Refund policy

At Prim, we want you to love your purchase. If an item doesn't work out and meets our return guidelines, we're happy to help.

 

Order Changes & Cancellations

Once an order is placed, it cannot be changed, modified, canceled, or added to.

Final Sale Items

  • All shoes are final sale.
  • Sale items are final sale.
  • All purchases made within 7 days before Pesach or Sukkos are final sale.

Return Eligibility

Returns are accepted within 7 days of delivery or when your order is marked ready for in-store pickup.

  • The delivery or pickup-ready date is considered Day 1.
  • Saturdays and store holidays/closed days are not counted.
  • A 10% restocking fee per item will be deducted from all approved returns.

Return Requirements

Items must be:

  • Unworn, unwashed, and free of odors
  • In original condition with all tags attached
  • Returned with the packing slip

Items with opened, damaged, or altered packaging are not eligible for return.

How to Return an Item

  • Log In: Enter your email and order number here.

  • Select Your Order: Navigate to the order containing the items you wish to return.

  • Choose Items to Return: Select the specific items you want to return from that order.

  • Request Return Label: Follow the prompts to request a return label.

Return Label Fee

Customers who purchase Checkout+ Return Coverage will receive a prepaid return label at no additional cost for eligible returns.

If Checkout+ Return Coverage is not selected at checkout, the cost of the return shipping label will be deducted from the refund or store credit issued for the returned item(s).

Refunds

Once your return is received and approved, please allow up to 5 business days for your refund to be processed.

Damaged or Incorrect Items

If you receive a damaged or incorrect item due to our error, please contact us within 7 days of delivery. Once approved, we will provide a replacement, refund, or store credit.

Prepaid return labels are available only for U.S. deliveries. We are not responsible for items forwarded or transported outside the United States after delivery. If an issue is discovered after an order has been transported outside of the United States, it is the customer's responsibility to return the item to us for review and resolution. 

Please note that color running in black-and-white garments is not considered a defect.

Lost or Stolen Packages

Once an order has been fulfilled, Lily and Todd is not responsible for lost or stolen packages.

We hope this policy helps you shop with confidence! If you have any questions or concerns, please don't hesitate to contact us.