FAQ
Account
How do I create an account?
Creating an account is easy. Simply click on "My account" or when you place an order, you'll be prompted to register your information with your e-mail address and password.
I've lost my password. What can I do?
You can reset your password by clicking on "I've forgotten" in the corresponding field. You will then be able to generate a new password to connect to your account.
What are the benefits of creating an account?
Configure "My account" and personalize your preferences. Your account stores information such as your order history and your billing and shipping address. It also allows you to track your order. A password ensures that only you have access to your account information.
How can I delete my account?
To delete your account and personal data, please contact us.
Shipping
How can I track my order?
You can track your order here: Track
What countries can I be delivered to?
Paloma offers delivery in France and abroad, to all countries, except in special situations. Please contact our customer service for further information.
What shipping services do you offer?
We offer delivery to any personal postal address, with signature required for delivery. Your package will be delivered by Chronopost in mainland France and by UPS for the rest of the world.
Do I have to pay customs duties?
Product prices are quoted in Euros, inclusive of all taxes and exclusive of customs duties. For orders outside the EU, customs duties are your responsibility. Paloma cannot be held responsible for any actions and/or costs and/or taxes and/or delays due to customs over which it has no control.
Is delivery free?
The delivery price of our orders is calculated at the checkout stage. The price varies according to the country and weight of the parcel.
How long will it take to deliver?
Shipping times vary depending on your location. On average, our customers receive their orders within 5-14 business days. Rest assured, we always strive to get your order to you as quickly as possible.
I haven't received my order. What should I do?
We invite you to contact the carrier as well as our customer service department.
Payment
What payment methods are available?
You can pay by Visa Mastercard and American Express. Payment is debited from your card once you place your order. You can also pay by payment application: Apple pay.
Why was my payment refused?
If your payment is refused or cancelled, please contact your bank directly.
Where can I find my invoice?
For each order placed as a guest, you will receive an invoice by e-mail. You can also download your invoice from your customer account on our website.
Are payments secure?
Yes, your payments are secured by SSL encryption technology. We do not store your payment information.
How do I know if my order has been confirmed?
Once your order has been validated, you will receive a confirmation e-mail with the essential information about your order.
Can I cancel or change my order?
Orders placed through our Online Shop cannot be cancelled or modified. You will always be able to return your order if it is not to your liking.
Returns & exchanges
What is your returns policy?
Paloma has a 14-day returns policy: you have 14 working days from the date of delivery of your order to return it to our returns center for a refund. Returns must be sent in their original condition (packaging, accessories, label, etc.)
Can I make an exchange?
We do not offer an exchange service. You can therefore return your order for a refund, and place a new order.
How do I return my order?
You may return your order within 14 days of receipt. Items must be returned in their original packaging, in perfect condition and with all accessories and packaging. Paloma cannot be held responsible for shipping costs or lost packages when the order has been sent by another carrier.
Do I have to pay to return my order?
The cost of return shipping is your responsibility.
The item I received has a defect. What should I do?
You must contact our customer service department by e-mail. You have 7 days from receipt of the order to notify our service of a defect on an item received.
Has my return been received?
We will send you a confirmation e-mail as soon as we have authorized the refund of your returned item.