FAQ

Shipping

1. What locations do you ship to?

We ship worldwide with DHL Express and with Correos Express in Spain.

2. How much does shipping cost?

You can check the different rates on our shipping and returns page.

3. Are there any extra costs like customs fees or sale taxes?

Shipping price does not include local import taxes, which may apply to shipments destined for countries outside the European Union. These expenses are not the responsibility of the brand and must be borne by the recipient of the parcel. The customer assumes full responsibility for all postal charges, return shipment costs, customs fees, and handling charges in the event they decline to accept a parcel due to import duties or taxes.

4. How long will it take for my order to arrive?

You can check your estimated delivery time on our shipping and return page.

4. Can I track the status of my order?

You will receive an email with a tracking number as soon as your package has been shipped from our warehouse.

5. Do you deliver to PO Box addresses?

We do not offer this service for the time being, please contact our customer care team at hola@palomawool.com so they can help you find alternative options.

Returns

6. How do I return my order?

You’ll need to fulfill our return form. You can revise all the steps on our shipping and returns page.

The product must be in perfect conditions and the original labels need to be included.

7. How long do I have to return my order?

You have 15 days to request a return once you receive your order. Once we create and send you the return label, you have 5 days to drop it off.

8. Do I have to pay for my return?

- Return fee will be automatically deducted from your refund when the return is processed.

- The return fee for Europe is 10€ except for Spain which is 5€. Rest of the world the price is 15€.

- Original shipping costs are not refunded.

9. Can I exchange my order?

You will need to make a return and place a new order for any exchanges. Please email us at hola@palomawool.com for a shipping cost refund that would otherwise be charged to your second order.

10. Can I combine pieces from different orders into one return package?

You can add pieces from a different order to the same return package to avoid paying double return fees. Please contact our customer care team at hola@palomawool.com so they can be informed about this.

11. How long does my refund take?

It usually takes 5-7 working days for the refund to be processed once we have received your return in our warehouse. You’ll receive a confirmation email when the refund has been made.

Orders

12. Can I make any changes to my order once it has been placed?

We can’t modify orders that have already been made, we can only cancel your order for a full refund so you can place a new one with the correct items. Please contact our customer care team at hola@palomawool.com before it gets shipped.

13. What payment options do you offer?

You can place your order via Credit card or Paypal.

14. Can I cancel my order?

Your order can be canceled within one hour from the moment you make your purchase.

Please email hola@palomawool.com so our customer care team can take care of it.

15. I need an invoice for my order, where can I find it?

You can download your commercial invoice from the confirmation email of your order. Please contact our customer care team at hola@palomawool.com if you need to make any changes.

Others

16. How long does it take for a preorder item to be shipped?

You can check the estimated shipping date on the product page of preordered pieces. Notice that if you place an order containing different pieces it will not be shipped until the estimated shipping date of the preordered item.

17. Is it possible to purchase a gift card?

Yes, you can do it here.

18. How often do you restock pieces?

We make limited productions and don't normally restock, but all out-of-stock sizes have a sign-up waitlist option in case your size returns.

19. How do I know which size is right for me?

You can find the exact measurements of each piece on the product page of every item, 'Size and Fit' category.

You can also check our size guide to find approximate international sizing references and circumference measurements for guidance.

20. Where is paloma wool produced?

Our production is based in Spain and Portugal. You can check more details about our project on our awareness page.

21. How do I take care of my pieces?

You can check our caring guidelines for every piece on the product page of every item, 'Care' category. You can also contact our customer service at hola@palomawool.com for any further advice.

22. Is there a physical place where I can find paloma wool pieces?

We are an online project with no physical store, but you can find a selection of our products in some selected international multibrand stores. You can also contact our customer service at hola@palomawool.com for more information.

We are also on a continuing pop-up world tour, creating ephemeral spaces worldwide for our community to meet our team, see, try on and experience the project firsthand. Our pop-ups are communicated through social media and newsletters, sign up here and we'll keep you up to date.

Further information
Please contact via email for assistance
hi@hollyohanlon.com

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