Pouch quality was good but it’s a little small in size to put few travel essentials
Order and Payment
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When can I expect my order?
We ship out products within 1 to 2 business days from the date of placing the order, and should reach you within 5-7 days for any domestic delivery, i.e. within India. For international deliveries we will update you on the delivery time according to the courier options.Are the colours of the products shown on the website accurate?
The colours of the products on our website have been portrayed as accurately as possible, however, monitors and screens of electronics devices differ in their display of colour, so it may slightly vary depending on the display screen.How can I track my order?
To check the status of your order, click on ‘Track your order’ to see the real-time updates.How do I know my order is confirmed?
As soon as your payment has been authorised and your order is complete, you will receive an email and SMS confirmation confirming your order placement. Upon placing your order, you will receive an email containing your order number, details of your order, and your payment amount. In case of any questions or concerns, please send an email to info@primalgray.comWill I get separate shipments if I buy 3-4 products or will it be in a single shipment?
Depending on the volume of the product, it may come in separate shipments, though to reduce our environmental impact we try to always ship it in one shipment.How long will it take to ship my order?
- We strive to process and ship every order within 48 business hours. You can expect to receive your order in 5 -7 business days depending on your location domestically.
- The delivery timeline depends upon the delivery address of the customer.
- For metros & Tier 1 cities, it may take 3-4 working days, whereas for Tier 2 & 3 cities & rural areas, it may take 5-7 working days.
- For International orders, the average delivery time is 7 -15 business days depending on the country of residence.
- Note - If there are any alteration that needs to be done to the product, shipping time may vary by a day or two, depending on the extent of the changes required.
What should I do when I have ordered, and the amount has also been deducted but the order has been cancelled?
Please write an email to us at ecommerce@primalgray.com with details regarding the transaction and snapshot of the reference number. We will check the issue and will update you on the order status, or initiate a full refund. Please note that if the order has been shipped to the delivery address we cannot initiate a refund, till a return is processed.My order is showing as delivered, but I haven't received it. What should I do?
If your order has not arrived, please check your tracking details which you can find in your shipping confirmation email. It may be that no one was home when a delivery attempt was made, so the courier will attempt to re-deliver this to you on the following working day.
Please also check around the property and with your neighbours to see if someone has accepted the parcel on your behalf.
If you are unable to locate the package, please email us at ecommerce@primalgray.com and we will be happy to help you out.I didn't receive an order confirmation, what should I do?
Please check your junk mail in case the order confirmation has landed in there. If you still can't find your order confirmation please reach out to us on ecommerce@primalgray.com
Please include the following information- Email address
- Your name
- Contact number
- The last four digits of the card number that was used to place the order
Courier attempted to deliver, but I was not at home. What should I do?
Courier attempted to deliver, but I was not at home. What should I do? The courier will normally reattempt delivery within 48hrs, however, to avoid any delays we recommend contacting our delivery partner hereI received a faulty item. What should I do?
If you have received what you believe to be a faulty item, please provide following information so we can look into this for you:- Order number
- A description of the fault
- Pictures of the fault
I received the wrong item. What should I do?
If you have received the wrong item, please provide following information so we can look into this for you:- Order number
- Pictures of the incorrect item(s), including label in the garment and label on the packaging
- Any invoice associated with the order
My parcel arrived damaged. What should I do?
If your parcel has arrived to you in a damaged state, please provide following information so we can look into this for you:- Order number
- Pictures of the damaged parcel
- A description of the damage
Return and Exchange
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What is your return and exchange policy?
Our returns and exchange policy gives you an option to return or exchange items purchased from our website for any reason within 15 days of receipt of the item. We only ask that you don't use the product and preserve its original condition, tags and packaging. Once the returned item is checked and processed at the warehouse and it is in its original condition, then we shall initiate a store credit onto your account on our website along with an email of your credit on our store.. If you don't get the credit/email please reach out to us on ecommerce@primalgray.com. Please note that unfortunately we do not offer returns on International Orders.How do I return my order?
Here’s how to make a return:- Please *click here*, or on the link on your order confirmation email, and follow the on-screen instructions to generate your returns label. Please use the email address you used when placing your order.
- Once your return has arrived at our warehouse, our team will then check that the items are in their original condition*. This process typically takes 5-10 business days.
