We can usually deliver to all areas of mainland USA, Canada, Hawaii, Alaska and the outlying territories at our standard cost of shipping. Any exceptions to this rule will be clearly listed in the additional information section on the product page.
We offer full door to door shipping on all items using a range of carriers. Delivery may be carried out by more than one carrier company depending on accessibility of your delivery location. This practice is most common amongst freight carriers who may well transfer the goods to a local specialist for the last leg of the journey. Additionally, in some cases smaller items may be dropped off at your local post office facility for delivery by your postman.
Our standard delivery time is 3-5 days, although some particularly large shipments may take a little longer, whilst some smaller items may be delivered next day. Any deviation from our standard shipping times will be clearly listed in the product detail information for that individual product. If you have specific delivery requirements please get in contact and let us know.
We want you to be delighted with your purchases.
Since we have no physical location at which you can view our product lines we offer all customers the right to examine and test items at home as they would in a shop.
So, if you're not happy with anything you've bought, simply let us know in writing (email is fine) within 60 days of receiving the item, and after having received a returns number send the item back to us. This doesn't apply to bespoke or made-to-order items - see below. We'll give you a complete refund including any standard cost of delivering the items to you (unfortunately, we won't be able to refund any next working day or two-day air delivery charges if delivery was attempted on time).
As with returning items to a shop, it is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty.
We recommend that they are sent via an insured and signed-for service.
Made to order or bespoke items will usually be described as such on the website. In addition, anything where you specify, for example a color or size that is not described on the website is considered "made to order". Unfortunately, "made to order" or "bespoke" items cannot be cancelled or returned.
Please be aware that although most of our items are returnable, for reasons of hygiene we are unable to accept back certain items of clothing like socks, unless returned unworn and fully repackaged as received.
Our head offices are in the United Kingdom and as a result our contact hours are limited to 7am-12pm EST. However, many of our customer service representatives will still be available outside of these hours to answer emails or arrange outbound calls.
Where do you ship from?
We have several warehouses based at different international locations. In most cases we will ship from the nearest possible location to your address which will be Comanche, IA. However, in some instances it will be necessary to ship from our UK warehouses. Any items shipped from international warehouses are done so at no extra charge to you. Shipping times remain the same unless otherwise specified in the additional information section on the product page.
How quickly do you ship?
Each item has an estimate of the delivery time in the product description beside the product picture.
What about Saturday delivery?
Saturday delivery is extra depending upon the product ordered. Please call us on 1-646-918-8055 or email email@example.com for this service.
Same Day Shipping
Where possible we do our best to ensure that all orders are shipped on the same day as they are placed. In certain scenarios this is not possible whether it be due to shipping restrictions, stock availability or otherwise. Failure to ship on the same day as the item is ordered does not in itself entitle you to cancel or refund on your order.
What if I order more than one item?
We have several warehouses. If you have bought more than one different item your order may occasionally be sent in multiple packages and shipped separately. This means you will receive your purchase as quickly as possible. Please check the individual product descriptions on the website to see delivery speeds for each item.
Signing for delivery
We use a wide range of shipping companies for different types of goods. Some shipping companies will require a signature before leaving goods whilst others are happy to leave the goods at a specified location without signature. If your goods are left without a signature, we must be notified of any damages or shortages within 24 hours of the delivery taking place.
Can I ask for delivery on a specific day?
Delivery on a specific day is often difficult to guarantee. We do offer specialist shipping services which include next day air or two-day air on most items if you need your goods in a rush. Please contact us directly to get a quote for expedited shipping.
If you are ordering items to international locations please be aware your items may be subject to customs duties and taxes for which we cannot be liable. We cannot determine which items will incur further cross-border fees nor how much the fees will be in each individual situation. However, if you are unsure of the international shipping process please contact us for more details. We will provide an estimate of potential cost where possible.
How do I track my order?
Where possible we will email tracking details to the email address provided when you place your order. If you have not received your tracking details within 3 days of placing your order please contact us directly and we will chase up the matter for you.
What if I refuse to accept delivery?
If you refuse to accept an order from one of our shipping partners, you may be responsible for any additional shipping costs, including the cost of returning the items to us. If you are refusing the order simply because you have changed your mind, you will be responsible for the costs of returning the goods unless we have given you a cancellation number. If you are refusing the goods because you believe they are damaged, please contact us urgently and we will advise you accordingly. You will also be required to lodge the details of the damage as the reason for refusal with the delivery driver.
I've received my order but i'm missing certain items. What can I do?
If you've ordered more than one item, please check the contents of your shipment and all associated packaging to compare it with our packing note to ensure that all goods have arrived. You must notify us by email or phone within 24 hours if something hasn't arrived. Note that if you've ordered more than one item, we may send by separate carriers.
Late deliveries and other problems
We do of course make every effort to ensure that your order will arrive within the delivery times shown on the website.
