Shipping policy

Shipping Policy

Last updated: July 2026

Thank you for shopping with Primo. We partner directly with trusted premium manufacturers to deliver luxury products safely and efficiently. As many of our products are large, heavy, or specialist items, we use a combination of premium parcel and freight carriers to ensure your order arrives in excellent condition.

1. Order Processing

  • You will receive an order confirmation email immediately after placing your order.

  • Most orders are processed within 1–3 business days.

  • Once dispatched, you'll receive tracking information via email.

2. Delivery Times

Estimated delivery times are:

  • Standard parcel deliveries: 3–7 business days.

  • Large freight deliveries (fireplaces, saunas, cold plunges, fitness equipment): 5–14 business days after dispatch.

Delivery times are estimates and may vary during peak periods or due to circumstances outside our control.

3. Freight Deliveries

For oversized or palletised items shipped via freight:

  • The carrier will contact you using the telephone number provided at checkout to arrange a suitable delivery appointment.

  • An adult must be present to accept and sign for the delivery.

  • Standard delivery includes kerbside delivery with liftgate service. Drivers are unable to bring products inside your property, upstairs, or into gardens or other private areas.

4. Delivery Inspection

Your shipment is fully insured while in transit.

Before signing for your delivery, please inspect the packaging carefully.

  • Visible damage: Note "Damaged" on the delivery receipt before signing, refuse the shipment if appropriate, and contact us immediately.

  • Concealed damage: If damage is discovered after unpacking, take clear photographs of both the packaging and product.

All transit damage or missing parts must be reported within 48 hours of delivery. Claims made after this period may not be covered by the carrier's insurance.

5. Shipping Destinations

Primo currently ships throughout the United Kingdom and to selected international destinations.

We do not deliver to:

  • PO Boxes

  • BFPO/APO/FPO addresses

Deliveries to remote areas, islands, or locations with restricted access may require additional shipping charges. If this applies, we will contact you before dispatching your order.

6. Tracking Your Order

Once your order has been dispatched, you will receive an email containing your tracking details so you can monitor your shipment from dispatch through to delivery.

7. Questions

If you have any questions regarding your order or delivery, please contact our customer support team. We're always happy to help.