Frequently asked questions

Placing order

DO I HAVE TO CREATE AN ACCOUNT TO ORDER?

No, you can also order as a guest, although we recommend creating an account for several reasons:

  • Faster order confirmation
  • Quickly access your order history and tracking
  • Receive our latest news as a preview

I FORGOT MY PASSWORD ?

On the "Sign in" page, click "Forgot your password?" and you will be redirected to another page to create a new password.

WHAT HAPPENS IF I ENTER THE WRONG EMAIL ADDRESS?

Please contact us at contact@primecuration.com so we can change your email address.

WHICH PAYMENT METHODS ARE ACCEPTED?

We accept all standard credit cards (VISA, Mastercard, Amex). We do not accept checks, cash, bank transfers.

IS MY ORDER SECURE?

When you order with your credit card, all the information you enter is protected with SSL technology. Your information is encrypted and sent directly to our payment service where your payment request is authorized. Your banking information is not stored on our servers at any time.

CAN I MODIFY OR CANCEL MY ORDER?

Once your order has been validated, we reserve the right to accept or refuse this order, even if you have received a confirmation email or your payment has been approved. If your payment has already been approved and we reject your order, we will refund you to the payment method you used.

Please note that any orders already prepared or shipped cannot be cancelled

CAN I CHANGE MY SHIPPING ADDRESS ONCE THE ORDER HAS BEEN PLACED?

Yes, you can, but please note that your delivery address cannot be changed once your order has been prepared or shipped.

WHEN WILL MY ORDER ARRIVE?

Primecuration guarantees the delivery of your orders to your home. In general, this is how our shipping processes and deadlines work

1. Preparation of the order
We collect all the items in your order and prepare the package so that it can be collected by our courier partner.

2. Shipping of the order
Your order is shipped and you will receive the tracking number that will allow you to follow the progress of the delivery.

3. Delivery of the order

Our service provider delivers your package to your home Address. This phase generally lasts 7 to 10 days.

HOW CAN I TRACK MY ORDER?

We will send you an email with tracking information as soon as your order ships.

CAN I USE MULTIPLE PROMOTIONS FOR ONE ORDER?

Our promotions and discounts cannot be combined, unless otherwise specified.

WHAT DO I DO IF A PRODUCT IS MISSING IN MY ORDER?

If a product is missing, your order may have been shipped in multiple packages and you will receive these packages a few days later. If this is not the case, contact our customer service immediately. A weight check will be requested from our warehouse to detect the error.

Delivery

WHEN WILL MY ORDER BE PROCESSED?

All orders are processed in our warehouses. Please allow us more time during holidays or sales periods.

We process orders from Monday to Friday. Orders are processed within 1 to 2 days of the order date and shipped the next business day. Please note that we do not process orders on weekends.

HOW WILL MY ORDER BE SENT?

Your order will be sent via our 100% guaranteed delivery methods with a tracking link allowing you to track your order at any time.

Return

HOW CAN I RETURN A PRODUCT?

If you are not satisfied with your purchase and wish to return a product, please contact us within 30 days of receiving your order. Please provide us with your order number and reasons for returning the product.

Please note that all returned products must be in their original condition and with packaging intact.

IS SHIPPING REFUNDED UPON RETURN?

All costs relating to the return of the product or products remain the responsibility of the customer.

WHAT HAPPENS IF THE PRODUCTS I RECEIVED ARE DAMAGED / DO NOT MATCH MY ORDER / DEFECTIVE?

Please contact us within 30 days of receiving your order. You will be asked for your order number, an explanation of the problem and proof of the problem. We will do our best to resolve your problem as quickly as possible.

HOW LONG DOES THE RETURN PROCEDURE TAKE?

The returns process can take up to 30 working days from the day we receive your return. We will send you an email to confirm that your return has been considered. If you don't receive email after email, please check your spam or contact our customer service again.

WHEN WILL I RECEIVE MY REFUND?

All refunds are made to the original payment method. If you paid by credit card, refunds are typically processed within 4-7 business days. If you haven't received your refund yet, contact your bank to find out about expected delays.