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We'd love to hear from you — whether it's about an order, a bespoke piece, or simply a question.
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Whether it's a question about your order, a gifting idea, or anything else — we're always happy to help. Choose the way that works best for you.
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Prefer a quicker conversation? Message us on WhatsApp — ideal for order queries, gifting ideas, or anything you'd like to discuss before placing your order.
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We aim to respond to all enquiries within 24 hours, Monday to Saturday. For urgent matters, WhatsApp is the fastest way to reach us.
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Frequently asked questions
Quick answers.
How long does it take to make my bag?
Every Palette bag is made to order. Production typically takes 3–5 working days. During peak periods this may extend to 7 working days. Once dispatched, delivery across India takes 1–3 business days.
Can I cancel or change my order?
Cancellations are accepted within 24 hours of placing your order. After that, production has begun on your piece and we are unable to cancel. If you need to make a change, please reach out to us as soon as possible and we will do our best to help.
What is your returns policy?
Because every Palette piece is made specifically for you, we do not accept returns for change of mind. Returns are accepted only if you received the wrong product or a damaged piece. Please contact us within 48 hours of delivery with your order number and an unboxing video.
Do you ship internationally?
Yes, we ship internationally. International shipping is charged at actuals and must be confirmed before your order is placed. Please reach out to us with your delivery location and we will share the applicable cost and timeline.
Do you offer gift wrapping?
Yes — complimentary gift wrapping is available on request. Simply mention it when placing your order or send us a message. You can also add a personalised note for the recipient.
Can I request a bespoke or custom piece?
Absolutely. We love bespoke commissions. Fill out the enquiry form on our Gifting & Bespoke page or send us a message on WhatsApp with your brief — colours, style, occasion, and timeline. We'll get back to you within 24 hours.
How do I track my order?
Once your order is dispatched you will receive an email with your tracking details. You can also track your order using the link in your confirmation email.
What payment methods do you accept?
We accept all major payment methods including UPI, credit and debit cards, net banking, and wallets via Razorpay. Cash on Delivery is also available on select orders.