FREQUENTLY ASKED QUESTIONS

CUSTOMER CARE

What is the Customer Service phone number?

Please see the Contact Us page.

RETURNS & EXCHANGES

What is your return policy?

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 at an official European Palladium websites (www.palladiumboots.eu, www.palladiumboots.co.uk) 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 from an official European Palladium website, 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.

How do I return my order?

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

Please follow the below instructions to prepare the collection:

  1. Go to 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 box (you can re-use your order box).
  5. Fill in the return form. Print your return label sent by our customer care team.
  6. Add your return form in your parcel. Place your return label on the box and go to your return location.

How soon will I receive my refund?

After receipt 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) and sales periods, returns may take up to 14 business days to process due to higher than normal sales volume. 

How much does it cost to return my order?

After receipt of your goods, a refund will be issued excluding the shipping and return costs.

  • UK = £5
  • All EU countries = €5

Returning a PayPal order?

PayPal orders returned online will be refunded in the original form of payment. 

Can I exchange my order?

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

Returning a PayPal order?

PayPal orders returned online will be refunded in the original form of payment. 

Can I exchange my order?

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

What if my online order arrived defective or damaged?

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 at ecommerceksgbeu@ksgb.com with photos and a brief 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 ecommerceksgbeu@ksgb.com.

Note that each defective shoe will be analyzed in a case by case basis, and we cannot guarantee that your shoe will be replaced 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.

Have an account with us?

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

SHIPPING

When will I receive my purchase?

Please see Shipping Policy HERE.

How will I know when my order has shipped?

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.

How can I track my order?

Check the status of your most recent orders by visiting the your Order Details page (may require you to be logged in).

This is the easiest and fastest way to get the most current information regarding your Palladium web shop orders. An order summary page will provide you with detailed information about your current order or past orders. After your order is shipped, your tracking number, if available, will be displayed.

You can also track your order with this link

Where do you ship to in Europe?

All products on the Palladium Europe websites may be shipped to a mainland residential or work address within the following countries: Austria, Belgium, Croatia, Czech Republic, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxemburg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (excluding overseas areas) and United Kingdom (excluding Channel Isles, Guernsey, Jersey and Isle of White).

ORDERING

Am I able to work with a representative to place an order?

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 your our customer service center via our Contact Us page.

How do I use my Discount/Promo Code?

We do occasionally offer promotional or discount codes.

Unless otherwise stated, these codes will work on Full Priced items and sometimes some exclusions can apply. 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 valid on 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.

How can I cancel my order?

If the Customer wishes to change or cancel its order, it must contact our Customer Service departement.

Please be sure to have your unique reference number stated in your order confirmation at hand to make this process easier for you.

My order was cancelled.

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.
  • Duplicate order was placed.
  • 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.

What payment methods do you accept?

Palladium accepts major credit cards and PayPal. The accepted credit cards include:
Visa and MasterCard.

Palladium aslo accepts: Maestro, Amex, GIROPAY, iDeal, Bancontact, Sofort

SIZING

What sizes does Palladium offer?

Please click HERE for our size chart.

CARE INSTRUCTIONS

Can I wash my shoes?

Here are our cleaning and care instructions for Palladium shoes.

Leather

  • Gently rub with a damp cloth using lukewarm water and mild soap
  • Do NOT machine wash
  • Do not use bleach

Suede and Nubuck

  • Use a “suede” brush to brush away dirt (use when shoe is dry)
  • Do not use water (may cause permanent stain)

Synthetic Materials

  • Depending upon material texture, follow instructions for leather, suede, or nubuck

Canvas

  • Rub gently with a damp cloth using lukewarm water and mild soap
  • Do not use bleach

Drying Instructions

  • Allows allow shoes to “air dry” naturally at room temperature
  • Stuff with paper on shoe tree to maintain shape
  • Do not force dry shoes with any source of direct heat

OTHER

Where are your shoes made?

Palladium has adopted the SA8000 Standard for factory operations. All of Palladium’ products are made in factories owned by others. At Palladium’s request, all factory owners have agreed to implement the SA8000 Standard. The standard includes bans on child labor, mistreatment of workers, a ban on illegal overtime, and on all overtime for which workers are not paid premium wages. The standard requires measures to promote worker safety (e.g., fire safety, factory hygiene, safe living quarters), and regular audits by outside agencies which have been specially certified on the SA8000 Standard. We recognize that full implementation of the SA8000 Standard will require continual efforts, and we are serious about it.