FAQs

Contact Us

Order

How can I place an order?

If you would like to buy one of our products just click on ‘Add to Basket’. To finalise your order, click on the shopping cart which you’ll find at the top right of your screen. You’ll then be taken to the payment process page where you can fill in your delivery and billing address and choose your method of payment.

Can I change my order?

When you’ve placed and paid for your order, it’s prepared for transport almost immediately. As soon as the status of your order is ‘completed’, you can no longer change your order. If you wish you can return the entire order or any items that you don’t want using the return procedure.

Can I choose a different delivery address?

Yes, during check-out, you can choose to ‘Add a new address’ where you can enter a different address than the billing address.

Will I receive a confirmation of my order?

Yes. We’ll send you a confirmation email after receiving your order. If you think that money been taken from your bank account and you have not received a confirmation email, then please check your spam folder. If you have created an account, your order will also be visible on your account page.

Can I cancel my order?

That depends on the shipping status. Please contact info@primandprops.co.uk as soon as possible and have your order number ready. Once your order has been processed, it can no longer be cancelled.

Are there delivery costs?

We do not charge for deliveries within the UK.

How do I create an account?

Click on ‘Login’ at the top right. Choose ‘Create account’.

Where can I change my details?

You can change your personal details in your Prim & Props account. After login, go to ‘My account’ to change your personal information.

I can’t log in!

If you’re experiencing problems trying to log in to the website, please check which error message you are receiving. The most common error is typing in a wrong email address or password. You can always choose to create a new password if you wish.

Can I create a new password?

Click on ‘Forgotten password?’ and enter your email address. In a few minutes, you’ll receive an email with a link to a page where you can enter a new password.

What is the delivery time?

The delivery time is approximately 3-5 working days for delivery in the UK.

General

Where are the General Terms and Conditions?

You’ll find our Terms and Conditions by clicking on the link “Terms & Conditions” at the bottom of each page.

Where is the Privacy Policy?

Click on “Privacy Policy” at the bottom of each page.

Returns

How can I return my order?

What are the return options?

You can return your online order to our warehouse, the address is: 

For all ways to return items please fill in the attached return form and put the form back in the return packaging.

When will I receive my money back?

Return payments will be handled asap, but not later than 4 weeks after we received the products back. Please be aware that credit card companies can take up to 7 days extra before the return payment shows on your account.

Can I return an order if I no longer have the original packaging?

Yes. Please put the items you want to return in sturdy packaging (cardboard box) so they will not be damaged during transport. Please make sure to fill in the attached return form and put the form in your return packaging.

I received a damaged or defective item?

Please send an email to info@primandprops.co.uk and let us know what is wrong. We will look at the issue and workout a suitable solution as soon as possible.

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