Exchange and Return Policy

HOW LONG DO I HAVE TO EXCHANGE OR RETURN MY PURCHASE?

You have 30 calendar days from the date you receive your order to exchange or return items.

CAN I EXCHANGE FOR A DIFFERENT SIZE OR MODEL?
Yes, exchanges are allowed and involve costs.

Exchange costs by country:

• Spain (Mainland): Shipping costs (€5 outbound + €4.99 return) = €9.99
• Balearic Islands and Portugal: Shipping costs (€8 outbound + €7 return) = €15
• Rest of Europe: Shipping costs (€12 outbound + €12 return) = €24

The courier will collect the item from your home and deliver the replacement model.

To request a size exchange, contact us via email at info@palestino.store or WhatsApp at +34 615 488 587, providing your order number (e.g., #PL1000). Please attach a real photo of the received item and specify the size you wish to exchange for.

Exchanges depend on stock availability. If the desired size is out of stock, you will need to wait until it becomes available again.

CAN I RETURN AN ITEM AND RECEIVE A REFUND?
Yes, we offer returns and refunds, deducting both the outbound and return shipping costs.

Base shipping rates for Spain (Mainland):

• €8.24 outbound shipping
• €6.18 return shipping
• €14.42 total shipping costs deducted from the refund

For returns of more than two items, an additional €2 per item will be added to the base rate.
For returns to the Balearic Islands and Portugal, an additional €2 is added to the base rate.
For returns to the rest of Europe, the cost is €24 (€12 outbound + €12 return).

To process the refund, please provide an IBAN bank account number or a Bizum phone number, where the refund will be sent once we receive and verify the returned item’s condition.

WHEN WILL I RECEIVE MY EXCHANGE ITEM?
Once we approve the exchange, delivery of the new size or model typically takes 2 to 3 business days within Spain and Portugal and 3 to 5 business days for the rest of Europe.
The courier will deliver the exchange item and verify the returned item. If everything is correct, the return will be collected during the same delivery.

HOW SHOULD I PACKAGE THE EXCHANGE ITEM?
It’s simple! Use the same shipping bag in which you received your order. Hand it over to the courier during collection.

We reserve the right to reject refunds if the returned item is not in the same condition as it was received or if it is damaged, used, stained, torn, or otherwise in unacceptable condition.

HOW LONG DO I HAVE TO RETURN THE ITEM FOR AN EXCHANGE?
Remember, you must initiate the exchange within 30 calendar days of receiving your order. Once you notify us of your intention to exchange an item, you have 14 calendar days to ensure the package arrives at our facilities.