Politica de expediere

Last updated: 28 October 2026

1. How returns work

At PALIZA, we want to be upfront about how orders reach you. To keep our prices fair, we work with an international fulfilment partner based in China, who stores, checks and dispatches orders on our behalf.

This means that for a standard return (for example, if you have changed your mind or the size isn't right), the item goes back to this international address. The cost of sending it back is yours, and we recommend a tracked service: we can't take responsibility for a return that is lost in transit without tracking.

If something is wrong on our side, it's on us. If you receive a faulty, damaged or incorrect pair, you won't pay anything to return it: we will send a replacement or give you a full refund.

Not sure about your size? Check the size guide on the product page, or email us your usual trainer size before you order and we'll help you choose. It's the easiest way to avoid a return.

2. The essentials

  • Return window: 14 days from the day you receive your order
  • Refund time: 5–10 business days after we receive and check your return
  • Restocking fee: none
  • Faulty, damaged or incorrect items: free return, replacement or full refund

3. How to return an item

  1. Email support@paliza.com within 14 days of receiving your order, with your order number and the item(s) you want to return. You can also use the cancellation form in section 8.
  2. We will reply with the return address and instructions.
  3. Send the item back within 14 days of telling us, unworn and undamaged, with its tags and original packaging.

Returning trainers

  • Try your trainers on indoors, on a clean, soft surface. Please don't wear them outside before deciding to keep them.
  • The shoe box is part of the original packaging. Put it inside a bag or outer box for posting, and never tape or stick labels directly on the shoe box.
  • Include any extra laces, tissue paper and inserts that came with the pair.

If an item has been used beyond what's needed to check its size, style and quality (for example, worn outdoors with marks on the soles or creases in the upper), we may reduce the refund to reflect the loss in value.

4. Refunds

We refund the price of the returned item to your original payment method within 5–10 business days of receiving it, or of receiving proof that you sent it back, whichever is earlier. You'll receive an email once your refund is processed. Because delivery is free, there is no delivery charge to refund.

5. Exchanges

Need a different size or colour? Return the pair following the steps above and place a new order for the one you'd like. This is the quickest way to get the right pair.

6. Faulty or damaged trainers

If your trainers arrive damaged or develop a fault, such as a sole coming away or stitching failing, email us at support@paliza.com with your order number and clear photos of the problem. We'll arrange a free return and send you a replacement or a full refund.

7. Cancellations

You can cancel free of charge before your order has been processed: email us as soon as possible. Once your order has been dispatched, the return process above applies.

8. Your statutory rights

This policy does not affect your legal rights. Under the UK Consumer Contracts Regulations 2013, you can cancel an online order within 14 days of receiving the goods, without giving a reason. You then have a further 14 days to send the goods back, and we will refund you within 14 days of receiving them, or of receiving proof that you sent them back.

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty, you can reject it for a full refund within 30 days of delivery, and you keep your other rights after that.

To cancel, you can email us, or copy and send this model cancellation form:

To: PALIZA, 10 Downing Street, London SW1A 2AA, United Kingdom, support@paliza.com

9. Get in touch