How do I know if an item is available?  

As long as you are able to add the item to cart, the item is available for purchase. If an item is out of stock, you will not be able to checkout. Instead you can join its waiting list if applicable.

How do I know if I’m placing an order for a ready-stock or made-to-order item?

All of our items available on our store are ready-stock unless otherwise stated.

Made-to-order items are ones that require assembly as it involves different parts to be put together based on your choice such as silver or gold and the colour of the pendant (e.g. LIFELINE NECKLACE).

Are the items added to my cart reserved? 

Adding items to your cart does not mean the item(s) is reserved. Your order is only confirmed upon payment completion. For faster checkout, we recommend creating an account with us and ensuring you're logged in once a product launches.

What payment methods do you accept?

We currently accept payment methods provided by Shopify which includes Shop Pay, Apple Pay, Google Pay, Visa, Mastercard, American Express as well as express checkout via Paypal.

Is it safe to use my credit card online at your store?

All Shopify stores are automatically PCI compliant by default. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organisations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.

How do I know if my order has been dispatched?

You will receive an email once your order has been dispatched. As we work with a variety of local delivery couriers, delivery times may vary between 2-3 days for standard delivery and 1-2 days for expedited delivery. Shipping times does not include a 1-2 working days of order processing time within PALAWAN. We are currently in the midst of improving our dispatch process so we welcome any feedback you may have.

Can I track my order?

Yes, all delivery options offered can be tracked. You can login to your account and track your order. You will be notified of the tracking number once your order has been dispatched.

I received the wrong and/or defective item(s), how do I return it?

All return items must be unaltered with original packaging intact.

Step 1 - You will need to email us at hello@palawanhq.com with the email titled [ Incorrect/Defective Merchandise Received - Order ID xxxxxx ] Attach a snapshot of the defect on the item and/or the incorrect item sent in the email. This will help in expediting your returns request.

Step 2 - Upon our acknowledgement of the return request, we will further advise you on how to return your defective item via email. It is compulsory to return items via a trackable service. We will not be liable for any lost return parcels. Return parcels are to reach us within 7 calendar days from date of receiving the items (21 calendar days for International orders).

Step 3 - We will email you after we have received and processed your item(s). 

For further enquiries, please drop us an email at hello@palawanhq.com

Do I have to set up an account to shop at your store?

You do not have to set up an account but setting up an account saves you the hassle of filling in your details every time you shop with us. Setting up an account with us also allows you to get first hand, exclusive updates regarding launches, promotions and sales. 

Can I return my purchase?

Unfortunately, we do not accept any returns unless the item is defect or incorrectly delivered. With that said, we conduct quality checks of the items before packing them into your order so rest assured that your items will be delivered to you in the best state.

How do I use my promo code?

You can simply input that code upon check out. Click on “Apply” and if the code is valid, the discount will be reflected instantly. Do take note that the promo code field is case sensitive and usually only valid for a specified promotional period. Certain mobile devices auto-caps/auto-corrects, so be sure to check the code that you have entered before clicking ‘Apply’.

If you require further assistance, feel free to send us an email with a screenshot of the error message.

Promo code has to be entered upon purchase to be valid. Discount can't be applied on an order retrospectively (i.e. after it has been successfully made).

Where is PALAWAN based?

PALAWAN is based in Singapore, and equipped with one of the strongest e-commerce infrastructures in the world. We currently only ship domestically but are looking at opening up to ship worldwide soon. Do sign up for our mailing list to be informed of when that day comes.

Do you have a physical store?

PALAWAN does not have a physical store and all online sales are only done through this site unless otherwise stated.

How do I sign up for the mailing list?

You can go to the bottom of our page (footer) and you will see a box in which you can input your email address. Once you click 'Subscribe', you'll be able to receive emails from us regarding upcoming collections, product launches, sales and much more.

Is my personal information kept private?

Yes. We treat all customers' personal information with utmost confidentiality. You can refer to our Privacy Policy for a better idea of how your information will be used on our site.