- Once your return is accepted, a store credit will be issued. This can take 5-10 business days to appear in your user account, an email will also be sent to you regarding the store credit. This credit is valid for you to use on our site for 6 months.
- You will be informed of your refund via email confirmation.
- All return costs are borne by the customer. Please note we don't offer returns for international orders.
Will I have to pay for my return?
At this time currently all return costs are borne by the customer.The size I need to exchange for is not available. Can I still exchange?
Unfortunately, if the size is currently out of stock, we are unable to exchange for this size. We recommend signing up for restock notifications on this item and returning it as normal.
You can subscribe to out-of-stock notifications from our website. This tool sends you an email once your favourites are available again.Have you received my returned items?
You can track your return on its journey back to us by using the tracking link provided in the email we sent you with your returns label.
Once your return has arrived at our warehouse, our team will then check that the items are in their original condition*. This process typically takes 5-10 business days.
Once your return is accepted, a store credit will be issued. This can take 5-10 business days to appear in your user account, an email will also be sent to you regarding the store credit. This credit is valid for you to use on our site for 6 months.
You will be informed of your refund via email confirmation.
*Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost. Take a look at our terms of sale here for more details.
Our business days are Monday to Friday.How many times am I eligible for an exchange?
We only offer a one-time exchange policy.Can I exchange my product with another?
We do offer exchanges on products when the size is not the correct one for you. You can ask to exchange said product for the same SKU in a size smaller or larger. Once you initiate the exchange (within 15 days of receiving said item) you will have to ship the product back to the given address. Once our team completes a quality check, the exchanged item will be sent to you free of cost. Please note that if our team finds that the item has been used, damaged by the customer, stained or cannot pass quality control, the item shall not be exchanged and no refund shall be provided and said item will be shipped back to you at your cost. For more info please reach out to us at ecommerce@primalgray.comI just cancelled my order. When will I receive my refund?
- Once your order is cancelled please give us 7 days to initiate a store credit to your primal account. The store credit will be given to the same email account from which you purchased.
- Please note the order cannot be cancelled once the package has been shipped.
- In an unlikely scenario you have not received your refund within 10 business days post the pickup of the product, please drop us a mail at ecommerce@primalgray.com and we’ll be happy to assist you with regards to it.
Shipping
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How Long will shipping take and cost?
Standard shipping options:
India within 5-7 business days — Free
International shipping times will depend on courrier options. Once your order is placed you will get an email regarding the shipping time, please do note this does not include the time for custom clearance. All customs and duties are to be borne by the customer. Shipping will be free on orders above $400, orders under $400 will be charged $30
For Express shipping options the prices are as displayed on the check out page.Where do you ship to?
We currently offer shipping within India
We are planning on shipping internationally to the EU, UK, USA, Singapore and other southeast asian countries soon so do be patient with us!*
*Please note that we are unable to deliver to all countries and we apologise for any inconvenience caused.
If you do face any problems with an order not being able to deliver to your country, please contact us at ecommerce@primalgray.comWhere do you ship from?
We ship all of our orders from New Delhi, India, where our warehouse is based.Can you deliver to a P.O. Box address?
We are currently unable to ship to PO Box and APO addresses.Courier has requested additional information from me before they can deliver my parcel. What should I do?
Occasionally couriers will require additional information such as a passport copy, or an updated contact number before they can make a delivery.
Please respond to a courier as soon as possible, to avoid your order being returned back to us. Please note that we cannot reship orders that have been returned to our warehouse. If your order is returned to us, please let us know so we can make sure your refund is processed accordingly. Please see our returns policy here for further information.Can I redirect my order to a different shipping address?
Unfortunately, we are unable to redirect orders to a different address once they have been shipped.Can I combine the shipping of my orders?
At this time we are unable to combine the shipping of multiple orders. We apologise for any inconvenience.
Payments
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What payment methods do you accept?
you can use any of the payment methods below to place an order:- Visa
- MasterCard
- American Express
- UPI
- Cash on delivery (for orders within India)
What currencies can I use to pay?
We currently offer payment with GBP, EUR, USD,SGD. You can select your currency by using the drop-down option at the bottom of our website.
We are looking to expand our currency options in the future!Do you offer gift receipts?
