Frequently asked questions

PLEASE NOTE: Due to additional costs and operational issues, returns can only be made by using the UPS return label that is included in your box. If you cannot do so, please contact Customer Services.

Return procedure for online orders

You may return your online 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.

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

Please follow these instructions when returning items:

First check if you have received the necessary return paperwork:

• A pre-paid UPS return shipping label to Belgium
• Three blank copies of the pro forma invoice (= Return Invoice)
• If any of the paperwork is missing, please contact Customer Service at contacten@primadonna.com

1. Return the items in the original shipping box via UPS only. If you do not have the original shipping box, please ensure that the packaging is suitable to avoid damage in transit.
2. Register your return using this link. If you have an online account, you can also register a return through your account.
3. Attach the pre-paid UPS shipping label on your return package.
4. Carefully complete all three pro forma invoices. Detailed instructions can be found on the pro forma invoice. Please note that if any information is missing, incorrect or incomplete, your parcel will get stuck at Customs.
5. Put the three completed pro forma invoices in a pouch or transparant folder, and securely attach them to the outside of the parcel.
6. Notify UPS of your return by emailing a copy of your completed pro forma invoice to gbexportbkge@ups.com. Use the UPS tracking number starting with 1Z as the subject of the email. In the email itself, a standard phrase such as "Please find attached my pro forma invoice for a return to Europe with tracking number 1Z... “ will suffice. Please do not skip this step, as it may result in your return package being held up at Customs or returned to you.
7. Drop off your parcel at a UPS Parcel Shop.

Reimbursement

• 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.
• 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.
• Refunds will be made to the original form of payment. If you paid by an e-voucher, you will receive a new e-voucher code by email equal to the amount of your return.

Unfortunately, it is currently not possible to directly exchange or repair items. Please place a new order if you would like to receive another item.

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

Shipping destination

UK mainland (delivery to Channel Islands, Northern Ireland & Isle of Man not available)

Normal shipping time is 5 working days. Please expect a longer shipping time frame during sales and holiday periods.

No extra cost will be charged upon delivery of your parcel.

Shipping costs

£3,50 shipping cost. Free for orders over £150

Contact Details

If you have any questions about your order, please contact our Customer Service department for assistance at contacten@primadonna.com

Adjust or cancel order

We make every effort to ship your order as quickly as possible. Therefore, the time frame in which an order can still be adjusted or cancelled is very short. Please contact our customer service to check whether your order can still be adjusted or cancelled. Please note that this may no longer be possible. In that case, you can return your order free of charge after receiving it.

We make every effort to ship your order as soon as possible. Therefore, it is no longer possible to change or cancel an order. If you have ordered an incorrect item, we recommend placing a new order and returning the current order. Is there an error in your delivery address? Then this can still be changed, provided your order has not yet been dispatched. Please contact our customer service as soon as possible.

We believe Lingerie and Swimwear aftercare is of the utmost importance. Special care is needed when washing your fine lingerie and swimwear. If you follow the care instructions below, it will help keep your lingerie beautiful for longer. Always follow the care instructions given on the label of your lingerie.

Ideally, you should wash your lingerie after having worn it for one day. We strongly advise you to wash your lingerie by hand. Delicate laces and embroideries will last much longer if washed gently by hand. Fill a tub with warmish water (max 30°C) and detergent, and repeatedly immerse the lingerie. Make sure that the lingerie keeps moving. Don't wring it or rub it. Rinse with clear warmish water (max 30°C) until all the detergent is gone. Never put lingerie in the tumble dryer, but hang it out to dry. Lingerie can dry flat on a towel or be hung on a drying rack. Always hang the bra by the central front panel so it can dry evenly. Never put lingerie on a heat source. Only put lingerie away if it is completely dry. Lingerie should not be ironed.

Always follow the care instructions given on the label of your swimwear. Avoid wearing new swimwear in the sauna or Jacuzzi as this can cause serious degradation to the garment. We would suggest that an older garment is used as an alternative. Avoid contact with chlorine and sunscreen. Rinse swimwear immediately after every use in clean, cold water. Wash swimwear in cold water with detergent. Use a mild liquid detergent for delicate wash. Never let it soak overnight. Never wring swimwear. Never put swimwear in the tumble dryer, but hang it out to dry. Swimwear can dry flat on a towel or be hung on a drying rack. Only put swimwear away if it is completely dry.

