FAQ

Palais Projects — Frequently Asked Questions (FAQ)

Orders & Payments

1. What payment methods do you accept?
We accept all major credit and debit cards (Visa, MasterCard), Apple Pay, and Google Pay. In some countries, local payment methods (such as Klarna or MobilePay) may also be available at checkout.

2. Can I change or cancel my order after it’s been placed?
We process orders quickly to ensure fast shipping, so changes or cancellations are only possible within 2 hours after placing your order. Please contact our customer service team immediately at support@palaisprojects.com if you need assistance.

3. Do you offer gift cards?
Yes, Palais Projects digital gift cards are available in various amounts. They are delivered via email and never expire.

Shipping & Delivery

4. Where do you ship from?
All orders are shipped from our warehouse in Denmark.

5. Do you ship internationally?
Yes, we ship worldwide. Delivery times and fees vary depending on your location.

6. How long does shipping take?

  • Denmark: 1–2 business days

  • EU countries: 3–5 business days

  • Rest of the world: 5–10 business days
    Once your order is shipped, you’ll receive a tracking number by email.

7. Will I have to pay customs or import duties?

  • Within the EU: No customs duties or import fees.

  • Outside the EU (e.g., US, UK, Asia): Customs duties, taxes, or import fees are not included and are determined by your local customs authorities.

8. My tracking link isn’t updating — what should I do?
Tracking updates can be delayed for up to 48 hours after shipping. If it doesn’t update after that, please reach out to us at support@palaisprojects.com.

Returns & Exchanges

9. What is your return policy?
You can return items within 14 days of receiving your order for a full refund or exchange, provided the products are unused, unwashed, and in original packaging.

10. How do I return an item?
To start a return, go through the link here: https://www.returnflows.com/en/palaisprojects-com 

11. Do I have to pay for returns?
Exchanges are free but returns are not free in the EU. For returns outside the EU, shipping costs may apply — this will be specified in your return instructions.

12. How long does it take to receive my refund?
Refunds are processed within 5–7 business days after your return is received and inspected.

Products & Sizing

13. How do I know which size to order?
Each product has a detailed size guide on its page. If you’re unsure, we recommend sizing up for a relaxed fit or contacting us for personalized advice.

14. Are your products unisex?
Yes, most Palais Projects garments are designed with a unisex fit — meant to be worn and styled by everyone.

15. Do you restock sold-out items?
Some pieces are restocked, but many of our items are limited edition. To get notified about restocks, sign up for our newsletter or follow us on Instagram @palaisprojects.

Other Questions

19. How can I contact you?
You can reach us at support@palaisprojects.com or via our Instagram DMs. Our team typically responds within 24 hours on business days.

20. Do you collaborate with influencers or creators?
Yes, we occasionally collaborate with creatives who share our vision. If you’d like to collaborate, please contact collabs@palaisprojects.com with your social links and proposal.

21. Can I visit your showroom or store?
We currently operate online only, but occasionally host pop-up events in selected cities. Sign up for our newsletter to stay updated.