FAQ

Delivery

  • To what countries does Palais deliver its products?
    Palais delivers her products worldwide.
  • How much does the shipping of my package cost?
    ORDER VALUE < €50.- ≥ €50,-
    The Netherlands, Belgium, Germany €3.95 Free delivery
     

    Luxembourg, Denmark, France, Poland, United Kingdom, Austria

    €5.95 Free delivery
     

    Ireland, Sweden, Italy, Spain, Portugal, Finland

    €11.95 €5.95
     

    Estonia, Hungary, Latvia, Lithuania, Romania, Slovenia, Slovakia, Czech Republic, Greece

    €19.95 €13.95
    ORDER VALUE < €200,- ≥ €200,-
    Canada, United States €19.95 Free delivery
     

    Australia, China, Hong Kong, India, Israel, Japan, New Zealand, Singapore, Taiwan, United Emirates, South Korea

    €24.95 €4.95
    Norway, Switzerland €29.95 €9.95
    Turkey, South Africa €39.95 €19.95
    All other countries €49.95 €49.95
  • What is the estimated delivery time for my package?
    The delivery time differs per product. Palais has some products in stock, in this case the package will be sent within one workday 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. Under each product the delivery time will be mentioned.
  • How can I trace my package?
    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.

Returns

  • How do I return a product?
    Of course we hope that you’re satisfied with your purchase. If not, you have 14 days to return the product. A product that is made to your personal preferences is unfortunately not returnable. 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. You can send the package, with your name er ordernumber mentioned on it, to:Pakkettenfabriek
    Conservenweg 116
    2371 DT Roelofarendsveen
    The Netherlands
  • For whom are the cost of the retour and the responsibilities?
    De cost and the responsibilities are for your account. We advise you to add a Track & Trace code to your return, in case something would happen to the package.
  • When do I receive the refund after returning a product?
    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.


Exchange

  • How do I exchange a product?
    When you would like to exchange a product, you can state that in the return form on the website. You can send the package to the address mentioned in the text above. 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.

Warranty

  • For how long do I have a warranty on my product?
    After the 14 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.
  • What solutions does Palais offer when I make use of the warranty?
    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.

Payment

  • With which payment method can I pay on the website?
    You can pay on the webshop with a credit card, iDEAL and Paypal.
  • How can I use my gift card or discount coupon?
    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.
  • How can I cancel an order after I’ve already paid?
    If you’d like to cancel an order you’ve already paid, you can send an email to sales@palais.com. Through this email address we will help you to cancel the order.


Account

  • How do I create a Palais account?
    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.
  • What are the pros of a 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.
  • I forgot my password and/or username…
    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.
  • What is your privacy policy?
    You can find all the information about our privacy policy here.


Complaints

  • How can I file a complaint?
    We’re sorry to hear you’re unsatisfied!  If you would like to tell us why, you can send an email to sales@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.