The item I bought from Primark doesn’t match the online photo — how do I arrange an exchange?

If a Primark item does not match the online photo, you can arrange an exchange at no extra cost by following these clear steps:

• Do not use the item
Keep the product unworn and unwashed. This is essential for the exchange to be accepted.

• Gather evidence
Take photos of the item you received and compare them with the image on the website (different color, design, fabric, or details).

• Keep the proof of purchase
Have the physical receipt or the order confirmation email ready if it was an online purchase.

• Request the exchange in store
Go to customer service with the item, the receipt, and the photos. Explain that the product does not match what was advertised and ask for an exchange for the correct item at no extra cost.

• Use online support if there is no nearby store
Submit your claim with photos and proof.

Clearly state that the item does not match the sales image and request a replacement at no cost.

• Keep all responses and case numbers
This will help if you need to escalate the complaint.

If the issue is not resolved, consider sharing your experience on Xolvie to document the case and see how other users successfully obtained an exchange when the product did not match the advertised photo.