FAQ

Orders placed on Palmes.co are shipped within 1-4 business days from Denmark. Estimated delivery times from dispatch:

• Denmark: 1-2 business days
• EU, UK, Norway, Switzerland: 1-2 or 3-4 business days, depending on the selected shipping method
• USA, Canada: 2-4 or 6-8 business days, depending on the selected shipping method
• Australia, New Zealand, Japan, South Korea, Hong Kong, Singapore: 3-4 or 8-10 business days, depending on the selected shipping method
• Rest of World: 4-8 business days, depending on the selected shipping method

Once your order has shipped, you'll receive an email with your tracking information. If you haven't received a shipping confirmation within 4 business days of placing your order, please reach out to us at hello@palmes.co.

Unfortunately, orders can't be changed or cancelled once they've been dispatched. We pack orders Monday–Friday within 10-30 minutes of placement, after which changes or cancellations are no longer possible.

If your order hasn't been dispatched yet, please contact us at hello@palmes.co. For faster handling, use the subject line "Cancel Order/Change order (your order number)".

If you choose to cancel your order by refusing the parcel upon delivery, the item will be returned to our Copenhagen HQ.

We ship to the EU, UK, Norway, Switzerland, USA, Canada, Australia, New Zealand, Japan, South Korea, Hong Kong, Singapore and most of the rest of the world (we do not currently ship to the Russian Federation). Shipments to the UK, USA and Canada are delivered duty paid, so there are no additional charges on delivery.

For other destinations outside the EU, your order may be subject to customs fees charged by your local authorities. Palmes has no control over whether, or how much, you're charged in customs, and we're not responsible for these costs.

If an item in your cart sells out before you complete your order, it's automatically removed from your cart. On rare occasions, an item may also become unavailable after your order has been placed - if this happens, we'll email you to let you know, and refund the full amount to your original payment method.

You can return your order for any reason within 14 days of receiving it. You're welcome to open the package and try the product on, but it must be returned unused, with all original packaging, price tags and labels attached and intact.

Items purchased in the End-Of-Season Sale are final purchase outside of the EU, Norway and Switzerland. Within the EU, Norway and Switzerland, our normal exchange and refund policy applies. All footwear returns must be sent in a protective shipping box - returns sent in the shoe box alone will not be accepted.

Email hello@palmes.co with "Return Serve" and your order number in the subject line, along with the reason for your return and which item(s) you'd like to return. Once we've confirmed your request, you'll receive a return shipping label - the cost of this is deducted from the amount refunded to you. Pack the item(s) in their original packaging with hangtags attached, and drop the parcel off at a shipping provider's parcel shop.

Email hello@palmes.co with "Exchange" and your order number in the subject line, noting the item(s)/size(s) you'd like to return and the item(s)/size(s) you'd like instead. Once confirmed, you'll receive a payment link (if the new item costs more) and a return label. Pack the returned item(s) in their original packaging with hangtags attached and drop the parcel off at a shipping provider's parcel shop - your new item(s) will be shipped once we've received your return.

We provide the return label for you, but the shipping cost is deducted from the amount refunded to you rather than charged upfront.

No - it's not possible to return or exchange an online order at our Palmes City Store or Palmes Carlsberg Store. Online orders must be returned through the process above, and items purchased in-store must be returned in-store.

Once we've received your returned item(s), your refund is transferred to your original payment method within 1-3 working days. Please allow a further 1-4 business days for the amount to appear in your account.

Newsletter discount codes are only valid on full-price items from the Palmes main collection - they don't apply to already-discounted or limited-edition items. For End-Of-Season Sale markdowns, we don't refund the price difference if an item is discounted further after purchase, including when exchanging for a different size.

As a consumer shopping within the EU/Denmark, your purchase is covered by the statutory right to complain ("reklamationsret") for up to 24 months from the date of delivery. This covers defects that were present at the time of delivery - it doesn't cover damage caused by normal wear and tear, misuse or accidents.

Email hello@palmes.co with your order number, a description of the defect and a few photos documenting the issue. We'll get back to you with next steps as soon as possible.

We assess each claim individually. If the item has a defect covered by the statutory right to complain, we'll offer a repair, replacement or refund, depending on the situation.

Yes - the same statutory right to complain applies regardless of whether you bought the item online or in-store. Bring the item to Palmes City Store or Palmes Carlsberg Store along with your receipt, or email us at hello@palmes.co.

No - if you bought your item through one of our retail partners, please reach out to them directly regarding your claim, as they'll be the ones to help you from there.

Palmes City Store
Kronprinsensgade 8a, 1114 København, Denmark
Mon-Fri 10-18, Sat 10-17, Sun 12-16
Phone: +45 29 90 78 80 · Email: hello@palmes.co

Palmes Carlsberg Store
Kildepladsen 2, 1799 Copenhagen V, Denmark (Carlsberg Byen)
Mon-Fri 11-17, Sat 11-15, Sun closed
Email: hello@palmes.co

No, we don't currently offer in-store pickup for online orders. Orders placed on Palmes.co are shipped to your delivery address, and can't be collected at our Palmes City Store or Palmes Carlsberg Store.

No - online orders can't be returned or exchanged at our Palmes City Store or Palmes Carlsberg Store. They must be returned through our online return process (see Returns & Exchanges above). Items purchased in one of our stores must likewise be returned in-store, not through our online return process.

Yes, all prices listed on Palmes.co include VAT.

Fit varies between styles, so each product page includes a size guide with the specific garment measurements for that item. If you're still unsure which size to choose, email us at hello@palmes.co and we'll be happy to help.