If you are unhappy with your order, please get in touch and we will do our best to resolve any problems.  If you would like to return the item for a refund or an exchange, then please fill the returns form out stating the reason for the return and in the case of an exchange – what you would like to exchange for.  If you’d like us to reserve the item for you, please just get in touch. Full priced items should be returned in their original packaging in their original condition, within 14 days of receipt for a full refund. Any full priced items returned after 14 days will not be refunded back onto the card you paid with. Instead you will receive credit on your account which will remain there for 1 year.

During sale times, the return period is also 14 days. Items returned after the 14 days won’t be refunded back onto the card, but you will receive a credit note, to be spent within 1 year.

Download a Returns Form

If you need a new returns form, you can download one here. 

Please state clearly the reason for return.

We would always recommend using recorded delivery service as proof of delivery. Proof of posting is not proof of delivery and all goods remain the responsibility of the customer until they are returned and received by Palava.  Once the item has arrived back at our warehouse please allow up to 5 working days for the order to be processed and an exchange or refund issued.

UK Returns

For returns within the UK, you can use our Royal Mail portal. Click this link to their website, type in Palava and follow the steps. It will provide downloadable postage and we’ll automatically deduct £3 from your refund. 

International Returns

Please fill in your returns form and send back to our Returns Address with the signed or tracked delivery method of your choice.