Where do you deliver to?
We deliver to all areas of mainland USA at our standard cost of shipping within 2-3 working days. Any exceptions to this rule will be clearly listed in the additional information section on the product. We also ship to Canada, Hawaii and Alaska.
Where do you ship from?
Although we are based in the UK, we also have a US warehouse. In most cases, we will ship from the nearest possible location to your address. In some instances it will be necessary to ship from our UK warehouse, however, there will be no additional charge to you in this event.
If I order more than one item, will they come together?
If you have ordered more than one item your order may be sent in multiple packages and shipped separately to ensure quick delivery. Please check the individual product descriptions on the website to see delivery speeds for each item.
Do I have to sign for my delivery?
Some of our shipping companies will require a signature before leaving goods whilst others will leave the goods at a location specified by you without a signature. If your goods are left without a signature and you have any damages or shortages, please notify us within 24 hours of the delivery.
How do international orders work?
If you are ordering items outside mainland US, the UK or Europe please be aware your items may be subject to customs duties and taxes for which we cannot be liable. We cannot determine which items will incur further cross-border fees nor how much the fees will be in each individual situation. However, if you are unsure of the international shipping process please contact us for more details. We will provide an estimate of potential cost where possible.
Additional fees and charges
Primrose banking is registered in the UK, please check with your credit card provider if they charge international transaction fees before ordering to avoid additional charges. If you’re unsure, we suggest using PayPal.
Problems with Delivery
Should I refuse delivery if I’m unhappy?
Unless our customer care team has advised you to, if you refuse to accept an order from one of our shipping partners, you may be responsible for any additional shipping costs, including the cost of returning the items to us.
What if I’m missing items?
Sometimes we send items from the same order out separately if they are coming from different warehouses. To make sure you’re not missing anything, check your delivery note which will list what should be included in the package. If there is something missing, please contact our customer care team.
What should I do if my delivery is late?
Sometimes orders can be delayed due to unforeseen circumstances and we apologise for any inconvenience caused.
If you haven’t received your order when you were expecting to, please contact our customer care team.
Items that are bespoke can occasionally fall outside the predicted delivery window due to the nature of making something to fit your space or requirements. If a delay does occur we will keep you informed.
Is there anywhere you can’t deliver?
Unfortunately, we cannot deliver to APO/FPO addresses or PO Box addresses. You may specify these addresses for invoice details but to avoid shipping complications it is easiest to specify an alternate address for delivery.
I’ve got a confirmation email from another company, what does this mean?
Some of the items on our website are shipped directly from the manufacturer. These items are subject to the manufacturer's own shipping times, shipping policies, returns policies and warranty details.