Legal
Shipping Policy
This page covers shipping for the Passport of Beauty, the only physical product Palette Reveal sells. The PDF report and gift PDF are digital downloads — they aren't shipped, so this page doesn't apply to them.
What we ship
- The Passport of Beauty — one passport-sized vegan-bound booklet plus your plastified palette card, packed in a recyclable kraft mailer.
- Recipient name embossed on the cover and your dedication printed inside if you ordered as a gift.
Where we ship
We ship to the EU, UK, US, Canada, Australia, and a curated list of other countries. The shipping country selector on the order form lists every supported destination. If your country isn't listed, contact us at [email protected] before ordering and we'll let you know if we can route to you.
Processing time
Once you complete checkout, we print and ship within 7 business days. You'll receive a confirmation email immediately on payment, then a second email with the tracking number when the parcel is handed to the courier.
Delivery time
Delivery time after dispatch depends on destination and courier:
- EU: typically 3-7 business days.
- UK / Switzerland / Norway: typically 5-10 business days (customs clearance can add days).
- USA / Canada: typically 7-14 business days.
- Australia / Rest of World: typically 10-20 business days.
These are estimates from the courier, not guarantees. Weather, customs, holidays, and courier backlogs can extend them. Refer to the tracking page for live updates.
Shipping cost
Tracked shipping is included in the Passport price. There are no extra delivery charges at checkout. If your country charges import duties, VAT, or other customs fees on incoming parcels, those are your responsibility as the receiver and are not included in the Passport price (see "Customs & duties" below).
Tracking your parcel
When the courier collects the parcel, we send you an email containing:
- The tracking number.
- The carrier name (DHL, UPS, GLS, FedEx, or your national post).
- A direct link to the carrier's tracking page.
You can track the parcel yourself at any time via that link. If the link or number doesn't work, email us — we'll re-issue it from our records.
Liability — who is responsible for what
Once the courier collects the parcel from us, the shipment is in their hands. Palette Reveal:
- Is not liable for loss, theft, or damage that happens during shipping, after dispatch.
- Is not liable for delays caused by the courier, customs, weather, strikes, holidays, or any other event beyond our reasonable control (force majeure).
- Is not liable for incorrect deliveries caused by an address that the buyer entered incorrectly.
- Is not liable for parcels marked "delivered" by the courier when the buyer says they did not receive them — this is between the buyer and the courier (a Proof of Delivery investigation is the courier's process).
- Does not cover import duties, VAT, or customs fees charged by the receiver's country.
By placing the order you acknowledge and accept that the shipping risk transfers to you when the courier collects the parcel from us. This is consistent with the legal framework for cross-border distance sales (B2C in particular).
How we help when something goes wrong
Even though Palette Reveal is not the carrier, we will always work with you to resolve a shipment problem. Specifically, we will:
- Share the full tracking history and the carrier's contact details.
- Open a tracing or investigation request with the courier on your behalf using the parcel's reference number.
- Forward any communication we receive from the courier directly to you.
- If the courier confirms the parcel is genuinely lost in transit (typically after 30 days for most destinations), we will reprint and reship at no charge — this is a goodwill arrangement and is conditional on the courier officially declaring the parcel lost. It is not a refund. Reship-on-loss is not available if the courier marks the parcel as delivered, refused, or returned to sender for an address issue.
- If the parcel arrives damaged, send photos to [email protected] within 7 days of delivery. We'll review and, where the damage is consistent with shipping (not normal wear), reprint and reship at no charge.
Wrong address
The buyer is responsible for entering the correct shipping address at checkout. If the parcel comes back to us as "undeliverable" because of a bad address (typo, missing apartment, wrong postal code, etc.), we will contact you. The reship will require re-payment of shipping costs (typically EUR 9-25 depending on destination). If you decline the reship, we are unable to refund the original Passport price because the product was already personalised and printed.
You can amend the address by emailing [email protected] within 24 hours of placing the order. After 24 hours we may have already handed the parcel to the courier and cannot redirect it.
Customs & duties
For destinations outside the EU, your country may charge import duties, VAT, or customs handling fees on the parcel. These fees are determined and collected by your government and the carrier — not by Palette Reveal. Common examples:
- UK: 20% VAT + customs handling fee (~£8) on most parcels above £15.
- Switzerland: 8.1% VAT + customs fee (~CHF 12-25).
- USA: typically duty-free under USD 800 per shipment, but varies.
- Australia: usually duty-free under AUD 1,000, but check current rules.
If you refuse the parcel because of customs charges, the courier returns it to us. We can reship only after re-payment of shipping. We cannot refund the Passport price for refused parcels, since the product is personalised.
Address change requests
Email [email protected] with your order number from the confirmation email. We can update the address only if the parcel hasn't been handed to the courier yet (typically within 24 hours of order).
Returns and refunds
Because the Passport is a personalised product — the cover is embossed with the recipient's name and the card is printed from your specific saved analysis — we cannot accept returns or issue refunds once it has been printed. The only exceptions are the goodwill cases listed above (parcel officially declared lost in transit, defective product on arrival).
The PDF reports follow a separate refund policy.
Contact
Shipping questions, tracking issues, address changes, customs inquiries: [email protected] with your order number. We aim to reply within 1-2 business days.