FAQ's

  1. My discount code is not working, what do I do? 

We are sorry you are having trouble checking out, please note that some discount codes require users to create an account on the site and be logged in upon check out to utilize the discount code.

  1. Where is PRIMO based?

Our office is located in Congella, Durban. Find Us

  1. Where are your products made?

We produce the majority of our products locally and import certain specialized items and fabrics.

  1. Can you ship internationally or process international credit cards?

Unfortunately at this time we do not offer international shipping.

  1. How can I pay for my order?

Primo currently accepts Visa, MasterCard via PayFast and EFT. EFTs will have a longer processing time, as the funds will need to reflect in the account before goods are released.

  1. How long will it take me to get my order?

Orders will be shipped the same day if place before 10am. Orders take between 2 and 5 working days depending on where you are located in South Africa.

  1. How can I check the status of my order?

We know you can't wait to receive your order, which is why we will be sure to notify you when your order ships via email. You can also see the current status of your order here

  1. Can I cancel or change my order?

You may cancel your order prior to us sending you the Order shipping notification. If you cancel Orders after we have sent out the Order shipping notification, a shipping fee will be deducted from your refund. Shipping Policy

  1. Can I exchange or return my order?

Unfortunately we do not offer exchanges. However, if you are not satisfied with any item/s purchased on our website, you may return for refund, credit or exchange. Unused Items in to be returned in a sale-able condition within 30 (thirty) calendar days from the date of purchase. Refund Policy 

  1. What do I do if my order is damaged? 

We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our customer service team will be more than happy to assist with processing a replacement order or issuing a refund. All information about getting this process started is on our Refund Policy 

  1. I received the wrong goods, what do I do?

Although we strive for perfection, we are human and sometimes the wrong items are shipped from our warehouses. We are so sorry for any inconvenience this has caused and our customer service team is here to help make things right. Please contact our customer service team via phoneemail, or our find us page, so that they can work to get you your goods as soon as possible.

Phone support is available Monday-Friday from 7.30am-4.30pm CAT

(031)-274-4300

    13. What should I do when the item I want is out of stock?

    We take every care to make sure all our best sellers are routinely stocked, however, all our garments and items are available while stocks last. Should you be in desperate need for a specific item, feel free to contact our sales consultants and we can try and source it for you or suggest an alternative. find us page.

        14. Do you offer Wholesale Discounted Orders?

    Wholesale purchases require mandatory minimum purchase.  Please contact us for a quote on wholesale orders. Get In Touch