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.

Shipping in the Netherlands is free on orders of €55 or more and €6.95 on orders below that. We currently ship within the Netherlands only. The rate is always shown at checkout before you pay.

Standard delivery within the Netherlands takes 7 to 12 working days. This is an estimate, and busy periods can add a few days. As soon as your order ships you receive a tracking number by email.

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.

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.

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.

You have 14 days after receiving your order to change your mind. Email info@primemode.shop with your name and order number within that period and we send you the return instructions. Return shipping is paid by the customer, unless the item arrived wrong, damaged or defective. The full details are in our refund policy.

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.

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.