Shipping and returns

1. Delivery of goods and acceptance
The Seller processes orders Monday through Friday. Orders are processed the same day they are placed, or on the next available business day. Orders placed Friday afternoon through Sunday will be processed the following Monday.

Purchased products will be delivered to the address indicated by the Customer in the order within 24–48 business hours of shipment, at the cost specifically indicated on the Website before the order is placed. Once an order has been placed, it cannot be cancelled or changed. You can track the progress of your package using the tracking number provided by email directly from the BRT courier using a direct link. You can also check your tracking by entering this number on the BRT website under "Track Shipment."

The customer must provide complete shipping information, without omitting any details that are important for delivery. If any information is missing or the address is incomplete, it will not be possible to make any changes or additions.

The sale price, indicated in the description of each product, is expressed in Euros/€ and includes VAT and packaging costs. Shipping costs, which also include VAT, must be added to this amount. The price of the product charged to the user is the one listed on the Site at the time the order is placed, plus order processing and shipping costs. The price indicated at the time of purchase is not subject to change.

Shipping is handled by BRT throughout Italy at a cost of €6, paid by the customer. Shipping is free for all orders over €89. The customer will receive an email directly from BRT containing a link to track their order.

The Seller is not responsible for any delays and/or failed deliveries caused by incomplete or inadequately provided addresses at the time of ordering. Any delays will not entitle the buyer to claim damages of any kind.

In the event of significant delays in delivery, the Seller may initiate a report with the courier regarding a possible loss of the package. This process may take up to 14 business days to complete. Once the investigation is complete, the package may be located and automatically returned to BRT, or it may be declared permanently lost. Only in the latter case will the item be reshipped, subject to availability, or a full refund issued. It is not possible to proceed with a new shipment or refund until the courier has completed the verification process.

ATTENTION: BRT courier makes two delivery attempts. If the recipient is not present at the second delivery attempt, or the address is incomplete or incorrect, it will not be possible to reschedule the delivery and a hold will be requested. Once an order has been placed, it cannot be cancelled or changed.

If the Seller is unable to ship the purchased product, it will promptly notify the user, who will be entitled to a full refund of the payment made within 15 (fifteen) days of sending the notification, excluding any further right of the user to refunds and compensation.

If the packaging or wrapping of the ordered products arrives at its destination clearly damaged, the buyer is invited to refuse delivery from the carrier/shipper or to accept delivery "with reservation".

2. Right of withdrawal
The consumer is entitled to withdraw from the contract concluded, without any penalty, within 14 (fourteen) calendar days from delivery of the product or, in the case of purchasing multiple products delivered separately in a single order, from when the last product was delivered (the count of days is calculated from the day of receipt).

The following cannot be returned:

1. Costumes;
2. Accessories.

For returns of items purchased in:

1. Sale Periods;
2. Black Friday;
3. 48% discount;

A discount code (valid for 1 year) will be issued equal to the value paid for the returned goods, net of shipping costs.

To exercise the right of withdrawal, the buyer must send an email to customerservice@palomastore.it indicating:

• Name and surname;
• Order number;
• Email address used;
• Goods to be returned;
• Reason for return.

Once the request is accepted (within 2-3 business days), the Seller will provide the address to which the return should be sent. Once the address is received, the Consumer must ship the goods within 72 hours. The return must reach the Seller's headquarters no later than 10 business days after receiving the shipping address via email (returns received after a longer delay, even if shipped within the indicated timeframe, will not be accepted).
Inside the package, the Consumer, in addition to the goods to be returned, must include the completed form downloadable from the following link:
Download the return form
Shipping costs are non-refundable; only the value of the items will be refunded.

The customer has the right to make a partial or full return, returning only a portion of the purchased products and keeping the remainder. If the returned products (partial or full return) exceed the minimum threshold (€89) for free shipping at the time of purchase, the right to free shipping will expire. In this case, a €6 standard shipping cost will be deducted from the refund.

The risks and direct costs of returning the products will be borne by the consumer, unless the product is not being returned because it was received damaged, in which case the costs will be borne by the Seller, without prejudice to any subsequent investigation into the causes of the damage suffered by the product. If the returned goods are worn, damaged (for example, with signs of wear, abrasions, scratches, deformations, necklines, etc.), missing all their parts and accessories (including labels, tags, laces, and any other attached elements), or missing the original packaging and wrapping, the Seller reserves the right not to proceed with the refund. This also applies to returns communicated or sent back late, or returns of products that are not in the same condition in which they were received.
If it is not possible to issue a refund for the above reasons, the consumer, after notifying the Seller, will have 15 working days to collect the package at his own expense and under his own responsibility.
Returns are processed within 14 days of receiving the package. The Seller will not send an email to confirm receipt of the package. Once the return has been examined and processed, a confirmation email will be sent. The refund will be issued to the same payment method used to place the order within 15 (fifteen) days of processing the return.
For orders placed with cash on delivery, the account holder's name and IBAN must be promptly communicated in order to process the refund via bank transfer. Otherwise, a store credit will be automatically issued.