Question 1

How do I track the status of my order?

Accepted Answer

Once your order has been shipped, you will receive a confirmation email containing the shipment details and a tracking number so that the shipping progress of your order can be tracked. If the order was placed via your account, the status of your order can be checked by logging into your account and entering the “Orders” section. Once your order has shipped, your order tracking page also carries a “Track with the courier ↗” link that opens the courier's own tracking page for your shipment.

Question 2

My tracking number does not work or does not exist. How can I track my order?

Accepted Answer

If the tracking number does not work or is non-existent, please do not be alarmed as the process of transferring information from the courier to our systems can take up to a maximum of 24 hours to complete. During this time, information regarding your order may be incomplete or the tracking number may be indicated as “non-existent”. For this reason, we encourage that you check again after 24 hours have elapsed since you received your email with the tracking information. The information will be updated directly by the courier.

Question 3

Do you ship to my country?

Accepted Answer

We currently deliver across India (PAN-India) to most serviceable pin codes. We do not offer international shipping at this time. To check whether we deliver to your location, simply enter your delivery address at checkout — if your pin code is serviceable, you will be able to place your order. Delivery availability is always subject to the serviceability of your address at the time the order is placed.

Question 4

How much does shipping cost?

Accepted Answer

Shipping is completely free — we do not levy any shipping charges on orders placed through our website. If any charges were to apply in the future, they would always be displayed clearly at checkout before you complete your purchase.

Question 5

Is there free shipping?

Accepted Answer

Yes. We offer free shipping on all orders across India, with no minimum order value required to avail it. Should our shipping charge structure change at any point, the updated charges will be shown to you at checkout.

Question 6

Are prices on the website inclusive of taxes?

Accepted Answer

Yes. All prices displayed on our website are in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax (GST) and other statutory levies, unless expressly stated otherwise. Any delivery charges, where applicable, would be shown separately at checkout — though we currently offer free shipping on all orders.

Question 7

Will I receive a tax invoice?

Accepted Answer

Yes. A tax invoice will be issued for your order in accordance with applicable law, and it will reflect the GST-inclusive price of the products purchased. If you need a copy of your invoice, please write to our Customer Care team at customercare@palmangels.co.in and we will be happy to assist.

Question 8

Some items are missing from my order. What should I do?

Accepted Answer

In case your order has been delivered and you have noticed that some items are missing, please contact our Customer Care team. You will need to provide us with the following information in order to begin an investigation with the courier company: • General photos of the parcel (possibly from different angles) • Photos of the contents • Details on the condition of the parcel upon delivery Please keep everything you have received, including the cardboard box, until the end of the investigation with the courier.

Question 9

What happens if I am not at home when the parcel is delivered?

Accepted Answer

If you are not available when delivery is attempted, a new attempt will be made the following day. If necessary, a third attempt will be made the day after. If the parcel is not delivered on the third attempt, the package will be diverted to our warehouse. If a parcel is returned to us in this way, prepaid orders are refunded to the original payment method as soon as the return to us begins, and the amount usually reflects within 7–10 working days. For Cash on Delivery orders, nothing was charged, so there is nothing to refund. Once the parcel reaches our warehouse, the order will show as cancelled in your account, and a GST credit note will be issued and made available to download from your order page.

Question 10

How long will my order take to arrive?

Accepted Answer

Orders are processed within 2 working days from the date of order confirmation and dispatched shortly thereafter. Once dispatched, the estimated delivery timelines are: • Metro Cities: 2 working days • Tier II & Tier III Cities: 3–5 working days • Remote & Rural Areas: 5–7 working days Please note these are estimates from the date of dispatch and may vary during peak seasons, public holidays, or due to factors beyond our control.

Question 11

How can I place an order?

Accepted Answer

Shopping on our Online Store is very simple: if you already know what you are interested in, use the specific links. Once you find an item you want to order, select the size and colour and click “Add to bag”. You can view the selected items by opening the “Shopping bag” from the top of the page. From the Shopping bag you can remove the products in case you have changed your mind or add them to your Wishlist. To complete the order, click “Checkout”.

Question 12

I can't place an order. How can I fix this?

Accepted Answer

Please find our suggestions for placing your order below: • Connect to the website with a different browser — we recommend the latest version of Google Chrome or Mozilla Firefox • Try to delete cookies from your browser or clear your cache • Try to use an alternative payment method • Check that your payment card is enabled for online purchases and keep the 3-D Secure code at hand If you still have problems placing your order, please contact our Customer Service department. We’ll be happy to help!

