If something you like is out of stock, please contact us by email at contact@palatial.jp or fill out the contact form on our Contact Us page. We will personally add you to the waiting list for the item you like, and contact you as soon as it's been restocked.

We have several verification stages when customers place an order, this is done to provide our customers with the highest level of security.

If your order is successful, you should within the next 10 minutes receive an order confirmation via the e-mail address provided by you at the checkout page. If not, please contact us and we can assist you in this matter.

Once an order is submitted, we are unable to change the ordered products or the quantity selected.

In this situation, we suggest you contact us and cancel the incorrect order.

Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.

At the checkout page, to apply your discount code, enter your code in the "Gift card or discount code" field, and click on “Apply”. Be sure that there are no additional spaces before or after the discount code.

Kindly note that only one discount code is valid per order, meaning a discount code cannot be combined with an additional discount code.

To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.

If you need any help, we strongly advise you to speak to one of our Customer Service Representatives by sending us a message on our Contact Us page.

In the event you wish to cancel your order, please contact us.  

Upon receiving your cancellation request, we will reach out to our carrier service and request that the package be rerouted back to our warehouse. Once we receive the returned package, we will process the order, issue a full refund to your account, and notify you via email.

Kindly note that at this time we are unable to cancel orders before they are shipped.

Due to high volumes, you may not receive your order confirmation instantly. The order confirmation and/or your tracking information will be sent out to you via email within the nearest 48 hours. We kindly ask you to wait 48 hours to receive either your order confirmation or your tracking information before contacting us. In the events, you have been debited in your bank account, you can safely know that your order has been successful. We apologize for any confusion and thank you for your patience.

Once the carrier has made their first delivery attempt to your address, you can contact the carrier’s local office and ask them to deliver your package to your nearest carrier access point. Some may even allow you to arrange for your order to be dropped off at an access point at any time.

Your package will be delivered to a secure location where you can pick it up at your own convenience.

All products are shipped from our Italy, France, Japan, or Hong Kong warehouses.

If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter.

In the event that we are unable to process the address change directly in our system, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.

In order to help you further, we would really appreciate if you could provide us with the following information:

• First and Last name,
• Street name and number,
• Zip code and City,
• Country,
• Phone number and Email Address

Within 3-4 business days of placing your order, your package will be scanned at the carrier’s sorting facility. You will then receive an e-mail from us containing your package’s tracking information.

It depends on where you are. Orders usually take 5-7 business days to arrive after being shipped by the shipping carrier. Delivery details will be provided in your confirmation email.

Yes, we ship all over the world (except the countries listed below):

• Argentina
• Bouvet Island
• Christmas Island
• Crimea
• Cuba
• Heard Island
• Iran
• Libya
• McDonald Island
• North Korea
• Palestine
• Somalia
• Sudan
• Syria
• Turkmenistan

If you have received your Tracking Number, we urge you to contact the carrier’s local office near you. The carrier will have more accurate information regarding the status of the delivery.

If you have successfully placed your order but not received your Tracking Number, please contact us and we will look into this for you immediately.

If you receive your package and it is not what you ordered, please contact us immediately. We will do everything we can to correct our mistake as quickly as possible.

Absolutely, shipping is free.

We use major couriers (e.g. FedEx, DHL, UPS, etc.), as well as local couriers.

Palatial does not receive or store any payment information. All transactions are handled directly by Adyen, our payment service provider. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

Your transaction and payment details are directly handled by Adyen, our payment service provider, with secure encryption, and under strict banking standards.

Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank – Including Palatial.

The product prices featured on our website are displayed in USD.

Palatial is not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company.

Palatial accepts American Express, Diners, Discover, Maestro, MasterCard, Visa, as well as various other local debit cards and invoicing options.

All available payment options for your area will be displayed at the checkout page once you have entered the country of delivery.

Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return.

We appreciate your understanding that, although we work as quickly as possible, it is possible that this process may take several business days to complete.

Kindly observe that Palatial is not responsible for any items lost during the return shipping if you choose to return the package by yourself. Therefore, we strongly recommend that you return your order using the return label and instructions provided by our customer service. Please contact us on our Contact Us page to receive the necessary details in order to make your return.

1. Go to our Contact Us page and fill out the form
2. Submit your message explaining why you would like to return your product(s).
3. You will receive an email with your return instructions.
4. Follow the instructions. Depending on the nature of your return request, we will either cover the return shipping cost or not.
5. Return your order to us via the courier specified in the email.

