FAQ

Everything you need to know about ordering from Primevio. Still stuck? Email contact@primevio.shop.

Orders & Delivery

•     Where does Primevio deliver? — Within the United Kingdom only — England, Scotland, Wales and Northern Ireland. We don't offer international shipping yet.

•     How long does delivery take? — 3–8 business days for UK mainland, and 4–10 business days for the Scottish Highlands, Northern Ireland and UK Islands.

•     What is your order cut-off time? — 14:00 GMT. Orders placed after that are treated as received the following business day.

•     How do I track my order? — We email you a tracking link as soon as your order is dispatched.

•     Is delivery really free? — Yes — every order ships free within the UK, with no minimum spend.

Payments

•     Which payment methods do you accept? — Visa, Mastercard and American Express, all processed securely through Stripe.

•     Is the checkout secure? — Yes — our site runs on 256-bit SSL encryption, and Stripe holds PCI Service Provider Level 1 certification, the highest available.

•     Are there any hidden fees? — No — the price shown at checkout, including free UK delivery, is the final price you pay.

Returns & Refunds

•     What's your returns policy? — Free returns within 14 days of delivery, on new, unused items.

•     How do I request a return? — Email contact@primevio.shop with your order number; once approved, we'll email you a prepaid return label.

•     Who pays for return shipping? — Nobody — it's free, covered by the prepaid label we send once your return is approved.

•     Is there a restocking fee? — No — none, on any return.

•     Do you accept exchanges? — Yes, on new, unused items within the same 14-day window.

•     What if my item arrives damaged? — Contact us within 14 days of delivery with photos, and we'll arrange a replacement, exchange, or full refund at no cost to you.

•     When will I receive my refund? — Within 7 days of us receiving your return, plus 2–5 business days for it to show on your bank statement.

Products

•     Are your products handmade? — Many of our stoneware pieces are handmade or hand-finished by the suppliers we work with — each product page states clearly whether an item is handmade, and small variations in colour or glaze are part of that character rather than a fault.

•     How should I care for my vase? — As a general rule, hand-wash rather than use a dishwasher, avoid sudden temperature changes, and use a liner or sealant for unglazed stoneware if you're displaying fresh flowers. Always check the specific product page first, as care can vary between glazed and unglazed pieces.