UK Delivery services are made with DHL. Orders placed usually delivered within 7 working days. If you are out when the parcel arrives at your specified address, the DHL driver will leave a card with details of where to collect your parcel.
If you have provided a mobile number, you will receive text updates. You can also select the DHL Pick-up Shop option. All you need to do is enter your postcode and choose the Pick-up Shop that is most convenient to you.
All of our international deliveries are sent via DHL Worldwide Tracked. Delivery times can vary between countries, though we estimate that European orders will be received within 14 working days and for the USA and Rest of World countries, delivery should be made within 14 working days. If you would like any advice or a time estimate to your specific country, please don’t hesitate to get in touch by email.
Please note that your order may be subject to import duties. Neal and Palmer unfortunately cannot estimate nor advise what these duties might be as they can vary between countries and often fluctuate. If you need any advice on import duties, you must contact your local authority.
You may return any retail product for a credit note or exchange within 14 days of purchase to Neal and Palmer.
Custom, Bespoke and special orders will not be refunded or exchanged.
Any claim regarding damaged or defective goods must be made within 48 hours of purchase or receipt of merchandise.
To return any items please contact Neal and Palmer via email. Please indicate the reason for the return, and whether you would prefer a replacement, exchange or credit note.
All items must be returned directly to:
Neal and Palmer, 11 Piccadilly Arcade, London, SW1Y 6NH
All goods returned for an exchange or credit note must be in a saleable condition with the original packaging intact and in an unused condition.
Please use an insured registered delivery method to return your order.
Please note that we do not refund the cost of delivery.
We are unable to offer exchanges or refunds on bespoke, custom-made items or special orders. This means that we cannot provide refunds or exchanges on items that have been specially made to order for you or any items that have been altered or personalised in any way and products that are not normally stocked by Neal and Palmer but have been ordered specially at your request.
We ask that customers understand that custom made and bespoke items cannot be refunded on the grounds that a customer simply does not like a product.