FAQs

To find out if your favourite piece runs large or small, you can check our size suggestions above the "Add to Basket" button on our site. You'll also find detailed size guides from other customers in our product reviews. If you need style or size advice or just want to say hello you can find us at hello@palome.com

We're sorry that your product is no longer available. Lots of our products come in small batches but we're adding new partner studios all the time. If you press 'Alert Me' on the Sold Out product you like, we'll reach out when it's back in stock.

Our founder Liz spent fifteen years working in luxury fashion where she created our very strange pricing model. We create timeless designs and produce in small batches during premium studio downtime. Most brands will only spend 1/4 of the price you pay on the actual product. All the money they spend on marketing, celebrity endorsement, retail spaces, product disposal, discounting, storing wasted inventory, high returns and seasonal promotions we spend on making high quality materials available at low prices.

We hope not. Please only buy from us if you love something. If you aren't sure, leave it for somebody who is. If you receive a Palome parcel that isn't damaged but doesn't feel quite right for you - please consider gifting it to a friend. We have one of the lowest return rates in the industry which helps us keep our quality so high and our prices low..

We work with premium studios all over the world. Our initial partners were shaped by our founder's fifteen years of working in luxury fashion. Our focus is on finding high quality, sustainably sourced silk, cashmere, cotton, wool and linens. If you are a premium certified studio with excess capacity, please reach out and say hello.

Most of our products are made from premium materials you wouldn't expect to find at our prices: Cashmere, Silk, Organic cotton, Wools.... Our materials decisions are often shaped by the excess opportunities we find in our partner studios.

Returning clothes causes incredible waste. Keeping our prices low and our material quality high is only possible because our members return clothing at less than a quarter of the rate of most womenswear brands. If you buy something that isn't quite the right size, please consider gifting it to a friend rather than sending it back. When you're done with an item you'll find that our resale prices are very strong. Each month, those customers with a 0% return rate are entered into a prize draw to attend our next team dinner. At the end of the year, all those who've maintained a 0% return rate can claim an exclusive thank you gift.

Our products are designed by our team in Paris and London.

We only partner with studios who have a commitment to responsible production. This means paying workers fairly and doing their best to produce in a way that reduces damage to the environment. We only work with studio partners who are certified by the Business Social Compliance Initiative (BSCI) and Worldwide Responsible Accredited Production (WRAP).

Our manufacturing partners are based all over the world - with an emphasis on local materials production wherever possible. Our focus is on working with partners who have excess materials and production capacity. Our clothes should last longer because our material quality to value pricing is unmatched.

• More than 80% of the materials used in all our collections are eco-friendly.
• Premium cashmere, silk, organic cotton, certified materials and vegetable-tanned leather form most of our collections.
• More than 90% of our cotton is organic or recycled- More than 50% of our wool is recycled or RWS certified and 100% mulesing-free.
• We use Organic Content Standard (OCS) certified cotton

We are just getting started but our intention is to create a new kind of model for sustainable manufacturing. See our Sustainability Commitment for more details.

Mastercard, Visa, Maestro, Discover and Apple Pay, Google Pay, Shop Pay

We offer free standardshipping for orders that exceed £120 (and you can have express shipping for an extra £2) For orders under £120 we offer standard and express shipping

• Standard shipping £3.99 GBP - 4-6 business day
• Express shipping £5.99 GBP - 2-4 business day

Once an order has shipped, it cannot be cancelled or edited. If your order has already been processed, you'll be covered under our Return Policy (detailed below).

Our limited batch production means that Palome currently only ships to the UK. Yes, France is next.

Not yet. Our limited batch production means that Palome currently only ships to the UK. But we're working on it.

Our products are sourced from studiopartners across the world but all orders ship from the UK.

Standard shipping: Product ordered by standard shipping will arrive at your door in 4-6 business days from the date the order is placed.

Express shipping: All of our products are available for expedited shipping, to arrive in 2-4 business days after the order is placed.

Please note, transit times may vary based on the shipping method and destination.

Unfortunately our automated systems mean that the shipping method can't be updated once the order has been placed.

Before placing your order with us, you can change the shipping address directly in your shopping cart.

If you made a mistake on these details and the order has alreday been placed, please contact hello@palome.com including the order confirmation number and details of the correct address you need the order shipped to.

We will do our best to change it before your order ships.If your order has already we recommend contacting your local post office with your tracking numbers to see if they can reroute your order to a different address.

Once your order has been placed, you will receive a confirmation email on the email address linked to your Palome account.