Unfortunately, we currently do not offer gift receipts.
We are looking to add these in the future!My payment failed, but I was still charged. What should I do?
If your payment failed but you were still charged, it may be that your bank has taken the funds as a pre-authorization and the money will bounce back to your account.
As we don't have visibility of this, we recommend contacting your bank directly if the funds don't bounce back.
If you are still having issues, please provide the following information so we can assist you further:- Email address that was used for the attempted purchase
- Last four digits of the card used for the attempted purchase*
- Order amount
- Time and date of the attempted order
*Please do not give your full card number or CVV at any point to anyoneMy payment was declined, what should I do?
If your payment was declined we recommend that you check the following:- Check that your card’s details (such as the security code, billing address, expiry date etc.) match what you’ve entered into our system*
- Check whether your card has expired
- Try using another card
*Please do not give your full card number or CVV, or any bank details at any point to anyoneProducts
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Your products are often sold out, when will you restock?
Please be assured we are restocking and receiving new stock regularly.
For updates on future product launches and pre-orders please subscribe to our newsletter and/or follow us on Instagram (don't forget to turn on post notifications) here.
You can also subscribe to out-of-stock notifications from our website. This tool sends you an email once your favourites are available again. To set this up please visit our online shop, select the size and colour you prefer and click the "notify me" button.Is your packaging sustainable and recyclable?
Yes! Our Primal Gray products are packaged in a reusable cotton bag made by the *blind relief organisation*. We provide vocational training through the organisation to blind children/ adults who are learning to stitch basic cloth products. All our products are shipped in biodegradable PLA polymers derived from cornstarch.
PLA Polymers are a part bio-based plastic alternative that fully composts in 12 weeks. The best place to dispose of your packaging is a food waste recycling bin if you have one, or a garden compost bin. Failing that, put it in your regular bin and it will decompose in landfill.
Our box packaging is made from recycled corrugated cardboard, and is easily biodegradable or recyclable.
It’s not the final solution, but this is the best practice right now.Organic Cotton
Soft and breathable, cotton is a naturally-derived plant fibre that can go on being renewed, so long as its production is responsibly managed and the climatic conditions for its survival continue to persist. Keeping in mind the immense damage that conventionally produced cotton can have on our environment, workers, and the end consumer, Primal Gray’s cotton fabrics are certified organic by the Global Organic Textile Standard (GOTS). GOTS is a globally-recognized textile processing standard that certifies materials worldwide as being of at least 70% organic origin, as well as meeting a strict standard of environmental and social criteria through processing and manufacturing, all of which is independently assessed and verified across the supply chain. Our softest cotton terry and twill garments are 100% GOTS-certified organic cotton, while our fleece comes in with a blend of 70% organic and 30% conventional cotton.
Simply by not using hazardous chemical pesticides, organic cotton, on average, produces 46% less carbon emissions per ton of cotton fibre compared to its conventionally produced counterpart. To put it into perspective, this is equivalent to the- - amount of carbon sequestered by 24.3 metre square of wild forests preserved from deforestation over one year; or
- - 3,315.25 kilometres driven by the average gas-powered car (about the drive from Mumbai to Goa and back…about 6 times);
- - 260.4 kilograms of garbage recycled instead of sent to landfill.
Recycled Cotton
At Primal Gray, we recognize that though cotton can be cultivated in different ways to make it more sustainable, virgin cotton still carries a significant environmental footprint. Cotton is the most used natural fibre in the textile industry, making up about 23% of the total volume produced globally. Through production and use, significant amounts of the material are sent to landfill, creating massive amounts of textile waste and greenhouse gas generation in addition to the natural resource inputs used to produce it. Recycling cotton, on the other hand, diverts large quantities of material from landfill, as well as dramatically decreasing its water footprint and energy demand. Per ton of cotton recycled, upto 765,000 litres of water can be saved - equivalent to 21 people taking 5-minute daily showers for a whole year!
