FAQ

At this time, we are not able to cancel your order once the order has been placed. If you no longer want the items you purchased, please feel free to initiate a return. Once your order starts shipping, you can start the return process here! Refunds for returns can be issued to the original form of payment or as a store credit. Please note that all returns are subject to a $9.95 return fee which will be deducted from your refund amount.

At this time, we are not able to update a shipping address once an order has been placed. Once your order has been placed, we highly suggest making changes through the carrier! Please feel free to contact us at hello@liveprelude.com if you have any questions or if you're not able to make these changes through the carrier.

At this time, we are not able to make any changes to the items in your order once the order has been placed. If you would like to add, change, or upgrade the items in your order, the best course of action will be to place a new order and return any unwanted items from your original order here! All returns are subject to a $9.95 return fee which will be deducted from your refund amount.

Sales tax will apply for orders shipped to Alabama, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Vermont, Virginia, Washington, Wisconsin, Wyoming, and Canada (importer of record). Please note: Sales tax rates vary by state and are subject to change. Be sure to enter your shipping address at checkout to see the sales tax amount.

You can track your shipment's progress using your order number and email.

We offer free ground shipping on all orders over $99 shipping to the contiguous (lower 48) United States. All offered shipping methods and shipping timelines are provided upon checkout.

At this time, we ship with FedEx, UPS, and USPS for domestic orders and DHL and Canada Post for international orders. Detailed options will be outlined at checkout, but please feel free to contact our support team for full shipping information.

Thanks for placing an order with us! The processing time for Prelude products is up to 48 hours. You will receive a shipping confirmation email with tracking information as soon as your order is on its way. If you have any questions, please feel free to contact our customer experience team.

If your order was marked as delivered but is not at the desired location, we first suggest verifying the shipping address on your order. If the shipping address is correct, check all possible locations around your home, apartment, or office and see if someone else accepted the delivery. Additionally, packages may be prematurely marked as delivered. We suggest waiting 3 business days for your package to arrive after the listed delivered date. If your order does not arrive within this time frame, please reach out to us at hello@liveprelude.com and we will find a solution! Please note that lost packages must be reported to hello@liveprelude.com within 30 days of the marked delivery date.

Return Policy

We stand behind the quality of our products and are confident you will love the feel of your new products. If you are unhappy, we gladly accept returns for returnable items purchased on our site within 60 days of purchase. At this time, we do not offer exchanges. The best way to move forward for an "exchange" is to initiate a return for your original items and repurchase the items you would like in a new order. Step-by-step instructions for returns can be found at Returns & Exchanges.

Returnable Items

For eligible products, you may return your purchased product(s) for a refund to your original method of payment or for store credit within 365 days of purchase. If your original payment method is no longer available, a store credit will be issued. A Prelude-provided shipping label must be used for all returns shipped from the US and Canada. All returns are subject to a $9.95 return fee which will be deducted from your refund amount. Please allow 5-7 business days for your refund to be processed once your return has been received.

The return fee will be waived for all returns processed in any of our retail locations. We reserve the right to require a valid form of identification for in-store returns, subject to state law. If an item is damaged or defective, please head to our site here and select the Quality Guarantee option. For incorrect items, please contact our customer support team at hello@liveprelude.com. The return fee may be waived for damaged, defective or incorrect items, under certain circumstances.

Non-Returnable Items

We do not accept returns for items listed as “Final Sale”, including but not limited to, our Last Call/Sale section. Products purchased through a third-party partner must be returned through that site and will be subject to their return policy guidelines.We monitor return activity for abuse and reserve the right to limit returns associated with a user whom we suspect of abusing this Return Policy. This includes but is not limited to users who exhibit a pattern of repeated and/or excessive returns or otherwise exhibit fraudulent behavior.We appreciate your business and hope you are happy with your purchase. If you have any other questions, please contact us.

*Note that while the $9.95 return fee will not be withheld from refunds for purchases that are returned from outside of the United States or Canada, customers will be responsible for contacting Prelude for return instructions based on country, product condition, and price. Instructions must be followed before any refund can be issued.

Please allow 10 to 14 business days for your return to process. We will send an email notification once the item(s) have been received and the refund has been initiated. From this date, the full refund amount will appear back in the original account within three to five business days. All mail-in returns are subject to an $9.95 return fee which will be deducted from your refund amount.

• If you return your items after 60 days from their delivery receipt, we reserve the right to refuse your return.

We accept returns of eligible items in any condition within 60 days of purchase! We would never leave a customer with a product they didn't absolutely love, so if you wash an item, try it out, and decide it's just not for you, we can definitely still initiate a return. Please note, all returns are subject to a $9.95 return fee which will be deducted from your refund amount. Last Call and Final Sale items are not eligible for return.If your items have been washed or used, they will be sent to one of our donation centers. You can read more about our partnership with Good360 here!

All of our towels are Oeko-Tex certified. Read our Blog stories, Our Products Are Oeko-Tex Certified: What That Means for more information.

Our towels are free of harmful synthetic dyes, making them safer for you and healthier for the planet, but more susceptible to discoloration when exposed to certain harsh chemicals. If you’re following a skincare routine that includes ingredients such as benzoyl peroxide, we recommend white towels.

Chemicals to avoid include (but are not limited to): bleaching materials, sodium hypochlorite, hydrogen peroxide and benzoyl peroxide (commonly found in acne medications, anti-aging creams, hair-dye products, teeth whitening systems and more).

Visit our Care Page for information on how to care for your Parachute bath items.

We ship all over the world! You can head to the checkout section of the site and enter your address to see if we ship to your location and how much it will cost to get there.

Currently, we ship to: Hong Kong, Australia, Singapore, Belgium, Czech Republic, Denmark, France, Germany, Ireland, Israel, Japan, Liechtenstein, Luxembourg, Mexico, Netherlands, New Zealand, South Korea, Sweden, Switzerland, United Kingdom, Canada & US Minor Outlying Islands.

Keep in mind, there may be additional duties and taxes to pay upon the arrival of your package.

Please also note, we cannot refund original shipping fees on any international returns.

All the prices on the site are in USD and our payment systems process orders in USD. The conversion rate to your currency will happen through your bank or credit card. Please note that we are not responsible for changes in exchange rates.

All orders shipping outside of the United States will have a flat rate shipping fee. There may also be additional duties and taxes to pay upon the arrival of your package.

Please also note, we cannot refund shipping fees on any international returns.

We stand behind the quality of our products and are confident you will love them.

If you are unhappy with your order, we will gladly accept returns for items purchased on our site within 60 days of purchase. Returns are refunded to the original method of payment, but please note, we cannot refund shipping fees on any international returns.

Outside of Canada, we cannot create return labels for international orders through our returns platform, so please email our Customer Experience Team at hello@liveprelude.com if you would like to initiate a return. We will work together to find the best solution for you.