Frequently Asked Questions

In need of help? Take a look at our frequently asked questions. If your question is not listed in the overview or if you are in need of additional assitance, please do not hesitate to contact us. It is also possible to navigate directly to our Shipping & Returns, Privacy Policy or Terms & Conditions.


The delivery time differs per product. Palais has some products in stock, in this case the package will be sent within two workdays 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.

Palais delivers its products worldwide.

Shippingrates differ per country. Check the shippingrates for your country in our overview.

Every package has its own track & trace code. As soon as the package is sent out, you will receive an email with a link to see all the information of your package, including the track & trace link.

Didn't find an answer to your question? Please contact us by clicking here or mail to


Of course we hope that you’re satisfied with your purchase. If not, you have 30 days to return the product. A product that is made to your personal preferences is unfortunately not returnable. Register your return via our return form and we will ensure that you receive a return label within 1 business day, with which you can return your package free of charge. Wrap the article that you would like to return in the original wrapping or in another firm box. Close the box and tape it with care.

De return costs are for us. The secure packaging and responsibilities for that is at your expense.

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.


When you would like to exchange a product, you can state that in the return form on the website. After we’ve received the package, you’ll receive an email with a voucher worth the value of the returned product. With this voucher it’s possible to buy the product of your choice.


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 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.

If you look at the pop-up of the login page there is a link ‘Lost your password?’. If you click on that link, you’ll find a page to create a new password. Fill in your email address and you will receive a link to create your new password.

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 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.

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