Our Policy
At Primera, we want you to love what you wear. If something isn’t quite right, we offer a 3-day exchange and return window from the date of delivery.
Exchanges
We’re happy to exchange your item for a different size, colour, or product of equal value, subject to availability. Exchanges are our preferred and fastest resolution — we’ll get the right piece to you as quickly as possible.
Returns & Refunds
If a suitable exchange isn’t available, we’ll process a refund to your original payment method once we receive and inspect the returned item.
Refunds or replacements for damaged or defective items are only accepted with a clear, continuous unboxing video as proof (see below).
Conditions
To be eligible for an exchange or return:
- The request must be made within 3 days of delivery
- The item must be unworn, unwashed, and undamaged
- All original tags must be attached
- The item must be returned in its original packaging
- For damage or defect claims, a continuous unboxing video is mandatory
Items that do not meet these conditions may not be accepted.
Damaged or Defective Items
We take great care in packing every order. In the rare case your item arrives damaged or defective, we require a clear, continuous unboxing video that begins before the sealed package is opened and shows the issue without any cuts or edits.
Claims without a valid unboxing video cannot be accepted. This policy protects both our customers and our brand, and allows us to resolve genuine issues quickly.
Please email hello@primera.clothing within 3 days of delivery with your order number and the unboxing video.
How to Request
To start an exchange or return, simply email us at hello@primera.clothing within 3 days of delivery with your order number and reason. Our team will guide you through the process and arrange a pickup.
We cover the cost of return shipping for all eligible exchanges and returns.
Questions
For any questions about returns or exchanges, reach us anytime at hello@primera.clothing. We read every email personally.