Customer Care Alt

EMAIL CUSTOMERCARE@PALMNOOSA.COM.AU

MEDIA ENQUIRIES MEDIA@PALMNOOSA.COM.AU

PHONE +61 457 170 000

SHOP 3, 71 HASTINGS STREET, Noosa Heads QLD, 4567

MONDAY TO SATURDAY 10AM - 5PM

SUNDAY 10AM - 4PM

All orders are shipped from Noosa Heads, Queensland, Australia.
We offer Domestic and International shipping.

Shipping costs (Australian Dollars, including GST);

Within Australia (Express Post) $12.50

Outside Australia (Express Post) $25.00

ONLINE WAREHOUSE SALE

All Online Warehouse Sale items are Final Sale and are not eligible for return or refund.

ORDER CONFIRMATION

When your order has been placed, a confirmation email will immediately be sent to your nominated email address. If you do not receive a confirmation email, please email us at customercare@palmnoosa.com.au

PROCESSING AND DELIVERY TIMES

For shipping we use Australia Post for all Domestic and International deliveries.

All deliveries are Express Post.

All orders will be processed on the business day following your order.

Once your parcel has been dispatched a unique tracking number will be sent to your nominated email address. You can track your parcel clicking on the link provided in the email.

Delivery times are in Australia Posts control, but we advise allowing 1-3 business days for domestic orders and 3-5 days for International orders.

Please note, Australia Post has temporarily suspended the Express Post Guarantee of next day delivery due to delays as a result of limited flights, social distancing requirements and an increase in parcel volumes. This means you may experience a small delay in receiving your delivery.

Thank you for your understanding.

DELAYS IN DELIVERY

During sale and holiday periods we will endeavour to commit to our normal delivery times, however some deliveries may take 1-2 days longer.

In the case of any delay to processing times, you will be notified by email.

ORDER CHANGES

If you require any changes to your order including incorrect address details and sizing, please contact us immediately at customercare@palmnoosa.com.auto ensure adjustments can be applied prior to the order being processed.

If your order has already been processed, Palm Noosa accepts no responsibility for incorrect details entered, however our usual returns process is available.

Shipments that are rejected by the receiver will result in the customer incurring redirection fees. In the instance that a shipment is rejected by the receiver, it is the customer's responsibility to contact us to notify us of the situation.

Palm Noosa reserves the right to cancel any order after purchase.

CURRENCY TAXES AND DUTIES

Note that all product prices indicated and payments made on palmnoosa.com.au are in AUD currency. GST is included to all shipments within Australia.

For orders to countries outside of Australia, deliveries to most countries are shipped on a DDU (Delivery Duty Unpaid) basis, which means duties and taxes will be payable upon arrival in your country. We are unable to estimate the amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. Payment of these is necessary to release your order from customs. For more information, please contact your local customs office.

Palm Noosa do not refund tax and duties on returns or exchanges. Please contact your local customs office to obtain your tax refund.

GIFT WRAPPING

All Palm Noosa packages are gift wrapped with tissue paper, sticker, drawstring garment bag and box. If you wish to include a personal note, please email customercare@palmnoosa.com.au immediately after placing your order.

FAULTY ITEMS AND RETURNS

We aim to provide you with products of the highest standard and quality. If you have received a product with a manufacturing fault, please contact us as soon as you receive your order. This way we can guide you through the returns process and help resolve the problem. Please provide our team with images of the damage, defect or fault for preliminary assessment.

If the product is confirmed to have a manufacturing fault, we will replace the product or refund the price of the product to your original payment method at your request. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.

It does not constitute a defect, if in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse or failure to use in accordance with care for instructions.

POSTAGE ON RETURNS

Returns will be processed for various reasons. Postage costs will be paid as follows;

Palm Noosa Faulty Returns

Customer General Exchange Returns (i.e., Change of mind, change of size)

LODGE A RETURN

If you have an exchange for any reason, please contact customercare@palmnoosa.com.au and provide an explanation of the exchange and photographic evidence if the exchange is due to a fault.

