Shipping and returns

Please, use the below listing to check rates and estimated delivery times. 

America
Canada and the United States

• Shipping 3-6 working days with DHL Express: 10€
• Returns: 15€

America
(Other American countries that are not listed in the below group)

• Shipping 4-7 working days with DHL Express: 22€
• Returns: 15€

Asia / Oceania
Japan, South Korea, Australia, and New Zealand

• Shipping 3-6 working days with DHL Express: 15€
• Returns: 15€

Asia / Oceania
(Other Asia/Oceania countries that are not listed in the below group)

Spain
Peninsula and Baleares

• Shipping 1-3 working days with Correos Express: 5€
• Returns: 5€

Spain
Canarias, Ceuta and Melilla

• Shipping 2-4 working days with Correos Express: 12€
• Returns: 10€

United Kingdom

• Shipping 1-4 working days with DHL Express: 8£
• Returns: 10£
• All orders to the United Kingdom are shipped on DDP (Delivery Duty Paid)

Europe 
Andorra, France, Germany, Ireland, Italy, Portugal

• Shipping 1-4 working days with DHL Express: 6€
• Returns: 10€

Europe
Austria, Belgium, Czech Republic, Denmark, Luxembourg, Monaco, Netherlands

Please note that the shipping price does not include local import taxes, which may apply to shipments destined for countries outside the European Union. These expenses are not the responsibility of the brand and must be borne by the recipient of the parcel. Regrettably, we have no control over these charges and cannot provide an estimate, as customs policies and import duties vary by country.

The customer may assume full responsibility for all postal charges, return shipment costs, customs fees, and handling charges if they decline to accept a parcel due to import duties or taxes.

If the country of destination cannot be found in the checkout process, contact our customer service team at hola@palomawool.com to check the fee.

Return and exchange policy

Please note that items that were purchased on our archive sale or last chance category, are not eligible for return.

Once you have received your order, you have 15 days to make a return. You have to follow these steps:

1. Fill in this form with your order number, the reference (s) you want to send back, and the reason: https://palomawool.com/pages/returns

2. Once the return is accepted, you will receive an email with the prepaid return label* and the steps to schedule a pickup or the nearest DHL drop-off point.

3. The returned items should be packaged in their original condition with the original labels. If you are returning a bag or shoes, they must be placed inside their original box, and the return label should not be attached directly to the box. You can reuse our shipping bag or use a new one.

*There is a  fee for every return that will be deducted from your refund when the return is processed. Original shipping costs are not refunded.

The product must be in perfect condition, and the original labels must be included.

If you want to make an exchange for another size, you will need to make a return and place a new order. Please, email us at hola@palomawool.com to get a refund on the shipping costs that may be added to your second order.

Delivery failure

If, after two attempts, delivery of your parcel becomes impossible, we will try to find a safe place to leave it, and we will also leave a note to let you know where your package is and how to pick it up. If you are away from the place of delivery at the convened time, please contact us to agree on another delivery date.

If, 15 days after your parcel is available for delivery, the package has yet to be delivered for reasons not attributable to us, we will understand that you want to cancel the agreement, which will be terminated. Following that termination, we will refund you the price paid for these products as soon as possible, and within a maximum of 30 days from the date, we will terminate the agreement. In such a case, we will be authorized to charge you the transportation costs arising from the shipping and termination costs.