We recommend that you thoroughly read our Terms and Conditions.
Shipping and Returns FAQ'S
Paloma Living ships worldwide, excluding Australia.
Your order will be shipped from Sydney, Australia.
Although we strive to dispatch orders as quickly as possible, our fulfillment team requests that you allow 1-3 business days for orders to be fulfilled. An email will be sent to you once the tracking number for your package has been assigned. Please note we do not typically fulfill orders over the weekend.
After 7 business days, if your order still indicates that it has not been fulfilled, please contact us directly and we will investigate.
All our orders are sent with EXPRESS services; we use DHL EXPRESS and Australia Post.
You can view the status of your order by logging into your account and selecting "View My Order Status". In doing so, you can track the status of your order and determine when your package has been shipped.
Once your order has been shipped, you will receive a confirmation email containing tracking information. In the event that you have not received a shipping confirmation email, please check your Junk Mail or Spam folder as it may have been received there.
If you are unable to locate your order or email in your junk or spam folder, please contact us directly and we will investigate further
Due to our daily packing and delivery schedule, we are unable to cancel or change orders once placed. We are unable to make any changes to an order after it has been submitted. This includes the following - cancellations, billing addresses, shipping, shipping method, changes in pricing/ promo codes and removing/ adding/ altering items ordered.
Please ensure you choose items carefully and select the appropriate shipping method before ordering.
Paloma Living does not accept returns for change of mind. Before placing an order, we recommend that you carefully select the items you wish to purchase.
If you have any design queries; please contact our highly trained team of design experts. Our team can assist you to ensure you are fully satisfied with your selections before you place your order.
In light of the handcrafted nature of some of our textiles, we do not consider printing and fabric irregularities to be a fault. Instead, they are part of the charm of the production process.
In the event that you believe that the product you received is defective, please email us a photograph of the defect for our team to review. We will contact you if the product is deemed to be faulty so that it may be replaced or refunded.
Please notify us immediately if you received a faulty item or the wrong order by contacting our Customer Care team at info@palomaliving.com.au . We will promptly send the correct item to you upon receipt of proof that the item was sent in error or faulty.
We suggest taking the following steps since the package has been indicated as delivered. In some cases, packages are marked as delivered before they have physically arrived at your address. It is recommended that you wait 24 hours after you receive a delivery confirmation before you assume there is an issue with the delivery.
1. Speak directly to your local post carrier, as they may be able to provide you with a recollection of when and where the package was left.
2. Is it possible that one of your neighbors has mistakenly collected your package?
3. Ensure that your mail area is secure, and leave a note asking that packages not be left unattended.
If you have completed all of the above, please visit the courier company's website (i.e. DHL EXPRESS or Australia Post) to file a claim and provide our team with this claim number.
You are welcome to contact us directly if you continue to encounter difficulties. We will do our very best to assist you.
We cannot be held responsible for orders that go missing after obtaining a status of "Delivered". In the event that your mail area is not secure, please ensure that you provide a shipping address that is attended during the day.
Duties and Taxes FAQ's
International packages may be subject to taxes and duties. When you select "EXPRESS SHIPPING - DUTIES AND TAXES INCLUDED", the charge is calculated and shown in your total shipping price at checkout, and you won't have to pay anything on delivery.
In the event that you choose any shipping option other than "EXPRESS SHIPPING - DUTIES AND TAXES INCLUDED" , your local customs office will assess the customs duties and fees and will notify you of this additional charge by email, phone, or through a physical notice. Local governments are entirely responsible for determining the amount of the charge.
To comply with international laws, we are required to submit a claim for the full retail value of items purchased, which is automatically entered into the customs documents by our shipping system. If you used a discount on your order, your customs office will assess taxes based on the original retail price.
Please note that Paloma Living is not responsible for any taxes or duties charged by your local government nor holding times of packages. It is the sole responsibility of the purchaser to pay any fees of this nature. Taxes and duties cannot be refunded.
Please note that Paloma Living is not responsible for any taxes or duties; these charges are issued and payable to your local government.
We recommend contacting your local customs office for an exact response; as each country and/ or state will vary.
Please note the tax free threshold for the United States of America (USA) is approx $800 USD (this may vary according to state/ government laws)
As a legal requirement, we are required to claim the full retail value of the products purchased, and our shipping system automatically inputs this information into the customs documents it generates.
Depending on the country, you may be able to request a refund of any overpaid duties when you show proof of any discount applied to your purchase.
For information regarding duty refund programs in your region, please contact your local customs agency.
