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 standard shipping 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 that delivery times may vary depending on your location and selected shipping method.

Exceptions Due to logistical constraints, we are currently unable to offer express shipping to the following regions:

• Northern Ireland
• Channel Islands & Scilly Isles
• Isle of Man (IOM)
• Isle of Wight (IOW)
• Scottish Highlands & Islands
• England/Scotland Border regions
• Scottish Lowlands

If you’re unsure whether your area is affected, please contact our team at hello@palome.com for confirmation.

If your order has not yet been shipped, please contact us at hello@palome.com as soon as possible — we’ll do our best to assist you.I

f your order has already been shipped, unfortunately, we’re unable to make any changes to the shipping method due to our automated processing systems.

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.

If you’ve just received the item:

Please return the item directly through our returns portal and select "The item arrived damaged or not in perfect condition" as your return reason.

Here’s how: Log into Your Account

• Visit palome.com and log in. If you don't have an account - create one using the email you ordered with and you'll find those order details connected to your new account
• Go to My Orders and select the relevant order
• Click Returns and follow the instructions

Submit Your Return

• Select your return reason, confirm your selections, and submit the request

Get Your Return Label

• A return label will be generated after submission

Return the Item

• Drop off your parcel at your nearest Evri ParcelShop with the label securely attached
• Please return the item within 15 days
• If possible, reuse the original packaging to reduce waste

If you’ve already worn the item:

Please contact our customer service team at hello@palome.com. Be sure to include:

• Photos of the fault
• A clear image of the attached care label
• Your order number

Once we confirm the issue, we’ll email you a return label so you can send the item back to our studio.

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.

Your order may have been split into multiple shipments. You can check the delivery status of each item by:

• Logging into your account at palome.com (https://palome.com)
• Reviewing your Order Details under My Orders
• Or checking your order confirmation email, which will indicate if items are being delivered separately

If you’ve reviewed this and are still missing items, please contact us at hello@palome.com — our customer care team will be happy to investigate and assist you further.

If you’ve received an email confirming that your parcel has been returned to our warehouse, we will automatically process a refund within 7 working days of receiving the returned item(s).

Please note that shipping fees are non-refundable.If you still wish to receive the item, we recommend placing a new order on our website.

For any special circumstances or further assistance, feel free to contact our customer care team at hello@palome.com — we’re here to help.

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, you can return your item in a few simple steps:

Log into Your Account

• Go to palome.com (https://www.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 return request

Receive Your Return Label

• A return label will be generated after submission
• Please allow 3–5 seconds for the label to appear — do not close the window immediately

Return Your Parcel

• Drop off your parcel at your nearest Evri ParcelShop with the return label securely attached
• Please ensure your return is sent within 15 days
• If possible, reuse the original packaging to help reduce waste

Important Notes:

• We are unable to offer free returns in the following cases:
  • Returns submitted after our 28-day return window
  • Second return requests from the same order
• Shipping fees are non-refundable
• If you are returning the entire order, the gift item should also be returned

If you have any questions, feel free to reach out to our customer service team at hello@palome.com.

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 you placed an order but haven’t created a Palome account yet, simply sign up using the same email address you used at checkout. Your past orders and items will automatically appear in your account.

If you checked out without using an email address, please contact us at hello@palome.com and our customer service team will be happy to assist you.

To be eligible for a refund, all returned items must meet the following conditions:

• Items must be in their original, unworn and unwashed condition
• All tags, labels, and accessories must be attached, including any spare buttons provided
• Items must be free from strong odours (e.g. perfume or smoke)
• Items must be clean and free from excessive hair, dust, or dirt

We personally inspect each return to ensure it meets our re-sell standards. If your item does not pass the quality check:

• We will not be able to issue a refund
• The item will be sent back to you
• A £3.99 return delivery fee will apply

Please ensure all returned items are in suitable condition before sending them back.

If you’re unsure, feel free to contact us at hello@palome.com.

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

Once your return parcel arrives at our studio, each item is personally inspected to ensure it meets our re-sell standards. This process may take a couple of days, and we appreciate your patience.

• If your return passes our quality check, your refund will be processed within 5 business days.
• You will receive an email confirmation as soon as your refund has been issued.
• Please allow up to an additional 5 working days for the refund to appear in your account, depending on your payment provider.

If you have any concerns about your refund, feel free to contact us at hello@palome.com.