Refund policy

I hope you love your order. If something isn't quite right, please email me at info@palmofferonia.com before returning your order so I can advise on the best next steps.

Skincare, Body Care & Aromatherapy

For hygiene and safety reasons, I'm unable to accept returns or exchanges on opened skincare, body care, aromatherapy or tea products.

If your order arrives damaged, incorrect or faulty, please contact me as soon as possible. If you experience an unexpected reaction after using a product, please stop using it immediately and contact me within 14 days of delivery so I can help investigate the issue.

As everyone's skin is different, I cannot guarantee suitability for every individual. I always recommend patch testing before first use.

If you have allergies, sensitivities or you're unsure whether a product is suitable for you, I always recommend checking the full ingredients list before purchasing. You're also very welcome to email me before ordering if you'd like advice.

Adorned Jewellery & Studio Craft

Returns are accepted on ready-made jewellery, journals, bags, charms and other eligible Studio Craft pieces within 14 days of delivery.

Items must be:

Unused and unworn
Returned in their original packaging
In the same condition they were received

Items showing signs of wear, use, damage, alteration or repair cannot be accepted for return unless they are faulty.

Items returned without prior contact may experience delays while I identify the order and assess the return.

If you'd like to arrange a return, simply email info@palmofferonia.com with your order number and I'll provide return instructions.

Customers are responsible for return postage unless an item is faulty, damaged or sent in error. I always recommend using a tracked service, as I can't accept responsibility for returns lost in transit.

For hygiene reasons, earrings can only be returned if they are faulty.

Once your return has been received and inspected, refunds are usually processed within 3 working days. Original shipping costs are non-refundable. Refunds will only be issued once returned items have been received, inspected and confirmed to meet the conditions outlined in this policy. Approved refunds will be made to the original payment method used at checkout.

Please note that bespoke, personalised, customised, altered, resized or made-to-order items cannot be returned unless they are faulty.

Order Cancellations

If you need to cancel your order, please contact me as soon as possible.

Orders can usually be cancelled before they have been dispatched. Once an order has been fulfilled, the returns policy above applies.

International Orders

Orders shipped outside the UK may be subject to customs procedures depending on the destination country and shipping method. Customers are responsible for ensuring that products may legally be imported into their destination country and for complying with any local customs requirements.

Where orders are sent Delivered Duty Unpaid (DDU), any import duties, taxes, customs charges or handling fees charged by the destination country's customs authority or carrier are the responsibility of the customer and are non-refundable by Palm of Feronia.

If a parcel is returned due to unpaid customs charges or because it was not collected, any return fees charged by the courier will be deducted from your refund.

Any original shipping charges paid at checkout are non-refundable.

Refused Deliveries

If an order is refused by the recipient, is unclaimed, or is returned because delivery could not be completed, any return shipping costs, customs charges, duties or courier fees incurred will be deducted from any refund where applicable. If the costs incurred equal or exceed the value of the order, no refund will be payable.

Jewellery Repairs & Alterations

Every Adorned piece is handmade using natural gemstones, freshwater pearls and sterling silver. While each necklace is securely made, natural materials and stringing can become worn over time through everyday use.

If you'd like a necklace shortened, lengthened or otherwise adjusted, I'm usually able to do this for a small fee.

If your jewellery ever needs restringing or repair, please get in touch. If a fault develops within 3 months of purchase, I'll happily repair it free of charge.

After this period, or where damage is consistent with everyday wear, accidental damage, water exposure or general restringing, repairs are available for a small fee.

To arrange a repair, simply email info@palmofferonia.com with your order number, a brief description of the issue and, if possible, a clear photograph.

Please note:

Return postage is the customer's responsibility unless the item is confirmed to be faulty.
Repairs are assessed individually and are subject to material availability.
Repair costs are quoted in advance and payment may be requested before work begins.
Any replacement materials used during a repair will be chosen as closely as possible to the original design, although exact matches cannot always be guaranteed due to the natural variation and availability of gemstones, pearls and other materials.

Damaged, Incorrect or Missing Orders

Please inspect your order as soon as possible after delivery. If your parcel has arrived damaged or incorrect, please contact me within 48 hours where possible so I can investigate promptly.

If anything is damaged, incorrect or appears to have been lost in transit, please contact me as soon as possible so I can investigate and put things right.

If your parcel appears to be delayed or missing, please get in touch as soon as possible. I'll investigate with the delivery provider and keep you updated throughout the process.

Please note that delivery providers have their own timescales before an item can officially be considered lost, so investigations may not be able to begin immediately. Please keep all original packaging where possible if your parcel has arrived damaged, as this may be required by the delivery provider during an investigation.

Purchases from Other Retailers

I'm only able to process returns, refunds or repairs for items purchased directly from www.palmofferonia.com.

If you purchased your item from one of my stockists, please contact the retailer directly, as they'll be able to help with your return or exchange.