Delivery & Returns

Frequently asked questions about coronavirus (COVID-19)

Will I still receive my order?

Yes, PostNL will still deliver parcels as usual. They will be following the guidelines issued by the government and will take hygiene measures to prevent further spreading of the virus.

How will my order be delivered?

With immediate effect, PostNL will no longer ask customers to sign their handheld units and instead the drivers will sign on the customers' behalf. They will record the consignee's name and insert a "Delivered on Authority" message in the signature section of the unit.

This new process will still give you full track and trace functionality, so that you will always know the exact location of your parcel.

Can the virus be spread via packaging materials?

No, the virus cannot be transmitted via packaging. This is why PostNL will be delivering parcels to our customers as usual.

What if I arranged to have my order delivered at work, which is now closed?

If you have placed your order very recently, contact our customer service department (via contact@primadonna.com). We will try to have it delivered to another address. If this is not possible, your parcel will be returned to us. You will be reimbursed within three weeks. If you wish, you can reorder your product using a different delivery address.

Can I still return my order?

Orders can be returned in the usual manner via a PostNL Parcel Shop. Of course, we will take the current situation into consideration and respond flexibly with regard to time limits.

If you feel uncomfortable about visiting a Parcel Shop, request a return ticket by sending an e-mail to contact@primadonna.com stating your order number, your name, and the products you wish to return. You will then be entitled to return the product to us at a later date, and we will reimburse you for it accordingly.

Standard return procedure: you can return your order provided that returned items are unwashed, unworn, and unaltered in any way. Items must be in their original condition with the tags attached.

Please note that items purchased in-store should be returned to the store of purchase. It is currently not possible to process these purchases from our central warehouse.

I missed two delivery attempts by PostNL. What will happen now?

If you are not at home at the time of your delivery, PostNL will automatically return your parcel to us. As soon as we receive it, you will receive a refund within a maximum of 3 weeks. If you wish, you can place a new order.

 

Delivery

We will process you order directly after placement, and hand it over to PostNL afterwards. Delivery days are from Monday to Saturday, you will receive a Shipping Confirmation email with the link to your PostNL tracking information.

Shipping destination: The Netherlands

Processing: 1 working day
Delivery: 1-2 working days
Total time: 2-3 working days

Free shipping for orders above 100 Euro

All orders above 100,- are free of charge for the first two delivery attempts for all orders. Order below 100,- Euro have delivery costs of 4.50 Euro per order.

Returns

PrimaDonna is keen on providing a carefree shopping experience, and therefore offers an easy return policy. You may return your order free of charge within 14 days from the date of delivery, provided that returned items are unwashed, unworn and unaltered in any way. Items must be in their original condition with the tags attached.

Please note that items purchased in-store should be returned to the store of purchase. It is currently not possible to process these purchases from our central warehouse.

Please follow these instructions when returning items:

  1. Please return the items in the original shipping box. If you don’t have the original shipping box, please make sure that the packaging is appropriate to avoid damages during transport.
  2. Please fill out the Returns Documentation that was shipped with your order, and include it with the merchandise being returned to guarantee swift and correct processing. In case the Returns Documentation is missing, you can download it here.
  3. Affix the pre-paid return shipping label on the return package, the return label is included with your initial order. If you have lost or did not receive the return shipping label, please contact PrimaDonna at contact@primadonna.com to receive a new label.UPS location
  4. For free returns, drop your package off at a PostNL drop off location. You can find your nearest  PostNL drop location online.

Reimbursement

  1. It can take up to 14 business days for PrimaDonna to receive, process and refund your returned merchandise and for your account to be credited.
  2. If at the time of purchase you received a discount on the full order, this will be taken into account and the actual amount paid will be refunded.
  3. Refunds will be made to the original form of payment. If you paid by e-gift card, you will receive a new e-gift card equal to the amount of your return.

Unfortunately, it is currently not possible to exchange or repair items.