FAQ

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. Atoher payments accepted are PayPal and Klarna.

WHO IS YOUR COURIER?

We do not have a specific courier. We will communicate it when we will send you the tracking number.

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?

Below are the fees for each country, excluding customs charges.

  1. Austria 20,00 euro;
  2. Belgium 20,00 euro;
  3. Bulgaria 25,00 euro;
  4. Croatia 25,00 euro;
  5. Cyprus 50,00 euro;
  6. Denmark 25,00 euro;
  7. Estonia 25,00 euro;
  8. Finland 35,00 euro;
  9. France (Corsica) 78,00 euro;
  10. France 25,00 euro;
  11. Germany 20,00 euro;
  12. Great Britain 78,00 euro
  13. Greece (islands) 75,00 euro;
  14. Greece 40,00 euro;
  15. Ireland 28,00 euro;
  16. Italy 6,00 euro;
  17. Latvia 25,00 euro;
  18. Lithuania 25,00 euro;
  19. Luxembourg 20,00 euro;
  20. Malta 40,00 euro;
  21. Holland 20,00 euro;
  22. Poland 25,00 euro;
  23. Portugal 25,00 euro;
  24. Portugal (Madeira) 60,00 euro;
  25. Portugal (Azores) 75,00 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 euro;
  32. Spain (Balearic Islands) 47.00 euros;
  33. Spain (Canary Islands) 77,00 euro;
  34. Spain (Melilla) 77,00 euro
  35. Sweden 25,00 euro;
  36. Switzerland 20,00 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 note 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 to Calzaturificio Gal.men s.r.l Via Fonte Giugliano 4/6 63812 Montegranaro (FM) at your own expenses.

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

DO YOU PROVIDE THE SIZE CHANGE?

No, you have to do the return and make another order.

CAN I CHANGE THE PURCHASED ITEM WITH A DIFFERENT ONE?

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.