Please note, we are unable to accept as faulty returned lingerie or swimwear where damage has been caused by not following the washing instructions on the label.

Promotions on our website are either announced via a newsletter or directly on the website. In both cases, we mention the promotion code. When placing an order, at the checkout page where you are asked to fill in or confirm your delivery address, and payment method, you will also find an area where you can fill in a promotion code. Once you have filled in the promotion code, in the next check out step you will see an order summary, mentioning all promotions that have been accepted by our system. Promotion codes are accepted when your order meets the promotion conditions.

This website accepts following payment methods

• Credit and debit cards: Visa, MasterCard, Maestro and American Express
• PayPal
• Google Pay
• Apple Pay

The availability of specific payment methods may depend upon the value of your order.

When you choose to pay by Credit or Debit Card, you agree that we will perform a credit check prior to authorising this payment method.

This Website partners with a first class Payment Service Provider, guaranteeing both secure online payment safety and protection against fraud attempts.

Yes. To help ensure that your shopping experience is safe, simple and secure, this website uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website. SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected. If you are enrolled in the Visa Secure or MasterCard Secure programmes, you will also need to enter your password to complete your transaction.

After you have successfully closed your checkout phase, you will receive an order confirmation email. However, this is not confirmation that we have successfully processed your payment. For credit and debit card payment methods, it may happen that we do not obtain payment authorisation from your bank. Usually, the denial of a payment authorisation occurs within 1 working day from the time you placed an order. If payment authorisation is denied, we will cancel your order and inform you via an automated mail.

There are a number of reasons why this may have occurred so you should carefully check the details you have entered and try again. Remember, the Invoice address you enter must match the address that your bank or credit card issuer has on record for you, otherwise your transaction may be declined by our Payment Service Provider even if your bank has authorised payment. We do not take payment from you until the goods are dispatched, however the funds will be reserved in your account at point of order so you may still see this on your bank statement even if we have not received payment. If the payment is rejected it will take approximately 4 working days for this authorisation code to drop off and release the funds again. If you have checked and entered your details again, please contact either your card issuer or our customer services team for help. Do not enter your details multiple times as this may prevent your funds from being released for other transactions.

All pictures shown on our website are shot at high resolution under light conditions that reflect normal daylight. Hence, colours are rendered in a very realistic manner. However, variations between garment colours and what you see on your screen may be affected by your screen settings.

If you are having problems using our website please contact us via email at contacten@primadonna.com so that we are able to help you to place your order.

We will send you an automated email confirming your order has been placed. If you have not received this email within one hour of placing your order, please call our customer service department to ensure that your order has been successful.

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You can enter the competition for a chance to win a lingerie voucher by purchasing a PrimaDonna bra or briefs.

• Remove the tag from the garment
• Open to view your unique code
• Go to our hangtag page
• Enter the unique code, the competition question, the tiebreaker and your details
• Every month the lucky winners are notified by email

The code is printed inside the tag attached to the participating products.

You have to enter the unique code that comes with participating products. If your code comes from a participating product but is not accepted: Check that you have entered the code correctly. The code comprises 10 digits and is case sensitive. Ensure that the code has not already been used. Each code can only be entered a single time.

Yes. You cannot participate in this online competition without an email address. We have to be able to send you an email if you win a prize, so you need to supply a valid email address. If we are unable to contact a winner or a winner does not claim her prize within 180 days, the entrant will not receive a prize.

You will not receive any marketing messages from us if you state when entering the competition that you do not wish to receive them. In that case, we will only use your email address to contact you about matters directly relating to the competition, such as notifying you that you have won a prize.

Yes. Every time you enter a unique code you have the chance to win a pair of briefs or a lingerie set. So the more codes you have, the more chance you have of winning.

Yes. Your details will be processed and stored in accordance with our privacy policy. They will only be used to contact you about matters directly relating to the competition and any other purposes you have agreed to.

Winners must claim their prize within 180 days or they will not receive the prize.

Winners will be notified that they have won a prize by email. If you have not won a prize you will not receive an email.

If you receive an email notifying you that you are a winner, you have to select the shop where you wish to collect your prize. 'Once you have done so you will receive another email containing your voucher. The shop you select will also be notified that they should expect you. Your lingerie voucher is valid for 6 months in the shop you select. It cannot be redeemed anywhere else.

If you've won a voucher for a set, you can choose a set worth €125 from our collections. If you do not find an answer to your particular question, you can contact us at marketing@vandevelde.eu.