To track your order:

Go to My Account

• Click on My Orders
• Click on Track my parcel
  • Enter your Order Number and contact to track your Order
  • Or Enter your tracking number and contact to track your Order

If you have difficulties locating your order of just wanted to say hello, please contact us on hello@palome.com.

I HAVE JUST RECEIVED THE ITEM

1. Go to My account

• Log into palome.com to create your return in My account
• Go to My Orders and choose the certain order of your return.
• Click 'Returns' and choose the answers in question, then follow the instructions.

2.We'll review your return and send you a return barcode

• Customer service will get back to you within 48 hrs with a return barcode.

3. Return your parcel

• Drop off your parcel at the nearest Yodel shop with your QR code within 15 days.
• Where possible, please use the original packaging to reduce waste.

I HAVE ALREADY WORN THE ITEM
Please contact us by clicking below on hello@palome.com, attaching photos of your item and the label attached, as well as your order number. Once customer service has confirmed your faulty item, we will send you a return label and you can return the item to the warehouse.

We sometimes include free gifts in our packages but if you've received an item that you weren't expecting and you think was sent in error, you can let us know at hello@palome.com.

Please note that your order may have been split into multiple deliveries. You can find this information in your account, or in the order confirmation email we'll have sent you.

If you have been notified by email that your order was returned to our warehouse we will automatically refund you within 7 working days of having received your order.

If you still want the returned product write to us at hello@palome.com within 24 hours of receiving the notification confirming your delivery details (surname, first name, address, telephone number, email and order number).

You have 28 days* after receiving your order to return items to us.Items must be returned in their original, unworn &unwashed condition, with all accessories and labels attached.

If an entire order is returned, gift items must also be returned.

Returning clothes causes incredible waste. Keeping our prices low and our material quality high is only possible because our members return clothing at less than a quarter of the rate of most womenswear brands. If you buy something that isn't quite the right size, please consider gifting it to a friend rather than sending it back. Each month, those customers with a 0% return rate are entered into a prize draw to attend our next team dinner. At the end of the year, all those who've maintained a 0% return rate can claim an exclusive thank you gift.

If you do need to make a return:

1. Go to My account

• Log into palome.com to create your return in My account > My returns
• Click 'Returns' and choose the order number in question, then follow the instructions.

If your order qualified for free shipping but the items you return take your basket value under the free shipping threshold (£120), your refund will be minus this original shipping cost.

If it's a second return of the same order

Postage on any second return from the same order will need to be at your own expense - please contact the team at hello@palome.com in advance of taking the following steps.

Prepare your return parcel

• Download the Return Form and fill out the information
• Email customer service with your Return Form and return tracking number
• You will have to return the parcel to the following address

Unit 19,Triumph Way, Triumph Business Park,Speke, Liverpool, L24 9GQ, United Kingdom

You can always send the return item with the method you prefer. If you have decided to send it yourself, please follow the following instructions

1. Download the Return Form.
2. Send the parcel to the following address and slipping the attached form into the parcel
3. Send an email notice with your Return Form to our customer service. Your tracking number should be included. Without a tracking number, our studio will not able to identify your return. It may take a longer time to proceed with your request.

Unit 19,Triumph Way, Triumph Business Park,Speke, Liverpool, L24 9GQ, United Kingdom

Cancellation

If you need to cancel your order before it is shipped, please mail us at hello@palome.com with details of your order. We are only able to cancel an order before it is shipped.

Exchange

If you need to exchange a purchase, you can request a return and refund (within 28 days of the delivery date) and make a new purchase.

Items must be returned in their original, unworn & unwashed condition, with all accessories and labels attached.

If the entire order is returned, gift items must also be returned.If you would like to return an item that you think is faulty, please follow this approach

How to start a Return

1. Go to My account

• Log into palome.com (http://palome.com/) to create your return in My account
• Go to My Orders and choose the order number.
• Click 'Returns', then follow the instructions.

2. We'll review your return and send you a return barcode

The first return of each order is free.

• Customer service will get back to you within 48 hrs with a return barcode.

3. Return your parcel

• Drop off your parcel at the nearest Yodel shop with your return barcode within 15 days.
• Where possible, please use the original packaging to reduce waste.

Once the parcel has been received by our studios, and it passes our quality check, your refund will be processed within 5 business days*.

You will receive an initial email confirming receipt of your parcel at the workshop, followed by a second email once the refund has been processed.

Please allow up to a further 5 working days for this refund to appear in your account.