FAQs
How quickly do you answer messages?
We reply to every message in the order it comes in, usually within 24 hours on business days. The fastest way to reach us is through the contact page, and please include your order number if your question is about an existing order.
What are the shipping costs?
Shipping in the Netherlands is free on orders over €55 and €6.95 on orders below that. Shipping to the rest of the European Union is a flat €12.95, and international shipping outside the EU is €19.95. Any applicable rate is always shown at checkout before you pay.
How long does it take to receive my order?
Orders are processed within 1 to 3 business days, and delivery in the Netherlands typically takes 5 to 10 business days once your order has shipped. Deliveries elsewhere in the EU can take a few days longer, and international orders outside the EU usually arrive within 2 to 4 weeks.
Can I change my shipping address after ordering?
If you spot a mistake, contact us as soon as possible with your name and order number. We can usually correct the address while the order is still being processed, but once the package has been handed to the carrier we can no longer change it.
How can I track my order?
As soon as your order ships you will receive an email with a tracking number, so you can follow the package door to door. Tracking events can take a day or two to start updating after dispatch, so do not worry if it looks quiet at first.
Will my order arrive in one package?
Depending on what you order, items may ship separately and arrive a few days apart. You will receive tracking for every shipment, and you never pay extra shipping when an order is split.
What is your return policy?
You have 30 days after receiving your item to request a return. Items need to be unworn, with tags and in their original packaging. The full details, including how to start a return, are on our Refund Policy page.
What do I do if my item arrives damaged or incorrect?
Please inspect your order on arrival and contact us right away if anything is defective, damaged or not what you ordered. Send us your order number and a photo through the contact page and we will sort out a replacement or refund.
Is it safe to order online at Prime Mode?
Yes. Our store runs on Shopify with SSL encryption on every page, and payments are handled by certified payment providers. We never see or store your full card details.
