or full refund at our discretion.

Returns & Replacements

We accept unwanted items for refund or exchange within 30 days of purchase, provided they are unopened, unused, and unworn as appropriate. To arrange a return, please email customercare@prowlerred.com with your order number.

Cancellations
You may cancel your order at any time before it has been fulfilled and despatched. To cancel, contact us as soon as possible with your order number.

Faulty Items
Faulty items will be replaced or exchanged within 30 days of purchase unless otherwise stated in the product specification. Please contact us with your order number and details of the fault.

Refund Processing
Once we have received and inspected your return, refunds are processed within 3–5 working days. Please allow a further 3–5 working days for the funds to appear in your account depending on your bank or card provider.

Return Postage
Return postage for unwanted items is your responsibility. For faulty or defective items, we will reimburse your postage costs — please retain your receipt. Please obtain a free certificate of posting from the Post Office and keep it safe. We cannot accept responsibility for items returned without proof of postage. Items returned in an unsanitary, opened, or used condition will not be eligible for a refund and will be returned to you.

Refused or Uncollected Deliveries
If you refuse delivery or fail to collect your parcel, it will be returned to us. Once received, we will issue a refund for the order value minus the original shipping cost and any return shipping charges incurred. Please be aware that international return shipping costs can be significant and will be deducted in full before any refund is processed.

Exempt Products
Some products cannot be returned once the seal has been broken or the item has been used or worn. This includes but is not limited to:

  • Underwear
  • Lubricant
  • Massage Oils
  • Condoms
  • Room Aromas
  • Balms & Creams
  • Toys where the security seal on the packaging has been broken
  • Latex lingerie and clothing

This returns policy applies to purchases made through the Prowler RED website only and does not necessarily apply to in-store purchases. Please contact our store for in-store returns information.

EU Right of Withdrawal
If you are based in the European Union, you have the right to withdraw from your order within 14 days of receiving the last item, without giving any reason. To exercise this right, submit a request via our EU withdrawal form or contact us with your order number and a clear statement that you wish to withdraw. We will acknowledge receipt promptly and issue your refund within 14 days of receiving the returned items, or proof of postage — whichever is earlier.

Currency

The currency converter on our website is for guidance only. Your card provider may charge a slightly different amount based on current exchange rates at the time of payment.

Secure Payments

Prowlerred.com uses data encryption to keep your information secure. We accept the following payment methods:

Visa / Visa Debit / Visa Delta / Mastercard / Electron / Maestro / JCB

VAT Receipts

All orders include a VAT receipt in your order confirmation email. If you require a separate VAT receipt or invoice for business purposes, please contact us with your order number and we will issue one on request.

Viewing Orders

If you create an account or are logged in at the time of purchase, you can view your order history by logging in to the Account section of the website.