In-store return policy

How to return a product purchased in-store:

1. As an exception for the holiday period, purchases made from November 29th onwards may be returned until January 7th. Simply visit the space and show your order confirmation email at checkout.

2. Our team will process the refund on-site. Please note that it may take 5–8 business days for the amount to appear in your account.

How to return a product purchased in-store that has been shipped from our warehouse:

1. As an exception for the holiday period, purchases made from November 29th onwards may be returned until January 7th.

2. You can return the item in person at the space, and our retail team will process your return free of charge. If you're unable to visit the space, please contact our customer care team at hola@palomawool.com . They will inform you of the return fee and send you an email with the prepaid DHL Express label, along with instructions to schedule a pickup or locate your nearest DHL drop-off point.

 

Products must be in perfect condition and retain the original tags for the return to be accepted. Any product showing signs of use or returned after the deadline will not be eligible for a refund.