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 canbonjour@palmogoods.com or visit our Contact Us page.

Do you accept returns or exchanges?
Unfortunately, due to the nature of vintage items, we do not accept returns or exchanges on items purchased in-store or online. That being said, please contact us if you have any problems with your purchase and we will be happy to assist you.

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 can be found on each listing page and are taken 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 info - don't hesitate to reach out to us if we can help answer any further questions regarding the sizing of an item at bonjour@palmogoods.com.

How does Palmo 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 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 condition of the items presented on the website are photographed as accurately as possible. However, because the colours displayed may vary from one device to another, we cannot guarantee that the colours seen 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 bonjour@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 contact Phoenix, our alterations and repairs specialist to discuss your specific needs.

What about alterations?
We offer alterations to items purchased from Palmo Goods. As measurements for alterations are taken at our brick and mortar location in Montreal we are only able to offer in-person alterations.

Pricing on alterations vary depending on the type of alteration, textile and time needed to complete the service. Information on pricing can be found here.

If you would like to discuss possible sizing adjustments to items purchased from us we recommend booking a 
30-minute consultation with our specialist Phoenix in order for us to take your measurements and determine the feasibility of your request.

Property rights
All graphics, images and content on palmogoods.com belong exclusively to Palmo Goods. The use of any Palmo Goods trademarks or service marks without Palmo Good’s 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.

Shipping FAQs

Processing Time: please allow up to 2-3 business days for your order to ship. All orders are shipped via Canada Post.

Palmo Goods is not responsible for any loss or damage caused by shipping. 

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.

How much does shipping cost?
We offer a flat rate shipping price of $9.95 on all Canadian and United States orders.

For International shipments, shipping costs vary depend on where the item is being sent and the method chosen at checkout, please get in touch with us for a shipping quote at bonjour@palmogoods.com.

Do you ship internationally?
Yes! We ship to most countries worldwide. All International Orders will be shipped via Canada Post. Additional duties and taxes that may be charged by customs are at the cost of the recipient. Please get in touch with us for a shipping quote at bonjour@palmogoods.com.

Will I be charged international duties and/or taxes?
Customs duties and fees are the responsibility of the recipient. 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.

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 bonjour@palmogoods.com.

When will my order ship?
Our team is working diligently to ship out your orders as quickly as possible. Providing the items are in stock, your order will be prepared within 1 - 3 business days. Once your order is processed we'll reach out to you with your tracking information. Delivery time may vary according to item availability. 

All orders are fulfilled at our brick and mortar store in Montreal, QC.

Palmo Goods cannot be held responsible for any additional delays on shipping within postal services.

How can I check the status of my order?
Once your order ships, you’ll receive an email notification which will provide 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 bonjour@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 bonjour@palmogoods.com as soon as possible and we’ll do our best to accommodate your request.

Lost package?
For issues with delivery or tracking, 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 bonjour@palmogoods.com and we’ll get to the bottom of it!