FAQs


SHOPPING:

1. Sold Out? What if the item i'm interested in is no longer available or in my size? 

New items can be sold out rather quickly, but we may get more soon!

Please contact our customer care department via email and we will do our best to notify you if the item becomes available again. Please include the best email address for reaching you when the item becomes available.

2. What should I do if the size on the tag is different from what I ordered? 

The size shown on the website will be converted into international size before products are put on sale, which is standard and regular. Therefore, if you find that the size you get is not the same as shown on the website, don’t panic and worry. That size we sent you is right. Put them on first and see how it turns out. If they don't fit you well, you could return them definitely. (Please check our return policy)

3. Do you have any store locations?

Our store is an online-only boutique

4. How do I use a discount code?

If you have a discount coupon, you may enter this code during checkout.

5. I'm not sure about a size or I have a fit question. How do I find this information? 

Please see our Size Guide for general information on sizing. If you still have specific questions about a fit of an item or measurement guidelines, please email our Customer Service Department.

6. Why was my order cancelled?

On the rare occasion that the item you ordered is out of stock or damaged, we will cancel your order. We assure you that this is not a common occurrence. Your order may also be canceled due to fraud prevention measures. In either case, you will be notified by us. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order for refund. 

7. I need to change something on my order, how can I do that? 

If you need to change or cancel your order, please contact us immediately. We process and ship orders quickly (we’re fast!). Once the parcel was processed and sent to the post office, we will be unable to make any changes.

8. Where can I get more information on a product? 

We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best. The product page for every item includes sizing, a detailed description, care instructions, and most importantly, plenty of images.

If there is anything further information you feel we need to put on there to help you, just let us know what information you'd like to see and we'll do our best to include it. 


PAYMENT:

1. What payment methods do you accept?

For your convenience we accept PayPal and all major credit cards via Shopify's Secure Payment checkout.

2. What Currencies Can I Use?

Prices listed on our site are in USD. International orders placed will be billed using the standard USD currency. Once processed, your credit card / banking institution will take this information and convert it to your local currency. Please check with your bank for the latest currency conversion rates.

3. Is it safe to use my credit card on the website?

Any information you send over our website is strictly confidential and is protected by Shopify's encrypted Payment Card Industry Data Security Standard (PCI-DSS). Any other information given such as email is strictly confidential and will not be used or given to any 3rd party. Please refer to our Privacy Policy for more information.

In order to protect our customers to the fullest extent, we will never store, nor will we have access to, your credit card information at any time.  Added online security to protect your personal information from unauthorized use is provided by using industry advanced SSL (Secure Sockets Layer) encryption.

4. Why might my Credit Card be refused? 

  • Your credit card may be refused for any of the following reasons:
  • The card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
  • Make sure you’re using the latest version of your web browser. Maybe because your browser is installed some kinds of plug-ins. Please clear the cookies restart the browser and then try again.

5. Why was I charged twice? 

Your credit card will only be charged once after your order ships. 

If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.


SHIPPING:

1. When will my order ship?

Most orders ship within 3-5 business days of purchase. Shipping times may vary due to availability of merchandise. As such, popular / high demand products may longer. Orders are not shipped on the weekends or holidays.

2. Where is my order confirmation?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add our mail address to your safe sender list. If there is any problem, please feel easy to contact our Customer Service Department.

3. Will I have to pay International Taxes & Duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. This is just a general guideline and you should contact your customs office for specific amounts and percentages.

We cannot be held responsible nor can we control duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Please note: in rare occasions, custom agents may delay delivery of some packages, due to strict.

4. What happens if customs holds my package?

In the event a package is held, seized, fined, or destroyed by local authorities due to any reason outside of our control, primatrends.com holds no responsibility.

5. Verification Of Shipping

When placing your order, please make sure that you use the billing address and contact information as it appears on your credit statement. In the event that your information does not match exactly what your credit card has on file, your order may be held pending verification. This may require us to contact you directly. When specifying shipping address information, be sure to check that the zip code, city and state are correct. If according to delivery service's records, this information does not match their records, we may have to contact you to update this information and this may delay your order.

6. Do You Ship To PO BOX Address?

Generally speaking, we don't support this kind of service. But currently, we could only ship to P.O. Boxes and military addresses (APO, FPO) address via standard shipping.

