Returns & Exchanges

We are happy to Refund & Exchange non-personalised orders placed after 31st August 2023 within 30 days of purchase.

The BIG print

Returns or exchanges are permitted, provided:

  • the product has not been worn (other than for trying on) and is returned in its original condition.
  • the product is returned in its entirety with all the originally included accessories, packaging and paperwork.
  • the product has not been personalised or altered with blue light, prescription or transition lenses.
  • you have the receipt/proof of purchase.

Regretfully, we can’t accept merchandise that does not satisfy those criteria. Frames that were not purchased on our website will not be accepted under any circumstances. Frames ordered with prescription, blue light or transition lenses are non-returnable and non-refundable unless faulty. 

Processing the refund and the cost to return

To return your unworn eyewear, please follow these simple steps:

  • Please email [email protected] within 14 days of receiving your sunglasses to inform us of your return and whether a refund or exchange is required. Please detail the item you wish to return, adding a brief note as to why you are returning.
  • Following confirmation of receipt of your email from our Customer Services (they’re a happy bunch you know), you then have 30 days to return the item(s) to us.
  • Pala is not responsible for any damage occurred to the item during return postage and it is advisable to ensure adequate, protective packing is used.  All returns and exchanges to be posted with the original order confirmation form.
  • If you are a customer from the UK and Northern Ireland then you will receive a pre-paid return label when you email us at [email protected]. Free return. Simple.
  • For all other returns outside of the UK, your order must be returned to us tracked.
  • For all other international customer returning an item then contact us at [email protected] to inform us of you return. We unfortunately do not cover the cost of international returns.

Return Specifics

For UK and Worldwide

The Pala return address is:
Pala Returns, C/O CRM
Unit 2, Orchard Business Park
Forsyth Road
Woking, Surrey
GU21 5FH
United Kingdom

For returns within the EU

Pala Eyewear
C/O CRM Trading Subsidiary SL
Nave en Polígono Industrial Camino Morente,
Calle 3, parcela 18
14600 Montoro (Córdoba)

Refunding the payment

Refunds will be credited to the card or Paypal account used to make the original purchase. Returns/exchanges will be processed within 3-5 business days upon item being received. Please note that it may take up to a 10 days for the credit to appear on your statement.