Delivery & Returns

Delivery

We will process you order directly after placement, and hand it over to DHL afterwards. Delivery days are from Monday to Saturday, you will receive a

Shipping Confirmation email with the link to your DHL tracking information.

Shipping destination: Germany

Processing: 1 working day
Delivery: 1-2 working days
Total time: 2-3 working days

Free shipping for orders above 100 Euro

All orders above 100,- are free of charge for the first two delivery attempts for all orders. Order below 100,- Euro have delivery costs of 4.50 Euro per order.

Delivery attempts

After a first unfruitful delivery attempt, DHL will leave a missed delivery card with possible options for a 2nd delivery. You choose for a 2nd delivery attempt at the same or a different delivery location or change delivery to a DHL ParcelShop.

Returns

PrimaDonna is keen on providing a carefree shopping experience, and therefore offers an easy return policy. You may return your order free of charge within 14 days from the date of delivery, provided that returned items are unwashed, unworn and unaltered in any way. Items must be in their original condition with the tags attached.

Please note that items purchased in-store should be returned to the store of purchase. It is currently not possible to process these purchases from our central warehouse.

Please follow these instructions when returning items:

  1. Please return the items in the original shipping box. If you don’t have the original shipping box, please make sure that the packaging is appropriate to avoid damages during transport.
  2. Please fill out the Returns Documentation that was shipped with your order, and include it with the merchandise being returned to guarantee swift and correct processing. In case the Returns Documentation is missing, you can download it here.
  3. Affix the pre-paid return shipping label on the return package, the return label is included with your initial order. If you have lost or did not receive the return shipping label, please contact PrimaDonna at contact@primadonna.com to receive a new label.
  4. For free returns, drop your package off at a DHL ServicePoint. You can find your nearest DHL ServicePoint online at standorte.deutschepost.de.

Reimbursement

  1. It can take up to 14 business days for PrimaDonna to receive, process and refund your returned merchandise and for your account to be credited.
  2. If at the time of purchase you received a discount on the full order, this will be taken into account and the actual amount paid will be refunded.
  3. Refunds will be made to the original form of payment. If you paid by e-gift card, you will receive a new e-gift card equal to the amount of your return.
  4. Unfortunately, it is currently not possible to exchange or repair items.