Frequently Asked Questions

Quick answers to everything you need to know about shopping at palacecloth.com

Can’t find your answer here? Email support@palacecloth.com and we’ll get back to you within 24 hours on business days.

Orders & Payment

How do I place an order on palacecloth.com?

Placing an order is easy. Browse our collection, choose your item and size, and click ‘Add to Cart.’ When you are ready, go to your cart and click ‘Checkout.’ Enter your delivery address and payment details, review everything carefully, and click ‘Place Order.’ You will receive an order confirmation email within minutes to confirm everything has gone through successfully.

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal and Apple Pay. Additional payment methods may be available depending on your location — all accepted options are displayed clearly at checkout. Every payment is processed through secure, encrypted gateways to keep your financial information safe.

Can I change or cancel my order after placing it?

We begin processing orders quickly to ensure fast dispatch. If you need to change or cancel your order, please contact us at support@palacecloth.com as soon as possible with your order number. We will do everything we can to accommodate your request, but we cannot guarantee changes can be made once an order has entered our picking and packing process or has been handed to the carrier.

I did not receive an order confirmation email. What should I do?

First, check your spam or junk mail folder as automated emails sometimes get filtered. If it is not there either, it is possible the email address entered at checkout contained a typo. Contact us at support@palacecloth.com with your full name and the details of your order and we will locate it and send a new confirmation right away.

Is it safe to enter my card details on palacecloth.com?

Completely. Palacecloth.com uses SSL encryption (HTTPS) across the entire site to protect all data you send us. Payment information is handled by PCI-DSS compliant payment processors and is never stored on our servers. Your payment details are as secure with us as they are with any major retailer.

Shipping & Delivery

How long does delivery take?

Standard US shipping takes 5–8 business days from the date of dispatch. Expedited shipping takes 2–4 business days and express shipping takes 1–2 business days. All orders are processed within 1–3 business days before dispatch. You will receive a tracking number by email as soon as your order is on its way.

Do you offer free shipping?

Yes. We offer free standard shipping on all US domestic orders that meet our qualifying order threshold. The threshold is displayed clearly at checkout before you pay. Orders below the threshold are charged a flat-rate fee, also shown at checkout. No surprises.

Do you ship internationally?

Yes, we ship worldwide. International delivery times vary by destination — typically 7–14 business days for Canada and the UK, 10–18 days for Europe, and up to 28 days for more distant destinations. International orders may be subject to customs duties and import taxes upon arrival, which are the responsibility of the customer. Full details are in our Shipping Information page.

How do I track my Palace order?

Once your order is dispatched, you will receive a shipping confirmation email with your tracking number and a direct link to follow your parcel. You can also track manually by visiting the carrier’s website and entering your tracking number. Allow up to 24 hours after receiving your shipping email for tracking data to become active.

My order shows as delivered but I have not received it. What do I do?

Please first check with all members of your household, look in any usual secure drop spots the carrier uses, and check with your building management or concierge if applicable. If you still cannot locate the parcel, contact us at support@palacecloth.com within 7 days of the marked delivery date with your order number. We will open an investigation with the carrier immediately and work to resolve it as quickly as possible.

Returns & Exchanges

What is your return policy?

We offer hassle-free 7-day returns on all eligible Palace items. Items must be unworn, unwashed, with all original tags attached and in their original packaging. To start a return, email support@palacecloth.com with your order number and we will guide you through the process. Full details are on our Return Policy page.

How long does a refund take to arrive?

Once we receive and inspect your returned item (within 3–5 business days of receipt), we process your refund the same day. Allow a further 5–10 business days for the funds to appear on your original payment method, depending on your bank or provider. You will receive a confirmation email the moment your refund is issued.

Can I swap my Palace item for a different size?

Yes. We offer size and colorway exchanges subject to availability. Email support@palacecloth.com within 7 days of delivery with your order number and the size or colorway you want. We will hold the replacement item while your return travels back to us — subject to stock availability. If the item is sold out, we will issue a full refund instead.

My item arrived damaged or with a defect. What happens?

