Dear Palava Friend,

Just as we craft our collections—from our heritage-knit cardigans to our playful children’s dresses—with intention and care, we want your shopping experience to be filled with confidence and ease. We understand that sometimes a piece needs to be returned or exchanged, and we’ve designed this process to be as transparent and straightforward as our collections.

Your satisfaction is the foundation of our relationship. If your Palava piece isn’t quite right, we’re here to help make it right.

Our Returns & Exchanges Policy at a Glance

  • Return & Exchange Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, unwashed, and in their original packaging with all tags attached.
  • Process: Start by contacting our customer care team at [email protected] to receive a Return Authorization (RA) number and instructions.
  • Refunds: Issued to the original payment method within 10 business days of us receiving your return.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility.

A Note on Our “Made from Leftover Fabric” Collection:
In the spirit of sustainability and mindful creation—core to our Made from Leftover Fabric collection—please note that items from this special range are final sale. Due to the unique, one-of-a-kind nature of these garments crafted from remnant materials, we cannot accept returns or exchanges for these particular pieces. We thank you for supporting our mission to reduce waste.

Step-by-Step Guide to Returns & Exchanges

Step 1: Contact Us (Within 15 Days of Delivery)

Please reach out to our friendly customer care team within 15 days of receiving your order. Email us at [email protected] with your order number and details about the item you wish to return or exchange.

You can use the template below to ensure we have all the information we need to assist you quickly.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Palava Sale Store Team, I would like to request a return/exchange for my recent order. Order Number: [Please insert your order number] Item(s) for Return/Exchange: [e.g., Women’s Dresses – “Dress Name”, Size M] Reason for Return/Exchange: [e.g., Size Exchange, Color Change, etc.] Please send me the Return Authorization number and instructions. My full name is: [Your Full Name] The shipping address on the order is: [Your Shipping Address] Thank you for your help. Best regards, [Your Name]

Step 2: Receive Your Instructions & RA Number

We will respond within 24-48 hours (with the same care we put into answering all customer inquiries) with a Return Authorization (RA) number and the return address. Please do not send any items back without this RA number, as it helps us process your return promptly upon arrival.

Step 3: Pack & Ship Your Return

Securely pack the item(s) in their original packaging, including all tags. Enclose a copy of your original packing slip or a note with your RA number and order number. Ship the package to the address we provide, using a trackable shipping service. We recommend keeping your tracking number for reference.

Please note: You are responsible for the return shipping costs. We cannot be held responsible for items lost in transit without a tracking number.

Step 4: Our Inspection & Your Refund/Exchange

Once we receive your return, our team will inspect it to ensure it meets our return conditions (unworn, unwashed, with tags).

  • For Refunds: We will process your refund to the original payment method (Visa, MasterCard, JCB, or PayPal) within 10 business days of receiving the return. The refund timing to appear on your statement will depend on your bank or payment provider.
  • For Exchanges: If the requested size or item is in stock, we will ship it to you as soon as possible. You will receive a tracking notification via email. If the exchange item is not available, we will contact you to discuss options, including a refund or store credit.

Original shipping fees (for Standard or Free Shipping) are non-refundable.

Frequently Asked Questions

What if my item is faulty or incorrect?

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected]. We will cover the return shipping costs and expedite a replacement or full refund for you.

Can I return sale items?

Yes! Regular sale items from our Women’s, Children’s, Baby, Knitwear, Accessories, and other collections can be returned or exchanged within the 15-day window, provided they meet the return conditions. As noted above, only items from the “Made from Leftover Fabric” collection are final sale.

Do you offer international returns?

Yes, we accept returns from all the regions we ship to (globally, excluding some remote areas in Asia). The return process is the same. However, international customers are responsible for any return shipping costs and potential customs duties.

How long does an exchange take?

Once we receive and process your return, we aim to ship your exchange item within 1-2 business days. Delivery times will then follow our standard shipping timelines (10-25 business days depending on the service).

We’re Here to Help

Your peace of mind matters to us. If you have any questions about our returns process, please don’t hesitate to reach out. Our team is here to assist you with the same warmth and attention to detail we promise in every stitch of our collections.

Palava Sale Store Customer Care
Email: [email protected]
Address: 3521 Stargate Circle, Anchorage, US 99517
We strive to respond within 24-48 hours.

Thank you for being part of our Palava community.

With care,
The Team at Palava Sale Store