FAQs
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At the moment, our collections are currently only available online, where each piece is thoughtfully presented.
At Palome, we introduce new pieces in small, thoughtful releases every two weeks, usually on Sundays. As quantities are limited, pieces can sell out quickly. You’re welcome to join the waitlist for early access, or select “Alert me” on any sold-out item to be notified when it’s back.
You’ll find helpful size guidance just above the “Add to Basket” button on each product page, including notes on whether a piece is generous or small.
If you’d like a more personal recommendation, you’re always welcome to reach out to us at hello@palome.com
Your Palome e-gift card may be used online at palome.com for a period of one year from the date of delivery. E-gift cards are non-refundable and cannot be exchanged for cash. Once purchased, your gift card will be activated immediately and sent to the recipient’s email address. You may also choose to send it to yourself or print it to offer in person. No shipping fees apply when purchasing an e-gift card. Gift cards can be used in combination with other payment methods. The gift card balance will always be applied first at checkout.
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If an order is paid using both a gift card and another payment method, any refund will be returned proportionally to the original payment methods.
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For example, if an order was paid using £100 on a gift card and £50 on a debit card, and you return items worth £30, approximately £20 will be refunded to the gift card and £10 to the debit card, reflecting the original payment split.
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The gift card portion will be returned to the original gift card using the same code, which can be used again for a future purchase.
We accept a range of secure payment methods, including Mastercard, Visa, Maestro and Discover. You can also choose to pay with Apple Pay, Google Pay, Shop Pay or PayPal for a seamless checkout experience.
You’re welcome to place an order as a guest, but creating an account makes everything feel more seamless. You can register using the same email address used at checkout. Your past orders will appear automatically once set up.
Registering with our site allows you to:
- Easily track and manage your returns and orders
- Get early access to new drops and limited-edition collections
- Keep all your order history and preferences in one place
- Receive surprise gifts based on your order history
If you need any help, we’re always here at hello@palome.com.
You’ll receive a confirmation email shortly after placing your order, followed by a second email with tracking details once your order has been fulfilled.
If you have an account, you can also track your order anytime:
- Go to My Account
- Open My Orders
- Select Track my order
If you need any help, feel free to reach out to us at hello@palome.com.
Standard shipping is available at £5.99, with delivery typically within 3 business days. While we always aim for a seamless experience, delivery times may occas
Once your order is placed, you will receive a confirmation email, followed by a second email with tracking details as soon as your parcel leaves us. We kindly recommend reviewing your delivery details carefully at checkout, as changes may not be possible once your order has been fulfilled.
As we begin preparing your order promptly, amendments or cancellations can only be considered if requested before dispatch. If your order has already been dispatched, you may still exercise your right to cancel in accordance with your statutory rights and our returns policy. You remain welcome to return your item in line with our returns policy.
If your parcel is delayed, lost, or returned to us, we will open an investigation with the carrier and keep you informed. As soon as the situation is confirmed, we will arrange a replacement or refund. Should a parcel be returned due to an address issue or an unsuccessful delivery attempt, we may ask you to confirm your details before arranging a new shipment.
At the moment, Palome delivers within the UK, Japan, and Saudi Arabia only. Delivery times can occasionally be affected by public holidays or unforeseen delays.
Once your order has been passed to our carrier, it is in their care. If any questions arise, we’re always here at hello@palome.com.
We do our best to dispatch orders promptly during the festive period, with closures on 25 and 26 December.
Due to higher demand, we recommend placing orders early. Orders placed after 24 December will be dispatched from 27 December.
Extended returns For added ease, orders placed between 26 November and 24 December come with a 45-day return window.
We hope you love your Palome pieces, but if something is not quite right, returns are accepted within 28 days of receiving your order. Items must be unworn, in their original condition, and returned with all labels and accessories attached, in line with our Terms & Conditions.
Your first return per order is complimentary, while any additional returns will be at your own cost. This does not affect your statutory rights. Returns can be easily created via your account, where your label or QR code will be provided.
Once your return arrives at our studio, each piece is carefully reviewed to ensure it meets our quality standards. Please allow for your return to be processed. Refunds will be issued within 14 days of us receiving the returned goods (or receiving proof of return). Refunds are issued to the original payment method. If a gift card was used, that portion will be returned to the same card.
You also have a legal right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013. This right is separate from our returns policy. If you are returning an entire order, any gift items must also be returned. Please note that we do not offer a second return for the same order. If you wish to make an additional return from the same purchase, you will need to send it back at your own cost, following our return process from our Return Policy.
By placing an order with Palome, you agree to these Terms & Conditions. As we continue to refine our experience, we may update it to reflect improvements to our service.
How to Make a Return:
- Log into Your Account If you haven’t created a Palome account yet, register here using the same email address you used at checkout. Your past orders and items will automatically appear.
- Go to palome.com and log into your account
- Navigate to My Orders and select the order you’d like to return
- Click Returns and follow the on-screen instructions
Submit Your Return
- Select your return reason(s), confirm your selections, and submit the request
Receive Your Return Label
- A return label/QR code will be generated after submission
- Please allow 3–5 seconds for the label/QR code to appear, do not close the window immediately.
Return Your Parcel
- Drop off your parcel at your nearest ParcelShop with the return label/QR code securely attached
- The return label/QR is valid for 15 days from creation. Please ensure your return is sent within this timeframe
- If possible, reuse the original packaging to help reduce waste
Important Notes:
- If you are returning the entire order, any gift items must also be returned
- The portal for returns automatically closes after 28 days. We cannot reopen it for late returns
- Items returned after this period must still meet our resale standards, but we cannot guarantee processing if the portal is closed
- We do not offer a second return for the same order
If you have any questions or need assistance, our customer care team is always happy to help, just reach out at hello@palome.com.
Yes, we now offer exchanges. One free exchange is available per order, making it easier to find the right fit or style for you. Items can be exchanged or returned within 28 days, provided they are unworn and sent back with all labels and accessories, in line with our Terms & Conditions. If you need any help with sizing or recommendations before placing your exchange, our team is always happy to help at hello@palome.com.
If your item arrives in less than perfect condition, you’re welcome to return it through our returns portal by selecting the relevant reason, or simply reach out to us and we’ll be happy to assist.
If the item has been worn, please contact us at hello@palome.com with photos and your order number so we can review this for you.
We’ll make sure this is resolved as smoothly as possible.
From time to time, we include thoughtful gifts with our orders. If you believe you’ve received an item in error, please contact us at hello@palome.com.
Sharing your order number and a few photos of the item and packaging will help us review this quickly. We’ll make sure this is resolved for you.
If your order was paid using both a gift card and another payment method, refunds are returned proportionally to the original payment methods. The gift card portion is credited back to the same gift card, while the remaining amount is refunded to your original payment method. Please see more details in our T&Cs.