TRACK MY ORDER
When shipping your order, we will send a confirmation email with your tracking number to confirm that your order has been accepted.
If you have a registered account with PALAIS, you may check the status of your order online. Visit My Account, sign in to your account and click the ‘Order’ tab.
Your order status may take up to one hour to update after your order has been placed.
SHIPPING DESTINATIONS, COSTS AND DELIVERY TIMES
An estimated shipping time for your order will be available to view on the checkout page before you confirm payment. Estimated delivery times are subject to the acceptance of your order and will be calculated from the date on which your order is placed, unless otherwise specified. Different terms and conditions may apply for different shipping destinations.
If a shipping cost promotion is available, the reduced shipping cost will be displayed at checkout.
If you have a pre-ordered, personalized or monogrammed item, delivery times could take longer than stated in the table. Please refer to checkout for estimated delivery times.
Please note, all orders will require a signature on delivery.
We are only able to deliver to the shipping address provided on your order. Changes are not permitted once your order has been shipped.
Please select your preferred shipping destination for shipping options, delivery times, shipping costs and all other information. Please note, the applicable Terms & Conditions will depend on the shipping destination selected.
PALAIS FILALI partners with selected couriers to deliver to several countries worldwide. We ship to the following destinations:
Andorra, Australia, Austria, Azerbaijan, Bahrain, Belgium, Brazil, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Finland, France, Germany, Gibraltar, Great Britain, Greece, Guernsey, Hong Kong, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Lebanon, Liechtenstein, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Qatar, Saudi Arabia, Singapore, South Korea, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United States.
We endeavor to fulfill all orders and may be able to deliver to your destination even if it’s not listed above. Please contact us at firstname.lastname@example.org to discuss shipping inquiries.
International shipping rates vary depending on country. Your shipping cost is calculated at checkout. To view the shipping cost for your order, simply add items to your basket, then select your shipping destination from the drop-down menu.
Thank you for your purchase, we hope it made you happy.
However, if you need to return an item, or exchange it, we are happy to help. Please find below more information on our return policy.
1- RETURN PROCESS
All returns must be postmarked within fourteen (14) days of the delivery date.
To return an item, please email our customer service at email@example.com to obtain a Return Merchandise Authorization (RMA) number. After receiving your RMA number, place the item securely in its original packaging, or similar, with all original tags attached.
For international customers:
We recommend that you use our services in order to facilitate your return. It will allow you to benefit from our preferential prices, avoid any additional charges, and receive your refund or exchange quicker. Please contact our customer service at firstname.lastname@example.org to receive shipping fees estimate and your prepaid shipping label.
If you want to take care of the return, after receiving the confirmation from our team, please mail your item to the following address:
30 et 31, Derb Anboub Sidi Ishak، Rahba Lakdima
40000, Marrakesh, Morocco
As soon as you ship the item, you must send us the tracking number.
You are responsible for payment of the return shipping charges. Shipping fees may vary according to your location, the size of your package and the shipping company.
Returns remain at the customer’s responsibility until it arrives to our warehouses.
All items must be repackaged and returned in original packing material or equivalent packing materials.
We will not accept merchandise that has been soiled or damaged in shipping due to improper packaging.
Any return without a return authorization will be refused.
2- REFUNDS AND EXCHANGES
After receiving your return and inspecting the condition of your item, we will process your refund.
Shipping fees will be deducted from the amount to refund if a pre-paid shipping label was provided (the return fees to be deducted will be communicated to you beforehand).
Please allow 7-10 business days for the item to be verified and the refund to be processed, or in the case of an exchange, the desired item to be shipped.
Once we process your return, we’ll issue your refund. You will receive your refund less shipping fees (if a pre-paid shipping label was provided) and processing fees which equal 10% of what you paid for the product.
These fees help offset the costs we incur to have our warehouse complete the quality control process, as well as restock and relabel returns.
Refunds are processed in the original form of payment;
Shipping and processing fees are nonrefundable;
If the item which you are returning was purchased in a currency other than your local currency, any refund will be paid in the same currency as the purchase. Due to fluctuations in currency exchange rates, the amount refunded may be higher or lower than the original price paid.
If you return an item from an order placed during the sale and the discount had a minimum purchase value to be applicable, the rest of your unreturned items, if they do not meet the minimum value, will no longer qualify for the discount.
3- PURCHASES THAT CANNOT BE REFUNDED OR EXCHANGED:
Products that are manufactured by special measurements (such as custom rugs).
Products that have been used.
Any products that have been modified, changed or washed.
For defective or damaged products, please contact our customer service for a refund or an exchange email@example.com .
Please note that vintage rugs may have some imperfections, these are not considered as damage.
If you have any questions concerning our return policy, please contact us at: firstname.lastname@example.org
ORDER CANCELLATIONS AND AMENDMENTS
In certain circumstances, before your order has been dispatched, we may be able to cancel your order. You must make your cancellation request within 24 hours, please Contact Us by email (email@example.com) as soon as possible after placing your order and Customer Service will advise if cancellation is available.
Please note, we are unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed.
If your order cannot be cancelled it will be processed and, subject to being accepted by us, a confirmation email will be sent upon shipping.
The Returns & Cancellations Policy does not affect your statutory rights.
For more information on your statutory rights, contact your local Trading Standards Office, Citizens Advice Bureau or the equivalent in your jurisdiction.
For any further queries, please Contact Us.