Frequently Asked Questions

Yes, as long as your package has not yet been shipped, it is possible to have the delivery address changed.
Please share your request at customerservice@palais.com.

The delivery time is mentioned on each product page. The delivery time differs per product. Palais has some products in stock, in this case the package will be sent within two business days after placing the order. Some of the products will be made after the order is placed. For these products the delivery time could take a bit longer.

If you have readily available and made-to-order items in your order, then for sustainability purposes we will use the longest delivery time for the entire order. Should you like to receive the stock part earlier, we will charge extra shipping costs for that. You can share your request with customerservice@palais.com.

Shipping costs vary by country and order value. Check the current shipping costs here.

Palais ships worldwide. Palais ships orders using DHL and PostNL. For international shipments, the package may be handed over to a local courier in the destination country. Palais has no influence on which local courier is selected for the final delivery.

Once your order is shipped you will receive a confirmation email containing the track & trace code of your package.

We recommend that you keep a close eye on it to prevent the package from being returned after an unsuccessful delivery attempt.

Returns within 30 days

We understand, it's not always the perfect match. Use the returnportal to register your return, the portal can be found here. The return portal is available for customers within the EU. This ensures that we can process your return flawlessly. We do not offer free returns. For each country, a standard return fee applies. This fee will be shown during the return registration and is paid directly in the portal. For our headboards, a €50 return fee will be charged due to the arrangement of special transport. Make sure the packing slip or your order number reference is present in the package.

If you are outside the EU, you are responsible for returning your order at your own expense. You may use the following address for the return label:

Palais Warehouse
Terminalweg 19A
3821AJ, Amersfoort
The Netherlands

We do not offer free returns. Within the EU, please use the return portal. The cost of a return label can be found below:

The Netherlands € 7,95
Belgium € 7,95
Luxembourg € 11
Germany € 6
Bulgaria € 36
Cyprus € 26
Denmark € 18
Estonia € 16
Finland € 24
France € 9
Greece € 25
Hungary € 14
Ireland € 21
Italy € 12
Croatia € 21
Latvia € 18
Lithuania € 16
Malta € 29
Austria € 10
Poland € 13
Portugal € 11
Romania € 28
Slovenia € 25
Slovakia € 16
Spain € 11
Czech Republic € 15
Sweden € 17

If you are outside the EU, you are responsible for returning your order at your own expense. You must use the following address for the return label:

Palais Warehouse
Terminalweg 19A
3821AJ, Amersfoort
The Netherlands

After your return is processed you’ll receive an confirmation email. The right amount will be transferred to the account that initially purchased the item. This happens within 14 days.

No, we do not offer the ability to exchange items. If you wish to receive a new item, please return your unwanted item for a refund and place a new order at www.palais.com

Yes. Our 30-day return policy applies to all products*.

*An exception to this policy are sold samples or items from a warehouse sale.

After the 30 days to return your product, Palais offers a 2 month warranty on her products. The warranty is not valid if the product shows defects due to wear and tear, wrong use, when you or others have altered the product or tried to alter the product, or improper use.

If it’s possible to repair a product, we will repair it. If not, we will deliver a new product. If the product can’t be repaired, but the same product is not in stock anymore, we will offer a refund.

You can pay on the webshop with a credit card, iDeal, Klarna and Paypal.

At Palais, we have various products with different delivery times. These range from 1-2 business days to 5-6 weeks. Klarna's payment term is 30 days. This means that Klarna may request payment before your order has been delivered. By choosing Klarna as a consumer, you enter into an agreement with Klarna - not with Palais. This also means that we cannot change the agreement you have with Klarna. Therefore, we have no influence on extending the payment term; for this, you must request an extension from Klarna.

Your gift card has a unique code you can cash in in your shopping cart online. This is the same space to fill in your discount code. Then we will deduct the amount from the refund due.

If you’d like to cancel an order you’ve already paid, you can send an email to customerservice@palais.com. Through this email address we will help you to cancel the order.

In the header of the website you’ll find an option to log in. When you click on that button there will appear a pop-up on screen. On the bottom of this pop-up there is an option to create your very own Palais account.

With a Palais account you have all the information concerning your orders in one place. A simple overview of your personal information, billing information, current orders, order history and information about your packages.

You can find all the information about our privacy policy here.

We’re sorry to hear you’re unsatisfied!  If you would like to tell us why, you can send an email to customerservice@palais.com. We will take a close look at the problem and try to find a way to solve the problem. We will do our very best to come with a solution within two workdays.