FAQ

Welcome to the Prime Footwear help center. We are dedicated to providing a clear and reliable shopping experience so you can shop for your next pair with confidence.

1. When will my order arrive?

For our customers across the United Kingdom, our delivery schedule is as follows:

  • Daily Cutoff: 5:00 PM (GMT).

  • Order Processing: 1–2 business days (Monday–Friday).

  • Shipping Transit: 7–8 business days (Monday–Friday).

  • Estimated Arrival: Your package should reach you within 8–10 business days total.

2. Is there a charge for delivery?

No. We are proud to offer Free Shipping on every single order within the United Kingdom. There is no minimum purchase required, and the price displayed at checkout is final, including all VAT.

3. How can I follow my package?

Once your items have been dispatched, we will send you an email containing a tracking number. You can use this number to monitor your delivery directly through our Track Order page on our website.

4. Can I change my mind and cancel an order?

Yes. We provide a 24-hour cancellation window. If you need to stop an order, please reach out to our support team immediately within this 24-hour period.

5. What is the timeframe for returns?

You have 30 days from the date you receive your order to request a return. Items must be in their original, unused condition, with all tags and initial packaging included.

6. Who pays for the return postage?

This depends on the reason for your return:

  • Faulty or Wrong Items: There is no cost to you (£0.00). We will email you a pre-paid shipping label to return the product.

  • Personal Preference/Change of Mind: The customer is responsible for organizing and paying for the return using a trackable shipping service.

7. Are there any hidden restocking fees?

None at all. Prime Footwear does not apply restocking fees to any returned merchandise.

8. How long until I get my money back?

After we receive and check your return, we will process a refund to your original payment method. Please allow up to 7 business days for the credit to appear in your account, depending on your bank's processing times.

9. How do exchanges work?

We offer exchanges with no extra fees. You simply cover the cost of shipping the original pair back to our warehouse, and we will ship your new replacement pair to you completely free of charge once your return is inspected.

10. Where is Prime Footwear based?

We are a company based in the United Kingdom. By operating exclusively as an online store, we are able to offer the best selection and value directly to our UK customers.

Contact Information

We’re here to provide support and guidance for every purchase.

Store Name: Prime Footwear
Business Address: Unit 14 Tame Rd, Birmingham B6 7HS, United Kingdom
Support Email: contact@theprimefootwear.com
Customer Service Phone: +447418621928
Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT)

We will respond your email within 24 hrs (Mon–Fri) — weekend messages answered Monday.