Delivery and returns

When placing an order..

You can place your order request for goods from the by clicking on the confirm order button at the end of the on-line order process. You will be guided through the process of placing an order by a series of simple instructions on the Website.

Once you have placed your order, we will send to you an email confirmation with your order details and value.

Unless we have notified you that we do not accept your order or you have cancelled your order by calling us on 01642 790000, our acceptance of your order and the completion of the order will take place when we have dispatched the goods ordered by you.

We have the right to cancel orders that look suspicious, or orders where a discount code has been applied that does not look correct.  

Please note: very rarely items are out of stock, if this happens we will contact you by phone or email and offer you a replacement size or item of similar value.

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.


We always make a big effort to send orders out quickly. However, at busy times, please allow up to seven working days for your Palava parcel to arrive. You will receive an email once your order has been dispatched. Orders are sent by Royal Mail recorded delivery or UPS depending on the size of the parcel, and each order requires a signature to release the parcel to the customer. 

If you require something to arrive quickly and you live with in the UK, you can use our Special Delivery service, if we have the item in stock we can send it out next day by Royal Mail or UPS so it can arrive at any time. If you have any queries, please pick up the phone and give us a call.

Regardless of how many items you order these are our rates:

Postage is free if you spend over £90 - this only applies to standard delivery within the UK  (2-4 days)

UK - Standard Delivery: £4.50 (2-4 days)

UK - Next Day Delivery:  £8.00 (Please order before 12pm to guarantee the order is dispatched for next day, any orders placed after 12pm will be dispatched the following day.  Orders placed on a Friday will arrive on Monday)

Western Europe: £14 (7-12 days)

Eastern Europe:  £14 (7-20 days)

USA/ Australia / Canada: £18 (7-14 days)

Rest of the world: £18 (7-20 days)

Please note: Our products are shipped from the UK and sold on an unpaid duty basis. Please bare in mind that you or the recipient may have to pay Import Duties/Taxes or a Customs Entry Fee upon or prior to delivery.




If you are in any way unsatisfied with your order, please get in touch and we will do our best to help you.  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.

Returned items should be in their original packaging and their original condition, (including the story book) and sent back within 28 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.

Please note that Storybooks must be returned with a dress or a £3 deduction will be made against your refund.

Any items returned after 28 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.

Please send all items back to:

Palava Returns
Radius Logistic Services
Unit D,
3 Portview Road
BS11 9LQ

If you have any other questions please just get in touch and we can help! / 01642 790000





Your use of this Website is governed by these Terms and Conditions set out below. By using any part of this Website, completing your customer registration with us and/or placing an order on the Website you agree to be bound by the Terms and Conditions.

Palava is the supplier of the goods, our company address is 44 High Street, Yarm, TS15 9AE, UK Company registration number: 09623660 VAT number: 224 6947 90

To be eligible to purchase goods on this Website and to lawfully enter into and form contracts on this Website under English law you must:

a) register to use the Website

b) be the holder of a valid debit/credit card

c) you warrant that the personal information which you are required to provide when you register as a customer is true, accurate and current in all respects. If your personal information changes then please notify us by emailing or if you are a registered customer you can update your details through the "my account" page.

d) you agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use



Please review our Privacy Policy, below.  This explains our use of information you provide via the Website, so that you may understand our privacy practices.

If you have subscribed to our newsletter, we will use your email address to tell you regularly about our products, promotions and special offers.  We promise not to bombard you daily, but we want to make sure you're kept up to date with all the new information. Emails will be sent from

If at any time you would like to unsubscribe from our newsletter, use the unsubscribe link in the emails received or contact us by email -

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.


 about cookies

When you provide us with Personal Information through this Website, we respect your privacy.

The purpose of this statement is to tell you what Personal Information we collect about you during your visit to this Website and what we do with that information. Your visit to and the sale of our goods to you via are subject to this Privacy Policy and our Terms and Conditions.

If you wish to access your Personal Information that you have submitted via the Website please visit "my account" page

What are cookies and how do we use them?

Cookies are small files that are stored on your computer, handheld pc or mobile as you browse various web pages. At 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.

Cookies do not collect or store Personal Information (e.g. credit card details, name, address etc.), and we do not use cookies in combination with your Personal Information.

If you want to buy products on our website, you will need to have cookies enabled within your internet browser. Your computer will automatically do this for you, and you don't need to change anything for this to happen. You can disable cookies by changing your browser settings to reject cookies; click here to find out how to disable/enable cookies. You will not be able to shop on our website if you disable cookies.

Please note that if you decide to 'share' content from our website with friends through social networks – such as Facebook and Twitter - you may be sent cookies from these websites. We don't control the setting of these cookies, so please check the third-party websites for more information about their cookies and how to manage them.