Our Commitment to You

At Primal Shop, we understand that premium beauty products are essential to expressing your unique style and confidence. Our commitment extends beyond providing high-quality hair accessories, extensions, and beauty essentials – we’re dedicated to ensuring your complete satisfaction with every purchase.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping Methods & Delivery Times

  • Standard Shipping – $12.95
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after shipping
    • Includes tracking and insurance
  • Free Shipping – Orders over $50
    • Carrier: EMS
    • Delivery Time: 15-25 business days after shipping
    • Tracking included
Please Note: We ship worldwide, excluding some Asian countries and remote areas. International customers are responsible for any customs duties, taxes, or import fees that may apply.

Returns & Exchanges Policy

We want you to love your Primal Shop products! If you’re not completely satisfied, our hassle-free return policy is designed with your convenience in mind.

Eligibility Requirements

To qualify for a return or exchange, your items must meet the following criteria:

  • Timeframe: Request must be submitted within 15 days of receiving your order
  • Condition: Items must be unused, in original packaging with all tags attached
  • Proof of Purchase: Original order confirmation or receipt required
  • Hygiene Standards: All returned items must meet our hygiene standards for resale

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns or exchanges on the following products:

  • CONTACT LENSES (opened or unopened)
  • EYE LASHES (once packaging is opened)
  • COMBS & BRUSHES (used or with removed packaging)
  • Opened cosmetic products including:
    • CURLING CREAM
    • DETANGLER
    • GEL
    • HAIR CREAM
    • CONDITIONER
  • Any items that have been used, altered, or damaged after delivery

Return & Exchange Process

1 Submit Your Request

Contact our customer service team within 15 days of receiving your order at [email protected]. Use the template below to ensure we have all necessary information.

2 Receive Authorization

We will review your request and, if approved, provide you with a Return Authorization Number and shipping instructions. Do not ship items without this authorization.

3 Package Your Items

Securely package the items in their original packaging, including all tags and accessories. Include a copy of your order confirmation or receipt.

4 Ship Your Return

Ship the package to our return address using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error.

5 Processing

Once received, we will inspect your items and process your refund or exchange within 3-5 business days.

Refund Information

Refunds will be processed to the original payment method used for purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Please Note: Original shipping costs are non-refundable. Exchange items will be shipped once the return is processed, using your original shipping method.

Return/Exchange Request Template

Copy and paste the template below into an email to [email protected] with the subject line: “Return/Exchange Request – [Your Order Number]”

Subject: Return/Exchange Request – [Your Order Number]
Email Content:
Dear Primal Shop Customer Service Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Items to Return/Exchange:
Product Name: [Product Name] Quantity: [Quantity] Reason for Return/Exchange: [Please specify reason]
For exchanges, I would like to exchange for:
Product Name: [Desired Product Name] Quantity: [Quantity]
My Contact Information:
Full Name: [Your Full Name] Email: [Your Email Address] Phone: [Your Phone Number]
I confirm that the items are unused and in their original packaging with all tags attached.

Thank you for your assistance.

Sincerely,
[Your Name]

Important Notes

  • Returns must be initiated within 15 days of delivery confirmation
  • Items must be returned from the original shipping address
  • We recommend using a trackable shipping method for returns
  • Refunds exclude original shipping costs
  • International returns may be subject to customs fees, which are the customer’s responsibility

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges:

Email: [email protected]

Address: 57 Hidden Lake Court, Savannah, US 31419

Response Time: We typically respond within 1-2 business days

Thank you for choosing Primal Shop for your beauty needs. We’re committed to ensuring your complete satisfaction with our premium products.