DELIVERY AND RETURNS

When placing an order..

You can place your order request for goods from the www.palava.co 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.

 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)

UK Saturday Delivery £24 (Place orders before 12pm on Friday to guarantee next day Saturday delivery.)

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)

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 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.  

 RETURNS

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.

Full priced items should be returned in their original packaging and their original condition, 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.

During sale times, the return period is 14 days, so please do return any items purchased in our sale within 14 days for a full refund. Items returned after the 14 days won't be refunded back onto the card, but will be put onto a voucher for you to spend online.

For full priced items, 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:

 DELIVERY & RETURNS, COVID-19

Our website and small Yorkshire warehouse is running as usual, but we are protecting our staff so now until further notice - your order is being packed up and dispatched by Bryony, our founder!

All orders are being processed and shipped as normal, but please do allow a few extra days for your parcel to leave the warehouse. We'll be including a complimentary Storybook in all our orders to keep you all hopefully a bit cheered up! Royal mail services will go out as normal as will international mail. If this changes we will let you know here. Royal mail can no longer guarantee deliveries by 1pm the next working day so we will not offer this service at the moment.

If you would like to get in touch or have any questions, please drop us a message: We’re very happy to assist and talk to you.

RETURNS
We are so grateful  for your order at a time like this, really you are doing more than you think to support a small business just by placing your order. We understand you might not be able to make it to  post office any time soon so we will extend our return policy from 14 days (sale items) to 36 days. Please however respect this and bare in mind we expect all goods to be returned in their original condition, unwashed and in their original packaging.  

Any orders that arrive back after 36 days will be accepted but the funds will be put onto a voucher for you to spend online with us.

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: 09623660

VAT number: 224 6947 90

SECURITY AND COOKIE POLICY

Please review our Privacy Policy, below. This explains our use of information you provide via www.palava.coso 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.

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.

You also have the option of paying by Paypal.

Marketing

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:

For our registered company address, contact:

Data Protection Officer

Bryony Designs, 44 High Street, Yarm, TS15 9AE.

Or email us hello@palava.co

For our main correspondence address, please contact:

8 Selkirk House, Bingfield Street, London N1 0AB