RETURN/EXCHANGE.
To start the return process, please complete the form below.
RETURN POLICY
Not happy with your order? No problem! If you are not satisfied with your order, items can be returned within 30 days from the delivery date for a size replacement or refund.
CONTACT US
Please note that we can only accept returns if there are no signs of use. If you have any questions, please contact our support team at support@palm-jewelry.com. If you are not satisfied with a product you purchased from us or if an item does not fit, you can return it to the specified return address within 30 days after we have accepted the return. The period starts upon delivery of the goods. The customer bears the costs of returning. Please make a receipt and keep it in a safe place to prove your return in case of loss.
DAMAGE AND PROBLEMS
Please inspect your order immediately upon receipt and contact us immediately if the item is defective, damaged or if you have received the incorrect item so that we can evaluate and resolve the problem.
1. 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.
2. RETURN INSTRUCTIONS
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. The customer is responsible for the return shipping costs. If you would like to make an exchange or return an item, please contact our customer service team via live chat or email us anytime at support@palm-jewelry.com. Once the return/refund is authorized, you can ship the item(s) back to the address provided.
ARE THERE ANY RETURN COSTS?
- The costs for returning are for the account of the customer. PALM. does not offer free returns and/or shipping labels. Customers can choose any courier or postal service to send returns. These costs are not reimbursed.
- Original shipping charges will not be refunded. You are responsible for return shipping costs.
- Returns must be sent within 30 days of the order delivery date.
- Sale items can be returned, but they will be credited as a gift card. The gift card comes in the form of a code and has no expiration date.
3. OPTIONS AFTER RETURNS
All returns will be processed within 1-3 business days after the return shipment has been delivered to our warehouse.
- SIZE EXCHANGE: The same item can be exchanged for a different size by simply ordering a new item from the store.
- REFUND: We will notify you once we have received and inspected your return and let you know whether your refund has been approved or not. If approved, the amount will automatically be credited back to your original payment method, excluding the original shipping costs. 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. Our customer service is at your disposal for any questions, contact us at support@palm-jewelry.com or via our live chat.
4. 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 whole 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.
5. 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.
6. 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 reservation 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. PALM. reserves the right to refuse returns in the following cases: -If items are not returned in their original condition. -If items are not returned within 14 days of the delivery date. -If items show signs of use or damage. -If the return for any reason does not comply with the RETURN CONDITIONS.