📦 PALLADIUM Return & Exchange Process (English Version)

1️⃣ Inspect Your Order Upon Receipt

• Inspection period: Please inspect your order within 3 days of receiving the package.
• For your protection, we strongly recommend taking clear photos or recording a video while opening the package.
• Please carefully check all items to ensure that the product, size, color, quantity, and condition are correct and that there are no defects or damages.
• If you notice any issue with your order, please contact us within 3 days of receiving the package via INBOX or our customer service email.
• Please provide the relevant details together with clear unboxing photos or video for verification.
• For any return or exchange request, unboxing photos or video may be required. If the requested unboxing photos or video cannot be provided, we reserve the right to decline the return or exchange request.

2️⃣ Submit Return Request

• Time limit: Within 7 days of receiving the item
• Method: Email our customer service: palladium_sgmy@emers.com
• Include:
  • Reason for return (Too big / Too small / Style mismatch / Others)
  • Available pick-up date & time
• Customer service hours: 10:00 – 17:00

3️⃣ Confirm Return Details

• Customer service will confirm the return reason and arrange a doorstep pick-up.
• Alternatively, you may return the item at our store (Singapore only).
• Malaysia: Door-to-door pick-up only.

4️⃣ Return Item

Return conditions:

• Unused, unwashed, and unaltered
• No stains, odor, or damage
• Original packaging intact
• Include all accessories, tags, and manuals

Return methods:

• Store drop-off (SG): You may drop off the item at our store.
• Doorstep pick-up (SG & MY): We will notify you once the courier pick-up has been arranged.

5️⃣ Refund Processing

• Refund will be processed once the returned item has been received and confirmed to be eligible for a return.
• Refund processing time: Approximately 7–14 business days
• Refund method: Original payment method
• Note: Actual bank posting time may vary depending on the bank.

⚠️ Notes

• The shoe box is considered part of the product. Damage to the shoe box may result in a partial refund or rejection of the return.
• Non-returnable items: Socks & intimate/personal wear.
• Unboxing photos or video may be required to verify any damage, defect, incorrect item, or other return/exchange issue.
• If the requested unboxing photos or video cannot be provided, we reserve the right to decline the return or exchange request.

📍 Our Store — Singapore Only

Store Location 🎾

78 Airport Boulevard, #02-218, Singapore 819666
Jewel Changi Airport
Tel: +65 6883 5282