FREQUENTLY ASKED QUESTIONS (FAQ)

SHOPPING ONLINE


Must I create an account to shop?

You don't need to create an account to shop on the site. Users may make purchases without registering. However, registering is highly encouraged to facilitate checkout and to take advantage of other personalization features, such as accessing your order history. Additionally, when we have special offers, our registered users will be among the first to know. Creating an account with us is simple. All we need is your email address and a password. You can create an account simply by clicking on to the "LOG IN" on the top right navigation of the page. 

How can I shop or place order?

Please visit our “How to Order” section on the Bottom Navigation.

I’ve forgotten my password. What should I do?

Click “Forgot Your Password?” link at the "LOG IN" page and follow the instructions.

Is my personal information kept private?

Palmerhaus will guarantee to keep all information you given to us private. We will not disclose it to another party.

Is 9 the number of stocks you have for each product?

No, 9 is the quantity of items you could purchase, we limit this to avoid irresponsible usage of our system.

Can I add an item to my order after I submit an order?

Unfortunately not, you will need to place a separate order for anything else that you want to purchase.

Will you be getting your sold out items back in stock?

Generally we're not able to re-stock, but if the product is highly demanded by the customer we would reconsider. Click the "Notify Me" link to get updates of the product you would like to be re-stocked.

The item I'm interested in is sold out, can I be put on waiting list?

No, but you can get a notification instead when the product is back in stock or other buyers canceled their order, by filling in your email address at the product page of the sold out item.

Do you have physical store where I can visit?

At the current moment we only sell via webstore. 

Do you accept credit card payment?

We do, by using paypal account. 

Can I purchase from overseas?

We do ship overseas and accept paypal payment.

I've put my order into the shopping cart, but when I click 'Proceed to order' only some or none of my order is available. How come?

Adding items to your shopping bag does not mean that we hold the items for you, because several customers might be shopping at the same time so merchandise availability is not guaranteed until you check out.

ORDERS, DELIVERY & RETURNS


Where can I find details on shipping information?

Please go to the bottom navigation and check on Shipping Policy page.

How do I cancel my order completely?

If you are in the process of checking out and decide you do not want to complete the order, you can leave the check out process at anytime by using your browser back button, the checkout buttons that return you to the previous step, or clicking on the logo at the top of the page. If you logged into your Palmerhaus account before placing an order, the items in your cart will remain there for your next visit. If you are not a registered Palmerhaus user, or if you did not log into your account before placing an order, your cart will be deleted after 30 minutes of inactivity. Please note that we may not be able to cancel an order if your already placed an order.

How will I know that you've received my order?

Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly, provided that we have an accurate email address. We'll send subsequent email(s) when your product ships, including tracking information (if available).

Can I change my shipping address after my order has been dispatched/sent?

Unfortunately you can’t. We only ship the order to the written address.

Can I return Sales item(s)?

No you can't, Sales items are non-returnable and non-refundable. All Sales items are final.

Can I return Personalized item(s)?

No you can't, personalized items are non-returnable and non-refundable.

Why are my order cancelled?

Maximum payment for an order is 1 x 24 hrs after order have been placed. If payment and confirmation has not been completed after the time limit, the order will be canceled automatically.

Can I get my order earlier than the estimated delivery time?

Unfortunately you can't. Because we need time to check your payment, quality control and pack your order.

What do I do if I have received the package but there is a damage/defect with the product?

Please read our Return Policy at the bottom navigation. Or you can email us at contact@palmerhaus.com

How can I track my order?

You can log in and view your order history and status in "My Account".

What do I have to do if I've completed my payment but haven't received the package after over the estimated delivery time?

Please do not forget to confirm your payment through the website after completing the payment. If you haven't confirm until the time limit, then your order will be canceled.

What do I have to do if I have completed the payment but forgot to confirm over the time limit?

Please contact us at: contact@palmerhaus.com for further information.

I haven't got my order, it has been late for couple days. Where is my order?

Kindly email us to contact@palmerhaus.com with your ORDER ID number so we can recheck with the shipping company.

*Note that if your order is sent during public holiday, there may be some delays.