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 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. The delivery time is mentioned on each product page.

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.

• Shipments within Europe are sent with DHL.
• Shipments outside Europe are sent with PostNL and once arrived in the destination country the package is transferred to the local parcel service.

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.

We understand that it can't always be love at first sight. After receipt you have 30 days to register your order as a return, you do this using our return form.

Please note that some products fall under our different return policy, we cannot accept returns. If a product is subject to a different return policy, this will always be mentioned on the product page. This includes products made to your personal preference and our lampshades.

By filling out the return form, we can process it flawlessly. After completing the form you can send the package to the address below. Make sure the packing slip or the reference of your order number is present in the package.

Palais Warehouse
Terminalweg 19A
3821AJ, Amersfoort
The Netherlands

Unfortunately we do not offer free returns outside the Benelux*. You are responsible for the shipping costs of your return and for safe packaging. We always recommend to use a label with track & trace code. Without track & trace we can not take responsibility for the package.

*Are you from the Benelux? Then fill in the return form and we will make sure you receive a free return label.

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 one year 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.

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.