Buyer Protection and Return Policy

Please send all disputes, inquiries and questions to: support@primeries.com

Late Shipping

Primeries protects shoppers with Primeries Buyer Protection. All products that do not have an active tracking number by the disclosed Estimated Shipping Time section of their respective product descriptions are eligible for a full refund of the product purchase price upon customer request.

Misleading Representation

All products that do not match their respective product description or displayed photos are eligible for a full refund of the product purchase price. Photo evidence is required and a dispute must be opened within 7 days of the arrival date.

Damaged Or Lost

All packages that arrive damaged in transit are eligible for a full refund of the product purchase price. Photo evidence is required and a dispute must be opened within 7 days of the arrival date.Packages that are determined to be lost in transit are covered by the Primeries Buyer Protection policy and will be reimbursed to the customer. Tracking information must support claims of a lost package and the customer must open a dispute within 60 days of the original shipment date. A refund will be issued if the package cannot be found within a reasonable timeframe. Primeries does not cover packages lost or stolen after tracking confirms delivery.

Size Swaps

Products are eligible for size swaps as long as the product and the requested new size are available on Primeries.com. The product being returned must be in "as new" condition. Primeries is responsible for the shipping cost of the product being returned. The customer must provide an active tracking number and new size request within 7 days of the product’s arrival. The disclosed Time To Ship period will begin at the arrival date of the return package. All size swaps are protected by our Buyer Protection policy and Primeries will cover the cost of shipping for the new size. In the event a replacement size is no longer available or the product is no longer in stock on Primeries.com the sale will be made final.

Return Policy

We accept returns within 7 days, starting from the day your order was delivered. Returned items must comply with our returns policy:

• Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
• Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned
• When trying on footwear, please do not mark the soles or damage the shoe box
• If an item has a PRIMERIES security tag or brand tag attached, it must be returned with the tag in its original position
• Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact
• Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged packaging, where applicable
• Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled
• Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you
• Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it
• Made-to-order items cannot be returned as they have been created to your specification, unless the item arrives damaged or faulty when delivered to you

How to Return

When returning your items, please include any accessories, branded boxes or cases that came with your order. If anything is damaged or missing from your return, you may not receive your refund. Whether you arrange a collection or drop off your return, you'll need to do this from the country or region you ordered to.

Here’s what you need to do:

1. Go to Orders & Returns if you have an account. If you placed your order as a guest, enter your guest order details here.
2. Find the order you want to return and click Return Item(s)
3. Select each item and your reason for returning

Book a free returns collection
Select your collection address and number of packages, schedule a collection date, suitable time and click Book Collection

Prepare your return

1. Place the item inside the brand packaging - don't forget any brand boxes, dust bags, or cases
2. Attach your Return Label to the outside of the brand packaging.
3. If you received a Return Note with your order, attach it to the outside of your package
4. Give the Waybill Doc to the courier. Make a note of the Waybill Number to track your return

If you didn't receive your return label — don't worry. All you need to do is head to orders & returns in your account and print it.
When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.

Need to reschedule your return collection?
You can do this by heading to Orders & Returns in your account. Returns from different brands and beauty items received individually should be packaged separately and the correct Return Label attached to the outside of each package. All the documents you need to return your item should be included in your package. If you need to reprint them, head to Orders & Returns in your account, or if you placed an order as a guest, enter your guest order details here.

Refunds

Once your return has been received by our brand partner,, it can take up to 5 calendar days to process. When your return has been accepted, your refund will be processed to your original payment method, excluding any delivery costs. Refunds can take up to 14 days to show in your account, depending on your payment provider. To track the return of your package, use the Waybill Number from the Waybill Doc included in your order. Or check the status of your return by going to Orders & Returns in your account. If you placed your order as a guest and want to track your return, enter your guest order details here.

Faulty Items

If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our Customer Service team as soon as possible. We'll arrange a return and process a full refund for the faulty item.

Made-to-order and Pre-owned items

Made-to-order items

Due to the nature of made-to-order items, and the fact they have been specially created for you, we can not accept returns unless the items are damaged or faulty when delivered to you

Pre-owned items sold at PRIMERIES are checked prior to sale to guarantee their quality and precision. These items should be treated with care and returned in the same condition they were received.