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RETURNS & EXCHANGES

We want you to be totally happy with your purchase, so we accept full priced returns or exchanges accompanied by a return authorization number within 30 days of purchase date.

Your return shipping is free on all domestic exchanges & returns. Please note, we offer 1 free return per order, you will need to cover the shipping cost for any additional returns, unless it is a faulty item or otherwise noted.

Please make sure your items are returned in new, unworn condition and with attached hangtags accompanied by any dust bags and all packaging the product arrived in.  Returns that do not meet our policy will not be accepted and returned to the customer.

All exchanges are subject to availability. If you’d like to exchange your item for a different size, color or different product email us at studio@primaryny.com. Please note we can only process your exchange within 30 days of purchase date.

Returning your order is easy! Email studio@primaryny.com within 30 days of your full-priced purchase. We will then send your Return Authorization Form along with your RA# and your pre-paid return shipping label.

Just complete your RA form, include it in your return box, attach your shipping label and ship!

Your refund will be credited to the original payment method.

Primary will credit your purchase including any applicable sales taxes within 5 business days of receipt, less shipping charges (unless your domestic order is over $75 USD and you qualified for free shipping).  Depending on your credit issuer's processing time, it may take up to an additional 10 days for the refund to show up on your account statement.

It is important to note that, outside the US and Canada, customs duties and sales taxes are non-refundable through PRIMARY. However, you may be able to recover these by contacting your local customs bureau directly, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

For any questions or concerns regarding returns, please contact us via email at studio@primaryny.com.

We want you to be totally happy with your purchase, so we accept full priced returns or exchanges accompanied by a return authorization number within 30 days of purchase. All items must be returned in new, unused and undamaged condition including original dust bag, packaging with attached hangtags and any box your product may have come in.

Clothing

All clothing must be returned in new, unworn condition with the hangtags still attached.

Bags

We accept bags in new, unused condition with all attached tags including dust bags the item may have arrived in.

Shoes

We accept shoes that have not been worn outside so please be mindful not to scratch the soles. Returns must include all dust bags and box the item may have come in. Please place the shoe box inside another box to prevent damage while shipping.

Beauty

All beauty must be returned in unopened condition with the original packaging. Please note that fragrance is final sale and cannot be returned internationally due to shipping restrictions.

Lingerie

Please try on all bodysuits over your underwear and do not remove the protective adhesive strip. All underwear and briefs are final sale and cannot be returned.

Jewelry

Due to health and hygiene regulations, we do not accept exchange or returns on earrings or any jewelry pieces that involve piercing of the skin.

Faulty Goods

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that items that are damaged as a result of personal wear and tear are not considered to be faulty.

We offer an exchange for all faulty items, please be aware that we can only replace it for the same product in the same size, subject to availability. If the item cannot be replaced, you will receive a full refund.

Please note that items made of python skin have been hand painted making each bag unique. Variations of color and small marks are not considered damages but are natural and highlight the beauty of the item. Please note that the skin’s color may change over time with normal wear. Avoid rubbing against light colored fabrics as color may transfer. Avoid prolonged exposure to sunlight and moisture as this may change the color.

For any questions or concerns regarding faulty items, please contact studio@primaryny.com.

Sale Terms

We do not accept returns on sale or clearance items.

Repeated Returns

We offer free shipping and one free return on all domestic orders over $75.  If you want to return or exchange an item you have already exchanged you will have to cover the shipping costs.

Lost or Damaged Returns

If your order was under $75 and you do not qualify for a free return, we recommend you send the package with a traceable carrier, insured for the full value of the product. Primary does not accept liability for missing packages or damaged returned goods.

Primary reserves the right to refuse any return/exchange of merchandise that does not meet the below criteria.  In such instances Primary will send the product(s) back to the customer at your expense and no refund/exchange will be issued.