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Shipping & Delivery

Primal Gems UG (haftungsbeschränkt)

At Primal Gems UG (haftungsbeschränkt), we’re committed to delivering your skincare products promptly and securely. Below you’ll find everything you need to know about how we handle shipping and delivery.

Order Processing

Order Confirmation: After placing your order, you’ll receive an email confirming the details.
Processing Time: Orders are dispatched within 24 hours on working days (Monday–Friday, excluding public holidays).
Dispatch: Your order is shipped with DHL from Wassenberg, Germany.

Estimated Delivery Times

From the date of dispatch:

Germany: 1–3 business days
Austria, Netherlands, France: 2–5 business days
Other EU countries: 3–7 business days
United Kingdom: 4–7 business days
USA, Canada: 6–12 business days
Australia, New Zealand: 10–18 business days
Asia: 8–14 business days
South America, Africa: 10–20 business days

Please note: These are estimated delivery times and may vary due to customs processing, weather conditions, or courier delays.

Shipping Costs

Shipping is free for all orders within the EU, with no minimum order value. For destinations outside the EU, shipping costs are calculated during checkout based on your delivery address.

Order Tracking

Once your order has been shipped, you’ll receive a shipping confirmation email with a tracking number. You can use this number to monitor your delivery status directly through the DHL website.

Customs, Duties & Import Taxes

For shipments outside the European Union:

Local customs duties, VAT, and import taxes may apply.
These additional charges are not included in the product price or shipping fee and must be paid by the recipient upon delivery.

Delivery Issues

If your package is delayed, lost, or arrives damaged:

Contact our customer service at support@primal-gems.com as soon as possible.
We’ll work with the carrier to resolve the issue and arrange a replacement or refund where applicable.

Incorrect Address or Delivery Failure

Please verify your shipping information carefully before completing your order. Primal Gems UG (haftungsbeschränkt) is not responsible for:

Shipments sent to incorrectly provided addresses
Missed deliveries due to absence at the delivery location

If a parcel is returned to us, we’ll contact you to arrange reshipment. Additional shipping charges may apply.

If you have any questions or need assistance, our team is happy to help. Reach us at support@primal-gems.com.