Client Care
FAQ
Orders & shipping
- Where do you ship?
- To addresses in the contiguous United States. We are not able to guarantee delivery to military addresses; if an order cannot be delivered, we cancel it and refund it in full, including shipping.
- How long will my order take?
- Orders usually leave the warehouse within 2 business days. Standard shipping is estimated at 7–14 business days from the date you order, including processing.
- How much is shipping?
- Standard shipping is $8.20, and complimentary on orders of $75 or more after any discounts. Express shipping is $36.90 and is available for orders shipping from our U.S. warehouse.
- Where does my order ship from?
- From our U.S. warehouse whenever the items are in stock there. If an item is not available in the U.S., your order may ship from our warehouse in China.
- Will I be charged import duties?
- Only if your order ships from our warehouse in China. In that case, import duties, taxes and customs clearance fees may be charged on arrival. They are not included in your order total and are paid by the recipient. You will see a reminder of this in your shopping bag and at checkout.
- How do I track my order?
- We email you a tracking number as soon as your parcel is on its way.
- Can I cancel or change my order?
- Email us as soon as possible. We can only cancel or change an order if your request reaches us before the order is processed, and we cannot guarantee it.
Returns
- What is your return policy?
- You may request a return within 30 days of delivery for items that are unopened, unused and in their original packaging. For returns made for personal reasons, return shipping is at your cost and the original shipping fee is not refunded. If an item arrives wrong, damaged or faulty, we cover the shipping.
- How do I start a return?
- Email payments.palaceidentity@gmail.com with your order number, the items and the reason. We reply within 2 business days and, once approved, send you the return address and instructions.
- My order arrived damaged, wrong or incomplete. What should I do?
- Email us as soon as possible with photos and a short description. We arrange a replacement first, or a refund if a replacement is not available, and we cover the shipping costs. If an item is missing, you can choose a replacement shipment at no extra shipping cost or a refund for that item.
- When will I receive my refund?
- Once we receive and check your return, we initiate the refund to your original payment method, usually within 2–3 business days. Your bank may take additional time to post it.
Brand
- Where can I find Palace Identity online?
- Our official channels are palaceidentity.com and Instagram @palaceidentity.beauty.
- How can I contact you?
- Email payments.palaceidentity@gmail.com. We reply within 2 business days.
Full details are on our Shipping & Returns page.