Frequently Asked Questions
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, and Google Pay. All transactions are secured with 256-bit SSL encryption.
Can I change or cancel my order?
Orders can be modified or cancelled within 1 hour of placing them. After that, they enter our fulfilment process and cannot be changed. Contact us immediately at hello@myprime.store if you need to make changes.
Will I receive an order confirmation?
Yes — you’ll receive an email confirmation immediately after placing your order, and a second email with tracking information once your order ships.
Shipping & Delivery
How long does delivery take?
Standard delivery takes 3–5 business days. Express next-day delivery is available for orders placed before 2pm GMT Monday–Friday. International orders take 7–14 business days.
Do you offer free shipping?
Yes! All UK orders over £50 qualify for free standard delivery. Express and international shipping rates are calculated at checkout.
Can I track my order?
Absolutely. Once your order ships, you’ll receive a tracking number via email. You can also view your order status in My Account.
Returns & Refunds
What is your returns policy?
We offer hassle-free returns within 30 days of delivery. Items must be unused and in original packaging. See our full Returns Policy.
How long do refunds take?
Once we receive your return, refunds are processed within 5–7 business days and will appear on your original payment method.
What if my item arrives damaged?
Contact us within 48 hours with a photo of the damage and we’ll send a replacement or issue a full refund immediately.
Products
Are your products authentic?
100%. We source directly from brands and authorised distributors. Every product comes with the manufacturer’s original warranty.
Do products come with a warranty?
All products carry the manufacturer’s standard warranty. Many brands offer extended coverage — check the individual product page for details.
Can the AI chat assistant help me find products?
Yes! Our support chat (bottom right of the screen) can help you find products, check stock, track orders, and answer any questions about your purchases.