We are sure you will be delighted with the quality, presentation and service you receive from us and we make every effort to portray an accurate image of our collection online . However, we do recognise that what you receive may not be exactly what you were expecting! If for any reason you are not completely satisfied with your purchase, follow the clear instructions on how to return the goods to us.

Please ensure you return unwanted items to us, unused, within 14 days of the order date. The policy excludes earrings* . We will be more than happy to provide you with a full refund or you can exchange unwanted items for something else. Please keep all the packaging materials and return the goods to us in the same condition they were sent to you.

* Palenque reserves the right to refuse exchange of earrings for reasons of health and hygiene. Refunds for earrings will only be given in the event that they are faulty.

Please note that all goods are checked very carefully by Palenque before despatch to ensure that you receive your purchase in perfect condition. We also inspect carefully any items you return to us.

Goods damaged in transit to you will be replaced with free delivery upon receipt of returned damaged goods. Please inform us of any breakages within three days of receiving your order.

How to return the goods to us:

• Use the return label located on the despatch note and stick it over your address on the packaging we sent to you.
• Please complete the PALENQUE ONLINE returns/exchange form included with your order.
• Securely pack the unwanted items and the form back in their original packaging.
• Do not forget to remove or cover the used Royal Mail Recorded/Special delivery label from original delivery of your parcel.

We do insist that you use the Royal Mail Special Delivery service to return the item(s) to us. Sadly, parcels we have sent by any other service have frequently gone 'missing'. If you do choose to return the items by any other means and this results in the items being lost or damaged, we will not refund the items or the delivery charge.

We will only refund return/exchange postage costs if the item returned is faulty.

Keep the Special Delivery ticket and receipt in a safe place. This has a unique tracking number that will help the Post Office trace your parcel in the event it is lost. Remember to also write you name and address on the back of the parcel.

If you have any questions at all please feel free to ask us! Send us an email to mail@palenque.co.uk or telephone us on 01904 621663 and we will do our very best to help you out in anyway.

We look forward to serving you.