FAQ

We've recently added a 'pick up in the shop' option when checking out and choosing shipping. This is a more environmentally friendly way to receive your order and is free.

This will allow you to come and pick up your order in the shop after 24 hours (we might be even quicker!). Your order will be prepared in our little shop near King's Cross. You'll receive an email when your order is ready to pick up.

Pick up location

98 Caledonian Road
London
N1 9DN
Find us on Google Maps

Shop opening hours

Tuesday to Saturday  - 10am to 5pm
Sunday & Monday - Closed

Pick up not available?

If the item you want to purchase is not available for pick up in store, you can email us hello@palava.co and we can get it shipped in for you along with any other shipments we are sending to the shop. It might take a little longer, you might need to wait for a week. Zoe and Sam will explain everything over email and we'll let you know when your order is ready for pick up.

VAT-free Shopping

We have finally been able to remove UK VAT from our prices online if you are shopping from outside of the UK! As a consequence, we have retired our WeLoveEU discount code as the prices will automatically adjust when you select the country you are shipping to. Please email us hello@palava.co if you have any questions about this, we'd be happy to help!

Import Taxes, Duties & VAT in Your Shipping Country

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. 

Shipping to Europe

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.

Shipping to the Rest of the World

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

Rest of the world:£18 (7-20 days)

International Express Delivery £30 (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.

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. Full priced items should be returned in their original packaging in their original condition, within 14 days of receipt for a full refund. 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.

Download a Returns Form

If you need a new returns form, you can download one here. 

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.

UK Returns

For returns within the UK, you can use our Royal Mail portal. Click this link to their website, type in Palava and follow the steps. It will provide downloadable postage and we'll automatically deduct £3 from your refund. 

International Returns

Please fill in your returns form and send back to our Returns Address with the signed or tracked delivery method of your choice.

If you need a new returns form, you can download one here. 

For returns within the UK, you can use our Royal Mail portal. Click this link to their website, type in Palava and follow the steps. It will provide downloadable postage and we'll automatically deduct £3 from your refund. 

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Please send all items back to:
Returns Department

Palava Warehouse

The Grange,

Sowerby Under Cotcliffe,

Northallerton,

North Yorkshire,

DL6 3RE

Purchased an item online?

Please pop it back in the post to our warehouse address. If you have any other questions please just get in touch and we can help! hello@palava.co / 01642 790000

We're so excited to now offer trade-in options for Palava dresses you no longer wear as much as you would like. This way, we can rehome a Palava dress and you can earn credit to spend on our website!

This option is currently only available to UK customers (you can send it to us in the post - we'll pay for the shipping - or you can drop it off in store) for items that are eligible.

What items are eligible?

• Your item needs to be from our women's clothing range (we do not take back socks or homeware, or items from different brands).
• Your item needs to be in a good, wearable condition with no faults or damage. If your item needs repairing, please use our Palava Repair Workshop (our mending service) or email us hello@palava.co
• Your item needs to be clean and well packaged to make sure it gets to us without being damaged. It does not have to be the original Palava packaging.

If you've got any questions that we haven't answered, please feel free to email us hello@palava.co

TERMS AND CONDITIONS

Palava CUSTOMER IMAGE COMPETITION

This Competition will close at midnight on the final day of each calendar month that it is running. There is no entry fee and no purchase required. The competition is open to entrants both in the UK and internationally. The competition is open to people aged 18 or over, except employees of Palava (Bryony Designs Ltd) or anyone professionally associated with this promotion who upload a picture of themselves wearing Palava clothing on Instagram using the #PalavaMyWay. By entering the competition, you confirm you have the legal capacity to do so and agree to these terms and conditions. 

Palava’s decision is final and no correspondence will be entered into. Palava reserves the right to cancel or suspend the competition where necessary. Your statutory rights are not affected. The winners will be chosen at the end of the month and will be contacted via Instagram direct message. The winner must respond via direct message on Instagram within 48 hours in order to confirm acceptance and arrange receipt of their prize. Should the prize not be claimed within 48 hours, the winner may forfeit their right to the prize at Palava’s discretion. The prize is stated in the competition post and is subject to availability. Prizes are non-transferable and non-exchangeable. No cash or credit alternatives are available. If, due to circumstances beyond their control, Palava is unable to provide the stated prize, they reserve the right to award a substitute prize of equal or greater value. 

Winners and competition entrants agree to the use by Palava of their first name and instagram handle, and use of the winning image for promotional purposes for a period of five (5) years after the date the picture was first posted. 

This promotion is in no way sponsored, endorsed or administered by, or associated with, Meta, Facebook or Instagram.