Please provide us with the most up-to-date, accurate and detailed shipping information with your phone number for shipping. Your cooperation will be much appreciated. If an item is returned because it was not deliverable due to an incorrect address, customer will have to be responsible for both the shipping and return charges.

7. Tracking

The tracking of your parcel is online traceable. After your order is shipped out, a confirmation email with online tracking number and link will be sent to you. The tracking will be valid for your check within 48 hours after you receive the email.

We sincerely suggest you add us to your email list so that you can get confirmation about your order from us. And remember to check your SPAM/JUNK folder if you do not receive a reply in 3 days.

8. I got my order, but an item is missing/defective/not what I ordered. What do I do?

Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact us immediately (within 24 hours of receipt) and let us know.

If you have received a wrong or faulty, please let us know straight away by contacting our customer service team. Please include as many details as possible, including well-lit photos, description of the issue at hand, and we will work with you to resolve the issue.

Before shipping we will always thoroughly check and package your items with care so that each order we ship out is always in perfect condition. If, on the rare occasion, an error has been made on our behalf we will take full responsibility of the error and do our very best to resolve the situation. 

9. Missing Any Items In My Order.

If you have placed more than one (1) order, you may receive your orders in separate shipments. Please rest assured that the parcel is one the way. Individual tracking numbers will be provided to you to trace the location of each parcel. Any questions about your order can be directed to our customer service team.


CANCELLATIONS:

Your order begins processing immediately after you click "Place Your Order" on the "Confirm and Submit" page. To modify or cancel an order, you must contact us within 1 hour of purchase, otherwise your order cannot be modified or cancelled. (We work fast!)

Once an order has been placed and the order is sent in to our logistics center for processing, when this happens, we cannot guarantee that the item can be cancelled or modified. If it is too late for your order to be cancelled, you may send us a request for a return on any unwanted items in accordance with our Return Policy.

Thanks for your cooperation and understanding.


RETURNS

  1. What is your Return Policy?
    Returns and exchanges are allowed within 14 days of delivered package (according to tracking number). Please email us a request including your full name, items purchased, and whether you would like to return for store credit or exchange. Shipping fees are non-creditable and the customer will be responsible for the cost of shipping for the return of the item and shipment of the item exchanged.

    However, if your purchase is proven to be DEFECTIVE please email us within 24 hours of receipt and we will arrange for a ONE-TIME reshipment of the SAME item only. We will not honour requests sent after 24 hours.

  2. How do I return an item?
    Before returning your item(s) you must first email us at sales@primatrends.com, within 7 days, to alert us of the problem you are experiencing with the item. You will then be given a instructions on how to return the item(s).

    For more information please refer to our dedicated Return Policy page

STORE CREDITS

  1. I was issued a store credit, how do I use it?
    A store credit will be issued to you in the form of an E-Gift Card. This E-Gift card contains a unique series of alpha numeric numbers that you will enter into the 'Gift Card or Discount Code' box during checkout. 
  2. The store credit / E-Gift Card can only be used by the person/account to whom the Gift Card is issued.
    Note: Prima Trends will monitor all Store Credit/Gift Card uses so as to prevent unauthorized or fraudulent purchases and will assume all rights to cancel/suspend any unauthorized orders made with Gift Cards not associated to the rightful Gift Card account holder.
  3. How do I check the value/ balance of my Gift Card?
    To check the value or balance of your Gift Card, please contact us with the account name and email address associated to your Gift Card(s). Before we can release this information, we will ask you some questions to verify your identity.
  4. Will my Store Credit expire?
    No. Store Credits will never expire. Store Credits / E-Gift Cards are non-reloadable and is valid until the balance reaches zero.
  5. I've lost my Store Credit, what can I do?
    If you have lost or misplaced your Gift Card, please contact us immediately! A replacement card will be re-emailed to the email we have on account for you. (Pending identity verification)
  6. Can I gift my store credit to a friend or family member to use?
    We're sorry, unfortunately, Store Credits are non-transferable and can only be used by the account holder to whom the e-Gift Card was issued. We will monitor all store credits / gift cards uses so as to prevent unauthorized or fraudulent purchases.

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