Return/Exchange Policy
You have the option to return or exchange within 7 days after receiving the products. If you decide to exercise your right of return or exchange, it is your responsibility to promptly return the products to us in their original conditions. Unless there is product quality problem, products are allowed exchange only once, and the exchange must be a product of the same style and the same color.
Please note that we will not accept return/exchange if the returned products do not comply with below instructions:
- The product is unworn and unwashed and meet the conditions for secondary sales;
- The product is in its original, undamaged packaging, including any accessories or instruction booklets;
- The product is complete, e.g. both items of a pair must be returned;
- The product is sent back to us within five working days after the return/exchange request has been confirmed, and a valid tracking number is provided.
Please also note that certain personal hygiene‑related products and some limited‑edition products (e.g., underwear, swimwear, etc.) are not accepted for return or exchange except for quality issues.
Additionally, return or exchange can only be processed online for products purchased through this website; we do not accept return or exchange at our physical stores.
Return Procedure
Please follow the steps below to initiate your return:
1. Log in to your member account.
2. Check the order you wish to return, select the product(s) to be returned, and click Apply Return Order.
3. Fill in the required information and submit return application.
4. Once your return application is accepted by our Customer Service Centre, we will contact you and provide detailed return instructions.
5. You must arrange courier to send back the returned products within 5 working days (from the date of return confirmation) and provide us with the tracking number.
6. If your order applied a coupon or included a free gift, you must return the gift together if it fall below the qualifying threshold for the gift. If you fail to return the gift, we may reject your return application.
7. After the returned products are confirmed delivered, our warehouse requires 2–5 working days for inspection. After the returned products are verified to comply with the return policy, we will arrange a refund via your original payment method. The actual time for the refund to reach your account depends on the bank or payment platform involved and may take up to 10 working days.
We recommend you keep the shipping receipt when returning the products.
Exchange Procedure
To initiate an exchange, please contact our Customer Service for specific procedures. We will send you a message or email explaining the exchange steps. Once we receive your returned products, we will promptly process the exchange. The replacement products will be shipped to you based on the delivery information from your original order. If there are any changes to the delivery details, please inform our Customer Service in advance.
For your protection, we recommend that you keep the shipping proof when returning the products.
Return/Exchange Shipping Charges
For return/exchange without quality problem, the cost of postage to return the product is borne by you. Please note that we only accept the returned product by delivery with traceable mailing, non-traceable delivery will not be accepted. We are not responsible for any damage or loss of returned products during transit.
Different styles of clothing, footwear, and accessories may vary in fit and design; the size charts are for reference only. Sizing issues are not considered as quality‑related return or exchange. If it is confirmed that the issue is a product quality problem (e.g., material defect, damage) or an incorrect item or size sent by us, we will bear the full cost of return shipping both ways.
Email: cs-hk@palladiumboots.com
