For information on deliveries in time for Christmas & extension of returns, please click HERE. Please bear in mind that Royal Mail strikes and the consequent increase in demand for other couriers will affect delivery times. We advise you to order your gifts as soon as possible to guarantee delivery in time for Christmas.
UK DELIVERIES
Free UK Standard Delivery on all orders over £90
Standard Delivery - £4.50 Royal Mail, delivery usually in 2-4 days. Online tracking available.
Next Day Delivery - £7 Royal Mail. Please order by midday to guarantee your order is dispatched for next day delivery. Orders placed after 12pm may not be dispatched until the following day. Orders placed on a Friday will arrive on Monday. Online tracking available.
Saturday Delivery - £24
Royal Mail or UPS. Orders must be placed before midday on Friday to guarantee Saturday delivery. Online tracking available.
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INTERNATIONAL DELIVERY CHARGES
Western Europe: £14 (7-12 days)
Eastern Europe: £14 (7-20 days)
EU customers, please note: With the United Kingdom having left the EU, there are now some changes affecting EU customers. Palava products are shipped from the UK and sold on an unpaid duty basis. This means that we cover the postage charges out of the UK, but not any new charges incurred upon delivery to an EU country. Please bear in mind, that you or the recipient may have to pay Import Duties/Taxes or a Customs Entry Fee upon or prior to delivery. This differs from each country, so please check your local regulations beforehand. Each country is subject to their own laws for import of goods, taxes and duty. See the notes below.
USA/ Australia / Canada: £18 (7-14 days)
Rest of the world: £18 (7-20 days)
International Express Delivery £25-£35 (Fedex/UPS) - (3-4 days)
Please note: Our products are shipped from the UK and sold on an unpaid duty basis. Please bear in mind that you or the recipient may have to pay Import Duties/Taxes or a Customs Entry Fee upon or prior to delivery. Each country is subject to their own laws for import of goods, taxes and duty, please check your national regulations for guidance.
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ADDITIONAL INFO: EU CUSTOMERS & BREXIT
EU customers: Enjoy 20% OFF orders
We know that Brexit has affected both customers and small business in the UK and EU countries, who found themselves sometimes affected by unexpected import duty taxes or customs fees.
We're pleased to announce an exclusive discount to our EU customers:
Enter code WeLoveEU upon checkout to receive 20% off on EU orders across the entire Palava range.
*Please note this discount code cannot be combined with other promo codes. Only one code can be applied at a time.
Palava products are shipped from the UK, but please keep in mind, that you or the recipient may have to pay duty and VAT upon or prior to delivery. This differs for each country, so please check your local regulations beforehand. Each country is subject to their own laws for import of goods, taxes and duty. You may not be charged anything, or be able to claim back any duty fees, however, we hope the 20% discount will help offset any potential Brexit related costs for our customers. If you have problems applying the code on our website, please email hello@palava.co and we'll be happy to assist and reimburse you with the 20% off for EU orders.
FAQ
1. Will I have to pay more now for EU shipping?
No, we haven't increased our delivery fees for EU customers, despite increased costs to ship to EU countries. Instead we have absorbed the additional postage costs and staff resources for the paperwork.
2. Will I be charged for Duty/Tax by customs on arrival of my parcel?
You may be charged tax for your order on arrival by the country of destination and this is not imposed by Palava.co, these taxes are referred to as “Import Taxes”. We thus advise looking into the national taxes imposed by your country on the import of goods from UK merchants. We have seen in the past that not all international sales are subject to import duty and taxes, but that does not mean that on arrival the individual country will not impose these charges. Charges on imports are often based on the destination country, product type, product value, county of origin, and declaration of use of goods. If goods are of a low value certain countries may not impose duty charges, but we highly recommend you look into the guidance provided by the local governing body that manages your country’s imports and tax charges.
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.
If you need a new returns form, you can download one here.
Full priced items should be returned in their original packaging in their original condition, within 14 days of receipt for a full refund. 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.
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.
Please send all items back to:
Returns Department
Palava Warehouse
The North Wing,
Sowerby Under Cotcliffe,
Northallerton,
North Yorkshire,
DL6 3RE
Purchased an item online?
Please pop it back in the post to our warehouse address. We are unable to accept and process refunds/exchanges at our London shop.
Purchased an item in our London store?
You are welcome to return the item to our London shop for a refund only, we cannot process exchange items in the shop. Or you are welcome to post it back to our warehouse, please email us for a returns form with instructions on how to return the item.
