Terms & Conditions
 

Payment Options

Paypal

Visa / Delta / Electron

Mastercard / Eurocard

Maestro / Amex

Tax (VAT)

VAT is charged at 20% on new products and 5% on vintage products.

Non-UK orders are Tax Free. VAT will be deducted at checkout before you confirm your order.

Order confirmation

Once your order has been completed, you will receive an order confirmation email. Please check your spam folder if this email doesn't appear in your inbox.

Orders are despached within 24 hours. Late Friday and Saturday orders will be despatched on the next working day.

When your order is on its way, we'll send you an email to confirm this, along with tracking number.

Order cancellation

If you change your mind and decide to cancel your order, please notify us by emailing info@palette-london.com, entitled ‘I wish to cancel my order’.

You have the right to cancel your order for any product purchased from the Palette London web-site, for a full refund. However, if your order has already been shipped, you will need to return the order to us. Please review our Return Policy for further details.

Shipping

Orders are normally despached within 24 hours. Late Friday and Saturday orders will be despatched the next working day. When your order has been despatched, you will receive an email to confirm this, along with tracking number.

Free Shipping Policy

Free shipping is offered when you spend a minimum of:

United Kingdom £100.00 

Europe (EU) £250.00

Non-EU £300.00.

Should you decide to return your order, outgoing shipping charges will be deducted from the value of your order. Review our Return Policy for further details.

Products on sale or discounted (discount codes) are not eligible for free shipping.

When shipping is not free, we charge:

To the UK

£6.00 -   Weight Band 1

£8.00 -   Weight Band 2

£10.00 - Weight Band 3

To Europe (EU)

£16.00 - Weight Band 1

£20.00 - Weight Band 2

£24.00 - Weight Band 3

£28.00 - Weight Band 4

To Non-EU 

£20.00 - Weight Band 1

£26.00 - Weight Band 2

£32.00 - Weight Band 3

£38.00 - Weight Band 4

Shipping Courier

Orders are despatched with the Royal Mail ‘Track & Sign’ service in the UK. Non-UK orders are despatched with the Royal Mail, DHL, Fedex and USPS. We may occasionally use alternative shipping couriers.

You will be required to sign for your delivery. If you are not available to receive delivery, a card will be left with instructions for you to rearrange delivery.

Delivery Times

UK 2-3 days. EU 5-10 days. Non-EU 7-14 days. Delivery times are not guaranteed.

Orders lost or damaged in transit are fully insured. 

Custom & Duty charges

Orders from outside of the United Kingdom may incur tax and customs duty charges. You will be responsible for these charges. We cannot calculate these charges for you. Please contact your local Customs & Duty office for current charges. 

Return & Exchange Policy - Conditions of return

Should you decide to return your order, please complete the return form enclosed with your order.

PLEASE NOTE: RETURNS WILL NOT BE PROCESSED WITHOUT THIS FORM

We also ask that you email us at info@palette-london.com to confirm your return and order number.

Returns must reach us within 14 days from the date of delivery.

You are entitled to a refund or an exchange if you return your item in perfect saleable condition, unworn with all original labels and tags attached. Items packaged in a box, e.g footwear, should be repackaged in an outer box or bag for protection. Please ensure any fragile items are repackaged appropriately to prevent damage in transit.

Returned items that fall outside of these conditions will not be eligible for a refund or exchange.

For hygiene reasons we cannot accept returns of pierced jewellery, underwear, hosiery, leggings and swimwear.

Should you wish to exchange your order, please email us at info@palette-london.com confirming your order number and the product exchange you wish to make. You are responsible for the return shipping costs.

Faulty Items

Please email us at info@palette-london.com with your order number and the nature of the fault.  

Tax & Customs Duty

Refusal to accept an order at point of delivery will be treated as a return. Our return policy stipulates that the buyer is responsible for the cost of returning an order. Once returned to us, the cost of the return and outward shipping charges will be deducted from the value of the order.

If we are charged custom duty and VAT when receiving a return from outside of the United Kingdom, these charges will be deducted from the order value. Please ensure that you attach to your return all customs documentation required from your country.

Return shipping costs

You are responsible for the return shipping costs. Please use a trackable shipping service to ensure proof of delivery. We also recommend that the value of the retuned item be fully insured, for your own protection.

Send your returned to

For UK Orders: Palette London (product return), 4 Sebastian House, 2-4 Sebastian Street, London, EC1V 0HE

For Non-UK Orders: Palette London (product return), No Duty To Pay, 4 Sebastian House, 2-4 Sebastian Street, London, EC1V 0HE, United Kingdom

Please ensure that your Name and Address details are clearly labeled on the outside of the packaging, should the shipping courier need to return it to you.

Refunds

Refunds will be issued back to the original payment source within 7 working days.

Any shipping charges incurred when placing your order are not refundable.

If your order qualified for free shipping, the shipping cost we incurred will be deducted from the value of your order. Please review our Shipping Policy for more information

This returns policy does not affect your statutory rights.

Please contact us at sales@palette-london.com if you require more information