Returns and refunds

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.