Shipping and returns

For the holiday shopping season, orders placed from November 25th can be returned until January 8th.

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

Once you have received your order, you have 15 days to request a return. Once we create and send you the return label, you have 5 days to process the shipment. Any return sent outside the specified timeframe will not be refunded and will be made available for the client to pick up again at our warehouse at their own expense.

You have to follow these steps:

1. Access our returns portal and follow the steps to process your return.

2. Once the return is accepted, you will receive an email with all the steps to drop off your package.

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.

4. If you are returning a product that it is faulty or wrong, please follow the below steps and upoad pictures to the return portal, our CS team will review it and give you a solution.

*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.

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.