CAN I RETURN MY ITEM FOR A REFUND OR EXCHANGE?
As a small business we encourage you to opt for a credit or an exchange, however if for any reason you are not completely delighted with your purchase, we will accept a return for an exchange, full refund or a credit voucher. Credit vouchers expire after 120 days.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase. We will not be held responsible for any items damaged upon receipt back to us so please ensure all items are securely packaged.
Additionally, for all orders over $100- if you are to return all items within your order we will reduce your refund by 5% to cover our processing fees. As a small business the processing fees we incur from returns can become increasingly expensive so this small fee will cover this charge. Sale items are not eligible for return or refund but may be accepted for an exchange/credit voucher. Credit vouchers expire after 120 days.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns on swim wear, bodysuits, bras, panties or lingerie. Please get in touch with us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
HOW LONG AFTER PURCHASE CAN I MAKE A RETURN?
Returned items must be received within 14-days of receipt for US orders and 30 days for international orders.
HOW TO MAKE A RETURN:
You must contact us within 48 hours upon receipt and ensure the item is received back to us within 14 days. If not, your return will be refused. We will attempt to return the item back to you.
HOW LONG DOES A REFUND TAKE?
We strive to process all returns within 10-14 working days of delivery to us, at which time we will issue a full refund or exchange and will follow up with a return confirmation e-mail.
The refund will be processed back to your original method of payment. Please note we do not contact you when an item arrives back to us, but only once your refund / exchange has been issued 10-14 working days later. Please note that it may take additional time for the bank/credit card companies to credit your payment method.
CAN I GET MY SHIPPING FEES BACK?
We regret to inform you that any original shipping fees or return shipping charges are non-refundable unless the error was made on our part. In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.
I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED.
We are truly- sorry if we have made a mistake with your exchange/refund. Please send a message to firstname.lastname@example.org so we can fix this for you right away.
I HAVE RECEIVED A FAULTY ITEM.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item.
We are truly - sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process and has somehow slipped through our review. Please send us an image so we can address this and arrange for another one to be sent to you!
I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER.
We sincerely apologize if we have made a mistake with your order. Please send us a message so we can fix this right away.
DO I HAVE TO PAY FOR RETURN POSTAGE?
We are unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we are also not responsible for returns lost in the mail. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.
HAVE YOU RECEIVED MY RETURN?
Please allow up to 14 working days for your parcel to be returned to Palo Santo Couture. We will send you a confirmation email once your return has been refunded. If you haven’t received any communication from us after the 14 working day timeframe, please contact our customer care team with your order number and details of the items returned.
If you've returned more than one order in the same parcel, please allow 72 hours for processing of the return.