Help & FAQs

Welcome to our Help & FAQs page. Find quick answers to the most common questions about your orders, deliveries, returns, and more. If you need further assistance, please explore our help centre.

Orders & Payment

How do I place an order?
Browse our collections, select your items and sizes, and add them to your bag. Proceed to checkout to enter your delivery details and payment information to complete your purchase.

What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard, and Maestro. We also accept PayPal and our own Gift Cards. Please note, we do not accept American Express.

I have not received an order confirmation email. What should I do?
Please first check your junk or spam folder. If you still cannot find it, you can view your order status by visiting Track My Order.

Can I amend or cancel my order?
Once an order is placed, we are unable to amend or cancel it as our system processes it very quickly for dispatch. If you wish to return an item, you can do so easily once it arrives.

Delivery

What delivery options do you offer?
We offer a range of delivery options, including Standard, Express, and Next-Day Delivery. We also offer a Store Collection service from select locations.

How can I track my order?
You can track your order by clicking on the link in your dispatch email or by visiting the Track My Order page on our website.

My order hasn’t arrived. What happens now?
If your order is late, please first check your tracking information for the latest updates. If the estimated delivery date has passed, please visit our Delivery Options page for further guidance.

Returns & Refunds

What is your returns policy?
We offer a 30-day returns policy for a full refund. Items must be unworn, unwashed, and in their original packaging with all tags attached.

How do I return an item?
Returns are free and easy. You can start your return by visiting the Returns & Refunds section. Follow the instructions to generate a returns label and send your parcel back to us.

How long does a refund take?
Once we receive your return, we will process your refund within 5-7 working days. It can then take additional time for the refund to appear in your bank account, usually within 3-5 working days.

Products & Services

How can I find out about new product launches?
To stay up-to-date with all our latest trends and new arrivals, check out our Primark Blog or download our mobile app.

Do you offer a student discount?
Yes, we offer a student discount for online purchases. You can find out more and verify your status on our Student Discount page.

How do I use a Gift Card online?
To use a Gift Card online, simply enter the 16-digit code and PIN located on the back of the card during the checkout process. For more details, visit our Gift Cards page.

Technical Support

The website isn’t working correctly. What should I do?
Please try refreshing the page, clearing your browser’s cache and cookies, or using a different web browser. If the problem persists, please check our Help & FAQs for any known issues.

I’m having trouble logging into my account.
If you have forgotten your password, you can reset it by clicking the ‘Forgotten Password?’ link on the login page. For other account issues, please visit My Account help.

Still Need Help?

We hope we’ve answered your question. If you need to get in touch with us for any other reason, please visit our Contact Us page for more information on how to reach our customer service team.