Returns & Refund Policy
Palera Milano — paleramilano.com
Last updated: 30/06/2026
This Policy explains how returns, withdrawals, and refunds work at Palera Milano, and forms part of our Terms of Sale. It is written in accordance with the EU Consumer Rights Directive (2011/83/EU), as amended by Directive (EU) 2023/2673, and the Italian Consumer Code.
Our Approach
Every Palera Milano piece is made to order in our Milan atelier, beginning only once your order is confirmed. We want you to choose with confidence, so we apply your statutory right to change your mind generously: if your piece was selected from our available styles, colors, and hardware finishes, you have a full 14 days to return it, no reason required. Only pieces made to your own specific instructions — a monogram, adding initials, specific made to order design, a hand-applied engraving, a custom measurement — are final once production begins, because they are, quite literally, made only for you.
The sections below set out exactly how this works.
1. Returning a Standard Configuration: Your 14-Day Right
If your piece was chosen from our existing range — any combination of style, color, and gold or silver hardware, without a monogram, engraving, or custom measurement — you may withdraw from your purchase within 14 calendar days of receiving it, without giving a reason.
1.1 How to Start a Return
You have two ways to let us know:
Online withdrawal function — the fastest route. Use the electronic withdrawal form in your account order history, on your order confirmation email, or via the link in our website footer. You will receive an automatic email acknowledgement.
Email — write to Clientservice@paleramilano.com with your order reference and a clear statement that you wish to withdraw. We will confirm receipt promptly.
It is enough to send your withdrawal notice before the 14-day period expires; you do not need to have shipped the item back yet.
1.2 Sending the Piece Back
Once you have notified us, please send the piece back to our Milan atelier without undue delay, and in any event within 14 days of your withdrawal notice. You are responsible for the cost of return shipping, including any customs duties or import taxes incurred in returning the item to Italy.
To speed up your refund, you can share proof of dispatch with our client service team. We accept a courier receipt showing our Milan address as the destination, a clear photo of the shipping label on the package, or an electronic courier confirmation with an active tracking number. Unverified drop-off slips without a tracking reference are not sufficient on their own.
1.3 Condition of the Piece
To receive a full refund, your piece should come back to us complete, with all original components, and without signs of wear or damage. Trying on a bag, examining the craftsmanship, or opening the presentation box is entirely normal and expected — that's part of getting to know a new piece. Visible wear, alteration, odor, or damage beyond what is needed to assess the item is not, and we reserve the right to reduce your refund to reflect the diminished value, or to decline the return if the piece cannot reasonably be considered as new.
We recommend returning the piece in its original Palera Milano packaging where possible, padded securely for transit; this isn't a legal requirement, but it does help protect the piece and supports a full refund.
1.4 Your Refund
Once we receive the returned piece, we will refund all payments you made, including standard delivery charges (excluding any premium or expedited shipping you selected above our standard option), within 14 days. Refunds are issued to your original payment method. We may withhold the refund until we have received the goods.
2. Bespoke & Personalized Pieces
Some elements of a Palera Milano piece go beyond choosing from our existing range — a monogram, adding initials, specific made to order design, a hand-applied engraving, or a strap cut to a measurement you provided. These elements are made specifically and only for you, and in accordance with Article 59 of the Italian Consumer Code (implementing Article 16(c) of the EU Consumer Rights Directive), they are not eligible for withdrawal, return, or refund once production has begun.
We take this seriously on both sides: before any bespoke production begins, our client service team will confirm every custom detail with you in writing, so there is no ambiguity about what you are ordering. This exclusion does not affect your rights if a bespoke piece arrives with a genuine manufacturing defect — see Section 3.
3. Defects and the Legal Guarantee of Conformity
Independently of the 14-day withdrawal right, every Palera Milano piece — standard or bespoke — is covered by the statutory Legal Guarantee of Conformity for two years from delivery, for any manufacturing defect or non-conformity that existed at the time of delivery.
If your piece arrives with a genuine defect or does not match its description, please contact Clientservice@paleramilano.com within two months of noticing the issue, with photographs where possible. You are entitled to a free repair or replacement; if neither is possible, disproportionate, or not completed within a reasonable time, you may request a price reduction or a full refund. None of this is limited by the 14-day window or by a piece's bespoke status.
Return shipping for a genuine defect or non-conformity claim is at our expense, not yours.
4. Damaged, Missing, or Lost Parcels
If your order arrives visibly damaged, or appears to be missing items, please contact us as soon as possible and keep all original packaging and materials — we may need this, along with photographs, to file a claim with the carrier.
The risk of loss or damage in transit remains with Palera Milano until you, or someone you have designated, physically receives the goods. If a parcel is lost or damaged in transit before delivery, we will resolve this at our cost — through replacement, repair, or refund — and will handle the carrier claim ourselves; you should not need to file it. Please report a suspected lost parcel within 30 days of the expected delivery date so we can investigate while the carrier's tracking data is still available.
5. Cancelling an Order Before Dispatch
Because production begins shortly after your order is confirmed, please contact us as early as possible if you wish to cancel. If your order has not yet entered production, we will cancel it and refund you in full. If production has already started on a standard configuration, you retain your full 14-day withdrawal right once the piece is delivered, as described in Section 1. If production has started on a bespoke or personalized element, Section 2 applies.
We also reserve the right to cancel an order before dispatch in the circumstances set out in our Terms of Sale (Section 3.1), including suspected fraud or pricing errors; in such cases, we will refund any payment received in full.
6. Your Return Options at a Glance
| Piece Type | Return Window | Refund | Return Shipping |
|---|---|---|---|
| Standard configuration | 14 calendar days from delivery | Full purchase price + standard outbound shipping | Paid by customer |
| Bespoke / personalized | Final sale | Not applicable | Not applicable |
| Defective or non-conforming item | 2 years from delivery | Free repair, replacement, or refund | Paid by Palera Milano |
7. Contact Us
Our client service team is here to help with any return, cancellation, or defect claim.
Palera Milano S.r.l.
Via Vallarsa 26, 20139 Milan (MI), Italy
Email: Clientservice@paleramilano.com
Phone: +39 349 4200129