FAQ

SIZING

- I’m from a country outside of the U.S. What are my sizes?

For international size conversions, please email us at info@shop-lordprimo.com.

ORDERING

- I just placed an order, can I cancel it?

We will cancel your order only within 24 hours from placement, please email us at info@shop-lordprimo.com.   

- I didn't receive a confirmation email, did my order go through?

If you did not receive a confirmation email please contact us at info@shop-lordprimo.com and we will look into your order.

- I made two orders today. Can you combine them into one and refund the balance?

Unfortunately, we are unable to combine shipments on multiple orders.

- I was sent the wrong item. What should I do?
We are so sorry for the inconvenience. Please email our team with your order number and we will get in contact with you to resolve this matter.

SHIPPING

- Which countries do you ship to?

We ship domestic and international.

- How do you calculate shipping costs?

Our shipping costs are based on current rates of USPS. However we have given a slight discount to our customers and know that we will NEVER charge over the actual true shipping costs.

- I didn't receive a tracking number, when should I expect it?

If you are a domestic customer, you should receive a shipping confirmation email within 5-7 days of your purchase. If you don't have it, it's possible that it got sent to your spam folder.

- How long will it take to actually get my package?

Know that orders are not sent out immediately. Because all garments at Lord Primo are handmade, orders can take 5-7 days to be shipped. Your should receive your garment within 3-7 days from the shipping date.

- Can I change the address that my order is shipped? Can I pick it up at a UPS store?

No, we only ship to the customer's billing address and cannot be rerouted to a local store.

- I noticed I entered the wrong postal code/apartment # and the package is now being returned to sender, what are the next steps to have my package resent to me?

Once the package has been returned to us, we will reach out to the customers in regards to any address issues. Once the package is returned to us, please allow 2-4 business days to reship.

- I am located in Tulsa, can I pick up my online order directly from the LP warehouse?

Due to items being fulfilled at separate times, we cannot accept in-house pickups.


RETURNS/EXCHANGES/REFUNDS

- I just received my online order. Can I return it for a full refund?

Unfortunately, we do not issue refunds. We offer a store credit, minus any applicable shipping fees, for online returns. Please refer to our Return/Exchange Policy, located within our Terms & Conditions. If you need to make a return, simply click the link here and follow the instructions on the page.

- Can I exchange my item for a higher priced item if I pay the difference?

Yes. Exchanges are only for items of equal and lesser value. If the exchange is of lesser value, we will provide an online credit for the difference.

OTHER

- I emailed customer service, how long will it take them to respond?

Please expect a response within 24-48 hours from our representatives.

- I’d love to know when a product will be back in stock. Can I be notified?

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