Friendly Store Policy,Terms & Conditions
About this section
Prima Materia offers custom ballet and dance wear services for ballerinas and dancers across the world. These store policies and terms and conditions are intended to be a guidance to create a friendly and workable relationship with my customers. They are not intended to make things complicated to any customers. Have a read through before you order. Please be kind enough to keep it mind that Prima Materia is a one-woman business.
You may also find the FAQ section useful.
Privacy
Your privacy is very important to my business. I use your addresses and phone numbers for shipping purposes only and emails for direct communications only. Your credit card or bank details are hidden from me. I do not work with any data gathering parties.
Shipping and Delivery
Prima Materia offers world-wide shipping to ballerinas and dancers across the world. All orders are dispatched from Rotterdam, the Netherlands via PostNL domestic and international services. All shipments are tracked. Please see the separate Shipping and Delivery page for rates and details. For expedited services, please contact in advance.
Currency
Payment Methods
Tax
The base currency of the Prima Materia online boutique is the euro (€). If you choose your local currency or another currency from the pull down currency menu, approximate values are shown based on the latest exchange rates. You may still be charged a slightly different amount in the selected currency depending on the exchange rates your banks and credit card providers use.
The boutique accepts most major credit cards, Apple Pay, Google Pay, iDeal and PayPal. Your payment details are not accessible from me.
Customers outside the EU and EEA zones may be asked pay import duties. This is something I cannot control. Please contact local authorities for details.
Returns, Exchanges
Most Prima Materia products are made to order and ready-to-wear (RTW) items are worn directly on your skin. All of them are hand made by myself. Due to the nature of my products and my business, I do not accept returns or exchanges, or issue a full refund.
However, if you are unsatisfied with my products, I am more than happy with sending you a replacement. You can choose the same product or something else at a similar price point. If you cannot decide what you want for a replacement immediately, I am happy to issue a store credit for the full product price with free shipping. I do not ask you to return the goods.
To avoid problems, it is best to clear all questions. Please contact me in advance before placing an order.
Cancellation
If you want to cancel or change your order, please contact me as soon as possible or within 24 hours so you can choose another product or alternatively I can make a full refund. I will try to be flexible as much as possible outside the time frame, however, once the ready-to-wear products are dispatched or the made-to-order items are processed into manufacturing, you cannot cancel the order or return the purchased goods.
I, as the seller, also withhold the right to cancel orders in such cases as, but not limited to, the buyer refuses to make a full payment or the buyer displays an abusive behaviour.
Lead time/ How long it
takes to process order
Ready-to-wear items are dispatched in the same day or in the next working day.
It usually takes 2-4 weeks to process custom products because they are made to order. Luxe print and ombre products may take little longer. I will communicate to keep you posted.
When you order multiple items including RTW and custom items, please allow for the processing time for the custom items.
Please allow for 4-6 weeks for fully custom-designed items or costumes after the full payment is made.
Please note I have to collect a full payment before start processing any order. So please make sure you purchase the correct fabric options.
Changes in orders may lead to a longer processing time although I try to be as flexible as possible.
Rush orders
I will try to accommodate rush orders. Please contact me in advance before placing an order.
Sizing and custom sizing
Please see the separate Sizing and Style Guide page.
Some bodies fit nicely in the charts, however, others over cross two or more sizes. Prima Materia offers the S-M-L custom size and the L and XL plus custom sizes. You can choose these options from the pull down menu. Please make sure to leave your body measurements, bust, waist, hips and girth. Additional information, such as upper arms measurements, is very helpful.
Plus size
Yes! As mentioned above, Prima Materia offers the S-M-L custom size and the L and XL plus custom sizes. You can choose these options from the pull down menu. Please make sure to leave your body measurements, bust, waist, hips and girth. Additional information, such as upper arms measurements, is very helpful.
Full personalisation
Group orders
Yes! Please go to the Full Personalisation page and get in touch.
Faulty item
Missing item
Wrong item
No delivery
Please contact me immediately should you receive faulty or wrong items, or an item or items are missing from your order. I am happy to send you replacements or missing items as quickly as possible.
Sometimes, it takes long time for your orders to get delivered. Please see the Shipping and Delivery page and contact me after you waited for more than the time detailed in the page, depending on the delivery address. Thank you for your patience in advance.
Also, please read the No returns or Exchange section of this page.