FAQ

Please do not hesitate to contact us if you need help with your order - simply email us at saintpalmcollective@gmail.com for assistance, please allow 48 hours for a response.

 

Q: How quick is UK shipping?

All orders will be delivered by Royal Mail, deliveries are made Monday to Saturday excluding bank holidays. All orders placed before 3pm will be dispatched the same day, any orders placed after this time will be dispatched the next working day. At checkout you can select Tracked 24 (next day) or Tracked 48 (1-2 days)

Q: How quick is International Shipping?

All orders are couriered via Royal Mail - deliveries to Europe are estimated for 3-5 working days, orders in the rest of the world can be expected within 7-10 working days. Please note, you may be subject to customs charges depending on your country's rules. 

Q: How do I track my order?

Your tracking number will be attached to your email that you can use on the Royal Mail track & trace website to see exactly when your item is out for delivery. If standard first class or second class delivery is selected you will only have a reference number that will show when delivery is successfully completed or attempted.

Q: Where is my order?

Please see above for relevant delivery and tracking information. If the stated time period has passed and your order has not arrived, please email us with your order number so we can chase it up for you.

Q: What is a Pre Order?

Occasionally an item may be available for advanced purchase on a pre-order, this will be displayed next to the item along with a dispatch time frame e.g. (pre order 1 week) or (pre order 26th June). Pre orders will be dispatched on the indicated date with the selected delivery method - the returns period for pre orders begins the date you receive the item not order, so normal exchange & returns policies apply.

Q: Do you ship outside of the UK?

For deliveries outside of the UK, we will require you to email us for the order process as shipping fees will vary depending on country & weight. (Payment will still be completed securely on our website or via Paypal) please note you may be subject to customs fees from your country, any payments are the customers responsibility. 

Q: What are your payment methods?

Our website currently accepts all major debit & credit cards via Stripe payments. We also offer Klarna.

Q: I made a mistake with my order, what can I do?

If you notice a mistake with your order please email us as soon as possible to rectify this. Please note, we do offer a double check process at checkout to review all order information. We can not change any order information after dispatch.

Q: How do I return / exchange?

Please click here for our store policies page where you will find all relevant returns & exchanges information. You must email us to begin the process and for the relevant returns address.

Q: I have received the wrong order / damaged item, what do I do?

Please email us as soon as possible so this can be investigated & amended.

Q: The item I want is out of stock, what can I do?

Signing up to our mailing list is the best way to be notified when the product you have your eye on is back in stock!