Shipping policy
Shipping Policy
Last updated: 27 April 2026
This Shipping Policy applies to orders placed through www.primova.co.uk.
Primova is operated by THR1V+ Ltd, trading as Primova.
1. Order processing
We aim to process and dispatch orders as quickly as possible.
Typical processing times are:
Standard orders: 1–2 working days
Orders placed after 12:00pm Monday to Friday: processed the next working day
Orders placed on weekends or UK bank holidays: processed on the next working day
During launch periods, promotional periods, high-demand periods, event periods or courier disruption, processing may take slightly longer.
If there is a significant delay with your order, we will contact you using the email address or phone number provided at checkout.
2. Delivery locations
We currently ship to the United Kingdom.
At this stage, we do not routinely offer international shipping through our website unless specifically stated at checkout.
If international shipping becomes available, additional delivery times, customs charges, import duties, taxes and local restrictions may apply. These charges would be the responsibility of the customer unless stated otherwise.
3. Delivery options and costs
Available delivery options, estimated delivery times and delivery costs will be shown at checkout before you complete your order.
Delivery charges may vary depending on:
Order value
Order weight
Delivery location
Courier service selected
Promotional offers
Free delivery thresholds, where applicable
We may offer free delivery from time to time. Any free delivery offer will be subject to the terms shown on the website or at checkout.
4. Estimated delivery times
Delivery times shown at checkout are estimates only and are not guaranteed unless expressly stated.
Estimated UK delivery times:
Standard delivery: 2–4 working days
Express delivery: 1–2 working days
Free delivery: 2–4 working days, unless stated otherwise at checkout
Delivery times are calculated from dispatch, not from the time the order is placed.
Courier delays can occasionally occur and may be outside our control.
5. Order confirmation and dispatch confirmation
After placing an order, you should receive an order confirmation email.
Once your order has been dispatched, you should receive a dispatch confirmation email.
Where tracking is available, tracking details will be included in your dispatch confirmation or provided by the courier.
Please check your junk or spam folder if you have not received an expected email.
6. Tracking your order
If your order includes tracking, you can use the tracking details provided to follow your parcel’s progress.
Tracking updates are controlled by the courier and may take time to appear after dispatch.
If tracking has not updated for more than 3 working days, contact us at contact@primova.co.uk and we will review the issue.
7. Incorrect or incomplete delivery details
You are responsible for providing a complete and accurate delivery address at checkout.
Please check your delivery details carefully before placing your order.
We are not responsible for delays, failed deliveries or lost parcels caused by incorrect, incomplete or outdated address information provided by you.
If you notice an address error after placing your order, contact us immediately at contact@primova.co.uk.
We will do our best to update the address before dispatch, but we cannot guarantee changes can be made once an order has been processed, packed or dispatched.
8. Failed delivery, non-collection or refused parcels
If a courier is unable to deliver your parcel, they may attempt redelivery, leave a delivery card, deliver to a neighbour, leave the parcel in a safe place, or send it to a local collection point, depending on the courier’s process and your delivery preferences.
If a parcel is returned to us because of failed delivery, refusal, non-collection, incorrect delivery details or incomplete address information, we may need to charge an additional delivery fee to resend the order.
If you no longer want the order after it has been returned to us, we may refund the product cost, less any delivery costs that have already been incurred, unless the issue was caused by our error.
9. Safe places and delivery instructions
If you choose to have your parcel left in a safe place, with a neighbour, at a reception area, or in another nominated location, this is at your own risk once the courier confirms delivery to that location.
Please only choose a safe place if it is secure, sheltered and suitable for parcel delivery.
If you believe a courier has delivered your parcel incorrectly, contact us at contact@primova.co.uk and we will help raise the issue with the courier where appropriate.
10. Lost or delayed parcels
If your order has not arrived within the expected timeframe, please contact us at:
contact@primova.co.uk
Please include your order number, full name and delivery postcode.
We may need to allow the courier a reasonable investigation period before confirming a parcel as lost.
If your parcel is confirmed as lost and the delivery issue was not caused by incorrect delivery information or customer non-collection, we will offer an appropriate solution, which may include a replacement or refund.
11. Damaged parcels
Please inspect your parcel when it arrives.
If your parcel or product arrives damaged, contact us as soon as possible at:
contact@primova.co.uk
Please include:
Your order number
Photos of the damaged parcel
Photos of the damaged product
Photos of the shipping label, where possible
A short description of the issue
This helps us investigate quickly and raise the issue with the courier where needed.
12. Missing or incorrect items
If your order is missing an item or you have received the wrong item, contact us as soon as possible at:
contact@primova.co.uk
Please include your order number, photos of what you received and a short description of the issue.
If we confirm that an item is missing or incorrect due to our error, we will make it right.
13. Pre-orders and launch orders
If you purchase a pre-order, launch product or product marked with a future dispatch date, the estimated dispatch timing will be shown on the product page, checkout page or order communication where applicable.
If your order contains both in-stock and pre-order items, we may dispatch the full order together unless stated otherwise.
If we choose to split the shipment, we will confirm this by email where appropriate.
14. Delivery responsibility
We are responsible for ensuring goods are delivered to the delivery address provided at checkout or to another location agreed with you.
Risk in the goods passes to you once the goods are delivered to the address or agreed delivery location.
If no delivery timeframe is agreed, goods will be delivered without undue delay and no later than 30 days after the order is accepted, unless otherwise agreed with you.
15. Contact us
For delivery questions, contact:
Email:
contact@primova.co.uk
Customer correspondence address:
Primova
Suite 53C
Unimix House
Abbey Road
London
NW10 7TR
United Kingdom
Business details:
THR1V+ Ltd
Trading as Primova
Company number: 16381692
VAT number: GB490615680
Registered office: The Old Rectory, The Street, Norwich, Norfolk, NR15 1BN, United Kingdom