Return and refund policy
If for any reason you are not satisfied with your order, please contact us. At At Prime Amsterdam, we do everything to ensure that our customers are 100% satisfied with the product they purchased from us.
Here are some frequently asked questions about our return policy:
What is the return period?
You can return a product within 30 days from the moment you received it from our supplier.
What are the conditions?
- Incorrectly ordered products can be returned if they have not been used and are in the original packaging.
- Custom ordered products, such as made-to-measure items, cannot be returned.
How long does it take to get my money back?
A full refund will be made via the original payment method once we have received, inspected, and confirmed that the products have not been opened. All customers must contact us after returning the package and provide us with the tracking information so we can process the refund.
Most financial institutions take an average of 3-5 business days to process your refund.
Do I have to pay for the return shipment?
Yes, all customers are responsible for the shipping costs of the return shipment. We recommend sending your return with a tracking option, as we cannot take responsibility for lost returns.
Can I return my product without contacting you?
You must contact us before sending the return shipment, as the return address may differ from the address where your original order came from.
How can I contact you?
You can contact us by email via support@prime-amsterdam.com or by filling out the form below. The team of Prime Amsterdam operates seven days a week, 24 hours a day. We always guarantee a response within 24 hours and are happy to help!
My order is damaged, what should I do?
For quick processing, you can attach a photo showing the poor quality or damaged part of the item. The best photos are taken on a flat surface where the brand mark and the defect are clearly visible. We will use this information to assist you with your order and to prevent errors in the future.
If you have received a damaged or defective product, please contact us within 14 days of receipt.
Sometimes you may not be satisfied with your order. At At Prime Amsterdam, we want to make sure you are completely satisfied with your purchase. That’s why we offer a return policy to ease your concerns. Below you will find the details of our return policy.
Important Note about Cancellations
Due to the fast processing of bulk orders, it is not possible to cancel an order once it has been placed. We understand this can be inconvenient, but our logistics processes do not allow cancellations once an order is confirmed.
General conditions for returns:
- Returns are accepted within 30 days of receipt of the product.
- The product must be unused, undamaged, and in the original packaging.
- Liquids, such as some beauty products, must not be opened or used.
- Make sure to include the original receipt or purchase invoice.
Returns
Are you not satisfied with your order or did you order the wrong size? No problem! You can return or exchange your order within 30 days of receipt.
Returning in 4 simple steps
Step 1: Send an email to Support@prime-amsterdam.com to request a return form. Please read the terms in the return form carefully before returning the product to our sorting center.
Step 2: Fill out the return form.
Step 3: Send your order along with the completed return form to the specified address. Please note that as the sender, you are responsible for the return costs. Make sure the package has a Track & Trace code.
Step 4: After receiving the package, we will refund the purchase amount to your bank account within 5 days.
Exchanging in 4 simple steps (for size issues)
Step 1: Send an email to Support@prime-amsterdam.com and mention your order number and the desired new size. You will then receive a return form for the exchange.
Step 2: Fill out the exchange form.
Step 3: Send your order along with the completed exchange form to the specified address. Make sure the package has a Track & Trace code.
Step 4: Once the package is received, we will send you the correct size free of charge.
Exchanging in 4 simple steps (for defective products)
Step 1: Send an email to Support@prime-amsterdam.com and add photos or a short video of the defective product. Briefly describe the problem.
Step 2: Our team validates the product after receiving the photos/videos.
Step 3: Upon successful validation, our team will send you a free replacement product.
Step 4: Our customer service team will provide you with the tracking information for the replacement shipment so you can follow the status.
If you have any questions, you can contact us via email: Support@ prime-amsterdam.com.
Our return address:
Name: Wu Xi
Address: Building 4, 4th floor, 58 Baiye road
Country: China
City: Dongguan
Province: Guangdong
Postcode: 523000
IMPORTANT NOTE: Before returning products to the return address, you must fill out the return form and include it with the package. For the return form, contact our customer service via email: Support@prime-amsterdam.com.