Terms of Sale

Palera Milano — paleramilano.com
Last updated: 30/06/2026

These Terms of Sale govern every purchase made on paleramilano.com. They are written in accordance with the EU Consumer Rights Directive (2011/83/EU), the Italian Consumer Code (Codice del Consumo, Legislative Decree No. 206/2005), and applicable Italian and EU e-commerce law.

1. Who We Are

This website is operated by Palera Milano S.r.l. (“Palera Milano,” “we,” “us,” or “our”), an Italian limited liability company with its operational office at Via Vallarsa 26, 20139 Milan (MI), Italy, VAT number IT12427630962, SDI code M5UXCR1.

By placing an order on paleramilano.com (the “Site”), you agree to be bound by these Terms of Sale, which govern every sale concluded between Palera Milano and a customer acting as a consumer (the “Customer” or “you”) or, where applicable, as a business. If you are purchasing in a professional capacity, certain consumer protections described here — including the right of withdrawal in Section 5 — do not apply to you, and Section 9 governs instead.

2. Our Products: Made-to-Order Craftsmanship

Every Palera Milano creation — bags, accessories, and jewelry — is made to order. Nothing leaves our Milan atelier until you have placed your order: this is intentional, and it is how we keep our materials, our finishing, and our quality where we believe they belong.

When you order, you choose from our available styles, colors, and hardware finishes (gold or silver). Production begins only once your order is confirmed, and typically takes around one week before your piece is ready to ship. During peak periods, this window may extend; where it does, we will let you know by email or through a notice on the Site before you complete your purchase.

A small number of options go further than choosing from our existing configurations — for example, a monogram, adding initials, specific made to order design, a hand-applied engraving, a custom measurement, or a strap cut to your own measurements. We treat these, and only these, as bespoke and personalized in the legal sense, with the consequences described in Section 5.4.

3. Formation of the Contract

Placing an order on the Site constitutes an offer to purchase the selected products, subject to availability and our acceptance.

Once you submit your order, we send an automated order confirmation email summarizing your purchase. This email confirms that we have received your order — it does not, by itself, constitute our acceptance of it.

The contract of sale between you and Palera Milano is concluded only when we send you a separate Shipping Confirmation Email, or when your order is dispatched, whichever occurs first. Until that moment, we may decline or cancel your order for the reasons set out in Section 3.1.

3.1 Order Acceptance and Refusal

We reserve the right to decline or cancel an order before dispatch for legitimate reasons, including:

• A manifest pricing or typographical error on the Site;
• Unavailability of materials or stock discrepancies affecting your chosen configuration;
• A transaction flagged as unusual, fraudulent, or high-risk by our payment systems;
• A reasonable suspicion that the order is placed for resale or commercial distribution rather than personal use; or
• An unresolved legal, payment, or chargeback dispute with you.

Where we decline or cancel an order, we will notify you promptly using the contact details provided at checkout, and any payment already captured will be refunded in full within a reasonable time and in any event within 14 days.

4. Pricing, Taxes, and Payment

4.1 Pricing and VAT

All prices on the Site are displayed in Euros (€) and are inclusive of Italian VAT (IVA) at the applicable statutory rate, unless stated otherwise. You will always be charged the exact price displayed at the moment your order was submitted, even if our prices change afterward. Prices, descriptions, and availability may be updated on the Site at any time without notice, but such changes will never affect an order you have already placed.

4.2 International Pricing, Duties, and Import Taxes

For shipments outside the European Union, the price displayed does not include destination-country customs duties, import VAT, or other local charges. As the importer of record, you are responsible for these costs, which are assessed and collected by your local customs authority upon arrival. We are unable to predict or estimate these amounts, as they vary by destination, product category, and declared value; your local customs office is best placed to advise. Full details are provided in our Shipping Policy.

4.3 Payment

Payment is collected at the time of order, through the secure payment methods offered at checkout. Card details are processed by PCI-DSS compliant payment providers; we do not store full card numbers on our own systems. Production of your piece begins only once payment has been successfully authorized.

5. Your Right of Withdrawal (Diritto di Recesso)

Because production only begins once your order is confirmed, we want to be precise about how the EU right of withdrawal applies to a made-to-order house like ours — and we apply it generously.

5.1 Standard Configurations: The Full 14-Day Right Applies

If you have chosen your piece from our available styles, colors, and hardware finishes — without requesting a monogram, engraving, custom measurement, or other client-specific alteration — you have the full statutory right to withdraw from your purchase, without giving any reason, within 14 calendar days of receiving your order. This applies regardless of the fact that your piece was made specifically for you after your order was placed.

