Returns & exchanges
Exchange policy
It is possible to exchange any product that is not a panty for another Paloma Undies product or to obtain a credit note, but only under these conditions:
- The product must be in its original state, with the label. The item must not be stained, washed, worn and/or smelly in any way. We encourage you to return the item in its original packaging for environmental reasons;
- You must make the exchange within 14 days of receiving the item;
- The product must not have been purchased with a promotional code;
- Sales are final sales.
We wish to advise you that you are responsible for the shipping costs for the return of an item. When we receive the item and it meets the exchange conditions, we send the other product free of charge.
Make an exchange
To proceed with an exchange, please contact us using the form at the bottom of this page with your name and email address.
Please let us know in the comments the nature of your request (exchange) and your order number , as well as details on the item(s) to be exchanged. Please also mention which items you would like in exchange or if you prefer to have a credit note for your future purchases.
We will make sure to process your request as quickly as possible.
Return policy
We accept returns for all Paloma Undies products that are not panties under certain conditions:
- The product must be in its original state, with the label. The item must not be stained, washed, worn and/or smelly in any way. We encourage you to return the item in its original packaging for environmental reasons;
- You must make a return within 14 days of receiving the item;
- The product must not have been purchased with a promotional code;
- Sales are final sales.
We wish to advise you that you are responsible for the shipping costs for the return of an item. When we receive the item and it meets the return conditions, we will refund the order to the original payment method, excluding delivery costs.
Make a return
To proceed with a return, please contact us using the form at the bottom of this page, indicating your name and email address.
Please indicate the nature of your request (return) and your order number, as well as the item(s) to be returned.
We will make sure to process your request as quickly as possible.
*We are very strict on our exchange and return policy, because the hygiene of the products is essential for us. That's why we've made the decision to not accept returns and exchanges on panties . However, we do our best to accommodate you!
Order error or defective product
Don't worry, we've got you covered!
Please contact us within 14 days of receiving the order directly at hello@palomaundies.com with the subject: Damaged product or Order error. Please tell us your order number in the message.
In the case of a damaged product, it is important to provide us with a photo of the defect.