StraightReview — Clarity before checkout

THE ORDER HELP DESK

Think you’ve been scammed by Palava?

Start with what happened to your order. Check the dated details below, keep your records and ask for a specific remedy. This is practical order help, not a finding of fraud.

Find your next step Read our Palava review
StraightReview editorial deskSources checked
A parcel, laptop and notebook on a bright desk.
AI-generated editorial illustration; not an order from Palava.
ORDER WORRY?

Start here.
One step at a time.

PICK YOUR SITUATION

What went wrong?

Go straight to the steps that matter to you.

01Order missing? Check the promised dateCheck delivery & tracking02Wrong or damaged? Keep the evidenceKeep photos & get instructions03Read this before paying return postageCheck the return & refund terms04Still unresolved? Check your payment optionsUnderstand your next options

THE STORE’S PUBLISHED DETAILS

The essentials, at a glance.

Delivery: saved policy detail
UK standard shipping costs £4.50, free above £100, with a 2–4-day estimate. £12 next-day service has a midday cutoff.

Sources: Palava — returns and refunds (Deliveries & Returns 2026)

Returns: check before posting
UK customers can obtain a Royal Mail label with £3 deducted from their refund. Include the return form.

Sources: Palava — returns and refunds (Deliveries & Returns 2026) · Palava — customer contact (Contact Us)

Contact route
hello@palava.co

Sources: Palava — customer contact (Contact Us)

Retailer statements. Check your own order’s terms.

01 / YOUR NEXT STEP

Order missing? Check the promised date

UK standard shipping costs £4.50, free above £100, with a 2–4-day estimate. £12 next-day service has a midday cutoff. Europe costs £14 with regional timing; US £18 shipping estimates 7–14 days including duties/tariffs. Selected European destinations prepay customs, though extra charges remain possible; other international routes can incur import charges.

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  • Compare the order date, dispatch notice and tracking. Ask support for the carrier reference and a specific delivery or resolution update.

Sources: Palava — returns and refunds (Deliveries & Returns 2026)

02 / YOUR NEXT STEP

Wrong or damaged? Keep the evidence

Photograph the item, label and packaging. Save the original product description and explain the mismatch before using or returning the goods.

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  • Ask for written instructions and who pays postage. Ordinary change-of-mind rules may differ from the process for faulty or incorrect goods.

Sources: Palava — returns and refunds (Deliveries & Returns 2026) · Palava — customer contact (Contact Us)

Hands photographing a garment and parcel for an order record.
AI-generated illustration; use your own order photographs.

03 / YOUR NEXT STEP

Read this before paying return postage

UK customers can obtain a Royal Mail label with £3 deducted from their refund. Include the return form. The pre-loved trade-in programme has separate eligibility and is not an ordinary refund. The contact page requires ordinary returns within 14 days after receiving the order. International buyers arrange paid signed or tracked postage to the North Yorkshire warehouse.

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  • Keep approval, tracking and delivery evidence. Ask when an accepted return will be inspected and when an approved refund should reach your payment account.

Sources: Palava — returns and refunds (Deliveries & Returns 2026) · Palava — customer contact (Contact Us)

04 / YOUR NEXT STEP

Still unresolved? Check your payment options

Keep receipts, tracking, photographs and messages together. Ask the payment provider on your receipt about its dispute process and deadlines; waiting for support must not make you miss them.

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  • Email hello@palava.co, call +44 (0)207 052 3888, or use the official contact form. The stated reply aim is a couple of working days.
  • Report an unrecognised payment promptly. Eligibility varies by payment method, location and circumstances; recovery is not guaranteed.

Sources: Palava — customer contact (Contact Us)

A person composing a support message beside order notes.
AI-generated illustration; not a real support exchange.

SAVE YOURSELF A BLANK EMAIL

Not sure what to say?

Use a short, specific message. Replace the brackets before sending it.

Open the ready-to-send message

Keep a copy. Leave out passwords, full card numbers and security codes.

ORDER SUPPORT TEMPLATE
Subject: Order [number]: [delivery / item / return problem]

Hello Palava,

Order [number], placed [date]: [brief problem]. Tracking shows [status]. Please confirm [delivery update / return instructions / proposed remedy], the applicable deadline and any cost. My delivery country is [country]. I have attached [receipt/photos].

Thank you,
[Name]

Open the retailer’s contact page

StraightReview does not send this message or collect the details you add.

BEFORE YOU GO

Two things worth knowing.

Does a delayed Palava order prove a scam?

No. A delay alone does not establish fraud. This page helps with a specific order problem; the linked full review explains the broader evidence and its limitations.

Are these Palava terms newly verified?

This guide reuses the dated official-source evidence listed below. It does not represent a new purchase, support test or live policy check. Compare the current terms and your order confirmation before relying on a deadline.

CHECK THE DETAILSSources, dates & limitations

Compiled from saved official-page evidence checked by 2026-11-06. No new source visit, test order, support contact or refund test was performed to generate this guide. Terms can change; your order date, country and item matter. Statutory rights may differ from store policy.

  1. Palava — returns and refunds (Deliveries & Returns 2026)

    Official-page observation saved on 2026-11-06; this guide reuses that dated research. No order or support response was tested.

    Checked
  2. Palava — customer contact (Contact Us)

    Official-page observation saved on 2026-11-06; this guide reuses that dated research. No order or support response was tested.

    Checked

A detail changed? Send a correction. Leave out private order or payment information.

Published · Updated