RETURNS & EXCHANGES

 

If you are not perfectly satisfied with your order, One Palm will refund or exchange all articles purchased within 28 days of the delivery date less the postage costs . Please note there are no refunds or exchanges on sale items.

A Returns Merchandise Authorisation (RMA) number must be issued by One Palm within 14 days of receiving your order. Your returned items must be received by One Palm within 14 days of receiving your RMA number.

Returns received outside of 28 days may be accepted at One Palm Studios' sole and absolute discretion.

All items must be returned in the original One Palm packaging provided, including the shipping carton, along with the RMA number, original receipt . Returned items must be in their original condition - unworn, unwashed, unused and with all One Palm tags attached. Garments received soiled or with make-up marks will not be accepted for exchange or return and will be sent back to the customer.

Shoes must be returned with all original packaging, including undamaged boxes. One Palm does not accept returns without boxes or with marked or scratched soles. One Palm does not accept returns or exchanges on lingerie and ear accessories for hygiene reasons, unless faulty.

It is your responsibility to obtain proof that the goods have been returned, and to return the goods by registered post or by other such means or carrier of your choice, which gives proof of posting and delivery. All returns or exchanges sent to One Palm must have a valid tracking number. One Palm Studio will not be liable for items lost in transit.

For international returns, One Palm recommends indicating on the packaging that the items are intended ‘Returned Goods’ or ‘For Exchange’ to avoid additional custom duties and taxes. Please ensure adequate insurance is taken for the safe delivery of your order. All international customers are obliged to pay for their goods to be returned for a refund.

The costs of returning items shall be the customer’s responsibility.

No returns will be accepted of gift cards, or exchanges of gift cards for cash.

If you wish to exchange or refund a faulty item, please contact our Customer Care team via email  info@onepalmstudio.com 

Where the items fail to be of acceptable quality, and the failure does not amount to a major failure, One Palm is entitled to choose between providing you with a repair, replacement or other suitable solution. Exchange of items is subject to availability. One Palm classifies items to be faulty (i.e. not acceptable quality) if they are received damaged, or where a manufacturing fault occurs within 3 months of purchase. Items that are damaged as a result of wear are not considered to be faulty. Items that are not washed to the instructions on the garment are not deemed faulty. 

Outside the above timeframe, our items come with guarantees that cannot be excluded under applicable Australian laws. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. To obtain compensation, you will need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by One Palm to comply with applicable Australian laws.

Our Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

If you have any queries about our Returns Policy, please contact our Customer Care team info@onepalmstudio.com