Unfortunately, on rare occasions this may not always be possible. Should your order fail to arrive when expected,
please contact us immediately and we will do our best to resolve any problems (please note that our liability does not extend to providing compensation for late
or failed deliveries). We make every reasonable effort to ensure that your order meets - and hopefully exceeds - your expectations.
Of course, in rare cases things can sometimes go wrong and we will always do everything we can to rectify any problems in a quick and satisfactory manner.
However, please note that we cannot be held responsible for any resulting additional expense you may incur unless with our prior written agreement.
Occasionally, time delays with "Made to Order" items may occur. We will do our best to get bespoke orders completed and delivered within the estimated time scale. However, problems do occasionally arise that cause delays in the manufacture and delivery of "made to order" items. This does not entitle you to cancel the order, therefore we cannot accept that "time is of the essence" in "made to order" or "bespoke" situations.
Shipping address exceptions
Unfortunately several of the shipping companies we use for delivery of goods refuse to ship to APO/FPO addresses or PO Box addresses. You may specify these addresses for invoice details but to avoid shipping complications it is easiest to specify an alternate address for shipping. If you must specify an APO/FPO address or PO Box address please contact us directly to discuss suitable shipping of your goods.
Items shipped directly from the manufacturer
Some of the items listed on our website are shipped directly from the manufacturer. Items of this type will be clearly listed as such in the additional information section on the product page. These items are subject to the manufacturer's own shipping times, shipping policies, returns policies and warranty details.
We have received feedback from customers that in some rare instances
additional fees associated with their purchase may show up on their banking
Having looked into this issue we have learned that these fees are applied by certain credit card providers and banks as a service they call 'international transaction fees' or 'foreign currency fees'.
As an international company we process all transactions in US dollars although we are based in the UK, as are the banks we use.
Unfortunately, for that reason the credit card providers and banks that make use of these 'international transaction fees' may choose to pass on an additional charge on the order you place with us.
Additionally these charges will most likely be bulked in with the final transaction value showing on your banking records which gives the impression we have both authorized and received the extra fee charged.
We would like to assure you that we neither authorize nor receive the fees charged on these transactions. We are not notified when these fees are applied so we do not have a list of which credit card providers or banks use them. We are also unable to reflect these charges in any receipt or invoice as we never receive the funds.
You can request full details from your particular bank or credit card provider whether they apply these charges.
If you are unsure whether your bank or credit card provider applies these fees you might want to use PayPal for checkout.
How do I notify you that I want to return my goods?
To begin with, first email firstname.lastname@example.org within 60 days from the day after your order arrived, prior to posting the item back to us.
We will then give you the returns number which will confirm that we have been notified correctly.
This number should be quoted on your returns slip or covering letter when you post the item back to us - as without this we cannot process your return.
Please make sure that goods arrive back with us undamaged within 14 days of you originally receiving the returns number. When you return the goods to us we recommend you use a service that provides you with proof that the goods have been delivered back to us.
We may sometimes ask you to return an item directly to the manufacturer and we will advise you regarding this when you contact us for the returns number.
If you think you might want to return any goods, please don't use them outside or test them in a way that you wouldn't be able to in a shop. If the product is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please don't open the packaging. Otherwise, don't hesitate to inspect the goods, but please don't damage or dispose of the packaging until you're sure you want to keep it.
We are not liable to pay the cost of returning goods supplied correctly which are without fault or damage.
Our returns address is:
Primrose @ Promotion Fulfillment Center
311 21st Street
Very occasionally, and despite the considerable experience of our despatch team and carriers, items can become damaged in transit.
If you are asked to sign for the goods, please first inspect them to ensure that they have arrived undamaged. Once you have signed for the goods it may not be possible to later prove that the damage occurred before they came into your possession.
If the goods are left without a signature, please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages.
Damages correctly notified will be replaced free of charge. However, if you choose to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense.
Faults and warranties
All our products have at least a two year warranty (unless otherwise specified by the manufacturer's own warranty as detailed in the additional information section on the product page). Faults are very rare, but if you consider an item to be faulty please call us immediately as we may be able to help solve the problem over the phone. If the item needs to be returned for inspection, please check with us first. Faulty items will be repaired or replaced. Please note that we are not responsible for any consequential loss or expenditure incurred as a result of any fault arising.
We do not apply restocking fees to returns under any circumstances. If you need to return the items you have ordered to us, please follow the returns process listed above safe in the knowledge you will not be charged a restocking fee regardless of the reason for return.
Price Match Guarantee
We want you to shop safe in the knowledge you're receiving the best possible price on all of our goods. If you find any item on our site for cheaper on another website please let us know and we will match or beat the price. Please note that in order for our price match guarantee to apply, the cheaper item found elsewhere must be identical to the item on our website and must include the cost of shipping the item to your address within the same time we would ship. Our price match guarantee does not extend to eBay listings, Amazon listings, Black Friday promotional sales, Cyber Monday promotional sales, limited quantity clearance sales, used item sales, display model sales, coupon offers, loyalty reward offers or competition prize offers.