Terms & Conditions

Terms & conditions


The Palenque Online 100% satisfaction guarantee 
All of our jewellery carries a full money back guarantee. Any items, except earrings*, can be returned within seven days for a full refund or exchange. Please ensure that the goods are in perfect condition, unused and in their original packaging. Remember to include your name, address and order number and to specify whether you would like a refund or exchange.
Returned goods which are lost in the post, arrive damaged or in an unfit condition for resale, will NOT be refunded, and the delivery charge for the original order will not be credited.
Goods despatched by Palenque that are damaged in transit will be replaced at no extra cost, with free delivery. Please inform us of breakages immediately upon receipt of your order or within three days.

* Palenque reserves the right to refuse exchange of earrings for reasons of health and hygiene. If earrings are unworn and unused please email us at orders@palenque.co.uk to discuss your return. If you are looking to return any earrings this will need to be processed with 7 working days to enable a refund.

Returns Policy
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. Items returned after 28 days will not be eligible for a refund (unless faulty), in these instances, you will be offered an exchange or credit for the cost of these items.

* 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: 

• 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. 

  • Please return to Palenque Online, 60 Low Petergate, York, YO1 7HZ

We do insist that you use the Royal Mail Recorded/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 your name and address on the back of the parcel.

If you have any questions at all please feel free to ask us! Ideally please send us an email to orders@palenque.co.uk and we will deal with your query as soon as possible or telephone us on 01904 638152 and we will do our very best to help you out in any way.
We look forward to serving you. 

All deliveries are subject to stock availability and authorisation of your payment. We can advise you of availability of any out of stock items. As our website is live and interactive, we aim to only show ‘in stock’ items. If there is high demand for a certain item, the website may show that the item is ‘in stock’ when in fact it is out of stock. In such an event will be contacted as soon as possible. No payments will be taken until stock orders and availability has been confirmed.

If you have specified a separate delivery and invoice address, the invoice and receipts will still be posted directly via first class to the cardholders address.

A signature will be required upon delivery of the goods. Receipt of a signature at the delivery address will be proof that the order has been delivered.

Delivery Times
Our standard delivery time is 48 hours. If we receive an order online before 2 pm we will aim to despatch the order that same day. We can advise you of availability of any out of stock items. As our website is live and interactive. Our aim is to show only items that are in stock items. If delays are likely for whatever reason we will notify you as soon as possible.

Overseas Delivery
We are happy to accept orders for delivery to any part of the world. Posting and Packing charges will apply according to the destination and the details entered automatically at the checkout. An overseas order will be sent via International Registered or International Recorded Delivery depending on the country of destination.

We accept the following methods of payment, Maestro, Solo, Visa Debit, Visa, MasterCard, Delta, Visa Electron, Amex and PayPal.

Payment may be made by any of the methods above and will be debited when your order is processed. If for any reason we cannot fulfill your order, we will endeavor to contact you within 24hrs via email. We will either suggest an alternative, place the item on backorder, and then send it to you when it is available, or if there isn't anything else that you would prefer we will process a refund for you.