Shipping & Returns

We currently ship to addresses in the contiguous United States.

We are not able to guarantee delivery to military addresses (APO, FPO, DPO). If we find that we cannot deliver your order, we will let you know, cancel the order and refund it in full, including shipping.

Orders ship 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. In that case, the delivery estimate below still applies, and import charges may apply on arrival (see “Orders shipped from overseas”).

Orders usually leave the warehouse within 2 business days.

Complimentary on orders of $75 or more (merchandise total after any discounts).

Estimated delivery: 7–14 business days from the date you place your order, including processing.

Available for orders that ship from our U.S. warehouse.

We email you a tracking number as soon as your parcel is on its way.

If your order ships from our warehouse in China, import duties, taxes and customs clearance fees may be charged when the parcel arrives. These charges are not included in your order total, are not covered by complimentary shipping, and are paid by the recipient. You will see a reminder of this in your shopping bag and at checkout.

You may request a return within 30 days of delivery. We accept items that are unopened, unused and in their original, intact packaging. Opened or used items cannot be returned unless there is a quality issue.

The date of your first email to us is what counts, so you will not lose your 30 days if our reply takes a little longer.

1. Email us at payments.palaceidentity@gmail.com with your order number, the items you would like to return and the reason. We reply within 2 business days.
2. Once your return is approved, we will send you our U.S. return address and instructions.
3. Please ship the return within 7 days of approval and send us the tracking number.

For returns made for personal reasons — for example a change of mind — return shipping is at your cost, and the original shipping fee is not refunded. This does not apply to items that arrive wrong, damaged or faulty; see below.

Once we receive and check your return, we initiate a refund to your original payment method, usually within 2–3 business days. Your bank or card issuer may take additional time to post it.

If something arrives wrong, damaged or with a quality problem, email us as soon as possible with photos and a short description. Once reviewed, we will arrange a replacement first; if a replacement is not available, we refund that item. In these cases we cover the shipping costs, both for the replacement and for any return we ask you to make.

If an item is missing from your parcel, let us know. You can choose to have it sent at no extra shipping cost, or receive a refund for the missing item.

We are unable to accept ordinary returns after 30 days. Quality concerns, issues that cannot be shown in photos, adverse reactions and matters covered by law are reviewed individually.

Please 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. If we are unable to fulfil your order or it is delayed, we will contact you about your options.

payments.palaceidentity@gmail.com — we reply within 2 business days. You may also find an answer in our FAQ.