FAQ
Frequently Asked Questions
Ordering
1. How do I place an order on Prime Wears?
Browse any collection on primewears.store, select your product, choose your size, and click Add to Cart. When you're ready, head to checkout, enter your shipping address and payment details, and confirm your order. You'll receive an order confirmation email within minutes. If you don't see it, check your spam folder.
2. Can I change or cancel my order after placing it?
Yes — but only within 12 hours of placing it. After that, your order may already be packed and queued for dispatch. Email us immediately at support@primewears.store with your order number and the change you need. We'll do everything we can, but we cannot guarantee changes once the order has moved to fulfilment.
3. Do I need an account to shop at Prime Wears?
No. You can check out as a guest without creating an account. However, registering gives you order history, saved addresses, faster checkout on future orders, and early access to restocks and new arrivals. We recommend it if you plan to order more than once.
4. I placed an order but didn't receive a confirmation email. What should I do?
First check your spam or junk folder — confirmation emails occasionally land there. If it's not there either, it's possible there was a typo in your email address at checkout. Email us at support@primewears.store with your full name and the approximate order date and we'll look it up for you.
Payment
5. What payment methods does Prime Wears accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, and Bancontact. All payments are processed securely through Shopify Payments. We do not accept bank transfers, cheques, or cash on delivery.
6. Is it safe to enter my card details on primewears.store?
Yes. Prime Wears runs on Shopify, one of the most trusted e-commerce platforms in the world. All transactions are protected by SSL encryption and PCI-DSS compliance. Your card details are never stored on our servers — they go directly to the payment processor.
7. My payment was declined. What should I do?
Double-check that your card number, expiry date, and billing address are entered correctly. If the problem persists, try a different payment method or contact your bank — some banks flag international transactions as a precaution. If you're still stuck, email us at support@primewears.store and we'll help you complete your order.
Shipping
8. Where does Prime Wears ship to?
We ship to the United States, all EU member states, and many other countries worldwide. Your available shipping destinations and rates will be displayed at checkout based on your delivery address. If your country isn't listed at checkout, email us at support@primewears.store and we'll check if we can arrange delivery for you.
9. How long does delivery take?
All orders are processed within 1–2 business days. After dispatch, standard delivery takes 7–14 business days depending on your location. US and Western Europe orders typically arrive at the faster end of that window. During peak periods — such as the World Cup — processing may take an additional 1–2 days due to high order volumes. We'll always notify you if there's a delay.
10. How much does shipping cost?
Fortunately at primewears, we offer FREE SHIPPING WORLDWIDE
Tracking
11. How do I track my order?
Once your order is dispatched, you'll receive a shipping confirmation email containing your tracking number and a link to follow your parcel in real time. If you haven't received a tracking email within 3 business days of your order confirmation, check your spam folder first, then contact us at support@primewears.store with your order number.
12. My tracking hasn't updated in several days. Is something wrong?
Tracking updates can sometimes pause for 2–4 days during international transit, particularly when a parcel moves between countries or enters customs. This is normal and doesn't mean your order is lost. If your tracking has shown no movement for more than 7 days, contact us at support@primewears.store and we'll investigate with the courier on your behalf.
Returns & Refunds
13. What is Prime Wears' return policy?
We accept returns within 30 days of delivery. To be eligible, items must be unworn, unwashed, and returned in their original packaging with all tags still attached. Items that show signs of wear, washing, or damage will not be accepted. Sale and clearance items are final sale and cannot be returned unless they arrive damaged or incorrect.
14. How do I start a return?
Email support@primewears.store with your order number, the item(s) you wish to return, and your reason for returning. We'll reply within 24 hours with return instructions and the return address. Please do not send items back without contacting us first — unrequested returns may not be processed.
Once we receive and inspect your return, your refund will be issued within 3–5 business days to your original payment method. Shipping costs are non-refundable unless the return is due to our error.
15. I received the wrong item or my order arrived damaged. What do I do?
We're sorry — that's on us. Email support@primewears.store within 7 days of delivery with your order number and a clear photo of the item received. We'll send the correct item or issue a full refund immediately, including any shipping costs. You will not be asked to return the incorrect or damaged item.
Products, Sizing & Restocks
16. How do I know which size to order, and do you restock sold-out products?
For sizing, visit our full Size Guide at primewears.store/pages/size-guide. It covers men's, women's, and youth jerseys, football boots, sneakers, and Crocs with US, UK, EU, and centimetre measurements. Each brand also has its own fit notes — for example, Adidas boots run narrow while New Balance runs wide. If you're between sizes, we generally recommend sizing up. Still unsure? Email us with your measurements and the product you're interested in and we'll tell you exactly which size to pick.
For restocks — popular jerseys and boots are restocked regularly, especially during the World Cup season. Limited edition kits and collaboration pieces may not return once sold out. The safest way to stay ahead of restocks is to join our email list. You can also email support@primewears.store to ask about a specific product — if a restock is planned, we'll let you know.
Still have a question not covered here? Email us at support@primewears.store — we reply within 24 hours, 7 days a week.