5.2 Exercising Your Right

You may exercise your right of withdrawal in either of two ways:

• Online withdrawal function: use the electronic withdrawal form available on the Site (in your account order history, on your order confirmation email, or via the link in our website footer), in accordance with Article 11a of the EU Consumer Rights Directive as amended by Directive (EU) 2023/2673. You will receive an automatic acknowledgement by email.
• Written notice: send a clear statement of your decision to withdraw to Clientservice@paleramilano.com, including your order reference. We will acknowledge your request without delay.

It is sufficient that you send your withdrawal notice before the 14-day period expires.

5.3 Refunds Following Withdrawal

Upon a valid withdrawal, we will refund all payments received from you, including standard delivery charges (excluding any premium or expedited delivery you chose above our standard option), within 14 days of the date you notify us of your withdrawal. We may withhold the refund until we have received the returned goods. Refunds are issued to your original payment method.

You bear the direct cost of returning the goods, including any related customs duties or import taxes incurred in returning the item to Italy. You are responsible only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and characteristics — trying on a bag or examining a piece is entirely normal; visible wear, alteration, or damage is not, and we reserve the right to reduce your refund accordingly. Full detail on return conditions is set out in our Returns & Refund Policy.

5.4 Exception: Bespoke and Personalized Pieces

In accordance with Article 59 of the Italian Consumer Code, implementing Article 16(c) of the EU Consumer Rights Directive, the right of withdrawal does not apply to goods made to your own specifications or clearly personalized. For Palera Milano, this means:

• Monogrammed, engraved, or hand-customized pieces requested by you;
• Pieces altered to a non-standard structural specification, such as a strap cut to a length you provided in centimeters;
• Adding initials, or a specific made to order design.

Once production begins on a bespoke or personalized element, the order is final and cannot be withdrawn, returned, or refunded, except where the piece is defective or non-conforming (Section 6). We will always confirm the bespoke details with you before production begins, so there is no ambiguity about what you have ordered.

6. Legal Guarantee of Conformity

Independently of the right of withdrawal, and regardless of whether your piece is a standard configuration or a bespoke creation, you are protected by the statutory Legal Guarantee of Conformity for a period of two years from delivery, covering any manufacturing defect or non-conformity that existed at the time of delivery (Articles 128–135 of the Italian Consumer Code). If you purchased with a business VAT number rather than as a consumer, this period is one year under the Italian Civil Code.

If a genuine defect is identified, you are entitled to a free repair or replacement. If neither is possible, disproportionate, or fails within a reasonable time, you may request a price reduction or terminate the contract for a full refund. Please report any defect to Clientservice@paleramilano.com within two months of discovering it, with photographs where possible, so our atelier can assess it promptly.

7. Intellectual Property

All content on this Site — including our designs, the Palera Milano name and logo, product photography, text, and graphics — is the property of Palera Milano S.r.l. or its licensors and is protected by Italian and international intellectual property law. Nothing on this Site grants you any license to reproduce, copy, resell, or otherwise exploit our designs, content, or trademarks without our prior written consent.

8. Limitation of Liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited or excluded under Italian or EU law, including your statutory rights as a consumer described in Sections 5 and 6.

Subject to the above, our liability for any claim arising from a purchase is limited to the total price paid for the relevant product, and we are not liable for indirect or consequential losses, including loss of profit or business interruption, except where such loss was a foreseeable consequence of our breach.

9. Business Customers

If you purchase using a business VAT number, you are not considered a consumer under EU or Italian consumer protection law. The right of withdrawal in Section 5 and the two-year consumer guarantee in Section 6 do not apply to you in the same form; instead, the one-year warranty under the Italian Civil Code applies, and any cancellation or return is at our discretion unless otherwise agreed in writing.

10. Use of the Site

You agree to use the Site only for lawful purposes, to provide accurate and current information when placing an order, and not to use the Site to transmit harmful code or to interfere with its operation. We reserve the right to suspend or refuse access to the Site to anyone who breaches these Terms.

11. Governing Law and Dispute Resolution

These Terms of Sale, and any contract concluded through the Site, are governed by Italian law, without prejudice to any mandatory consumer protection provisions of your country of residence that may apply in your favor.

If a dispute arises, we encourage you to contact our client service team first, so we can find a fair and swift resolution together.

If we are unable to resolve a dispute directly, EU consumers may submit it to the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Any dispute that cannot be resolved amicably is subject to the exclusive jurisdiction of the court of the place where you, as a consumer, have your legal residence or domicile, in accordance with mandatory EU consumer protection rules.

12. Changes to These Terms

We may update these Terms of Sale from time to time to reflect changes in our practices or in the law. Updates will be posted on this page with a new “Last updated” date. Changes will never apply retroactively to an order you have already placed.

13. Contact Us

Palera Milano S.r.l.
Via Vallarsa 26, 20139 Milan (MI), Italy
VAT number: IT12427630962  |  SDI code: M5UXCR1
Email: Clientservice@paleramilano.com