Frequently Asked Questions (FAQ)

This page compiles the questions most frequently asked by our customers. Here, you can find assistance ranging from topics related to your order and shipping to procedures for returns.

If you cannot find the information you are looking for, please do not hesitate to contact us using the contact form.

Shipping

You may cancel an order if it has not yet been dispatched from our warehouse. To do so, please get in touch with our Customer Service team via the contact form for assistance.

Once your order has been shipped, you will receive a confirmation email containing a tracking number and a link to monitor your parcel’s journey. You can also find this information within your account on primeswell.com under the “My Orders” section.

For detailed information on delivery methods and service availability, please visit our shipping information page on primeswell.com.

To locate a nearby collecting point, select the relevant delivery method during checkout. A window will open, allowing you to find pickup points based on your address.

Returns

In our primary service regions, you have 30 days from receipt to return products for a full refund, free of charge. You can generate a prepaid return label from your customer account and drop the parcel at an authorized drop-off point.

For returns initiated from other countries, shipping costs are the responsibility of the customer. All items must be returned in their original condition, with packaging and tags attached. We reserve the right to refuse returns for items that are damaged, used, or missing original packaging.

For comprehensive instructions on how to process a return, please refer to our dedicated returns page on primeswell.com.

Once our warehouse receives and inspects your return, our Customer Service team will process a refund to the original payment method used for the order. If you receive a defective product, please contact our Customer Service directly for assistance.

Orders

After placing an order on primeswell.com, an automatic order confirmation email is sent to the address you provided. Please check your junk or spam folder if you do not see it in your inbox. If you still cannot locate the confirmation, please contact our Customer Service.

There are two main reasons why an order might be incomplete:

  1. Unavailable Product: If an item is out of stock, we will ship all available products immediately and automatically refund the amount for the unavailable item.
  2. Multiple Parcels: Occasionally, an order may be shipped in more than one parcel if some items were not ready for dispatch at the same time. You will receive a separate tracking email for each shipment.

Payments

We offer secure and convenient payment options for your peace of mind:

  • Credit/Debit Card: All transactions are secured using SSL encryption technology, which protects your payment details. We do not have access to your full card information.
  • PayPal: You can select PayPal during checkout. You will be redirected to PayPal’s secure site to log in and complete the transaction.

For more details, please visit the payment information page on primeswell.com.

Account

To create an account, click the “Sign in” link in the top menu of primeswell.com and then select “Create an account.” You can register using your email address or via your Facebook or Google account for faster access.

You can manage your personal details and saved addresses by logging into your account and navigating to the “Account Information” and “Address Book” tabs.

If you have forgotten your password, click the “Forgot your password” link on the login page. Enter your registered email address to receive instructions on how to reset it.

To permanently delete your account, please contact our Customer Service team via the contact form. They will process your request and remove all associated data from our systems.

As a registered member, you automatically join our loyalty program, earning points on purchases that unlock exclusive discounts. Learn more about the benefits on the dedicated loyalty program page on primeswell.com.

Products

Our Terms and Conditions apply to all promotions and orders. We stand behind the quality of our products. Should an item prove to have a manufacturing defect, it is covered by a legal warranty.

Care instructions for your garments are provided on the product’s hangtag.

Contact & Updates

To get in touch regarding any inquiries, please use the contact form available on primeswell.com, selecting the relevant subject for your request.

To stay informed about our latest news, collections, and special offers, you can subscribe to our newsletter by entering your email address in the sign-up field found in the website footer. Existing account holders can manage their subscription preferences in the “Newsletter Subscriptions” tab within their account.