NEW STYLES ADDED TO SALE
Where do you ship from?
All orders are packed and dispatched from our Melbourne, Australia warehouse.
How long will my order take to arrive?
We aim to dispatch all orders within 24 - 48 hours between Monday - Friday. Delivery times vary by location.
- Standard Shipping (AUS): 2–8 business days
- Express Shipping (AUS): 1–5 business days
- International Shipping: 3–10 business days via FedEx Express or Australia Post Express
Orders received after 12pm on a Friday will not be processed until the following Monday. 24 - 48 hour dispatch may also not be applicable on orders placed during peak periods (Sale or Public Holiday periods).
How do I lodge a return?
We’ve partnered with Refundid to make returns quick and easy. If your order meets our return criteria, you can lodge a return through our online portal.
Visit our Returns Page to get started.
How do bundle returns work?
Orders placed using a bundle promotion (e.g. Buy 2 & Save 15%) are eligible for either a refund or standard store credit in line with our return policy.
Please note: 110% store credit is not available on bundle purchases.
If part of a bundle is returned and the remaining item/s no longer meet the bundle criteria, the discount will be removed and the retained item/s will revert to full price. The refund amount will be adjusted accordingly.
For example, if one item from a Buy 2 & Save 15% order is returned, the remaining item will be charged at its original full price, and the refund will reflect the difference.
If you have any questions before returning your order, our team is always happy to help.
How much is Australian shipping?
- Free standard shipping orders over $100 AUD
- Free express shipping orders over $300 AUD
Orders under $100 AUD
- Standard - $10.00 AUD flat rate
- Express - $15.00 AUD flate rate
See shipping rates for international parcels
Do you offer click & collect or local pickup?
Not at this stage - but we're working on it!
Can I change or cancel my order?
We begin processing orders shortly after they’re placed, so we’re unable to guarantee changes or cancellations. If you need to update or cancel your order, please contact us at hello@primi.com.au as soon as possible, and we’ll do our best to assist before your order ships.
How does Primi sizing run?
We offer sizes 2XS–5XL, and our pieces generally run true to size. Each product page includes detailed sizing information, fit notes and recommendations.
Please use our general size guide for an approximate reference, and keep in mind that fit can vary slightly depending on the style and fabric.
What is your Australian return policy?
We accept returns on full-priced items within 14 days of order fulfilment for a refund or 110% store credit. Items must be unworn, unwashed, in original condition, and not marked as final sale.
Please refer to our Returns page for full details.
What is your International return policy?
Primi does not provide a return label for international orders. International return shipping and any reverse duties & taxes are the responsibility of the customer. Please contact our customer service team for return postage details.
USA returns will incur a 20% processing fee based on the order RRP.
Once your return is received and inspected, your refund will be issued. Please allow up to 7-10 business days for the refund to be processed back to your original form of payment.
Can I return final sale items?
Final sale items cannot be returned or exchanged unless deemed faulty. We recommend choosing carefully, as any returned final sale items will not be accepted or sent back.
What happens if I return an item purchased with a 110% store credit?
If you used a 110% store credit to place your new order and decide to return it, you’ll only be eligible for a store credit minus a $11.95 return label fee. Refunds and additional 110% store credits are not available for these orders.
Can I get a refund on an order placed using a gift card?
Orders paid entirely with a gift card can only be returned back to the gift card minus a $11.95 return label fee. Refunds to original payment or 110% store credits are not available.
What if I used both a gift card and a credit/debit card to pay for my order?
Orders paid with a mix of gift card and card payment can only be returned to the original payment methods. The $11.95 return label fee will be deducted from the gift card portion. Full refunds or 110% store credits are not available for mixed payment orders.
Can I choose the 110% store credit option more than once?
You can only select the 110% store credit option when returning an original paid order. If you’ve used a 110% store credit to place a new order, any return from that order will only be eligible for store credit minus a $11.95 return label.
How is the return label fee applied in mixed payment returns?
For orders paid with both a gift card and a card payment, the $11.95 return shipping fee will be deducted from the gift card portion of your refund.
What happens if I receive a faulty item?
We're so sorry if you’ve received a faulty or damaged item. Please email us at hello@primi.com.au with your order number and clear photos of the fault within 1 day of receiving your order. Our team will prioritise your case and work to resolve it as quickly as possible.
How can I get in touch with customer support?
You can reach our customer care team by emailing hello@primi.com.au. We’re available Monday to Friday, 9am–5pm AEST, and aim to respond to all enquiries within 1–2 business days.
INTERNATIONAL order FAQ'S
What is your international return policy?
Primi does not provide a return label for international orders. International return shipping and any reverse duties & taxes are the responsibility of the customer. Please contact our customer service team for return postage details.
USA returns will incur a 20% processing fee based on the order RRP.
Once your return is received and inspected, your refund will be issued. Please allow up to 7-10 business days for the refund to be processed back to your original form of payment.
I'm based in the USA, can I opt for a 110% store credit on my return?
Unfortunately 110% store credits will not be issued for USA orders
Do USA orders need to pay duties & tariffs?
All duties and taxes for orders shipping to the USA are included in our prices. No surprises at checkout or when your order arrives.
Do other international orders need to pay duties & tariffs?
It is the customer's responsibility to be aware of any local customs & taxes charges. These fees are not included in your order total and must be paid to your local customs office prior to receiving your order. Primi will not offer refunds for any refused shipments due to additional customs & taxes charges. If this fee is not paid, the order will be returned to us at the customers expense.