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We love to help you!

We value all customer feedback and love hearing from our customers. Your opinion matters to us and if you would like to offer your comments or suggestions for improvement, we would be only too happy to listen to them.

Please take a look at our frequently asked questions (FAQ) section first for questions or problems regarding our website, your shipment, your return or refund.

Haven’t found an answer? We are happy to help!

Please fill in the form below to contact our customer service team. Please allow two business days for our customer service team to respond to you.

Our customer service is closed over the weekend and on the following days: Monday 1 January 2024, Monday 1 April 2024, Wednesday 1 May 2024, Thursday 9 May 2024, Monday 20 May 2024, Thursday 15 August 2024, Friday 1 November 2024 and Wednesday 25 December 2024.

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Frequently asked questions

Here you will find the answers to all of your questions!

FAQ

The sale starts on Monday 25th December 2023 and lasts until and including Wednesday 31st January 2024.

No, you will not be able to take advantage of our sale unless you place a new order. If you received your order less than 14 days ago and the items are still in their original condition (unworn, unwashed, with the original tags attached), you may still return them to us.

Online orders cannot be exchanged. Any item can be returned free of charge within 14 days of receipt for a refund, but you must then place a new order yourself. Please note that your new order will be subject to the prices currently applicable on our website.

5 Steps to the perfect fit

We were founded with the mission to find you lingerie that fits perfectly and feel comfortable, with no straps cutting into you, no gaping and no pinching. It should make you look and feel comfortable, confident and beautiful. We've done all we can so that it will fit you no matter your body type or style. Many women have trouble finding the perfect bra, and although we can give you some useful tips, you should still try on lingerie to be sure it fits correctly.

  1. Check the central part of the bra. Ideally, this should sit flat on your chest, directly on the skin, without digging in or feeling too loose.
  2. How does the wire sit? Follow the wire with your finger: it should be sitting closely, but comfortably around your bust to give you the best fit. If it is sitting directly on your breast tissue or stands away from your bust, the cup is too small and you should try one or two cup sizes up. Similarly, if the wire is loose, try moving down a cup size.
  3. Next, check the cups' + 'If you notice the cups digging into the breast or any wrinkling around the cup, the size is likely to be incorrect. Your breasts should be fully encased creating a smooth, clean silhouette.'

Assessing the fit of the cups is best done with a non-padded bra.

  1. The band is the most important part in providing the necessary support

Fasten your bra on the middle hook. If the back rides up and isn't sitting horizontally, the band size is likely too loose and you should try going down a size bracket. Ideally, you should be able to comfortably fit two fingers under the fastening of the band at the back. If more than two fingers fit, the band is too loose. Similarly, if fitting two fingers is difficult, the band is too tight. Note that if you go down in the back, you will need to go up in the cup to compensate. For example if a 34C cup is loose, try a 32D cup.

  1. Finally, adjust the straps. These should sit firmly on the shoulder without digging in or leaving marks and indentations. Straps help to balance the weight of your breasts with the main support coming from the band.

Size conversion chart for bras

UK size 30 32 34 36 38 40 42 44 46
EU size 65 70 75 80 85 90 95 100 105
FR size 80 85 90 95 100 105 110 115 120

Size conversion chart for briefs & swimwear

XS S M L XL 2XL 3XL 4XL 5XL
UK size 8 10 12 14 16 18 20 22 24
EU size 36 38 40 42 44 46 48 50 52


Standard return procedure

We are keen on providing a carefree shopping experience, and therefore offers an easy return policy. You may return your order free of charge within 14 days from the date of delivery, provided that returned items are unwashed, unworn and unaltered in any way. Items must be in their original condition with the tags attached.

Please note that items purchased in-store should be returned to the store of purchase. It is currently not possible to process these purchases from our central warehouse.

