Refund policy
Skincare & Body Products
Due to the nature of our products, we're unable to accept returns or exchanges on skincare, bodycare, aromatherapy, or tea products once opened. This is for hygiene and safety reasons.
If an item arrives damaged, faulty, incorrect, or if you experience an allergic reaction within 14 days of purchase, please contact us at info@palmofferonia.com and we'll work with you to resolve the issue.
We encourage you to read the ingredients list carefully before ordering, especially if you have known sensitivities or allergies. If you’re unsure, you’re always welcome to email us at info@palmofferonia.com for advice. Our luxury sample sizes are also a wonderful way to trial a product’s fragrance and texture before committing to the full size.
In the rare case of a damaged or faulty item, or if you experience a reaction, please contact us at info@palmofferonia.com and we’ll work with you to resolve the issue.
Adorned Jewellery & Studio Craft Returns
We're happy to accept returns on ready-made jewellery, journals, bags, charms, and other eligible items provided they are unused, unworn, and returned in their original packaging.
Returns can be requested within 14 days of delivery. Customers may request a return through their customer account using our self-serve returns process.
Customers are responsible for return postage unless an item is faulty, damaged, or incorrect. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.
Once received and inspected, refunds will be processed within 3 working days. Original shipping costs are non-refundable.
Orders may be cancelled up until they have been fulfilled. Once an order has been fulfilled, our standard returns process applies.
Please note that returns are not accepted for bespoke, personalised, customised, altered, or made-to-order items.
Jewellery Alterations & Repairs
Each Adorned piece is handmade in small batches using natural stones and freshwater pearls. These materials are delicate by nature, and while every piece is securely strung, natural silk and thread can be vulnerable to excess weight, moisture, or pulling over time.
If you'd like a piece adjusted, for example shortening or extending a necklace or bracelet, this can usually be done for a small fee.
Should your jewellery ever need restringing or repair, please get in touch. If a piece develops a fault within 3 months of purchase, we'll be happy to repair it free of charge. Beyond this time, or in cases of wear, accidental damage, or general restringing, we offer a repair service for a small fee.
To request an alteration or repair, please email info@palmofferonia.com with your order number, a short description of the issue, and a clear photo if possible.
Please note:
- Return postage is the customer's responsibility unless the item is confirmed to be faulty.
- Each repair is assessed individually and subject to material availability.
- Natural variation in stones and pearls means no two repairs will ever be identical, but each will be carefully and thoughtfully restored.
Damages & Issues
Please inspect your order upon arrival and contact us straight away if an item is damaged, defective, or incorrect so we can make it right. If an item is lost or damaged in transit, we'll arrange a replacement after investigating with the courier.
Purchases from Other Retailers
We're only able to process returns or replacements for items purchased directly from our website. If you purchased from a stockist, please contact the store or website where the item was bought.