Our recycled cotton fabric is certified by the Global Recycled Standard (GRS) to consist of a minimum of 20% recycled material, sourced from both pre and post-consumer waste material - that is, scraps and by-products of manufacturing as well as items that have been bought and used. GRS is an international, voluntary standard with the primary goal of increasing the use of recycled materials in products and reducing the harmful social, environmental, and chemical impacts of production.Recycled Polyester Ultrasuede (rPet)
The rPET suede offers a soft, durable, cruelty-free, and vegan alternative to animal hide-based materials, coming in at 55% rPET blended with 45% island silk (a fine blend of equal parts rPET and conventionally produced PET). On average, rPET suede diverts about 4 plastic bottles from landfill per piece manufactured.
If you’ve ever wondered what gives some of your clothes that comfortable stretch factor while continuing to bounce back and retain its existing shape over time, it’s most likely a kind of synthetic material. Synthetic fabrics like nylons and polyesters are man-made polymer fibres that deliver certain unique elements of performance and functionality while maintaining their durability and elasticity over time. Polyester (PET) is the most widely used fiber, making up 52% of the total fibre market volume produced worldwide. However, such fabrics are usually derived from fossil fuels like petroleum and crude oil - producing plastic-based fibres for textiles uses an estimated 342 million barrels of oil every year! These non-renewable resources are extracted and refined through production processes that can cause irreparable harm to human health and the environment, from polluting water bodies to exacerbating the existential threat of global climate change.
Without compromising on the quality, fit, or technical performance of your garment, we use different blends of recycled polyester fabrics to produce Primal Gray garments. Recycled polyester, also known as rPET, is created by mechanically recycling plastic waste in the form of discarded PET bottles originally containing water or other drinks. In comparison to virgin polyester-based fabrics, rPET from postconsumer bottles produces 37% less carbon emissions per ton of fibre. This is equivalent to:- - Charging a smartphone 182 times
- - 6 kilometres driven by the average gas-powered car
Recycled Polyester Spandex (rPet)
Primal Gray pieces designed for even more stretch and mobility use our rPET spandex jersey fabric, which is composed of a blend of 73% rPET and 27% spandex. In addition to being UV-protective, quick-drying and moisture-wicking, Primal Gray pieces that use rPET spandex jersey divert, on average, 17 plastic bottles from landfill.
If you’ve ever wondered what gives some of your clothes that comfortable stretch factor while continuing to bounce back and retain its existing shape over time, it’s most likely a kind of synthetic material. Synthetic fabrics like nylons and polyesters are man-made polymer fibres that deliver certain unique elements of performance and functionality while maintaining their durability and elasticity over time. Polyester (PET) is the most widely used fibre, making up 52% of the total fibre market volume produced worldwide. However, such fabrics are usually derived from fossil fuels like petroleum and crude oil - producing plastic-based fibres for textiles uses an estimated 342 million barrels of oil every year! These non-renewable resources are extracted and refined through production processes that can cause irreparable harm to human health and the environment, from polluting water bodies to exacerbating the existential threat of global climate change.
Without compromising on the quality, fit, or technical performance of your garment, we use different blends of recycled polyester fabrics to produce Primal Gray garments. Recycled polyester, also known as rPET, is created by mechanically recycling plastic waste in the form of discarded PET bottles originally containing water or other drinks. In comparison to virgin polyester-based fabrics, rPET from postconsumer bottles produces 37% less carbon emissions per ton of fibre. This is equivalent to:- - Charging a smartphone 182 times
- - 6 kilometres driven by the average gas-powered car
Our rPET fabrics are all certified to contain a minimum of 20% recycled materials by the Global Recycled Standard (GRS) GRS confirms a responsible use of resources and processes that have the least possible impact on human health and the planet.Recycled Polyester Gabardine (rPet)
The rPET gabardine fabric used in our more structured pieces is light and composed of 100% recycled polyester, diverting about 10 plastic bottles from landfill per garment.
If you’ve ever wondered what gives some of your clothes that comfortable stretch factor while continuing to bounce back and retain its existing shape over time, it’s most likely a kind of synthetic material. Synthetic fabrics like nylons and polyesters are man-made polymer fibres that deliver certain unique elements of performance and functionality while maintaining their durability and elasticity over time. Polyester (PET) is the most widely used fibre, making up 52% of the total fibre market volume produced worldwide. However, such fabrics are usually derived from fossil fuels like petroleum and crude oil - producing plastic-based fibres for textiles uses an estimated 342 million barrels of oil every year! These non-renewable resources are extracted and refined through production processes that can cause irreparable harm to human health and the environment, from polluting water bodies to exacerbating the existential threat of global climate change.