Question 13

Can I modify my order or change my delivery address after placing it?

Accepted Answer

If you need to change something about your order — such as the delivery address, size, or colour — please contact our Customer Care team as soon as possible at customercare@palmangels.co.in or +91 7087585030. We will do our best to help while your order is still being processed. Please note that once an order has been dispatched, we are unable to modify it or redirect it to a different address, so do ensure your details are correct at checkout.

Question 14

How do I cancel my order?

Accepted Answer

You can cancel your order any time before it has been dispatched, either through the cancellation option in your account (where available) or by contacting our Customer Care team at customercare@palmangels.co.in or +91 7087585030. Once an order has been dispatched, it can no longer be cancelled. However, you may raise a return once it is delivered, in line with our Returns Policy. Where a cancellation is successful before dispatch, a full refund will be processed to your original payment method.

Question 15

What payment methods do you accept?

Accepted Answer

We accept a range of secure payment methods, including credit cards, debit cards, net banking, UPI, and electronic wallets. Cash on Delivery (COD) is also available on eligible orders and serviceable pin codes. All available options will be displayed for you at checkout.

Question 16

Is Cash on Delivery (COD) available?

Accepted Answer

Yes. Cash on Delivery (COD) is available for eligible orders and serviceable pin codes. COD availability will be indicated at checkout. If it is available for your address, you will be able to select COD as your payment method before confirming your order.

Question 17

Is it safe to use my card on your website?

Accepted Answer

Yes. All payments are processed through secure, third-party payment gateways, and we do not store your complete payment card details on our servers. For your own security, please ensure you are the authorised holder of the payment instrument used, and keep your account login credentials confidential at all times.

Question 18

How do I use a discount or promo code?

Accepted Answer

If you have a valid discount code, simply enter it in the designated field at checkout and it will be applied to your eligible order. Please note that each code is valid for a single use, cannot be combined with other offers unless expressly stated, must be applied at checkout (it cannot be added to a completed order), and is valid only for the period specified.

Question 19

Are your products authentic?

Accepted Answer

Absolutely. Palm Angels India is an authorised platform operated by Zyvora Brands Private Limited, and every product sold on our website is 100% authentic. Your products are delivered with their original tags, labels, packaging, dust bags, and authenticity cards, where applicable.

Question 20

Are the prices of your online store in line with those of your official boutiques?

Accepted Answer

Our online store prices are perfectly aligned with those of our official boutiques.

Question 21

What size should I choose?

Accepted Answer

Please refer to the size guide that you will find on the product page to help you choose the best size for your needs. If you are not completely satisfied with the size you have ordered, you can return the product.

Question 22

What can I do if a product is no longer available?

Accepted Answer

If the product you want to purchase is no longer available, click on your size, enter your email address in the form and click “send”: you will get a notification when it is available again.

Question 23

Are there any return restrictions?

Accepted Answer

Yes, a few conditions apply. To be eligible for a return, your request must be raised within 7 days from the date of delivery, and the product must be unused, unworn, unwashed and in its original condition with all tags, labels, packaging, dust bags, authenticity cards and accessories intact, along with the original invoice. A few products are marked "No Returns" or "Returns only" on the product page — that marking applies to those items. The following are not eligible for return or exchange (except in case of a defect or wrong item): • Innerwear, swimwear, socks and similar items, for hygiene reasons • Personalised, monogrammed or customised products • Select limited-edition items marked as non-returnable • Products bought during sale events or marked as final sale • Gift Cards Products returned without their original packaging, tags or accessories will not be accepted. Please also note that international purchases cannot be returned or exchanged.

Question 24

How can I make a return?

Accepted Answer

You can initiate a return in any of these ways: • Log into your account on our website, open the order under Orders, and raise a return request there; or • Sign in with the email address you ordered with — the order appears under Orders even if you did not create the account at checkout; or • Contact our Customer Care team at customercare@palmangels.co.in or +91 7087585030 within the return window, providing your order number, the product(s) you wish to return, and the reason for the return. We will review your request and share our decision within 2 working days. Please ensure the product is unused and securely packed with all original tags and packaging.

Question 25

Will I have to pay for return shipping?

Accepted Answer

No. Where our logistics partner services your pin code, we arrange a free reverse pickup for eligible returns. If pickup is not available at your location, you may self-ship the product, and we will reimburse reasonable shipping costs of up to INR 400 on submission of the courier receipt.

Question 26

How can I book for a return to be collected?

