FAQ

We hope you love your Palladium product, but if you’re not completely satisfied, you can return merchandise within 30 days of purchase. 

Only orders purchased online on the official palladiumboots.eu website can be returned by mail to us at our warehouse. If you ordered through a different retailer,please contact them directly for their return policies.

If you, are, for whatever reason, not happy with the products you ordered on palladiumboots.eu, you may return the products delivered to you within 30 calendar days after receipt of the merchandise, without giving us any reason, as long as, the products are unwashed and not used in any way; the product is in its original, undamaged packaging (a carefully opened package will not be considered damaged), the package is complete (e.g: both items of a pair must be returned).

We will not accept returned products that do not comply with these instructions.

We offer a very easy way to make your Palladium return:

Please follow the below instructions to prepare the collection:
1. On Palladium website, go to your account, click on "make a return" or use https://www.palladiumboots.eu/apps/returns
2. Select the product to return and follow the steps.
3. Once your return is approved by our customer care team, a return label will be sent by email within 24h.
4. Place your shoebox inside another bigger box (you can re-use your order box).
5. Fill in the return form and stick the delivery note sent with your initial order on it. Print your return label.
6. Place your return label on the box and go to your return location.

After reception of your goods, a full refund will be issued excluding the shipping and return costs. Please note that it can take up to 5-8 business days after receipt of your goods before we will refund you due to inspection and payment processing. Refunds will be given in the same form of payment as the original purchase.

We will process your refund within 7 business days after receiving your return. Refunds will be issued in the original form of payment. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.
During the holiday season (December-February), returns may take up to 14 business days to process due to higher than normal sales volume.

No. Our warranty and refund policy only applies to products purchased directly from our official website.
If you purchased your product from a physical store or another online retailer, please contact the retailer directly. They are responsible for handling any return, refund, exchange, or warranty claim related to your purchase.

We’re sorry, but for now, we do not accept exchanges. You are welcome to return your order and place a new order online.

If you receive a damaged or defective item that was ordered from an official European Palladium website, please reach out to our Customer Service team first at  hello@ksgb.com with photos and a description of the issue, and we will work with you on issuing a replacement for the defective pair (provided we hear from you before an item has sold out).

Additionally, we will cover any manufacturer defects up to 60 days after the original purchase date. If you believe the item you received is defective, please reach out to our customer service team with photos of the shoe in question at hello@ksgb.com.

Note that each defective shoe will be analyzed in a case by case basis, and we cannot guaranteethat your shoe will be refunded upon sending photos to our team.

Before contacting Customer Service, please be prepared with your order number. You can find your order number by logging in to your Palladium account or referencing your original confirmation email.

Log in to your account to track your return and check the status of your refund once your return has shipped. 

Please see Shipping Policy HERE.

After you place your order, you will receive e-mails about your order. Below are the kinds of e-mails you might receive:

Order Confirmation: This e-mail confirms that we have received your order. It includes your order number. Keep this e-mail for your records.

Shipment Confirmation: This e-mail confirms that your order or part of your order has shipped.

Important notice about your order: There are a few reasons why you would receive this e-mail, including: difficulty in processing your order, inability to ship to the address provided, duplicate order, or cancellation of order.

Note: Palladium explicitly reserves the right not to accept your order and to cancel the Purchase.

You can find the list of countries we deliver to on our dedicated Shipping Countries page.

We understand that some consumers may have questions in the process of navigating the website and or entering their order. At this time, we are more than happy to assist you with any questions you may have about styles, fit or general questions. However, we are unable to place orders for customers over the phone or via email.

Should you need help, please feel free to contact our customer service center via our Contact Us page.

We do occasionally offer promotional or discount codes.

Unless otherwise stated, these codes will work on Full Priced items excluding special collaborations. Codes will sometimes be valid on already discounted items.

You can apply your discount code from your shopping cart.

Codes will not be honored past the advertised expiration date. Codes are only validon advertised product and in the region in which it is advertised. We reserve the right to not honor any code that was not distributed through our own advertising (email, social, etc.) and orders may be cancelled if a code is
misused.

To be in the loop on these promotions, we advise that you sign up for our email
newsletter on the homepage, or follow us on social media.

Unfortunately, we no longer offer a student discount. However, you can subscribe to our newsletter to be the first to hear about our latest promotions, exclusive offers and special discounts.

Should you choose to cancel your order before it ships, please contact Customer Service and someone will cancel your order for you if it is still possible. Please be sure to have your unique reference number stated in your order confirmation at hand to make this process easier for you.

Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

• Item(s) not available.
• Difficulty in processing your payment information.
• Cannot ship to address provided.
• Cancelled due to a customer request.

If your order is cancelled, you will receive a notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items.

We accept the following secure payment methods:
• Visa
• Mastercard
• PayPal
• Alma – payment in 3 instalments, subject to eligibility and the applicable terms and conditions.
Payment options may vary depending on your country and the order amount. The payment methods available for your order will be displayed at checkout.
All payment information is securely encrypted and protected during the payment process.

Alma is our payment partner that allows you to pay for your order in 3 interest-free instalments.

With Alma, you pay:

• The first instalment on the day of your order
• The second instalment one month later
• The third instalment two months after your order

There are no additional fees for using Alma. You simply enter your phone number and bank card details at checkout, and you do not need to create an Alma account.

Orders between €50 and €2,000 are eligible for payment in 3 instalments, subject to Alma's eligibility requirements and terms and conditions. All payments are secured with 3-D Secure.

Please note that Alma may decline a payment after checking the customer's eligibility. For more information, please refer to Alma's terms and conditions.

You can use the map of our resellers with our Store Locator tool.

Yes! Palladium offers digital gift cards, making them a convenient gift for tennis, padel, pickleball and other racquet sports enthusiasts.

Our digital gift cards are available to purchase online and are delivered electronically, so they can be sent directly to the recipient. The amounts to be credited will be €10, €25, €50, €100, €150 or €200. The e-gift card is active as soon as it is received by email for a period of twelve months; no further steps need to be taken.

You can purchase a gift card here: Gift Card.
Please read the terms & conditions of use of our Gift card here.

The delivery of the e-gift card is made to the email address provided by the Customer when the order was placed. It is at this email address that they will receive the confirmation email with the attached e-gift card.

The Customer is responsible for their email inbox and who can access it. As such, the Seller cannot be held liable in the event of fraudulent use by a person other than the Customer.

Delivery can take up to 24 hours. If you haven’t received your email, please check your spam folder.

E-gift cards may not be exchanged/returned for cash or any other method of payment, in whole or in part, nor refunded in the event of loss, theft or damage. E-gift cards cannot be used to purchase another e-gift card.

If the Customer returns a product originally purchased with an e-gift card, the e-gift card used will be credited with an equivalent value usable within the number of valid days remaining on the initial e-gift card. If the Customer returns a product originally purchased with multiple gift cards, the full refund will be made to the most recent gift card up to the original face value of the card. If the Customer returns a product originally purchased via several payment methods, the refund will first be made via the original payment method(s) (for example, debit/credit card or PayPal account) up to the initial amount paid via this payment method. The remaining balance will then be transferred to the used gift card or to a new gift card if the original gift card cannot be found.

For returned items that have been purchased using an e-gift card and other payment method, they will be refunded, in both cases, with their corresponding value.

The balance of the e-gift card can be consulted by clicking on the email link of the e-gift card previously sent at the time of purchase. In case of problems when trying to consult the balance of the card, our customer service will be able to resend the gift card.