If the exchange is due to a fault, Palm Noosa will issue you with a postage label for the return.

If the exchange is a general exchange, Palm Noosa will provide you with the Postal Address for the return.

We accept items back within a 7 day period for return from day of receipt in our Hastings Street Boutique.

We accept items back within a 14 day period for return from day of receipt for purchases made online.

We strongly recommend inspecting and trying on all purchased items upon arrival to ensure adequate time to return items within our returns time frame.

Please read our returns policy below, before emailing us at customercare@palmnoosa.com.au to notify us of your return.

FULL PRICE ITEMS

Full price items are eligible for Exchange, Store Credit or Refund provided the garment is returned in its original condition; unworn, unwashed and in the original garment bag with tags attached.

For Health and Safety Reasons we cannot accept returns on earrings.

Returns that are damaged, show signs of wear (including traces of makeup, perfume, deodorant etc.) or do not have their original tags attached may not be accepted and may be returned to sender.

SALE ITEMS

Sale items are eligible for Store Credit provided the garment is returned in its original condition; unworn, unwashed and in the original garment bag with tags attached. Palm Noosa deems a Sale Item any item that has been marked down permanently.

Sale items are not eligible for a Refund unless faulty or required by law.

Returns that are damaged, show signs of wear (including traces of makeup, perfume, deodorant etc.) or do not have their original tags attached may not be accepted and may be returned to sender.

PROMOTIONAL ITEMS

Promotional items are eligible for Exchange, Store Credit or Refund provided the garment is returned in its original condition; unworn, unwashed and in the original garment bag with tags attached.

Palm Noosa deems a promotional item to be a full priced item marked down for a limited time that will return to its original price after the promotion ends.

Returns that are damaged, show signs of wear (including traces of makeup, perfume, deodorant etc.) or do not have their original tags attached may not be accepted and may be returned to sender.

SHIPPING COSTS

We do not refund initial shipping charges for items returned, other than for faulty items.

Your own return postage costs are not refundable.

RETURN ADDRESS

Palm Noosa
PO Box 1106
Noosaville BC QLD 4566

Palm Noosa is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number.

EXCHANGE POLICY

If a garment is being returned to exchange for a different size, your return postage costs are not refundable. Palm Noosa will post the replacement size to you free of charge.

FAULTY GARMENTS

We aim to provide you with products of the highest standard and quality. If you have received a product with a manufacturing fault, please contact us as soon as you receive your order with images of the damage, defect or fault for preliminary assessment at customercare@palmnoosa.com.au.

STORE CREDIT

Store credit is valid for 3 years from the date of issue. Any credit remaining at the time of expiry will no longer be available to use. Store Credit is issued in the form of a unique Gift Card code and is redeemable both instore and online.

If a faulty garment is being returned for a store credit, Palm Noosa will also credit you with the initial postage charge. We will email you once we have received your return item/s and confirm your store credit by issuing you with a unique credit code.

Typically, your order will be dispatched same business day if placed before 12pm AEST or the next business day if placed after 12pm AEST.

During busy periods, promotional events and sales there may be delays on the dispatch of your order.

Australia Post has temporarily suspended the Express Post Guarantee of next day delivery due to delays as a result of limited flights, social distancing requirements and an increase in parcel volumes. This means you may experience a small delay in receiving your delivery.

Thank you for your understanding.

As our warehouse starts processing orders immediately after they are placed, we cannot guarantee that your requested changes can be made to your order prior to shipment.

Please make sure you choose your items carefully and add the correct shipping before placing your order.

If you have an urgent change contact our team via email customercare@palmnoosa.com.au straight away and we’ll try and assist with any change requirements, as once the order has left our premises we are not able to make any changes.

You can find our size guide here. Each of our garments also include an individual sizing chart to assist you with a detailed measurement. Individual descriptions will provide you guidance to cut and fit of each Palm piece.

If you require further assistance please reach out to our Customer Care team at customercare@palmnoosa.com.au, or email us your contact number and request a call from our friendly team to assist you in purchasing your ideal piece.