Accepted Answer

Once your return request is approved, we will arrange a reverse pickup within 48 hours at no additional cost wherever our logistics partner services your pin code. You will be notified of the scheduled pickup date and time — simply keep the product securely packaged in its original condition, with all tags and packaging, and ready for collection. If reverse pickup is not available at your location, you may be asked to self-ship the product, and we will reimburse reasonable shipping costs of up to INR 400 on submission of the courier receipt.

Question 27

Can I return only part of my order?

Accepted Answer

Yes. If your order contains multiple products, you can return one or more items without returning the entire order, provided each item meets our return eligibility conditions. Refunds for partial returns are calculated based on the value of the returned item(s), after accounting for any discounts or promotions applied to the order.

Question 28

When will I receive my refund?

Accepted Answer

Once your return is approved, we will process your refund within 7–10 working days from the date of approval. The refund will be credited to your original payment method — card, net banking, UPI or wallet. For Cash on Delivery orders, the refund is made via bank transfer to the account details provided by you. Depending on your bank or payment provider, it may take an additional 3–5 working days for the amount to reflect in your account.

Question 29

Can I make an exchange?

Accepted Answer

Yes. You can request an exchange within 7 days from the date of delivery, provided the product meets our return eligibility conditions — unused and with all original tags and packaging — and is not marked "No Returns" or "Returns only" on its product page. Exchanges are available for a different size, colour or variant of the same product, subject to availability. If your preferred option is unavailable, we will offer you a store credit or refund. Please note that each product can be exchanged only once, and exchanges for a different product are not possible — in that case you would need to return the item and place a new order.

Question 30

What should I do if my parcel arrives damaged?

Accepted Answer

If your parcel appears damaged or tampered with at the time of delivery, you may refuse to accept it and note the damage with the delivery personnel. Alternatively, if you have already accepted the delivery, please notify us within 48 hours at customercare@palmangels.co.in with photographs and a description of the damage. Once verified, we will offer a replacement, exchange, or full refund.

Question 31

I received a faulty item. What should I do?

Accepted Answer

We're sorry to hear that. If you receive a product that is faulty, damaged or has a manufacturing defect, please notify us within 48 hours of delivery by writing to customercare@palmangels.co.in with your order details, a description of the issue, and photographs of the fault. Once we verify the issue, we will offer you a replacement, repair or full refund, as appropriate. Please note that damage resulting from normal wear and tear, improper handling, or failure to follow care instructions is not treated as a manufacturing defect.

Question 32

How do I create an account?

Accepted Answer

Creating an account is quick and simple. Click the account icon on our website, enter your email address or your Indian mobile number, and we will send you a 6-digit code by email or by text message. Entering the code signs you in and creates your account in one step — there is no password to choose or remember. If you sign up with your mobile number, adding an email is optional. Having an account lets you place orders, track your shipments, manage your preferences and raise returns more easily. Your name, mobile number and delivery address are saved from your first order. Never share a sign-in code with anyone, and keep your details accurate and up to date.

Question 33

Do I need to create an account in order to place an order?

Accepted Answer

While you can browse our collections freely, we recommend creating an account to enjoy the smoothest shopping experience. An account allows you to place orders, track your shipments, save your delivery details, manage your preferences and raise returns or exchanges with ease. Registration is a one-time process and takes only a few moments. If you need any help setting up your account, our Customer Care team is available at customercare@palmangels.co.in.

Question 34

How do I sign in? I don’t have a password.

Accepted Answer

You don’t need one. Enter the email address or the Indian mobile number registered with your account and we will send you a 6-digit code that signs you in — by email or by text message. Each code works once and expires within a few minutes — if it lapses, simply request a new one. The code goes to your inbox or your phone only; if an emailed code doesn’t arrive, check your spam folder. Never share a sign-in code with anyone — our team will never ask for it. If you face any difficulty, our Customer Care team at customercare@palmangels.co.in will be happy to help.

Question 35

How is my personal information used and protected?

Accepted Answer

We are committed to protecting your personal data. The information you share is used to process your orders, manage your account, and improve your shopping experience. Your data is handled in accordance with our Privacy Policy and applicable Indian data protection law, including the Digital Personal Data Protection Act, 2023. Please refer to our Privacy Policy for full details.

Question 36

How do I unsubscribe from marketing emails?

Accepted Answer

You can opt out of marketing communications at any time by clicking the unsubscribe link at the bottom of any marketing email, or by updating your communication preferences in your account settings.

Question 37

How can I contact customer care?

Accepted Answer

Our Customer Care team is happy to help. You can reach us by email at customercare@palmangels.co.in or by phone at +91 7087585030, Monday to Saturday, 10 AM to 7 PM.

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