At PRIMADONNA, we combine premium lingerie craftsmanship with exceptional customer service. Our shipping and returns policies are designed to make your experience as seamless and luxurious as our products.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to accommodate your needs:

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after shipment
  • Includes tracking and insurance

Free Shipping (Orders over $50)

  • Carrier: EMS
  • Delivery time: 15-25 business days after shipment
  • Includes basic tracking

Note: Delivery times may vary for international destinations. Some remote areas in Asia and other regions may not be serviceable.

International Shipping

We ship worldwide (excluding certain remote areas in Asia). Customers are responsible for any customs duties, taxes, or import fees that may apply.

Returns & Exchanges

We want you to feel completely satisfied with your PRIMADONNA purchase. If your items don’t meet your expectations, we offer a hassle-free return process.

Return Policy Details

  • Return window: 15 days from receipt of order
  • Condition: Items must be unworn, unwashed, with all original tags and packaging
  • Refund method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after we receive your return

Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

  • Breast Tape
  • Brazilian-style Briefs
  • Bridal Collection items (due to custom sizing)

How to Return an Item

Follow these simple steps for a smooth return process:

  1. Contact Us: Email [email protected] within 15 days of receiving your order. Use our template below for faster processing.
  2. Wait for Approval: We’ll respond within 1-2 business days with return instructions and your RMA number.
  3. Package Your Item: Securely repackage with all original tags and packaging.
  4. Ship It Back: Send to our atelier (address provided in approval email) using a trackable method.

Return Email Template

Subject: Return Request – Order #[Your Order Number]

Dear PRIMADONNA Customer Care,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Name: [Product Name]
Item Size: [Size]
Reason for Return: [Fit Issue/Quality Concern/Other – please specify]

Please advise on next steps. I’ve reviewed the return policy and confirm the item meets all return conditions.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Order Number]

Exchange Process

  • We’ll ship your replacement once we receive and process your return
  • Price differences will be adjusted (you’ll be invoiced or refunded accordingly)
  • Original shipping fees are non-refundable; return shipping is customer’s responsibility

Damaged or Incorrect Items

If you received a damaged or incorrect item, contact us immediately at [email protected] with photos. We’ll arrange a replacement or refund and cover return shipping costs.

Need Sizing Help?

Our customer care team is happy to provide personalized size recommendations. Email us before ordering to ensure perfect fit from our collections including Anti-Chafe, Babydolls, Balcony Bras, Bikinis, Bralettes, and our exclusive Bridal Collection.

For any questions about shipping or returns, contact us at [email protected]. We’re committed to making your PRIMADONNA experience as flawless as our lingerie.

PRIMADONNA Shop
4852 th Avenue, Wekweti, CA X0E 1W0
luxelingeriesales.com