FAQ

WHICH COLLECTION DO THESE MODELS BELONG TO?

All the offered products belong to a capsule collection especially designed for our online shop; it takes inspiration from the current collection models.

IS IT POSSIBLE TO PURCHASE THE MODELS INCLUDED IN THE SECTION “COLLECTION” ?

Only the items contained in the section “shop” are on sale. If you are interested in buying some items belonging to the section “collection”, you can contact us and we will indicate you our retailers to get to.

WHICH PAYMENT METHODS ARE AVAILABLE?

You can pay with credit or debit card. All payments made through Visa, Mastercard, Maestro, Apple Pay, Google Pay and American Express will be accepted.

WHO IS YOUR COURIER?

Our official express courier is GLS.

DO YOU SHIP EVERYWHERE?

Products are delivered only to Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands (Holland), Poland, Portugal, United Kingdom, Czech Republic, Romania, Slovenia, Slovakia, Spain, Sweden, Switzerland, Hungary.

HOW MUCH ARE THE DELIVERY AND SHIPPING COSTS?

The delivery is free only in Italy. Below are the delivery costs (including any customs charges) for the following destinations:

  1. Austria 15,00 euro;
  2. Belgium 15,00 euro;
  3. Bulgaria 25,00 euro;
  4. Croatia 20,00 euro;
  5. Cyprus 50,00 euro;
  6. Denmark 20,00 euro;
  7. Estonia 25,00 euro;
  8. Finland 35,00 euro;
  9. France (Corsica) 78,00 euro;
  10. France 20,00 euro;
  11. Germany 15,00 euro;
  12. B 78,00 + customs 18,00 euro;
  13. Great Britain 40,00 euro;
  14. Greece (Island) 75,00 euro;
  15. Greece 40,00 euro;
  16. Ireland 28,00 euro;
  17. Latvia 25,00 euro;
  18. Lithuania 25,00 euro;
  19. Luxembourg 15,00 euro;
  20. Malta 40,00 euro;
  21. Holland 15,00 euro;
  22. Poland 25,00 euro;
  23. Portugal 25,00 euro;
  24. Portugal (Madeira) 60,00 + customs 20,00 euro;
  25. Portugal (Azores) 75,00 + customs 20,00 euro;
  26. Czech Republic 25,00 euro;
  27. Slovak Republic 30,00 euro;
  28. Romania 25,00 euro;
  29. Slovenia 20,00 euro;
  30. Spain 25,00 euro;
  31. Spain (Andorra) 77,00 + customs 20,00 euro;
  32. Spain (Balearic Islands) 47,00 euro;
  33. Spain (Canary Islands) 77,00 + customs 20,00 euro;
  34. Spain (Melilla) 77,00 + customs 20,00 euro;
  35. Sweden 25,00 euro;
  36. Switzerland 15,00 + customs 37,00 euro;
  37. Hungary 20,00 euro.

WHICH ARE THE DELIVERY DAYS AND TIMES?

Deliveries will take place from Monday to Friday. Orders received on Saturdays, Sundays or on national holidays will be processed on the first following working day.

Orders received before 12:00 a.m. will be delivered to the courier in the afternoon of the same day. If received after 12.00 a.m. they will be delivered to the courier on the next  working day.

IS IT POSSIBLE TO SEND THE ORDER TO AN ADDRESS DIFFERENT FROM THE ONE PROVIDED  IN THE ORDER FORM?

Yes, it is possible, providing that you inform us sending an e-mail to the address customercare@primabase.it before the order conclusion.

IS IT POSSIBLE TO RECEIVE THE ORDER CONFIRMATION?

The order confirmation will be automatically sent to the e-mail address indicated by the customer in the order form.

The customer will receive two e-mails: one containing the order confirmation and the other one communicating the payment confirmation and the successful conclusion of the order.

HOW CAN I TRACK MY PACK?

Once that the order has been delivered to the courier, you will receive an e-mail indicating the tracking number and a direct link to monitor the shipment status.

CAN I ARRANGE WITH THE COURIER FOR THE DELIVERY DAY?

The courier cannot be called. The courier usually makes two attempts at delivery and in case they  fail, he will call you on the phone number you provided in the purchase form and in your Primabase’s account.

WHAT HAPPENS IF BOTH ATTEMPTS FAIL?

If the courier fails to deliver the package for two times, it will be sent back to our address. After any further unsuccessful attempt, we will be forced to cancel the order withholding delivery costs.

HOW CAN I RETURN THE PRODUCT?

If you want to return a product, you must send the “Standard Withdrawal Form” to customercare@primabase.it within 14 days from the receipt date. The product must be returned intact, complete in all its parts, fully functional and with the tags and labels still attached to it and be delivered by our express courier GLS before the withdrawal period expiry.

Once we receive the returned product, we will refund the total amount paid by the customer, including delivery costs, within 14 days from the receipt day.

The return costs are free only in Italy.

DO YOU PROVIDE THE SIZE CHANGE?

Within a maximum of 14 days from its receipt  you can request the size change of a product by returning it and sending the “Size Change Form” to customercare@primabase.it.

The costs will be free for only a size change. If the customer needs to change the size further, he/she will have to pay the costs on his/her own. In the first case, the customer must return the product through our courier, while, in the second case, he/she can use a courier of his/her choice and must return the product in any case within 14 days.

CAN I CHANGE THE PURCHASED ITEM WITH A DIFFERENT ONE?

You can change products with the same article codes only. In case you want a different item you can do a request of withdrawal and then proceed with a new order.

HOW IS THE REFUND PROCEEDED?

Soon after we have received the product  the refund will be made with the same payment method used by the customer for the initial transaction.

The customer will not be charged any additional cost for the return and will receive the whole amount back.