RETURN POLICY
Not happy with your order? No problem! If you are not satisfied with your order, items can be returned for a refund within 30 days of the delivery date.
Want to start a return? Simply fill out our contact form . Unfortunately, we cannot process items that are returned without prior approval via the return form.
We do our best to make the process as smooth as possible. Any questions? Feel free to contact us!
RETURN AND EXCHANGE POLICY
To be eligible for a return, your item must be in its original condition: unworn, unused, with tags attached and in its original packaging. Please make sure the item is returned in a resaleable condition. Unfortunately, returns that do not meet these requirements cannot be accepted.
RETURN COSTS AND SHIPPING LABELWe provide customers with a convenient shipping label that can be returned to a parcel point that we provide. The cost of the return label varies by area. After completing the application, you will receive the return label by email, with which you can easily return the product to us. Here are the rates:
- Netherlands/Belgium : €6.99
- Germany : €8.99
- Europe : €12.99
- Rest of the World : Return costs are the responsibility of the customer, and we do not provide a shipping label.
EXCHANGE OF A PRODUCT
Do you want to exchange a product? Simply tell us the desired size, and we will reserve it for you. As soon as the returned item has arrived, we will immediately send you the correct size, of course including a track and trace code.
RETURN CONDITIONS
- The returns can be packed in the PALM. bag/box or any other suitable type of packaging, which must be sealed with adhesive tape.
- Returns sent at PALM's expense will be refused and returned at the sender's expense.
- PALM. reserves the right to refuse unauthorized returns that do not comply with the return policy. In case of receipt of unauthorized returns, the box remains the property of the customer and will be returned to the sender, subject to payment of shipping costs
3. OPTIONS AFTER RETURNS
All returns will be processed within 1-3 business days after the return shipment has been delivered to our warehouse.
We will notify you once we have received and inspected your return and let you know whether or not your refund has been approved. If approved, we will automatically credit your original method of payment, excluding the original shipping cost.
Please note that it may take some time for your bank or credit card company to process and post the refund. Once the process is complete, you can send the items to our warehouse.
Customers are responsible for the return package and its contents until it reaches our warehouse. PALM. is not responsible for damaged/lost packages sent by customer couriers.
CUSTOMS BLOCKS AND IMPORT TAXES
Shipments from countries OUTSIDE the EU and from the rest of the world may be delayed due to customs security checks at the import. We recommend that you obtain a tracking number from your courier to follow your shipment. If your return package is blocked at the customs entrance, customs will contact us to request the necessary paperwork to release the shipment. The entire process can take up to 60 days. PALM. cannot expedite the process or contact customs and is in no way responsible for customs clearance, as this is handled directly. If import duties are applied to a return package, 1/3 of the total amount will be charged to the customer and deducted from the refund amount. PALM. will cover 2/3 of the amount.
DAMAGED/DEFECTIVE/WRONG ITEMS
In case of receipt of defective or wrong items, please contact support@palm-jewelry.com within 3 calendar days from the delivery date and provide photographic evidence of defective/wrong items for approval. If the return is approved, PALM. will arrange a free shipping label and provide further instructions on how to proceed with the return. Please note that if the return is shipped at your own expense, PALM. will not reimburse the shipping costs under any circumstances. For claims submitted after 3 calendar days and within 30 calendar days from the delivery date, the above conditions apply for returns at the customer's expense.
INCOMPLETE ORDER / DAMAGED PACKAGE
In the event of receipt of a package that is clearly damaged or not in optimal condition, we recommend that you accept it with reservations or refuse the package upon delivery and contact our customer service immediately. If the package is damaged or if the order contains missing items, please provide some photos to support@palm-jewelry.com showing the condition of the box upon delivery, so that we can file a claim with the carrier.