Please follow these instructions when returning items:

  1. Please return the items in the original shipping box via UPS only. If you don’t have the original shipping box, please make sure that the packaging is appropriate to avoid damages during transport.
  2. Register your return via this link. If you have an online account, you can also register a return through your account. For order cancelation, please contact customer service.
  3. Affix the pre-paid return shipping label on the return package, the return label is included with your initial order. If you have lost or did not receive the return shipping label, please contact contacten@primadonna.com to receive a new label.
  4. Please add manually the necessary data to the enclosed Pro Forma Invoice. This document must be completed 3 times and needs to mention the exact contents of the returned parcel, being: date, number of pieces (fill in quantity next to the returned item(s), total value per item and also the overall total value. If this information is missing, incorrect or incomplete your parcel will get stuck at Customs. Put the 3 completed Pro Forma Invoices in the pouch you received in your parcel, and stick it to the outside of the parcel. This form is mandatory for all returns from 20th December 2020 onwards. If you did not receive the Pro Forma Invoice, please contact contacten@primadonna.com.
  5. Notify UPS in advance of your return by emailing a copy of your completed pro forma invoice to gbexportbkge@ups.com. Use the UPS tracking number as your subject. In the email itself, it suffices to write a standard phrase such as "Please find attached my pro forma invoice for a return to Europe with tracking number 1Z...
  6. For free returns, deliver your parcel to a UPS Parcelshop.

Reimbursement

  1. It can take up to 14 business days to receive, process and refund your returned merchandise and for your account to be credited.
  2. If at the time of purchase you received a discount on the full order, this will be taken into account and the actual amount paid will be refunded.
  3. Refunds will be made to the original form of payment.
  4. Unfortunately, it is currently not possible to exchange or repair items.

We will process your order directly after placement, and hand it over to UPS afterwards. Delivery days are from Monday to Friday. You will receive a Shipping Confirmation email with the link to your UPS tracking information.

Shipping destination

UK mainland (delivery to Channel Islands, Northern Ireland & Isle of Man not available)

Normal shipping time is 5 working days. Please expect a longer shipping time frame during sales and holiday periods.

No extra cost will be charged upon delivery of your parcel.

Shipping costs

£3,50 shipping cost. Free for orders over £150

Contact Details

If you have any questions about your order, please contact our Customer Service department for assistance at contact@primadonna.com

Adjust or cancel order

We make every effort to ship your order as quickly as possible. Therefore, the time frame in which an order can still be adjusted or cancelled is very short. Please contact our customer service to check whether your order can still be adjusted or cancelled. Please note that this may no longer be possible. In that case, you can return your order free of charge after receiving it.

We make every effort to ship your order as soon as possible. Therefore, it is no longer possible to change or cancel an order. If you have ordered an incorrect item, we recommend placing a new order and returning the current order. Is there an error in your delivery address? Then this can still be changed, provided your order has not yet been dispatched. Please contact our customer service as soon as possible.

We believe Lingerie and Swimwear aftercare is of the utmost importance. Special care is needed when washing your fine lingerie and swimwear. If you follow the care instructions below, it will help keep your lingerie beautiful for longer. Always follow the care instructions given on the label of your lingerie.

Ideally, you should wash your lingerie after having worn it for one day. We strongly advise you to wash your lingerie by hand. Delicate laces and embroideries will last much longer if washed gently by hand. Fill a tub with warmish water (max 30°C) and detergent, and repeatedly immerse the lingerie. Make sure that the lingerie keeps moving. Don't wring it or rub it. Rinse with clear warmish water (max 30°C) until all the detergent is gone. Never put lingerie in the tumble dryer, but hang it out to dry. Lingerie can dry flat on a towel or be hung on a drying rack. Always hang the bra by the central front panel so it can dry evenly. Never put lingerie on a heat source. Only put lingerie away if it is completely dry. Lingerie should not be ironed.

Always follow the care instructions given on the label of your swimwear. Avoid wearing new swimwear in the sauna or Jacuzzi as this can cause serious degradation to the garment. We would suggest that an older garment is used as an alternative. Avoid contact with chlorine and sunscreen. Rinse swimwear immediately after every use in clean, cold water. Wash swimwear in cold water with detergent. Use a mild liquid detergent for delicate wash. Never let it soak overnight. Never wring swimwear. Never put swimwear in the tumble dryer, but hang it out to dry. Swimwear can dry flat on a towel or be hung on a drying rack. Only put swimwear away if it is completely dry.

Please note, we are unable to accept as faulty returned lingerie or swimwear where damage has been caused by not following the washing instructions on the label.

All pictures shown on our website are shot at high resolution under light conditions that reflect normal daylight. Hence, colours are rendered in a very realistic manner. However, variations between garment colours and what you see on your screen may be affected by your screen settings.

