FAQ
Frequently Asked Questions
🛍️ Ordering
How do I place an order?
Browse our collections, select the item you love, add it to your cart, and complete checkout.
Once your order is placed, you will receive an order confirmation email with your order details.
Can I change or cancel my order?
We process orders as quickly as possible. If you need to change or cancel your order, please email us at pallascozy@gmail.com within 2 hours of placing your order.
We will do our best to help, but changes or cancellations are not guaranteed once an order has started processing.
Do you offer gift cards?
Not at this time. If gift cards become available in the future, we will update our website.
🚚 Shipping
How much does shipping cost?
We currently offer free standard shipping on eligible orders.
Any available shipping options and costs will be shown at checkout before you place your order.
Where do you ship?
We currently ship to:
- United States
- Canada
- United Kingdom
- Australia
- New Zealand
We do not currently ship to countries outside these locations.
How long does shipping take?
Orders are typically processed within 1–2 business days.
Most orders are delivered within 8–14 business days after processing, depending on your location, product availability, fulfillment location, customs processing, and carrier performance.
Please note that delivery times are estimates and are not guaranteed.
Where do you ship from?
Orders may ship from our trusted supplier or fulfillment partner warehouses, depending on product availability and destination.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email with tracking information when available.
Please allow some time for the tracking link to update after your package has been handed to the carrier.
📏 Sizing & Fit
How do I find my size?
Please check the size guide on each product page when available.
Many of our pieces are designed with a relaxed, comfortable fit. If you are between sizes or prefer an extra-cozy fit, sizing up may be a good option.
What if my item does not fit?
No problem. We offer 30-day returns on eligible items.
Please review our Return & Refund Policy for full return eligibility requirements.
Do you offer plus sizes?
We are working on expanding our size range. Available sizes may vary by product, so please check each product page for current size options.
↩️ Returns & Exchanges
What is your return policy?
We accept eligible returns within 30 days of delivery.
To be eligible for a return, items must be unworn, unwashed, in their original condition, with original tags attached, and in original packaging when applicable.
How do I start a return?
Email us at pallascozy@gmail.com with your order number and reason for return.
Once your request is reviewed and approved, we will send return instructions by email.
Is return shipping free?
Return shipping is free for eligible approved returns.
Once your return is approved, we will provide a prepaid return shipping label or return instructions.
When will I receive my refund?
Once we receive your return, we will inspect the item within 2–3 business days.
If approved, your refund will be processed to your original payment method within 5–7 business days. Your bank or payment provider may take additional time to post the refund to your account.
Can I exchange instead of returning?
Yes, exchanges may be available depending on product availability.
Email us at pallascozy@gmail.com with your order number and the size, color, or item you would like instead. If the item you want is out of stock, we can help you return the original item for a refund.
Are there any items that cannot be returned?
Some items are not eligible for return, including:
- Items marked as final sale
- Clearance or sale items marked as non-returnable
- Items that have been worn, washed, damaged, altered, or used
- Items damaged due to misuse or improper care
- Items returned without approval or outside the return window
💌 Account & Newsletter
Do I need an account to place an order?
No. You can check out as a guest.
Creating an account may allow you to view order details and check out faster in the future.
Do you offer a first-order discount?
If a welcome discount is available, it will be shown on our website or sent through our newsletter signup.
How do I unsubscribe from emails?
You can unsubscribe at any time by clicking the unsubscribe link at the bottom of our marketing emails.
You may still receive transactional emails related to your orders, shipping updates, returns, or customer service requests.
🌿 Care & Materials
How do I care for my Pallas Cozy pieces?
Please follow the care instructions listed on the product page or care label when available.
In general, we recommend washing delicate and cozy pieces gently, using cold water when appropriate, and avoiding harsh care methods that may damage the fabric.
What materials do you use?
Materials vary by product. We look for soft, comfortable fabrics and textures suitable for lounging, sleeping, and slow days at home.
Please check each product page for specific material details when available.
💌 Still Have Questions?
We are here to help.
Email us at pallascozy@gmail.com, and we will respond within 24 hours on business days, Monday through Friday.