Delivery and Returns
Our Delivery and Returns page is dedicated to you. Dedicated to providing all that key information about your delivery such as ‘When the heck is it going to arrive?’ or conversely take a firm hold of your hand and talk you through that very emotional moment of needing to make a return.
Free standard shipping worldwide
How long will my order take and how much will it cost?
Once you’ve placed your order, we’ll aim to process, pack and send it within 1-2 days of it being placed. We only ship during normal business hours (9am – 5pm Mon-Fri BST) and we don’t operate on public holidays.
UK and Northern Ireland: [Free] 48 hours (Tracked). Royal Mail
Australia: [Free] 72 hours. Australia Post
Rest of the World Standard Shipping: [Free] 9-12 working days. Royal Mail + local partners, DHL
Please note due to Covid-19, there remains an element of delay to some orders that are beyond our control. If you want the very latest, please email us at email@example.com and we will do our best to manage your expectations in advance.
Customs Duties / Import Taxes
Your order may be subject to duties or taxes upon arrival into your country based on where you live. You are responsible for paying any duties or taxes that apply. These are government-imposed duties that we have no control over as a retailer. Should you require more information, please contact your local customs office. As an indicator of our main markets:
- USA/Canada – no duty or taxes
- Australia/New Zealand – no duty or taxes
- Europe – duty and local taxes apply
If you are required to pay you will have the option to pay any additional fees online by following the tracking number available once order is shipped or directly to your courier upon delivery. Please note you will be required to pay these import taxes before your order will be released to you.
Delays at customs are unlikely, but if they occur this may impact your shipment time.
Which countries do you ship to?
Pala provides free standard shipping to all countries worldwide. If you live on the International Space Station please accept your delivery may take a little longer and there may be a fuel surcharge… and anyway, why do you need sunglasses up there?
Do you ship to PO Boxes?
We do not ship to P.O. boxes. The law says says only the United States Postal Service may deliver to post office boxes. We’re keeping it simple and not offering it at all across the board.
How do I know when my frames are on their way?
Once your order has been placed, you will be sent an email confirming that your order has been received and is in our system, along with an order confirmation number for your reference.
We will send you another email confirming that your order has been dispatched. If for any reason we find information regarding your order to be incomplete, we will call or email you to verify that information.
Can I track my order?
If you parcel is being sent domestically (i.e. within the UK & Northern Ireland) you will receive a tracking number with your order. If you have placed an International order and would like to know of your parcel’s whereabouts then one of our friendly team will be able to assist.
Simply email us with your order number to firstname.lastname@example.org and we should give you guidance on when you can expect it to arrive.
Will a receipt be included in my shipment?
Your shipment will include a packing slip, outlining the product(s) ordered, but no prices are included on this packing slip. Your order confirmation email will serve as your receipt and will include the final amount charged to your method of payment.
I would like to change or cancel my order
To change or cancel an order, please contact us at email@example.com and we will do our very best to help you.
Product no longer in stock
It might be that in the time it takes to process your order that the product may no longer be available. I mean we are talking about a really unlucky scenario here, like 12,000-1 odds, the same odds you would get for finding a pearl in a oyster.
However, just in case you are sitting at the kitchen table rolling a beautiful shiny pearl between your fingers, then the answer to this question is that we will inform you that the item is not in stock by email and will not process your order.
Do you offset your carbon emissions
We do and please click here to find out more about how we do it.
Returns and Exchanges
Sometimes, just sometimes, what you buy is not quite what you expected; slightly too big, slightly too small, not quite the colour you had hoped for perhaps?
Frankly, it is one of the tricky parts of selling sunglasses online and not quite knowing if you're going to absolutely 'love them' until you've actually stuck them on your face... and we want you to 'love' your Palas. Therefore, if you feel you want to return or exchange your frames then we’ll make it as easy as possible for you to do so.
The BIG print
Returns or exchanges are permitted, provided:
- the product has not been worn (other than for trying on) and is returned in its original condition.
- the product is returned in its entirety with all the originally included accessories, packaging and paperwork.
- you have the receipt/proof of purchase.
Regretfully, we can’t accept merchandise that does not satisfy those criteria. Frames that were not purchased on our website will not be accepted under any circumstances.
Processing the refund
To return your unworn eyewear, please follow these simple steps:
- Please email firstname.lastname@example.org within 7 days of receiving your sunglasses to inform us of your return and whether a refund or exchange is required. Please detail the item you wish to return, adding a brief note as to why you are returning.
- Following confirmation of receipt of your email from our Customer Services (they’re a happy bunch you know), you then have 30 days to return the item(s) to us.
- Pala is not responsible for any damage occurred to the item during return postage and it is advisable to ensure adequate, protective packing is used. All returns and exchanges to be posted with the original order confirmation form.
- If you are a customer from the UK and Northern Ireland then you will receive a pre-paid return label when you email us at email@example.com. Free return. Simple.
- If you are a customer from Australia we have set up local return and please contact us at firstname.lastname@example.org and we will provide the requisite information you require.
- For all other international customer returning an item then contact us at email@example.com to inform us of you return. We unfortunately do not cover the cost of international returns. To manage your expectation up front, the following are estimates of the cost of returning your item within some of our key markets:
USA – Estimated $20 USD via DHL
Australia – Estimated $8 AUD via Australia Post
New Zealand – Estimated $23 NZD via New Zealand Post
EU Countries – Estimated €9 via DHL
Non-EU Countries – Estimated €16 via DHL
The Pala return address is:
Pala Returns, C/O CRM
Unit 2, Orchard Business Park
Refunds will be credited to the card or Paypal account used to make the original purchase. Returns/exchanges will be processed within 3-5 business days upon item being received. Please note that it may take up to a 10 days for the credit to appear on your statement.
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Felicia is our ‘camera ninja’ when it comes to photography for the Pala website. Hailing from Sweden, but now based close to the Pala Brighton HQ. When she’s not exercising her skills of mind control to make models relax on shoots you’ll find her in a cafe enjoying a good cup of coffee, or at home baking cinnamon buns.
Emma is our marketing guru. When Emma isn’t planning, strategizing and creating content, she can be found travelling the world exploring its wonders, or in more recent times – headphones on with a paintbrush in her hand creating an abstract masterpiece!
Mary is the team leader of the Care4basket project in Bolgatanga, Ghana. When Mary is not organising and supporting the work across the communities, you will find her sowing sweet potatoes, ground nut, millet and looking after the animals on the farm.
Izzy is our Sales and Comms mastermind. When Izzy isn’t throwing herself down a mountain on a snowboard, she can normally be found rummaging through vintage shops or pounding the fields with her beloved puppy, Mac. She once mislaid a finger on a night out (eek!) – girl knows how to party!
Justin is our ‘Film Alchemist’. When he’s not laying on the floor looking for the next shot he’s either exploring the finest bourbons and listening to obscure country music tracks from the 50s and 60s. Normally found planning his next trip abroad or fuelling the pineapple on pizza debate. Just so you know he’s firmly in the Hawaiian camp!