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 3-6 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. Sourcing hardware can sometimes take a longer period, so please wait until the 6 week period of making has concluded before contacting us.

If you require a rush service of two weeks making time, then we charge 20% of the order total to prioritise your order.

How will my order be shipped?

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. We do not send to PO Boxes, shops or UPS stores - you will need to provide a residential address.

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.

Brexit

Since Brexit there can be additional delays of pieces going through customs in your destination country. This is not within our control and this stage sits with your destination country, we can not expedite this process.

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!