Refund policy

We want you to be happy with your purchase. However, as an online retailer we operate a strict returns policy to ensure fairness and hygiene for all customers. Please read the terms below carefully before placing your order.

By purchasing from our store, you agree to the returns conditions outlined in this policy.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, you must notify us in writing within the 14-day period by contacting our customer service team.

After notifying us, you must return the item within 14 days. Returns received outside the allowed return window may be refused and sent back to the customer.

To start a return, you can contact us at palmavenueuk@gmail.com where we will provide you with the returns address.

If your return is accepted, you must cover the shipping fees Items sent back to us without first requesting a return will not be accepted.

Qualifying returns

To qualify for a refund, all returned items must:

  • Be unworn, unwashed, and unused

  • Have all original tags attached

  • Be returned in original packaging

  • Be free from makeup, deodorant, perfume, hair, or marks

  • Include any hygiene seals intact where applicable

We reserve the right to refuse refunds if items show signs of wear, damage, or do not meet the above conditions.

Return Shipping

Customers are responsible for all return shipping costs unless the wrong item was sent

We strongly recommend using a tracked service, as we are not responsible for items lost in transit.

Original shipping fees are non-refundable.

Customs Refusal & Failed Delivery

Orders that are:

  • Refused at delivery
  • Not claimed
  • Returned due to unpaid customs duties or failure to complete customs clearance

may not be eligible for a refund.

If a refund is issued in such cases, it will be:

  • At our discretion, and
  • Reduced to cover all shipping, return, and handling costs

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards, all sales of this type are final.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at palmavenueuk@gmail.com.

We may deduct an amount for diminished value if the item has been handled beyond what is necessary to inspect it

Our right to refuse returns

We reserve the right to refuse returns that:

  • Do not meet our return conditions

  • Show evidence of wear or misuse

  • Are returned outside the allowed timeframe

Returned items that do not qualify for a refund may be sent back to the customer at their expense.