Refund policy
14-Day Return Window
You may request a return within 14 days of receiving your order.
To be eligible, items must be:
- Unworn, unused, and in original condition
- Free from scratches, marks, or residue
- Returned with all original packaging, boxes, pouches, tags, and certificates
- We might request the receipt or proof of purchase.
- Sent back within 14 days of delivery confirmation
Free Returns — Australia & New Zealand
Customers located in Australia and New Zealand are eligible for free returns within the 14-day window. We will provide a prepaid return label once your return is approved.
International Returns — US, UK & Canada
Customers in the United States, United Kingdom, and Canada may return eligible items within 14 days.
- If the item is damaged, defective, or incorrect, we will provide a free prepaid return label.
- For change-of-mind returns, the customer is responsible for return shipping costs.
To start a return, you can contact us at palete.aus@gmail.com with the following details:
- Name
- Order number
- Item you wish to return
- Reason for return
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Non-Returnable Items
Due to hygiene and customisation reasons, certain items such as earrings might be non-returnable. Unfortunately, we cannot accept returns on sale items or gift cards.
Faulty or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 72 hours of delivery.
We will arrange a replacement or full refund, and provide a free return label for all regions.
International Duties & Taxes
Import duties, VAT, or customs taxes paid by the customer are non-refundable.
If a return shipment back to Australia incurs duties, the customer may be responsible for these charges unless the return is due to our mistake.
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.
Exchanges
If you would like to exchange an item, please start a return request.
- For international customers, exchanges will be processed as a refund followed by a new order
- This helps avoid customs issues and speeds up processing
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 palete.aus@gmail.com. Original shipping fees (if any) are non-refundable unless the return is due to our error.
Need Help?
Our team is here to assist you with any questions about returns or exchanges.
Contact us anytime at palete.aus@gmail.com.