We are sorry about that. Please contact us within 48 hours of delivery at support@palacecloth.com with your order number, a description of the problem, and clear photos of the defect or damage. We will arrange a free return and give you the choice of a full replacement or a complete refund. No arguments, no delays.

Products & Authenticity

Are the Palace Skateboards items on palacecloth.com authentic?

Yes — every single item sold on palacecloth.com is 100% authentic Palace Skateboards clothing and accessories. We are committed to selling only genuine Palace pieces. No replicas, no imitations, no compromises. If you ever have any concern about the authenticity of an item you receive from us, contact us immediately and we will resolve it.

How do I find the right size for Palace clothing?

Palace Skateboards clothing generally runs in standard UK and international sizing. Hoodies and sweatshirts are cut with a relaxed, slightly oversized fit — most customers go for their regular size. T-shirts run true to size. Tracksuits are sized as sets and fit consistently. Jackets vary by style — check the individual product page for specific fit notes. If you are between sizes and want a relaxed look, size up. If you prefer a closer fit, size down.

Do you restock sold-out Palace items?

Palace Skateboards releases new collections seasonally and in limited drops. Some items are restocked when demand warrants it, but many — particularly seasonal or limited-run pieces — do not come back once sold out. We recommend signing up to our newsletter to get notified about restocks and new arrivals before they sell out again. If you are looking for a specific piece, email support@palacecloth.com and we will tell you its restock status.

What is the story behind Palace Skateboards?

Palace Skateboards was founded in London in 2009 by Lev Tanju. It started as a genuine skate crew — the Ultimo Skate Team — and grew into one of the most respected streetwear brands in the world. The brand is known for its irreverent sense of humour, its iconic tri-ferg triangle logo, its deep roots in real skate culture, and a series of celebrated collaborations with brands including Adidas, Ralph Lauren, Oakley, and many more. Palace has stores in London, New York, Los Angeles, Tokyo, and Shanghai, and has built a global following that stretches well beyond the skateboarding world.

How should I care for my Palace clothing?

To keep your Palace pieces in the best condition, wash inside out on a cold or 30-degree cycle to protect printed and embroidered graphics. Do not tumble dry — hang to dry naturally away from direct sunlight which can cause colours to fade over time. Do not iron directly on any branding, logos, or graphic prints. Store folded rather than on hangers to prevent heavyweight cotton from stretching. Treat stains with cold water immediately — hot water can set stains permanently. Following these steps will keep your Palace clothing looking sharp for years.

Account & General

Do I need an account to shop at palacecloth.com?

No, you can shop as a guest without creating an account. However, having an account gives you access to your order history, saved addresses, easy reordering, and a faster checkout experience. We recommend creating an account if you plan to shop with us more than once — it takes under a minute and makes everything easier.

How do I create an account?

Click ‘Login / Register’ in the navigation at the top of any page on palacecloth.com and select ‘Create an Account.’ Enter your name, a valid email address, and a secure password. You will receive a verification email — click the link in it to activate your account. Once verified, you are ready to shop with your full account benefits.

I have forgotten my password. How do I reset it?

Click ‘Login / Register’ in the navigation and select ‘Lost your password?’ Enter the email address associated with your account and we will email you a secure password reset link within a few minutes. If the email does not arrive, check your spam folder. If you still cannot access your account, contact us at support@palacecloth.com and we will help you regain access.

How do I contact Palace Cloth customer support?

The best and fastest way to reach us is by email at support@palacecloth.com. We respond to all enquiries within 24 hours on business days (Monday to Friday, excluding public holidays). For the fastest possible response, include your order number in the subject line of your email. You can also use the contact form at palacecloth.com/contact-us/.

Do you have a size guide?

Yes. A detailed size guide with measurements for all clothing categories — hoodies, t-shirts, jackets, tracksuits, sweatshirts, shirts, and trousers — is available on each individual product page. If you are unsure about sizing for a specific item, email support@palacecloth.com with the product name and your usual measurements and we will advise you on the best size to order.

Still have a question that is not answered here? Email support@palacecloth.com — we are always happy to help.