Refund policy

At PALLAMERA, every decorative pillow is made especially for you after your order is placed. Because our products are created on demand, we are unable to accept general returns or exchanges for change of mind.

However, your satisfaction matters deeply to us. If your order arrives damaged, defective, incorrectly printed, or different from what you ordered, please contact us and we will work to make it right.

Made-to-Order Products

Every PALLAMERA pillow is produced specifically for the customer who orders it. For this reason, we do not accept returns or exchanges in the following situations:

You changed your mind after placing the order.
You selected the wrong size, design, color, or quantity.
The product no longer suits your décor or personal preference.
You provided an incorrect or incomplete shipping address.
You refused or did not collect the package.
The product has been used, washed, altered, or damaged after delivery.

Please review all product details, measurements, images, and your delivery information carefully before completing your purchase.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, incorrectly printed, or you receive an item different from the one you ordered, please contact us within 30 days of delivery.

Depending on the issue and product availability, we may offer:

A replacement at no additional cost.
A reprint of the affected item.
A full or partial refund where appropriate.

The appropriate solution will be determined after we review the information and photographs provided.

How to Report a Problem

To report an issue, email us at contact@pallamera.com within 30 days of delivery.

Please include the following information:

Your full name.
Your order number.
A clear description of the issue.
Clear photographs of the entire product.
Close-up photographs showing the damage, defect, or printing issue.
Photographs of the packaging and shipping label when relevant.

Please keep the affected product and its original packaging until your request has been reviewed. Claims submitted without sufficient photographs or order information may take longer to process.

Do Not Return Products Without Authorization

Please do not send any product back before contacting us and receiving return instructions.

Unauthorized returns may be refused and may not qualify for a replacement or refund. The return address printed on a package may belong to a fulfillment facility and should not be used unless we specifically instruct you to do so.

Minor Color and Appearance Differences

We make every effort to display our designs and colors as accurately as possible. However, colors may appear slightly different depending on screen settings, lighting conditions, fabric texture, and the printing process.

Minor differences that are normal to the manufacturing or printing process are not generally considered defects. If you believe the difference is substantial, please contact us with clear photographs so we can review it.

Order Changes and Cancellations

Because production may begin shortly after an order is placed, requests to change or cancel an order must be submitted as soon as possible.

Contact us immediately at contact@pallamera.com. We will do our best to assist you, but changes or cancellations cannot be guaranteed once production has started.

Orders that have already entered production or have been shipped cannot normally be cancelled.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address during checkout.

We are unable to offer a free replacement or refund when an order is delayed, returned, lost, or delivered incorrectly because the customer supplied an incomplete or incorrect address.

If you notice an address error, contact us immediately. We will try to update it when possible, but changes cannot be guaranteed after production or shipping has begun.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

Check your mailbox, entrance, porch, garage, and other safe delivery areas.
Ask household members, neighbors, or building staff.
Contact the shipping carrier for delivery details.
Allow up to 48 hours, as some packages may be scanned before final delivery.

After completing these steps, contact us and we will help review the available tracking information. A replacement or refund is not automatically guaranteed for packages confirmed as delivered to the address provided at checkout.

Refund Approval

If your refund request is approved, the refund will be issued to the original payment method used for the purchase.

Please allow approximately 5–10 business days after the refund is issued for it to appear in your account. Processing times may vary depending on your bank, card issuer, or payment provider.

Original shipping charges are generally non-refundable unless the refund results from a damaged, defective, or incorrect order.

Partial Refunds

When only part of an order is affected, any approved replacement or refund will normally apply only to the affected item or items.

Items that arrived correctly and without defects are not eligible for a refund solely because another item in the same order had a problem.

Refunds for Orders That Have Not Shipped

If we are unable to produce or ship an item you purchased, we may offer an alternative, request your approval for a delay, or cancel and refund the affected item.

Exchanges

We do not offer traditional exchanges because every product is made to order.

If you ordered the wrong size or design, you may place a new order for your preferred selection. If the item received is incorrect or defective, contact us so we can review it under the damaged or incorrect order procedure above.