Shipping policy
Shipping Policy
Effective as of September 20, 2026
At MyPrime™, we make every effort to prepare and deliver your order as quickly as possible.
This Shipping Policy sets out the conditions applicable to the preparation, shipment and delivery of orders placed on our website.
Delivery Areas
MyPrime™ currently delivers, in particular:
- within France;
- to European countries available during checkout;
- to the United States.
Delivery availability for a specific destination is indicated during checkout.
Order Preparation and Shipment
Once your order has been confirmed and payment has been successfully processed, it is generally prepared and shipped within 1 to 3 business days.
This timeframe corresponds to the preparation of your order before it is handed over to the carrier.
Once your order has been shipped, you will receive, where available, an email containing your tracking number or tracking link.
The delivery times indicated below begin after the order has been shipped.
Estimated Delivery Times
After shipment, the delivery times generally observed are as follows:
France: 4 to 10 days
Europe: 6 to 12 days
United States: 5 to 12 days
These timeframes are provided for information purposes only and may vary depending on the destination, carrier, periods of high activity, public holidays, customs procedures or any event beyond our control.
For information purposes, taking into account the 1 to 3 business day preparation period, the estimated total time between placing an order and delivery may be approximately:
France: 5 to 13 days
Europe: 7 to 15 days
United States: 6 to 15 days
The contractual delivery timeframe applicable to your order remains the one communicated to you before confirming your purchase or in your order confirmation.
Shipping Costs
Any applicable shipping charges are clearly displayed before you finalize your order.
The total amount payable, including any applicable shipping charges, is displayed before payment.
Where free shipping is offered, the applicable conditions are indicated on the Site or during checkout.
Order Tracking
Where tracking is available, the corresponding information will be provided to you after your order has been shipped.
Your tracking number may require some time before it is activated or updated by the carrier.
If you are unable to track your order or if the tracking information has not been updated for an unusual period of time, you can contact us at:
Delivery Address
The Customer is responsible for the accuracy of the information provided when placing the order.
We recommend carefully checking:
- your name;
- your address;
- your postal code;
- your city;
- your country;
- your telephone number where required for delivery.
If you notice an error after placing your order, please contact us as soon as possible at:
We will do our best to update the address before shipment. However, changes cannot be guaranteed once the order has already been prepared, shipped or forwarded to our logistics partner.
Delivery Delays
Despite our best efforts, delays may occasionally occur.
They may be caused by:
- periods of high activity;
- carrier delays;
- weather conditions;
- public holidays;
- customs checks or procedures;
- logistical errors or incidents;
- or any other event beyond our control.
In the event of an unusual delay, you can contact us at:
We will carry out the necessary checks regarding your order.
Any consumer rights provided for by applicable law in the event of a delivery delay remain fully applicable.
Package Marked as Delivered but Not Received
If the tracking information shows that your package has been delivered but you have not received it, we first recommend that you:
- check your mailbox;
- check any secure locations around your home;
- ask other people living at your address;
- check with a neighbor or your building concierge, where applicable.
If you still cannot locate your package, please contact us promptly at:
We will investigate the situation with the carrier or our logistics partner in order to determine the appropriate solution.
Lost Package
If your package appears to be lost or has not been delivered within an unusually long period, please contact us at:
We will carry out the necessary checks with the relevant carrier or logistics partner.
If the package is confirmed as lost, we will offer an appropriate solution, such as a replacement shipment or a refund, depending on the circumstances and your rights.
Damaged Product or Package
We recommend checking your order as soon as you receive it.
If the product or package arrives damaged, please contact us as soon as possible at:
Please include your order number and, where possible, photographs showing the issue.
After reviewing your request, we will offer an appropriate solution in accordance with your rights.
Incorrect Order
If you receive a product that is different from the one you ordered, please contact us as soon as possible at:
Please provide your order number and any information necessary to identify the issue.
We will take the necessary steps to resolve the situation.
Customs Duties and Import Taxes
For certain orders shipped to a country outside the European Union, customs duties, import taxes or other charges may be imposed by the authorities of the destination country.
Where such charges are not expressly stated as being included in your order or covered by MyPrime™, they may remain the responsibility of the recipient in accordance with local regulations.
As the applicable rules may vary from one country to another, we recommend consulting the customs information applicable in your country of residence.
Multiple Packages for a Single Order
In certain situations, products from the same order may be shipped separately.
You may therefore receive several packages on different dates.
Where multiple tracking numbers are available, they may be communicated to you separately.
Cancellation Before Shipment
If you wish to modify or cancel an order, please contact us as soon as possible at:
If the order has not yet been shipped and cancellation is still technically possible, we will do our best to accommodate your request.
If the order has already been shipped, you may need to wait until you receive it and then follow our return procedure.
Returns and Refunds
The conditions relating to returns, the right of withdrawal, exchanges and refunds are set out in our Returns and Refunds Policy, available on the Site.
Contact
If you have any questions regarding the preparation, shipment or delivery of your order, you can contact us:
By email: contact@myprime.fr
By mail:
RJ GROUP / MyPrime™
5 place des déliisseurs
29200 Brest
France