FAQS

We answer all your questions in paradise

🌴 General Info

  • Check the FAQs first, darling! Still need help? Reach out to our sun-kissed crew here,we’ve got you covered.

  • Visa, Mastercard, PayPal, Apple Pay, Klarna, Shop Pay, Discover, American Express, Maestro, and CB Bank.

    What is Klarna?

    Split your payment into easy installments. Shop now, pay later — vacation now, worry never. Learn more

    What’s Shop Pay?

    A fast and secure checkout option that lets you track your order and reduce carbon emissions. Chic and sustainable? Yes, please. Learn more

    And Apple Pay?

    Pay with a tap — no wallet needed. Just you, your phone, and a summer cart full of sunshine. Learn more

  • Our prices are displayed in your local currency based on where you’re shopping from. You can also manually switch currencies using the currency button in the bottom section of our website. At checkout, you’ll be charged in the currency you see.

  • Our pieces run true to size with flattering, tailored cuts for that perfect fit. Check the size guide on each product page or reach out to us for some style-savvy sizing advice.

  • No sweat. Click Account > Forgot password?, and we’ll send you an email to reset it.

  • Each item includes care instructions. For extra tips, visit our Fabric Care Guide and keep your wardrobe sunshine-fresh.

🌊 Orders

  • Orders move fast! Contact us ASAP and we’ll do our best.

  • Log into your account and head to Order History.

  • Check your spam or promotions folder. Still nothing? Get in touch with us.

  • You’ll receive an email with your tracking info once your order ships. You can track your order here.

☀️ Shipping

  • Yes, we ship worldwide via DHL Parcel and DHL Express.

    • Portugal & Spain (excl. islands): Free standard shipping on all orders
    • Europe: Free standard shipping over 185€
    • Denmark, Ireland, Monaco and Vatican City: Free express shipping over 185€
    • International: Free express shipping over 350€

    Still unsure about free shipping in your area?
    Just head to checkout — your shipping options will show up there automatically.

  • Yes! Choose DHL Express at checkout.

  • Allow 1–2 business days for processing (M–F, 10AM–6PM WET). Orders placed after 12 PM will begin processing the next business day.

    • Portugal & Europe: 1–2 business days
    • Rest of the world: 1–3 business days

  • Taxes are calculated at checkout (for all EU countries).

    ⚠️ Deliveries to extra-communitary countries (countries outside of EU) are subject to customs duties, which will be at the customer's expense.

  • Wait up to 72 hours after it’s marked as delivered. Still missing? Email support@thepacificpalms.com and we’ll help.

🍍 Returns & Exchanges

    • Return within 14 days of receiving your order.
    • Items must be unworn, unused, with tags attached, and in original packaging.
    • Customers cover return shipping to Portugal.
    • Duties/taxes are non-refundable.
    • Refunds are issued to your original payment method.

  • Use our Return Form.

    Once approved, you’ll receive return instructions via email.

  • We do not offer direct exchanges. If you need a different size, return your item and place a new order for what you want.

    Customers cover return shipping to Portugal.

  • We hope this doesn’t happen, but if it does, our sincerest apologies!

    Please email us at support@thepacificpalms.com with your Order Number, a description and pictures of the issue, and we’ll sort it ASAP.

🕶️ Sales & Promos

  • Final Sale items can’t be returned or exchanged. Need sizing help before buying? Reach out to our sun-kissed crew here

  • That’s on us. Reach out to our sun-kissed crew here and we’ll fix it.

🌺 Gift Cards

  • They’re valid for 36 months from purchase.

  • All gift cards are non-refundable and non-transferable.

  • Currency conversion may cause slight differences. Reach out to our sun-kissed crew here if you need help.

🐬 Sustainability

  • NO WHALES - NO DOLPHINS - NO OCEANS - NO LIFE

    We’re passionate about protecting the oceans, so we donate 1% of every order to the Whale & Dolphin Conservation (WDC). It's our way of supporting their incredible efforts to protect marine life and keep our oceans safe.

  • Sustainability is our forever mood. Here’s how we do it:

    • Slow fashion: We don’t mass-produce. Each piece is made with care in small quantities, and we skip post-production plastics entirely. No poly bags, no unnecessary wraps, just good vibes and conscious choices.
    • Eco packaging: FSC-certified, recycled, and plastic-free.
    • Greener shipping: Our carriers use Sustainable Aviation Fuel (SAF).