Frequently asked questions (FAQ)

How do I return an item?

At J.Palace, every piece is lovingly handmade and truly one of a kind. Because of the unique and personal nature of our garments, we do not accept returns for change of mind or sizing issues unless a defect that was clearly caused during our making process.

For details, pls see our Return Policy section.

I did not receive a confirmation email after I placed an order.

Depending on your settings and host, your mail may have been directed to a junk or ‘Promotions’ folder. Please check here first before submitting a contact form to us in our Contact Us section.

How long will it take to pack and send my order?

We aim to post your order within 3 business days from when the order was placed and you will receive an email to let you know it’s been dispatched. Please note, we do not operate on weekends, so if you’ve ordered late on Friday or over the weekend, your order will not be dispatched until Monday. The shipping lead time will be varied from different destinations, normally it is about 3-14 business days.

Will I have to pay any taxes or duties?

We cannot predict whether any or what costs may be charged to clear the goods through customs, therefore please contact your own national customs office for details. Nonetheless, any costs relating to import and/or customs duty are to be paid by the Customer.

How can I contact you?

You can reach us in Contact Us section, and please fill in your name and email address there.

What if I want to change or cancel my order?

Please inform us in our Contact Us section as soon as possible. if your order has not been shipped yet, it is free to change the item or cancel the order. Once an order is shipped, please Contact Us immediately for the arrangement, however, you have to pay the return shipping cost.