Informativa sui rimborsi
We hope you are delighted with your order. We understand that sometimes things just don’t work out, and we want to make the return process as smooth as possible for you.
If for any reason you are not satisfied, eligible items may be returned under the conditions outlined below.
Please read our return policy carefully before purchasing.
Returns Eligibility
We accept returns of full-price items within 30 days of delivery. To be eligible for a return, items must be:
-
Unworn, unwashed, and in perfect condition
-
With all original tags and packaging intact
-
Returned using protective packaging to avoid damage in transit
Returns that do not meet these conditions may be refused or subject to a partial refund.
How to Initiate a Return
Returns must be submitted through our self-serve online return portal. Simply log in to your account to request a return, print a return shipping label, and track your return progress. You’ll also find a link to manage your return in your order confirmation email.
Return shipping costs are the responsibility of the customer unless the return is due to a fault on our part. A prepaid label will be generated through the portal and the cost will be deducted from your refund.
If you need assistance, feel free to contact us at:
📩 returns@palaissanto.com
Refunds
Once we receive and inspect your return, we’ll notify you whether your refund has been approved. This decision is made based on the condition of the returned items.
-
If approved, refunds will be issued to your original method of payment.
-
Please allow up to 14 business days from receipt of your return for processing.
-
Refunds may take additional time to appear, depending on your bank or credit card provider.
Non-refundable fees:
-
Original shipping costs
-
Customs duties, import taxes, and international handling fees.
These charges are collected by your local customs authorities, not by Palais Santo. If your order was shipped DDP (Delivered Duties Paid), these fees were prepaid on your behalf and are not recoverable once the order clears customs. You may contact your local customs office regarding potential refunds.
Exchanges
If you'd like to exchange an item, we recommend returning the original item for a store credit and placing a new order for the desired item. This ensures availability and faster processing. Please contact us at Returns@PalaisSanto.com so we can make sure your exchange goes smoothly.
Cancellations
Orders cannot be cancelled once they have been dispatched.
If you need to make a change to your order, please contact us as soon as possible. While we cannot guarantee changes after payment, we’ll do our best to assist.
European Union 14-Day Cooling-Off Period
If your order was shipped within the European Union, you have the right under EU law to cancel your purchase within 14 days of delivery, without giving any reason.
To exercise this right:
-
Submit your request via our online return portal within 14 days of delivery
-
Return the items in original condition with tags attached, within 14 days of cancellation
-
Customers are responsible for return shipping costs
We will refund:
-
The price paid for the returned items
-
The cost of standard shipping (express or upgraded shipping is non-refundable)
Refunds will be processed within 14 days of receiving the return.
If the item has been handled beyond what is necessary to evaluate it, we reserve the right to deduct a portion of the refund to reflect any loss in value.
For complete details, see our Terms of Sale.
Non-Returnable Items
The following items are not eligible for return:
-
Items marked “Final Sale”
-
Gift cards
-
Customized or altered products
-
Personal care products (e.g. beauty items), for hygiene reasons
If you're unsure whether your item is returnable, please reach out with questions to returns@palaissanto.com before sending it back.
Faulty or Incorrect Items
Please inspect your order upon arrival and contact us immediately if any item is defective, damaged, or incorrect. You may initiate a return via our online return portal, including a brief note and a photo of the issue.
We’ll prioritize your request and provide a resolution promptly—whether that’s a refund, replacement, or store credit.
Contact Us
If you have any questions about returns, exchanges, or your order, please don’t hesitate to reach out.
📩 returns@palaissanto.com
💬 Or use the chat bubble on our website.