FAQ's

We're here to help! Explore our FAQ section to discover quick and friendly solutions to your questions about Petra Palumbo products.

Don't see your question? Contact us here and one of our team members will get back to you.

SHOPPING

How do I place an order?

You can place an order through our online store 24 hours a day, 7 days a week. You can create a customer account and your details will be saved and pre-populated in future orders during checkout. If you are a new customer, we recommend that you create an account so you can view your recent orders, save payment information and your delivery address for a faster checkout. Alternatively, you will have the option to checkout as a guest.

Can I add extra items to my order after I have checked out?

It is not possible to go into your order and amend once you have purchased on our website. In this circumstance please contact us.

If you would like to change an item, order extra items or cancel an item please contact us at info@petrapalumbo.com and we can assist. If your order has not been dispatched we can create a separate invoice for you for the extra items. If your order has been dispatched then you will need to place a new order.

Can I pre-order an item on your website?

It is possible to pre-order new items via our website. For pre-order products, at the top of product description we will state an expected delivery date. We suggest you order as soon as possible to avoid any disappointment. You will then be notified by email once your order has been dispatched.

Can I change/cancel my order?

Please contact info@petrapalumbo.com if you would like to change or cancel your order.

I entered the wrong shipping address by mistake, can I change it?

Please contact info@petrapalumbo.com if your delivery address is wrong and we will do our best to amend this. Once dispatched, we are unable to amend the address but you will be sent tracking details by your chosen courier which will allow you to track and change your delivery address.

Can I buy a gift card?

Yes, e-gift cards are available to purchase on our website. The gift card will be delivered by email and will be sent to the recipient with clear instructions on how to redeem them at checkout. Our gift cards are available in six flexible denominations for every budget, £25.00, £50.00, £100.00, £150.00 and £250.00

PRODUCTS

Are your tiles kept in stock? If not, how long is your lead time?

We hold a small amount of tiles in stock. As our tiles come in several colour ways, it is not possible to keep large stock quantities in-store. If we can fulfil a tile order in-store, your order can be dispatched within a few days, however, most tile orders will be made-to-order. Please allow up to 4 - 6 weeks for orders to be prepared and shipped. If you would like a more specific timescale, please contact us at info@petrapalumbo.com

Do you accept returns on tiles?

Regretfully, we are unable to accept returns on our hand decorated, made to order delft tiles. Please get in touch with us at info@petrapalumbo.com if you would like to view a sample before ordering. You will be able to purchase store stock tiles in all colour ways which can then be refunded upon return.

RETURNS

Can I return or exchange my item?

For information on our returns and exchange policy, please see our returns page here. Regretfully, we are unable to accept returns on our hand decorated, made to order delft tiles.

How long will it take to receive my refund?

Once the item has been received in store, refunds are normally processed within 1 - 2 days. You will receive a confirmation email once your refund has been processed. Please allow 3 to 7 days for the refund to show in your bank account. Should you experience any delay please contact the team for an update.

How do I return a faulty or incorrect item?

If you do receive a faulty or incorrect item, please contact info@petrapalumbo.com within 7 days of the date that you received your delivery and we will reply to you within 48 hours.

Many of our products are hand decorated so designs and colours may differ slightly. Please note, if you receive a damaged item you will need to send a picture via email to us prior to any refund or replacement being issued.

SUSTAINABILITY

Do you use sustainable packaging?

From the raw materials to our supply chain and packaging, we take a holistic approach. We use recycled paper, stickers and card and paper-based packaging where possible.

We have a mission to eliminate single use plastic wherever possible. We promote and use organic, sustainable and fair trade materials.

The packaging that we dispatch all of our customer deliveries in is sourced from FSC certified suppliers within the UK, meaning that the cardboard is sustainably sourced and hasn't travelled excessive miles to reach us.

We also use brown paper tape to pack our deliveries, which is 100% recyclable. Where possible, we use recycled brown cardboard corrugated paper,

which is also 100% recyclable. We encourage all of our customers to recycle their delivery packaging, in particular the box, paper tape and cardboard wrapping used.

Trees for Life

We have partnered with Trees for Life to offset the carbon footprint of our supply chain.

With every purchase, you can add a voluntary contribution of £1 at checkout which we will match.

The trees will be planted in our very own Petra Palumbo grove in the Scottish Highlands where they will provide homes for wildlife and create forests for the future.

How do I subscribe to your newsletter? Are there any benefits to subscribing?

You can subscribe to our newsletter by clicking on the SUBSCRIBE box at the bottom of our webpage. You will receive an email with a code which allows you to receive 10% off your first order.

At Petra Palumbo, we are always designing, creating and adding to our growing homeware collection. By signing up to our newsletter you will receive new product updates, special offers and design inspiration.

I no longer wish to receive your newsletter, how can I unsubscribe?

It is very easy to unsubscribe, simply follow the link at the bottom of the email. You will then no longer receive updates and offers from us.

Alternatively, you can contact us at info@petrapalumbo.com and we can remove you from our mailing list.

FURTHER QUESTIONS?

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