Without compromising on the quality, fit, or technical performance of your garment, we use different blends of recycled polyester fabrics to produce Primal Gray garments. Recycled polyester, also known as rPET, is created by mechanically recycling plastic waste in the form of discarded PET bottles originally containing water or other drinks. In comparison to virgin polyester-based fabrics, rPET from postconsumer bottles produces 37% less carbon emissions per ton of fibre. This is equivalent to:- - Charging a smartphone 182 times
- - 6 kilometres driven by the average gas-powered car
Our rPET fabrics are all certified to contain a minimum of 20% recycled materials by the Global Recycled Standard (GRS) confirms a responsible use of resources and processes that have the least possible impact on human health and the planet.
General
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Who is Primal Gray?
Driven by a desire to create contemporary luxury garments for the conscious consumer, Primal Gray is a modern high-fashion brand conceptualised in New Delhi, India. Offering a blend of relaxed and formal ready-to-wear styles in a range of clean silhouettes, we provide fashion that endures. Seasonless and trendless, Primal Gray pieces are thoughtfully designed to adapt along with you and your style, integrating seamlessly into your everyday wardrobe.
At Primal Gray, we are detail-focused, placing particular emphasis on simple, high-quality tailoring and ethically responsible production practices. We carefully handpick each of our premium fabrics in order to minimise resource intensity, carbon footprint, and harmful potential to human and environmental health and wellbeing. Certified by globally recognized sustainable textile and harmful substance reduction standards wherever possible, Primal Gray fabrics are also dyed using transparent low-carbon processes that minimise toxic chemical discharges. Our in-house manufacturing happens locally in New Delhi, maintaining ethically responsible and compliant working conditions and wages. Our packaging is selected mindfully to minimise polluting plastic waste, and delivery and fulfilment is conducted efficiently through better vendors to optimise the speed and cost of delivery and return, reducing our overall carbon footprint.
At Primal Gray, our community of #PrimalPeople are at the heart of what we do, enabling us to innovate and make bold choices that align with our core values. By implementing better materials, standards, and processes, we hope to bring you one step closer to comfortable, fashion-forward and climate-positive clothing without compromising on quality, style or customer experience.How do I place an order?
If you would like to place an order please visit our website here.- Once you have found the items you would like to purchase, please select your size and click 'Add to Cart'
- If you want to continue to check out please click 'Check out now'
- You will then be taken to our information page, where you will need to enter your shipping address and contact details. If you already have an account with us you can log in here.
- Once your details are entered, please click 'Continue to payment', where you can select your payment method and enter your details. Once you are happy that all your details are correct please click 'Pay now'
- Once payment has been authorised we will send you an order confirmation to your email address with all your order details!
How can I contact Primal Gray?
You can *click here* to be redirected to our contact page. Please give us 2-3 business days to reply. Please note that we don't currently have a contact phone number!I'm interested in a career at Primal Gray, where can I apply?
To view our current vacancies, please check our Linkedin page.I'm an influencer, how can I collaborate with you?
If you would like to become a part of the Primal Gray community, and have the chance to be one of the first to receive, style and share new and exclusive Primal Gray products, then contact us at social@primalgray.com or marketing@primalgray.com
Due to the high volume of requests we receive, we are unable to answer all queries. If we are able to collaborate, we will be in touch with you directly.
Loyalty
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My Voucher code is not working? What should I do?
In case you are unable to use a voucher or a coupon code applicable on our website, please drop us a mail with the following details and we’ll help you with it:- Voucher Code/Coupon Code
- Source of the Voucher/Coupon Code
- Screenshot of the voucher/coupon source (if applicable)
- Terms and conditions of the coupon code/voucher code (if available)
Duties and taxes
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All Primal Gray products ship from New Delhi India.
Once you have made payment for your order, all Domestic orders are shipped such that you should not be required to make any further payments in relation to GST. For any international orders shipped outside of India all Custom duties and Import taxes are to be borne by the customer.
Duties and Import taxes are non-refundable.
FACING TROUBLE?
Incase you are facing any troubles, or you couldn't find your answers above,
please fill in your details bellow and some one from our team will get in touch with you regarding your queries.