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.

Shipping

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

Europe: [Free]  9-12 working days. Royal Mail + local partners (Not tracked)

Australia: [Free] 3-4 working. Australia Post (Tracked)

USA : [Free]  7-10 working days. DHL (Tracked)

ROW Standard Shipping: [Free]  9-12 working days. (Not tracked)

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 protected] 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. As an indicator for the key markets we ship to:

  • USA/Canada – no duty or taxes
  • Australia/New Zealand – no duty or taxes
  • Europe – duty and local taxes apply

If you order goods from our site from inside the EU, it is likely that your goods may be subject to import duties and taxes, which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount.

Please contact your local customs office for further information before placing your order. Please be advised that we reserve the right to deduct, from any refund due to the customer, the costs incurred by us for the return shipment of goods refused by the customer at customs in the destination country. If you think your order may incur import taxes and duties and would like us to bill the taxes and duties in advance then please contact us at [email protected]

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 [email protected] 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 protected] 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.

Do we offset all our carbon? No.

The multiple components that come together to make your frame and accessories means we have a large list of suppliers and it will take time to understand all the carbon output from our supply chain We have however signed up to the B Corp Climate Collective to be Net Zero by 2030.

What we have done is measure and offset against all Pala travel going back to our inception in 2016, whether this be for our trips to bring back our stories from Africa, visits to suppliers or the odd international trade shows. These are known numbers that we can work with.

How do we offset?

Through our offset partner Atmosfair.de and the provision of efficient firewood stoves – called Save80, to families in Rwanda. They are easy and intuitive to use as traditional three stone fires. The revolutionary stove uses 80% less wood to achieve the same performance and also by replacing traditional charcoal stoves even higher savings are achieved because of how much wood is needed to produce charcoal (9kg of wood for 1kg of charcoal). Given the rising prices for charcoal due to high demand as well as rising production and transportation costs, Rwandan households can save substantially by using a Save80 stove.

Lower fuel expenses enable the families to spend more on other essential needs. Atmosfair subsidizes the stoves so that low-income households can also afford them. The stoves can also be paid off in instalments.

To ensure the high efficiency and long service life (>10 years) of the stoves, high-quality materials (stainless steel) are used. The components are prefabricated in Germany and assembled in Rwanda. Every part that can be sourced locally is sourced locally. The pots included in the set are produced in Kigali. You can find out how many stoves we have purchased on our Impact Page.

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 and the cost to return

To return your unworn eyewear, please follow these simple steps:

  • Please email [email protected] within 14 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 protected]. Free return. Simple.
  • If you are a customer from Australia or the USA we have set up local return and please contact us at [email protected] and we will provide you the return information that you need.
  • For all other international customer returning an item then contact us at [email protected] 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 $10 USD
Australia – Estimated $9 AUD
New Zealand – Estimated $23 NZD
EU Countries – Estimated €9
Non-EU Countries – Estimated €16

For all returns other than the European Union

The Pala return address is:
Pala Returns, C/O CRM
Unit 2, Orchard Business Park
Forsyth Road
Woking, Surrey
GU21 5FH
United Kingdom

For all returns from the European Union

Pala Eyewear
C/O CRM Trading Subsidiary SL
Nave en Polígono Industrial Camino Morente,
Calle 3, parcela 18
14600 Montoro (Córdoba)
Spain

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.

If you need more assistance contact us through our help page  and we’ll be happy to help.