Refund policy

UK and EU customers have a legal right to cancel their order and request a return within 14 days of receiving their item, for any reason, without needing to provide a justification. This is a statutory right under UK and EU consumer protection law.

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 your receipt or proof of purchase.

To start a return, please contact us at hello@palabras-shop.co.uk within 14 days of receiving your item. We will confirm your return and provide instructions, including the address to send your item back to. Items sent back to us without first requesting a return will not be accepted.

 

Damages and issues

Please inspect your order upon reception and contact us within 30 days of receiving your item at hello@palabras-shop.co.uk if it is defective, damaged, or if you receive the wrong item, including a photo of the issue. We will evaluate your claim and arrange a free replacement or refund as quickly as possible. You do not need to send the item back to us. This applies regardless of the 14-day window above where the fault lies with us.

Exceptions / non-returnable items
Certain items cannot be returned, including custom or personalised products and items marked as final sale. Please get in touch if you have questions about a specific item.

 

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please note it can take extra time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@palabras-shop.co.uk.