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Help & Contact

If the questions listed below don't help you, you can write to us on WhatsApp , Instagram or by email :)

Shipping & Delivery

Which shipping service providers will my package be sent with?

We ship our items with our shipping partner DHL - Go Green (CO2 neutral).

How much are the shipping costs?

We ship exclusively via DHL (Go Green). Your package should reach you within 2-3 business days.

Free Shipping




Do I also get a shipping confirmation?

Our logistics are on the ball. As soon as we hand over your package to the post office, DHL will automatically send you a shipping confirmation email. You didn't get any? A quick look in the spam folder helps here. And if you can't find anything there either, then it's best to contact our customer service directly.

How does the shipping of my order actually work?

For the delivery of your order, we hand over the package to our shipping partner DHL, which we chose because of the 20,000 branches and partner branches as well as the 2,500 Packstations throughout Germany. It is also very important to us that the potential return of your package is easiest via DHL. DHL delivers the order directly to your home. The shipping costs are completely free with us!

How does package tracking or tracking work?

DHL will automatically send you the so-called tracking link by e-mail in the form of a shipping confirmation. Click this link to find the most up-to-date information on the shipping status of your order.

Can I create a different delivery address?

Creating a different delivery address is no problem, so you can have a package sent to your desired address at any time. It is very important that you provide the relevant information during the ordering process. A subsequent change is unfortunately not possible due to the fast transmission to logistics.

What happens to my package if I am not at home when it is delivered?

Our shipping partner DHL will either store your order at a desired location, with your neighbors or send you a notification card if you are not at home when the first delivery attempt is made. Your package will then be deposited at a post office nearby.

What do I do if a delivered item has an error?

It's annoying, of course, but it's really rare. In this case, please contact our customer service immediately, we will help you because of the free return in this case.

What do I do if not all ordered items are included in my delivery?

If ordered items are missing from your delivery, please contact our Customer Service. The employees can technically check any shortages.


What payment methods do you offer?

You have the option of paying via PayPal, Klarna, Apple Pay, AMEX, Sofortüberweisung, Mastercard or Visa.

Why is the payment method Klarna (invoice) not working for me?

If payment by Klarna invoice does not work, it is because Klarna does not grant you this payment method due to a negative credit rating. Please choose another payment method to complete your payment.

How does my credit card payment work?

If you have decided to pay by credit card, the amount to be paid will be debited at the moment the goods are shipped. Therefore we ask for the assurance in advance that you are authorized to pay by credit card. If you send goods back to us, the corresponding amount will be transferred back to your credit card account as soon as possible after arrival and processing in our logistics center. What you have to pay attention to when entering your credit card data: We need the correct card number, the validity information and the check digit.


How can I track my order?

To check the delivery status of your order, call up the shipping confirmation that you received by email. For every package that is sent to you, you will receive a shipping confirmation including a link to tracking the shipment.

How do I know if my order was successfully submitted?

As soon as you click on "Buy Now", your order will be sent to us. You will then automatically receive an order confirmation by email from us. Therefore we would like to ask you to make sure that the e-mail address you enter in the shop is up to date. If you haven't received an email from us within half an hour, then take a quick look at your spam filter. If you don't find anything there either, our customer service will be happy to help you.

Can I see the status of my order?

For an overview of the status of current orders and also for an insight into old orders, we recommend that you create a personal account under "My Account". Then log in with your password and select "Orders" under the "My Account" tab. Here you will find the information you are looking for.

Is there a minimum order value?

No, there is no minimum order amount. In the case of vouchers, there could be a minimum order value in order to redeem them. This would then be explicitly noted on the voucher.

How long does it take for the package to get to me?

In Germany you can currently expect delivery of your order within 2-4 working days.

Can I order from abroad in the PALMYLES shop?

We accept orders in the PALMYLES shop from all over Europe.

Why haven't I received an invoice?

If you need an invoice for your order, please contact our customer service. We will send you the invoice immediately.

Can I change or cancel my order?

Once you have submitted your order, you can no longer change or cancel it yourself. We ask for your understanding. Since we want to offer the fastest possible shipping, all orders are transferred to our system immediately after they have been sent. If you ever want to make a change or cancellation, please contact our Customer Service. We always strive to find the best solution for you.

Will I receive an order confirmation?

Yes, as soon as we have received your order, you will receive a confirmation by email. If you have not received a message within one hour of placing your order, please contact our Customer Service.

Can I change my details?

As a registered customer, you can easily change and save your data at any time after logging in in the customer area.


When will the money be returned?

The money will be refunded to your original payment method once the package has reached our warehouse and our shipping partner has confirmed receipt.

How do I send a return?

If you want to send something back, we ask you to send the package back to the following address at your own expense within 60 days of receipt: PALMYLES UG, Marlowring 19, 22525 Hamburg. Please keep the parcel posting receipt from DHL for possible investigations, this makes it easier to investigate any queries or parcel losses. For more information, see our separate " Returns " page.

What happens to the items from my return?

As soon as we receive your return, each individual item is carefully checked by our team. If the goods are in new condition, they will be repackaged and put up for sale again. It is our top priority not to throw away any goods, so we ask everyone to handle our product carefully.

How long do I have to return my order or individual parts?

After receiving your package, you have 60 days to return the items. You can find detailed information on the so-called right of withdrawal here and in our general terms and conditions.

What do I have to consider when handling the items so that they can still be returned?

The most important thing is that you handle the clothing with care. We take back undamaged and unworn goods without any problems. However, we reserve the right to claim damages for used goods and goods with a perfume or detergent smell. Please also be careful not to tear the label off any clothing that you may wish to return. Without a label, we can no longer resell the goods.

What do I have to do if I want to exchange an item?

Please send us the item to be exchanged and then order the desired new item in the shop. We will immediately refund you the money for the previous order.

How long does it take for my money to be back in my account after a return?

First we will confirm receipt of your return by email. From then on it takes about 1-2 working days until we can refund the goods that have already been paid for. We will refund the amount using the same payment method that you used to pay for your order.

How do I reclaim a product?

If a product from the PALMYLES shop does not meet our quality standards, then it is also in our interest that you can complain about it within the statutory warranty period of 24 months. We will then get to the bottom of the matter. Of course, this also applies to reduced items. Please send the item back to us as a return and please explain the defect on the return slip.

Promotions & Vouchers

How can I redeem a voucher?

You can enter a voucher code in the shopping cart and in the checkout. There is a designated input field. As soon as you have added the voucher via this field, the sum of the voucher will be deducted from the invoice amount. It is important that you can only redeem each voucher code online and only once per order. Unfortunately, we cannot create a subsequent credit for an order, as the order is processed too quickly for this. But you can easily redeem the voucher for your next order. There is no minimum value for redeeming a voucher.

Newsletter & customer account

Do I have to create a customer account to be able to shop?

No, you do not need a customer account to shop at PALMYLES. We also offer orders without registering a customer account. To do this, click on "Continue without registration" in the registration form and follow the ordering process.

How can I register?

To create your customer account, simply click on the person icon in the header, then on the »Create account« link in the registration area and fill out the registration form. You can also easily set up your customer account during your first order. In both cases you have to enter your e-mail address and a secret password. You can use this data to log into your customer account at any time in the future and have the option of viewing, checking and editing your data.

Will my data be sold to third parties?

No, your data is of course in safe hands with us!

What information and benefits do I get from your newsletter?

Our newsletter informs you about current promotions (e.g. discount campaigns, vouchers, etc.) and new products in our online shop. Stay up to date and receive exclusive specials and a look behind the scenes of a young start-up. Visit our "CLUB" page for more information.