Veelgestelde Vragen (FAQ)

Frequently Asked Questions 

1. Orders & Delivery

How can I place an order?You can place your order easily through our website by adding items to your cart and completing checkout.

How can I track my order?After your order is shipped, we will send you a tracking link via email.

What is the delivery time?Our average delivery time is 6–8 business days across Europe.

Can I change my delivery address?Yes, contact us within 24 hours after placing your order to change the delivery address.

How much is the shipping cost?Shipping is free on all orders!

Which courier do you use?We work with reliable European partners such as PostNL, DHL, and DPD.

When will my order be dispatched?Orders are processed within 1–2 business days.

What if my item arrives damaged?Please contact us within 48 hours with photos. We will replace or refund the item.

2. Returns & Exchanges

How can I return or exchange a product?Email us with your order number and reason for return. We’ll guide you through the process.

What is the return period?You have 30 days from the delivery date to request a return or exchange.

Who covers the return shipping cost?In case of a faulty item, we cover the return cost. For other cases, customers are responsible.

How do I send the item back?Use any tracked shipping service and share the tracking number with us.

How long does it take to process a return or exchange?We usually process requests within 2–3 business days.

Should the item be in its original packaging?Yes, returns must be in original condition and packaging.

Can I return used items?We only accept unused items in resellable condition.

What if the product is defective during return?If the item arrives to us damaged due to poor packaging, we may not be able to issue a full refund.

3. Payment

Which payment methods do you accept?We accept Visa, MasterCard, Ideal, and Klarna.

Is installment available?Yes, through Klarna’s Pay Later options.

Is payment secure?Yes. We use SSL encryption and Stripe’s 3D Secure technology.

Do you offer cash on delivery?No, we only accept secure online payments.

Can I receive an invoice after payment?Yes. Invoices are automatically sent to your email after purchase.

What should I do if payment fails?Please try again or contact our support team for help.

4. Products

Do your products have a warranty?Yes, all our toys come with a 1-month warranty against manufacturing defects.

Are there customs or import fees?No. All taxes and duties are included in the price.

How can I check product availability?Each product page shows real-time stock status.

Do you offer discounts or campaigns?Yes! We often run seasonal promotions – sign up to our newsletter.

Where can I find more product info?Detailed descriptions, materials, and age ranges are listed on each product page.

5. Contact & Support

How can I contact you?Use our contact form or email us at support@primevora.com

When is customer support available?Monday to Friday, 08:00–20:00 CET.

How long does it take to get a reply?We usually respond within 24 hours.

Do you have a physical store?We are an online-only store, based in the Netherlands.

How can I leave feedback or a complaint?Send us a message via the contact form or email. We value your input!  

support@primevora.com