If you are having problems using our website please contact us via email at contacten@primadonna.com so that we are able to help you to place your order.

We will send you an automated email confirming your order has been placed. If you have not received this email within one hour of placing your order, please call our customer service department to ensure that your order has been successful.

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Promotions on our website are either announced via a newsletter or directly on the website. In both cases, we mention the promotion code. When placing an order, at the checkout page where you are asked to fill in or confirm your delivery address, and payment method, you will also find an area where you can fill in a promotion code. Once you have filled in the promotion code, in the next check out step you will see an order summary, mentioning all promotions that have been accepted by our system. Promotion codes are accepted when your order meets the promotion conditions.

This website accepts following payment methods

  • Credit and debit cards: Visa, MasterCard, Maestro and American Express
  • PayPal
  • Google Pay
  • Apple Pay

The availability of specific payment methods may depend upon the value of your order.

When you choose to pay by Credit or Debit Card, you agree that we will perform a credit check prior to authorising this payment method.

This Website partners with a first class Payment Service Provider, guaranteeing both secure online payment safety and protection against fraud attempts.

Yes. To help ensure that your shopping experience is safe, simple and secure, this website uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website. SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected. If you are enrolled in the Visa Secure or MasterCard Secure programmes, you will also need to enter your password to complete your transaction.

After you have successfully closed your checkout phase, you will receive an order confirmation email. However, this is not confirmation that we have successfully processed your payment. For credit and debit card payment methods, it may happen that we do not obtain payment authorisation from your bank. Usually, the denial of a payment authorisation occurs within 1 working day from the time you placed an order. If payment authorisation is denied, we will cancel your order and inform you via an automated mail.

There are a number of reasons why this may have occurred so you should carefully check the details you have entered and try again. Remember, the Invoice address you enter must match the address that your bank or credit card issuer has on record for you, otherwise your transaction may be declined by our Payment Service Provider even if your bank has authorised payment. We do not take payment from you until the goods are dispatched, however the funds will be reserved in your account at point of order so you may still see this on your bank statement even if we have not received payment. If the payment is rejected it will take approximately 4 working days for this authorisation code to drop off and release the funds again. If you have checked and entered your details again, please contact either your card issuer or our customer services team for help. Do not enter your details multiple times as this may prevent your funds from being released for other transactions.

You can enter the competition for a chance to win a lingerie voucher by purchasing a PrimaDonna bra or briefs.

  • Remove the tag from the garment
  • Open to view your unique code
  • Go to our hangtag page
  • Enter the unique code, the competition question, the tiebreaker and your details
  • Every month the lucky winners are notified by email

The code is printed inside the tag attached to the participating products.

You have to enter the unique code that comes with participating products. If your code comes from a participating product but is not accepted: Check that you have entered the code correctly. The code comprises 10 digits and is case sensitive. Ensure that the code has not already been used. Each code can only be entered a single time.

Yes. You cannot participate in this online competition without an email address. We have to be able to send you an email if you win a prize, so you need to supply a valid email address. If we are unable to contact a winner or a winner does not claim her prize within 180 days, the entrant will not receive a prize.

You will not receive any marketing messages from us if you state when entering the competition that you do not wish to receive them. In that case, we will only use your email address to contact you about matters directly relating to the competition, such as notifying you that you have won a prize.

Yes. Every time you enter a unique code you have the chance to win a pair of briefs or a lingerie set. So the more codes you have, the more chance you have of winning.

Yes. Your details will be processed and stored in accordance with our privacy policy. They will only be used to contact you about matters directly relating to the competition and any other purposes you have agreed to.

Winners must claim their prize within 180 days or they will not receive the prize.

Winners will be notified that they have won a prize by email. If you have not won a prize you will not receive an email.

If you receive an email notifying you that you are a winner, you have to select the shop where you wish to collect your prize. 'Once you have done so you will receive another email containing your voucher. The shop you select will also be notified that they should expect you. Your lingerie voucher is valid for 6 months in the shop you select. It cannot be redeemed anywhere else.

If you've won a voucher for a set, you can choose a set worth €125 from our collections. If you do not find an answer to your particular question, you can contact us at marketing@vandevelde.eu.