*PLEASE NOTE THAT TO BE ELIGIBLE FOR RETURNS OR EXCHANGES, ALL RETURN SHIPPING COSTS NEED TO BE PREPAID BY THE CUSTOMER, UNLESS THE ITEM(S) RECEIVED IS DEFECTIVE OR THE INCORRECT PRODUCT*Our refund policy lasts 14 days starting from when your order was delivered to you. If 14 days have gone by since you received your item, unfortunately we can’t offer you a refund. 

We want to make sure your return process is smooth. Here are the conditions for eligibility:

1. Your item must be in the same condition that you received it.
2. It should be unused and in its original packaging.

Once your return request is acknowledged, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Note that we do not charge a restocking fee on returns

RETURNS & REFUNDS - UNDER WHAT CIRCUMSTANCE?

THE PRODUCTS NEVER ARRIVED

Please email us at contact@palatial.jp if your tracking number indicates that your order has been delivered, but you have not actually received your item(s). After we verify this information, we will process your refund immediately.

DEFECTIVE/WRONG PRODUCT

If you discover your order is defective/incorrect, please email us at contact@palatial.jp with photos of the product. Once our team verifies this information, you may choose to opt for a free exchange or full refund. We will then send you instructions on how to return your product. We will also provide a prepaid return shipping label. 

If you opt for an exchange. your new order will arrive within 5-7 business days after we receive your returned product. If you opt for a refund, the refund will take 5-10 days to process after we receive your returned product.  

EXCHANGE

You may exchange products if you received a defective/incorrect product, or if you need to exchange to a different size. Exchanges will be free of charge if we sent you a defective/incorrect product. If, however, we sent you the item you ordered, and you wish to exchange the product for a different size/color/model, you will need to pay for return shipping costs. 

If you need to exchange your product please email us at contact@palatial.jp with your order number and reason for exchange. We will then send you instructions on how to exchange your product. Once we receive your returned product, you will receive your new order after 5-7 business days.  

BROKEN AFTER USE

If your product breaks after you wear it, we cannot offer an exchange or refund.

CUSTOMER CHANGES THEIR MIND

We will not offer you a refund if you change your mind and decide you no longer want your products after receiving your order. In this scenario, we will only offer an exchange. In this scenario, you will need to pay for return shipping costs, given we sent you the correct item you ordered without any defects

ORDER CANCELLATIONS

We usually ship the orders immediately, therefore if you wish to cancel your order, please contact us immediately and we will try our best to cancel your order and refund your payment. However, if it has been dispatched by our warehouse, we may not be able to cancel the order.

** Your refund should arrive your bank account within 5-10 business days after we receive the returned product, because banks usually take 5-10 business days to process the payment.

REFUNDS (IF APPLICABLE)After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

LATE OR MISSING REFUNDS (IF APPLICABLE) 

1. If you haven’t received a refund yet, first check your bank account again. 
2. Then contact your credit card company, it may take some time before your refund is officially posted. 
3. Next contact your bank. There is often some processing time before a refund is posted. 
4. If you’ve done all of this and you still have not received your refund yet, please email us at contact@palatial.jp

SHIPPING

We will only pay for your return shipping if the item(s) you received is defective or the incorrect item. Otherwise, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Note that depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

CONTACT US

If you have any questions about our return and refund policy, please get in touch with our customer support here:

• Company Name: Palatial
• Email: contact@palatial.jp
• Phone: +81 70 6478 0391
• Address: 5F, Naruse Building, 3-7-12 Toyo, Koto City, Tokyo 135-0016, Japan.
• Office Hours: Monday–Friday: 9:00 AM - 6:00 PM (GMT+9)

You have the right to exchange your order within 14 days of receiving it, given the following conditions:

In the event that the product(s) are the damaged or the incorrect product, you are most welcome to send back your purchase for an exchange - we will cover return shipping costs in this case. If, however, you wish to return a product that does not fit or you've changed of mind, you will be responsible for the return shipping fees.

Once again, we only exchange damaged, wrong product, wrong size, or defective products. If you need to exchange an item, please get in touch with us at contact@palatial.jp. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return.

The product(s) must be sent back within 14 days of receiving it. However, it is not an issue if it is received at our warehouse after this period. It must be unused – in its original packaging with labels intact – and still in the same new condition as when the item was received.

If your return is approved, a full refund will be issued for your order. Once a refund is issued on our system, you can expect it to be visible in your account within 5-10 business days.