General FAQs

Here are some answers to our Frequently Asked Questions. Don't see what you need? Reach out to us, and we’ll get back to you as soon as we can hi@palmogoods.com or visit our Contact Us page.

Returns and Exchanges

Do you accept returns or exchanges for in-store purchases?

No returns or exchanges are accepted on vintage items. These pieces are unique and sold as is.

For all other products, you have 15 days from the date of purchase to request an exchange.
The item must be unused and presented with the original receipt.

No refunds will be issued.

Do you accept returns or exchanges for online orders?

Exchanges are only accepted in person, in-store. Unfortunately, we do not accept returns or exchanges for online orders that require shipping back to us.

Shipping

How much does shipping cost?

We offer flat-rate shipping at $14.95 CAD for all Canadian orders and $19.95 CAD for all United States orders.

We offer Next Day Delivery to all local Montreal orders for $7.95 CAD.

We also offer free shipping on Canadian orders over a certain amount. Please check the announcement bar on our homepage for more information. For International shipments, shipping costs vary depending on the destination and the method chosen at checkout. Please get in touch with us for a shipping quote at hi@palmogoods.com.

Will I be charged tariffs or duties for shipments to the US?

Any applicable tariffs and/or duties for shipments to the United States are calculated at checkout based on each item's country of origin. No additional tariffs and/or duties will be charged upon the delivery of the package.

When will my order ship?

Our team is working diligently to ship out your orders as quickly as possible. Your order will be prepared within 2-3 business days.
All orders are shipped via Canada Post. Palmo Goods is not responsible for any loss, damage, or delays caused by shipping or by the shipping company. If you are not satisfied with your order or the items received, please do not hesitate to contact us. We will do our best to help.

Will I get a tracking number?

Yes! After you place an order, you'll receive an email confirmation with your order number. Your tracking number will be sent to you via a separate email once your order is ready to leave our studio. Occasionally, the carrier takes 1-2 business days to provide tracking info once your order ships. If you still have questions, reach out to hi@palmogoods.com.

How can I check the status of my order?

Once your order ships, you’ll receive an email notification with a link to order tracking details. Occasionally, the carrier takes 1-2 business days to provide tracking info once your order ships. If you still have questions, reach out to us at hi@palmogoods.com.

Can I cancel or modify my order before it ships?

Modifying your order is possible but not guaranteed. If you’d like to cancel or edit your order, please email us at hi@palmogoods.com as soon as possible, and we’ll do our best to accommodate your request.

Do you ship internationally?

Yes!

We ship to most countries worldwide. All international orders will be shipped via Canada Post with a tracking number. For countries outside Canada and the US, additional duties and taxes charged by customs are at the recipient's cost. Please get in touch with us for a shipping quote at hi@palmogoods.com.
For packages shipped to the US, tariffs and/or duties are calculated at checkout based on each item's country of origin. No additional tariffs and/or duties will be charged upon the delivery of the package.

Will I be charged international duties and/or taxes for coutries outside of Canada and the US?

For packages shipped outside Canada and the US, customs duties and fees are the recipient's responsibility. International shipments are subject to duties and fees that vary by country and are based on the value of your order. The amount calculated depends on the destination country's tax and valuation method.

For packages shipped to the US, tariffs and/or duties are calculated at checkout based on each item's country of origin. No additional tariffs and/or duties will be charged upon the delivery of the package.

Lost package?

For delivery or tracking issues, the easiest and fastest way to get a resolution is to reach out directly to the shipping company. Sometimes carriers will prematurely mark shipments as “delivered”, or need additional information from you to complete the delivery. 

If you’re unable to resolve the issue with the shipping company, email hi@palmogoods.com and we’ll get to the bottom of it.

Please note that if we are required to open an investigation into a lost package with the shipping company, it can take up to 20 business days for the shipping company to resolve the issue.

General FAQs

How can I determine if an item is the right size for me?

We do our best to include as many sizing details as possible. All item measurements are available on each listing page and are measured in inches with the item lying flat. The best way to ensure a great fit is to compare our measurements to a similar garment you own. We’re happy to help provide additional information. Don't hesitate to reach out to us if we can help answer any further questions about the sizing of an item at hi@palmogoods.com.

How do you determine the condition of an item?

All of our items are vintage and have been previously used to varying degrees. Due to the pre-worn nature and age of vintage items,s some pieces may show signs of wear. Imperfections will be shown in photos and noted in item descriptions to the best of our ability. All items in our shop are cleaned and steamed prior to listing, so they are ready to wear when you receive your order. Colours and conditions of the items presented on the website are photographed as accurately as possible. However, because colours displayed may vary from one device to another, we cannot guarantee that the colours you see on your screen are identical to the actual product colours. If you’re unsure or looking for some more information on an item’s condition, you can reach out to us at hi@palmogoods.com

Do you offer repairs?

We inspect and repair each of our items before they are made available for sale. That being said, there are times when we choose to keep items in their original, naturally distressed condition.

If you've purchased an item from us that you feel needs a little bit of extra love, please contact us.

Property rights

All graphics, images, and content on palmogoods.com are the exclusive property of Palmo Goods. The use of any Palmo Goods trademarks or service marks without Palmo Goods’ express written consent is strictly prohibited. You may not use Palmo Goods' trademarks or service marks in connection with any product or service that is in any way likely to cause confusion or to disparage or discredit Palmo Goods.