FAQ

1. WHERE IS MY PACKAGE? 
  

If your package has been shipped, you will receive an email from us with the tracking number for the package. This system is connected to a global tracker, and it may take a little time to get the information from your local carrier. You can also go to TRACK and enter your tracking number there for more information.

 

2. WHEN CAN I BEGIN TRACKING MY ORDERS?

Order processing time usually take up 3-4 business days before shipment. Deliveries can take up to 1 to 4 weeks depending what you purchased and where you are located. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office. 

 

3. MY TRACKING HAS NOT UPDATED FOR A WHILE, WHAT IS WRONG?

If your order takes longer than 3-4 weeks, it usually it means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up and send back on its way to you.

Please be patient for a little longer and understand that we are doing our very best to rush your orders for you. Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, mail forwarding, to your local postal office.

We ship via parcel because private companies such as DHL or Fedex very high and unreasonable import taxes and customs fees. In order to offer our customers the best price and help you to avoid expensive domestic taxes and fees, we ship our products in parcel. We really appreciate your patience in this :)

 

4. WHAT IF MY ORDER IS LOST IN TRANSIT?

Rest assure, all our orders are protected. If your order does not arrive to you or gets lost in transit, we can resend the item to you or issue you a store credit.

 

5. CAN I BE SPONSORED OR MAKE MONEY BY RECOMMENDING YOUR PRODUCTS? 

Yes, for more information and instructions on our sponsorship, see the INFLUENCER PROGRAM page in your menu :)

 

6. WHERE IS PALMZONE STORE LOCATED? 

We are located in Europe, but we work with worldwide wholesalers, so we are able to ship worldwide without any hassle.

 

7. WHAT SIZES ARE AVAILABLE FOR YOUR CLOTHES?

We offer standard sizes for all clothes, however some items may have unique sizes, so please check out the sizing charts on the product page. Each product should have their own measurements for you on the product page to compare yourself against. If there are none, let us know by email, and we can send them to you!

    
      
8. WHAT IS THIS STORE'S RETURN AND EXCHANGE POLICY?
 

If the product is in perfect condition, i.e. as you received it. You can return the product to us within 15 days of receiving the product. See more REFUND POLICY.

Please make sure you are ordering the correct item, size, and color. Make sure to read the measurements listed within each product description. The buyer bears the cost of return shipping.
 
  
9. WHICH COUNTRIES DO YOU DELIVER TO?
 
We proudly offer for FREE shipping worldwide. We do this via parcel, this way you can avoid any import taxes for orders below $1000.  We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you).
  
  
10. I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS? 
 
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.
  
11. WHAT ABOUT POSSIBLE CUSTOM FEES? 
  
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country if your order exceeds $1000.
   
12. WILL THIS ITEM GET TO ME BEFORE _________? 
  
If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.
  
  
13. CAN I CHANGE MY ADDRESS/ORDER? 
 
Please email us as soon as possible if you wish to change or cancel your order. Note that once the item has been fulfilled and marked as shipped, we are not able to make any changes or cancellations to your order.
   
Have a question?
E-mail us at office@palmzone.eu