FAQ

How long does it take to receive my order?

At Primal, we create unique pieces that are made-to-order. Our lead times are typically 3-5 weeks from the day of purchase, giving us enough time to craft your item to perfection. However, we often complete pieces sooner than expected. Please note that during busy seasons like Halloween and Christmas, our lead times may be slightly longer, so please keep this in mind when placing your order.

How will my order be shipped?

For orders within the UK and internationally, we use Evri delivery, sent with a tracking number. We do not advise using a parcel drop off shop and will not be held responsible for lost parcels that have been redirected by the sender.

Can I speed up my order?

If you need your item to be expedited, either in the making or delivery process, please get in touch with us via our contact form. We can discuss options for special delivery for an additional charge.

How much is the delivery charge?

We ship globally to Europe, US, Canada, and Australia, and charge a flat fee of £20 GBP for delivery.

Who is responsible for duties and taxes?

Please note that any duties and taxes on orders are the responsibility of the customer, and Primal does not cover these fees.

Delivery and Responsibility

We offer worldwide delivery for our products, and it is the customer's responsibility to provide accurate delivery information and ensure that they are available to receive the parcel when it arrives. We cannot be held responsible for any loss or damage to items during delivery once they have left our premises, as we have taken all necessary precautions to ensure their safe and secure dispatch.

If your parcel says it’s been delivered and you can not locate it, we can not intervene, the responsibility is solely with the customer to navigate it’s whereabouts.

Failed Delivery Attempts

In the event that a delivery attempt is made but the item is not received by the customer, we cannot be held responsible. It is the customer's responsibility to make alternative arrangements with their local postal service to ensure delivery. If the item is returned to us safely, we will re-post it to the customer at their expense.

If you have any further questions or concerns, please don't hesitate to contact us, and we will be more than happy to assist you. Thank you for choosing Primal!

Can I exchange an item for a different size?

We do not refund or exchange items unless there is a manufacturing fault.

We understand that getting the perfect fit is important, and we want our customers to feel confident and comfortable in their Primal pieces. Our team is always happy to provide advice on sizing, and you can also add particular measurements in the order note, such as waist, underbust, or over the shoulder, if you like.

If you have any further questions or concerns, please don't hesitate to contact us, and we will be more than happy to assist you. Thank you for choosing Primal!

What should I do if my piece needs repair?

While we handle our pieces with the utmost care and love, we understand that the occasional mishap can happen, whether during delivery or everyday wear. We hope that you haven't encountered any issues with your Primal piece, but if you have, we are here to help.

If there is a fault with your piece due to our craftsmanship, we will always endeavour to fix it for you at no cost. We take pride in our work and want to ensure that every Primal piece is of the highest quality.

We also understand that sometimes accidents happen, and if your piece has been damaged, we can repair it for you for a reasonable fee. Our team will be happy to provide you with a quote for the repair, so please don't hesitate to contact us.

Please keep in mind that our pieces are delicate and require careful handling, especially with chain pieces, to avoid any mishaps. With proper care, your Primal piece will be a cherished addition to your wardrobe for years to come.

Thank you for choosing Primal, and if you have any further questions or concerns, please don't hesitate to reach out to us.

Do you do custom orders?

Yes! We love working on bespoke pieces and are always happy to discuss your ideas and designs. Whether you have a specific design in mind or need some help coming up with something, we can work together to create a piece that you'll love.

Before reaching out, it's helpful to provide us with a range of images, inspiration photos, or films that can help us understand the style you're looking for. A mood board is also a great starting point.

Because these pieces are bespoke and made to measure, we require accurate measurements from you. We can advise on which areas to measure. Please note that it is the client's responsibility to provide correct measurements, and we cannot offer refunds or exchanges if the piece does not fit. However, we are happy to make adaptations to the piece for an additional cost.

The time it takes to create a bespoke piece varies depending on the complexity of the design and the availability of materials. Some pieces can be created within 2-6 weeks. We can provide a time estimation once we have more information about the design.

If you require a certain colour of leather that we don't stock, we are happy to source it where possible. Please note that an additional 20% of the cost price of the item will be added to your order for this service.

If you are a stylist, magazine, photographer or artist who would like to collaborate with Primal, please send us an email with as much detail as possible about the project and how you think our visions align. We are always open to new and exciting collaborations, but please note that Primal has a specific aesthetic and collaboration needs to be mutually beneficial.

Please make sure to include all relevant details in your initial email so we can assess whether we are a good fit for the project. We appreciate your interest and look forward to potentially working with you!

Taking care of your leather piece is important to maintain its quality and longevity. Here are some tips to help you care for your Primal leather pieces:

Clean your leather piece with a slightly damp cloth and wipe the surface gently in the direction of the leather grain. Avoid using any water directly on the leather as this could lead to stains. You can also use an anti-bacterial wipe (just not on the blush nude veg tan).

Allow your leather piece to develop its own unique patina by wearing it often. The more you wear it, the softer and more supple it will become. The leather's color will also darken over time with the patina developing.

Try your leather piece with different outfits, reversed, or layered to discover new looks. Leather can be beautifully surprising and versatile.

Store your Primal leather pieces carefully in a dust cloth bag with no other products. Keep your pieces away from anything that could scratch them.

It's important to note that leather is a natural material and will have its own variations and imperfections. These are what make each piece unique and should not be seen as defects. If you have any questions or concerns about the care of your Primal leather piece, please don't hesitate to contact us.