If you have any other questions please just get in touch and we can help!
hello@palava.co / 01642 790000
TERMS AND CONDITIONS
About Palava
Our company address is 44 High Street, Yarm, TS15 9AE,
UK Company registration number: 09823660
VAT number: 224 6947 90
PRIVACY AND COOKIES POLICY
Please review our Privacy Policy, below. This explains our use of information you provide via www.palava.co so that you may understand our privacy practices.
Using Palava.co
When you visit www.palava.co we will collect certain information about you depending on how you use the site and whether or not you are logged into your account and make a purchase.
If you make a purchase we will collect your name, address, telephone number and/or email address. This information will be used to process and fulfil your order.
We have the right to cancel orders that look suspicious, or orders where a discount code has been applied that does not look correct.
We may not accept your order if we are unable to obtain authorisation for your payment or if we identify a product or pricing error. We reserve the right to cancel any orders we deem fraudulent.
Once an order has been dispatched, it cannot be cancelled. You will need to return the order to us and then we can refund you the order value excluding delivery.
Confidentiality
By using the website, you agree to keep your password and account details confidential, and to take all reasonable measures to prevent unauthorised access to your account. You are responsible for all actions that occur in relation to your account. If you have reason to believe that your password has become known to somebody else, or is likely to be used in any way that is unauthorised by you, you should contact us immediately. If you forget your password we will reset it upon your request and send it to the email address you registered with. All the personal information that you provide will be held in accordance with the Privacy Policy.
You can cancel your account anytime, please contact us and we will arrange this.
We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including product descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order.
All prices indicated for products available via the website are inclusive of VAT (where applicable) at the current rates and are exclusive of delivery charges. The total cost of your order is the price of the products ordered plus VAT and delivery charges as set out in the delivery section of the website. Payment can be made by any of the methods specified in the payment section of this website and payment will be debited and cleared from your account as set out in the payment section of this website.
Our Website
Our website is hosted by Shopify, providing our online e-commerce platform.
The data you provide is stores through Shopify’s data storage and database and is kept on a secure server behind a firewall.
When placing an order you have the choice of paying by Shopify Payments which is fully PCI compliant. You can find out more information about their payment system by clicking here.
Email Marketing: We operate a double opt in process which involves confirming your sign-up via email before you receive any marketing information from us. This ensures you do not sign up by mistake.
Marketing emails will be sent via hello@palava.co. You can unsubscribe at any time - an unsubscribe link is found at the bottom of every email we send. Alternatively, you can contact us by email and ask to be removed from the list.
Our marketing emails are sent via Mailchimp. You can read their security policy by clicking here.
Online Marketing: We advertise through Facebook and Instagram. If you follow us on either of these social media platforms or accept cookies on our website, you might see adverts pop up on Facebook or Instagram.
You can change your Facebook and Instagram Advert Settings click here.
Your privacy is very important to us. Palava will never sell or give your details to any other company.
COOKIES
If you wish to access your personal information that you have submitted via www.palava.co please visit "my account" page.
Cookies are small files that are stored on your computer, handheld pc or mobile as you browse various web pages. At www.palava.co we use cookies to make sure that our site is easy to use and you can browse without experiencing any problems. For example, one of the most common uses of cookies is to keep track of what you place in your basket – without cookies enabled our website would not remember what you have asked it to do.
Some aspects of the website use cookies to track traffic patterns of our users. This is in order to analyse how useful the website is and the information it provides. The information is not used in correlation with individual users and this information is not shared with any third party.
User ID may be contained in a cookie for tracking the pages that have been visited, but the only personal information is that which you supply yourself. A cookie cannot read information from other websites or from your hard disk.
You can refuse all cookies by turning them off on your browser. You do not need to have cookies turned on on our website - although you will need them to be turned on if you wish to place an order. To find out how to remove cookies, see more here.
Third Party Websites
Our website contains links to other third party websites. This privacy notice does not cover these links or the way that your personal data may be used by the third parties who operate these sites. Please read carefully any privacy policies on other websites you visit, especially before you provide them with any further information.
By using our website, you (the visitor) agree to allow third parties to process your IP address, in order to determine your location for the purpose of currency conversion. You also agree to have that currency stored in a session cookie in your browser (a temporary cookie which gets automatically removed when you close your browser). We do this in order for the selected currency to remain selected and consistent when browsing our website so that the prices can convert to your (the visitor) local currency.
Data Request - Your Information
You can request details of and a copy of the personal information that we hold about you by making a subject access request under the Data Protection Act 1998. Please contact the Data Protection Officer at the address below to make a request. A small charge may apply.
We want to make sure that all of the information we hold about you is accurate and up to date so please let us know if we have got anything wrong.
If you have any questions, concerns or comments about this privacy notice or our use of your personal information please contact us:
