FAQs
Frequently Asked Questions (FAQ)
1. How do I contact you?
If you have any questions or need assistance, you can contact us at info@primordialarmis.com. We’re here to help and will respond as soon as possible.
2. Where do you ship from?
Our products are made to order and shipped directly from our partner's production facilities in Europe. Products are either produced in their main office in Leipzig, Germany, or one of their larger production facilities in Krupka, Czech Republic, or Legnica, Poland. This setup allows us to offer quick turnaround times and high-quality products across Europe.
3. Where do you ship to?
We currently ship to European Union countries, and the UK. We have plans to expand in the coming year.
4. How long does it take to process my order?
We strive to process and ship 95% of orders within 48 hours. However, some products may require longer production times, especially large orders (more than 10 items). Expected timelines are indicated during checkout.
5. What shipping carriers do you use?
We use DHL for standard shipping and UPS for express shipping. DHL is known for reliable and fast standard deliveries, while UPS ensures swift express deliveries. Please note that express shipping is not available for Packstation deliveries.
6. Can you ship to a Packstation in Germany?
Yes, we can ship to Packstations in Germany via standard shipping with DHL. To do so, please provide your Postal User ID ("Postnummer"), the number of the Packstation, and the city, zip code, and country details at checkout. Express shipping to Packstations is not available.
7. Are there any customs fees?
As our products are produced in the EU, there are no customs fees for our EU customers. However, customers outside the EU may be subject to customs taxes and duties upon delivery, which are not covered by us and are the customer’s responsibility.
8. How do I track my order?
Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your order's progress on the carrier's website.
9. Can I change or cancel my order?
Orders are processed quickly, and due to the custom-made nature of our products, changes or cancellations are not possible once the order has been placed. Please double-check your order details before completing your purchase.
10. What payment methods do you accept?
We accept all major credit cards, PayPal, and other popular payment methods for your convenience.
11. How do I care for my printed apparel?
To keep your clothing looking its best, wash items inside out with cold water, use a mild detergent, and avoid bleach. Hang dry or tumble dry on low to preserve the print’s quality.
