You can place an order directly through our website. Simply browse our collection, add items to your cart, and proceed to checkout.

If your order hasn’t been processed yet, we may still be able to make changes or cancel it. Please contact us as soon as possible at support@primal-gems.com.

Yes. After you place your order, you’ll receive an email confirmation. You’ll also receive a second email with tracking information once your order has been shipped.

We accept major credit cards, PayPal, and other secure payment methods as displayed at checkout.

Yes. All payment transactions are encrypted and handled securely by certified payment processors.

Our products are carefully manufactured and packaged in Germany and shipped worldwide from there.

Shipping costs are calculated at checkout based on your location and the shipping method selected.

We reliably ship our parcels with DHL. The estimated delivery times depend on the destination country and are generally:

• 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

Yes. Once your package has shipped, you’ll receive a tracking link via email to
monitor its progress.

Depending on the carrier, your package may be taken to a local pickup point or redelivery may be attempted.

You may return unused and unopened products within 14 days of receiving your order, in accordance with EU law. Return shipping costs are the responsibility of the customer.

To initiate a return, please email us at support@primal-gems.com with your order number. We’ll provide you with the return address and instructions.

After your return is received and inspected, we’ll process your refund to the original payment method within 5–10 business days.

We do not offer direct exchanges. If you want a different product, please return the original item and place a new order.

Yes. All Primal Gems products are dermatologically tested to ensure safety and skin compatibility.

Many of our formulations are gentle and made with skin-friendly ingredients. However, individual sensitivities vary, so we always recommend checking the ingredient list and performing a patch test before full use.

Some of our products are made with beef tallow, a nutrient-rich ingredient traditionally used for skin care. Others are formulated with plant-based ingredients. Ingredient details are listed on each product page.

All of our products are made in Germany, under strict quality and safety standards.

No, you can check out as a guest. However, creating an account allows you to track your orders and save your preferences for future purchases.

If you need help or have any questions, feel free to contact us at support@primal-gems.com. We're happy to assist.