Delivery Policy
Shipping Policy – Palm and Pearl
At Palm and Pearl, a small family-run boutique, we truly appreciate your order. We do our best to provide you with the smoothest experience possible, from checkout to delivery. Here’s our detailed shipping policy so you can shop with confidence.
Processing & Delivery Timeframes
Our products are shipped directly from our partner warehouse in Asia. This allows us to significantly reduce costs for transport, storage, packaging and logistics, while keeping our prices fair for you.
- Processing time: 1–2 business days
- Delivery time: 7–14 business days
Important note: Due to rapid growth, we are currently transitioning to a new warehouse. Some products may therefore experience an extended 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 limited-time promotion. If you choose to return an item, return postage as well as the original shipping fee will be your responsibility.
Order Tracking
Once your order has been dispatched, you will receive an email with a tracking link. You can use this link to follow your parcel at any time through our tracking partner. Please note: initial tracking updates may take 2–3 days to appear.
Delivery Issues
Damaged item
In the rare case that an item arrives damaged, please email us a photo of the damaged product along with your order number at info@palmandpearl-boutique.com. We will send you a replacement free of charge. Refunds are not available at this stage.
Lost parcel
If your parcel is lost or cannot be delivered for logistical reasons, we will resend a new parcel at no cost before moving to a refund procedure.
Refused delivery / Failed delivery
If delivery is refused or missed repeatedly, the parcel will be held at the post office. You will have 7 days to collect it. If not collected, the parcel will be returned to the warehouse and we will reship it once for free. If a second delivery fails, $15 AUD will be deducted from any future refund.
Customs
Because we ship from Asia, some parcels may be inspected by customs. Since 1 July 2021, customs duties may apply in some cases, although this is very rare (less than 1% of orders).
Product Origin
We work with a carefully selected network of suppliers, mainly in Asia, chosen for their reliability and quality. Every product is thoroughly checked before dispatch. Our mission: to bring you unique, affordable pieces you won’t find in traditional retail stores.
Questions?
Check our FAQ or contact our customer service team at info@palmandpearl-boutique.com. We are available 7 days a week and usually respond within 24 hours.