FAQ | Frequently Asked Questions
Orders & Deliveries
To which countries do you ship?
We ship throughout the UK Mainland for free.
We also ship to Europe, Northern America, the UAE and the rest of the world but you may incur customs duties and additional shipping costs. We try to find the quickest, most cost effectives means of getting products to you. In some countries we have distribution partners, so you may be able to direct to them to save time and money. Please email us at: shippingqueries@primroseandginger.co.uk with the country and city of delivery and we will advise directly.
You may experience longer delivery times when shipping overseas, but we try to minimise the wait as much as we can. We despatch same or next day but cannot guarantee delivery times for either UK or international carriers which is why we always provide tracking. That said, sometimes customers get their products before the tracking has even been given to us!
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Can I change or cancel my order?
We aim to process all orders within 1-2 business days and can only accommodate any changes to your order prior to the package being sent.
Of course, if you want or need to change, cancel or make any modifications to your order, please contact us as soon as possible at: myorder@primroseandginger.co.uk
Kindly put your Order Number in the subject line to enable us to process your enquiry as quickly as possible.
We will do our very best to respond to any reasonable request prior to your order being despatched.
When will my order be shipped?
Normally all our orders are processed and shipped within 24 hours on a weekday.
You will receive a shipping confirmation email as soon as your order has been processed.
If you haven't received a shipping confirmation, kindly email us at hello@primroseandginger.co.uk
Why haven't I received an Order Confirmation?
If you haven't received an order confirmation by email shortly after having completed your order, please reach out to us hello@primroseandginger.co.uk
How do I check the status of my order?
Once your order is processed, you will receive a shipping confirmation. You will then be able to check the progress of your package in transit.
Where is my package?
Please use the tracking ID received in your Order Confirmation Email to track the whereabouts of your order.
Payments
Which payment cards do you currently accept?
We accept all major debit and credit cards. We also accept PayPal and Klarna. We process payments using Stripe.
We do not accept American Express, Diners and JCB directly but if you use ShopPay either of those payment cards should be accepted.
Should you have any problems, please do not hesitate to call us on 0208 532 9715 for assistance Monday - Friday between 9.30am - 5pm.
Should you have any payment related query please do not hesitate to contact on: payments@primroseandginger.co.uk
Thank you!