RETURN POLICY
NOT SATISFIED? NO PROBLEM.
Is your order not quite what you expected? No worries. You can return or exchange your item free of charge within 30 days of receipt.
FREE EXCHANGE (NL&BE)
Want a different size or color? Or a different item? At PALM., you can exchange your order for free within the Netherlands. Belgium.
Let us know what you'd like to exchange and which size you'd like via the contact form . We'll reserve the desired item for you.
Once we receive your original item in good condition, we will send you the new product free of charge, including track & trace.
REQUEST A RETURN
If you want to return an item, please contact us first using the contact form. Unfortunately, we cannot process returns sent without prior authorization via the returns form.
RETURN AND EXCHANGE POLICY
To be eligible for a return or exchange, the item must be in its original condition: unworn, unused, with tags attached, and in its original packaging. The item must be returned in a resaleable condition. Returns that do not meet these conditions will not be accepted.
RETURNS FOR REFUND
Would you rather return your order for a refund? That's possible too.
Please note: you will be responsible for the costs of the return label.
After registering via the contact form, you will receive a shipping label from us by email, with which you can easily return the item via a service point designated by us.
Return costs:
Netherlands & Belgium: €6.99
Germany: €8.99
United Kingdom: £8.99
Europe: €12.99
Outside Europe: return costs are at your own expense (no shipping label available)
RETURN CONDITIONS
To be eligible for a return or exchange:
The item must be unworn, undamaged, with tags and in original packaging.
Returns must be registered in advance using the returns form.
Unauthorized returns or returns shipped at PALM's expense will be refused and returned at the sender's expense.
Preferably use the original PALM packaging or a sturdy box. Make sure the package is properly sealed.
REFUND
Once we have received and inspected your return (within 1-3 business days), you will receive a confirmation by email.
If everything is in order, we'll refund the amount to your original payment method. Please allow for processing time with your bank or credit card company.
Please note: the original shipping costs and the return costs will not be refunded.
IMPORTANT: YOUR OWN RESPONSIBILITY
You are responsible for the shipping until the return package reaches our warehouse. We are not liable for lost or damaged packages shipped by our own courier.
SHIPMENTS FROM OUTSIDE THE EU
Packages from outside the EU may be delayed by customs checks. PALM is not responsible for customs clearance. Any import duties will be partially offset against the refund amount (1/3 for the customer, 2/3 for PALM).
RECEIVED A DAMAGED OR WRONG ITEM?
Please report this within 3 days of receipt via support@palm-jewelry.com and attach clear photos. After approval, we will send you a free shipping label.
If you return the item on your own initiative without our instructions, we cannot refund the shipping costs.
RETURN DUE TO NON-COLLECTION
If an order is not picked up at the pickup point in time and is therefore returned, the initial shipping costs are the customer’s responsibility. Once we have received the returned package, you can choose either a new shipment (with new shipping costs) or cancellation, in which case we will refund the purchase amount excluding the initial shipping costs. Please note: as long as we have not received the returned package, we cannot issue a refund or send the order again. If the return shipment is lost or damaged on its way back to us, we cannot take responsibility.
DID YOU RECEIVE A DAMAGED OR INCOMPLETE PACKAGE?
Please accept the package with reservations or refuse it immediately upon delivery.
Then contact us at support@palm-jewelry.com and send photos of the damage or missing item. We'll take care of the rest.