Delivery and Returns Policy
Shipping & Returns Policy – Palm and Pearl
At Palm and Pearl, a small family-run boutique, we truly appreciate your order. We work hard to deliver the best experience from checkout to delivery. Below is our full shipping and returns policy so you can shop with confidence.
Processing & Delivery Timeframes
Our products are dispatched directly from our partner warehouse in China. This helps us significantly reduce transport, storage, packaging and logistics costs, allowing us to offer fair prices without compromising quality.
- Processing time: 1–2 business days
- Delivery time: 7–14 business days
Important note: Due to rapid growth, we’re transitioning to a new warehouse. Some items may experience an exceptional delivery timeframe of 20–25 business days.
Shipping Fees
Standard shipping is normally $4.95 AUD per item, but right now shipping is free as part of a special promotion. If you choose to return an item, return postage and the original shipping fee are at your expense.
Order Tracking
Once your order ships, you’ll receive an email with a tracking link. You can follow your parcel at any time via our tracking partner. Initial tracking events may take 2–3 days to appear.
Delivery Issues
Damaged item
In the rare event an item is damaged in transit, please email clear photos of the damage along with your order number to info@palmandpearl-boutique.com. We’ll send a replacement free of charge (no immediate refund at this stage). If a second defect occurs, you may choose a full refund or a return.
Lost parcel
If your parcel is lost or undeliverable due to logistics issues, we’ll send a new parcel at no cost before considering a refund.
Refused / failed delivery
If delivery is refused or the courier is unable to deliver after repeated attempts, the parcel will be held at the post office. You have 7 days to collect it. After that, it will be returned to the warehouse. We will reship it once for free. If a second delivery attempt fails, $15 AUD will be deducted from any future refund.
Returns & Refunds
Our returns policy is firm and must be followed at all times. You have 30 days from the date of delivery to request a return.
Eligibility
- Item must be in its original condition (unused, unwashed, undamaged) with all original tags and packaging.
- The return request must be made within 30 days of receipt.
- Proof of purchase (invoice or order number) is required.
- You must provide a clear reason along with photos confirming the item is new and unused.
- Hygiene products (underwear, cosmetics, etc.) cannot be returned.
Return Process
- Contact info@palmandpearl-boutique.com to obtain a Return Authorisation and instructions.
- Returns must be sent to our Asian warehouse.
- Return postage costs are the customer’s responsibility.
- A trackable number is required. Without tracking, we can’t guarantee receipt and the refund may be cancelled.
Any return sent without prior approval will not be accepted and no refund will be issued.
Faulty or incorrect items
- Contact us immediately with clear photos of the defect or error.
- A replacement parcel will be sent free of charge (no refund at this stage).
- If the issue recurs, you may choose a full refund or a return.
- If you’re unhappy with the proposed resolution, you may return the product at your expense under the standard return conditions.
Wrong size
- If the size isn’t right, refunds are processed only after we receive and approve the return.
- Exchanges are available once the return is approved.
Product exchanges
- Please return the current item first.
- Once the return is approved, you can place a new, separate order.
Refunds
- After we receive and inspect your return, a refund will be issued within 3–5 business days to your original payment method.
- Bank processing may take a few extra days. If it has been more than 15 business days, please contact us at info@palmandpearl-boutique.com.
Cancellations
Once an order is confirmed, it cannot be cancelled. If you change your mind, please wait for delivery and then follow the return process above.
Customs
Because we ship from Asia, some parcels may be inspected by customs. Since 1 July 2021, charges may apply in certain situations; however, this remains very rare (less than 1% of cases).
Product Origin
We work with carefully selected suppliers primarily in Asia. Every item is rigorously checked before dispatch. Our goal is to offer unique pieces at fair prices.
Need Help?
Check our FAQ or email us at info@palmandpearl-boutique.com. Our customer service team replies 7 days a week, usually within 24 hours.