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Shipping & Returns

Shipping

WILL I EXPECT DELAYS DUE TO COVID-19? 

COVID-19: Your delivery
Due to the current safety measures we have put in place in line with government advice, when placing an order with us you may experience some delays in the dispatch of your order or increased delivery times. Our US, Asia, and EU warehouse teams and couriers are working around the clock to do their absolute best to get your order to you as quickly as possible in these unprecedented times, and we ask that you wait an additional 3-4 working days before getting in touch with our customer service team.

To avoid any disappointment of when your parcel is due to arrive, we have amended some of our delivery times to include a longer wait time. Please expect delays due to the pandemic. 

We thank you for your patience and support during this time! If you have any questions regarding your order, please email us at help@prima.boutique

Sincerely,

Prima Boutique 

Prima Boutique is responsible for items until it reaches the Carrier/Logistics Provider. After that, any delays or damages are out of our control. Prima Boutique is not responsible to any foreseen circumstances causing delays such as weather related damage/delays, global pandemic delays, and more. Such orders are not subject to normal return policies and Buyer must claim with carrier/logistics provider.

 

I JUST PLACED AN ORDER, WHEN WILL IT SHIP?

All orders are subject to a processing period before shipment, usually 2-3 business days. Orders placed on a weekend or holiday will be processed within 2 to 3 business days, Monday through Friday.

 

WILL I RECEIVE A TRACKING NUMBER?

You will then receive notification of shipment with full tracking information. In many instances, to save you money, we are shipping directly from the manufacturer. Please allow 5-25 business days to receive your order, delivery times may vary depending on your country and product location.

 

WHAT IF I DO NOT RECEIVE MY PACKAGE WITHIN THE ESTIMATED 5-25 BUSINESS DAYS?

Our fulfillment process prioritizes on-time shipping and safe delivery. In certain instances with delays and unforeseen circumstances out of our control, packages may take longer to arrive at final destination than estimated. If sixty (60) days have passed after order was placed and package is not delivered, we will issue a full refund with no questions asked. 

 

MY PACKAGE WAS LOST WITH THE CARRIER, WHAT CAN I DO?

In the case that your shipment is lost or damaged in transit; Buyer is responsible to file the claim with the carrier or forwarding service/company. Prima Boutique is not responsible for shipments sent to forwarding services or companies regardless of shipping service selected. 

Orders may be cancelled if they have not been processed and shipped. After they have been processed, they may not be cancelled.

 

I HAVE ENTERED AN INCORRECT SHIPPING ADDRESS!

Please make sure to provide the correct shipping address. Prima Boutique can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

If you have misspelled our auto-filled your address incorrectly, simply reply to your order confirmation email within 24 hours of order placement with the correct information. Or notify us immediately via e-mail at help@prima.boutique.

 

MY ITEM ARRIVED DAMAGED.

Our items are always packed securely as parcels often times have to travel far distances for international shipping. Despite this, sometimes damages may occur during transit. 

If this happens to you, please contact us with:
- Your order number
- A video of the damaged product
- A photo of the shipping label

 

WILL I HAVE TO PAY FOR IMPORT TAXES?

In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES. Prima Boutique will not be held responsible for customs taxes.

Please monitor your tracking information for any updates on customs taxes by your local carrier.  

Returns

HOW DO I RETURN MY PRODUCT?

Your happiness and satisfaction is our priority! If for any reason our order did not meet your expectations, returns will will be accepted within 30 days of delivery date.

To initiate your return, please fill out our Returns & Replacements form HERE to receive your returns number and instructions. Please note that buyer is responsible for paying return shipping costs.

If your item is received damaged, we require you to send us a picture showing the damage and upon inspection we will tell you whether it fits our criteria for replacement. Return shipping for damaged goods will be reimbursed.

All items must be in an unused re-sellable condition and in their original packaging. We reserve the right to reject any return that does not fit this criteria.

 

I RECEIVED MY PRODUCT, BUT NO LONGER WANT IT.

If your item is in working condition but you have ordered in error or no longer require the item then we reserve the right to charge a 30% restocking fee.

Please include the returns number we provide so that the refund can be properly processed. If you don't include the returns number, then we cannot guarantee your refund can be processed and/or it may be delayed. 

Buyer is responsible for paying return shipping costs. We recommend using a trackable shipping service to ensure your return is delivered. 

Strict no return policy for cosmetic face masks, creams, and serums. For health and sanitary reasons, these products will not qualify for returns. Thank you for understanding! 

 

FAQs

For more information, please visit our Customer Service page HERE.