Customer Service

We proudly ship our handcrafted products to all provinces and territories across Canada. All orders are carefully packed and dispatched from our local warehouse in Guelph, Ontario. Shipping costs will automatically populate at checkout based on your order's weight, volume, and final destination address. We offer FREE standard shipping on all orders over $150!

For in-stock items, we typically process and ship your order within 1-3 business days. If you select standard ground shipping, you can expect to receive your order within 3 to 7 business days, depending on your location in Canada. Please note that because our products are handmade in small batches, some items may occasionally have a delayed shipping date, which will be clearly noted on the product page.

Take a look at the tracking information that was sent to you in your shipping confirmation email. This email will be separate from your order confirmation. The fastest way to get an update on your package, including the estimated delivery date, is by using the tracking number provided via the carrier's website.

If your tracking shows delivered but you haven't received it, or if your package appears lost, please reach out to us at customercare@palmehouse.ca within 48 hours of receiving your delivery notification email. We’re happy to help investigate and take the next steps from there!

Once an order has been processed, we are not able to change or cancel your order. We also cannot change the shipping address once the order is processed. If you no longer need the items you purchased, you can start a return once they are delivered to you.

We want you to love your pieces! We accept returns within 30 days of delivery. Items must be in new, undamaged condition and unused. They also must be returned in their original, protective packaging to ensure your return arrives safe and sound. Please note that shipping fees are non-refundable.

If you'd like to make a return or an exchange, simply email our client experience team at customercare@palmehouse.ca with your order number. Once your return is authorized, we will provide you with instructions on how to send the items back to our Guelph warehouse.

We stand by the quality of our products and want you to love everything you purchase. Please open and inspect all items within 3 days of delivery. If you notice any transit damage or quality concerns, please reach out to our team immediately at customercare@palmehouse.ca with clear photos of the item and the packaging. We will promptly assist in resolving the matter, including offering a replacement or refund.

Absolutely! You can return your gift for an exchange or store credit up to 90 days since the order was placed. Just email us with the purchaser's name or order number. And not to worry – we won't notify the original customer of the return.

We proudly ship our handcrafted products to all provinces and territories across Canada. All orders are carefully packed and dispatched from our local warehouse in Guelph, Ontario. Shipping costs will automatically populate at checkout based on your order's weight, volume, and final destination address. We offer FREE standard shipping on all orders over $150!

For in-stock items, we typically process and ship your order within 1-3 business days. If you select standard ground shipping, you can expect to receive your order within 3 to 7 business days, depending on your location in Canada.

Take a look at the tracking information that was sent to you in your shipping confirmation email. This email will be separate from your order confirmation.

We want you to love your pieces! We accept returns within 30 days of delivery. Items must be in new, undamaged condition and unused, in their original packaging.

If you'd like to make a return or an exchange, simply email our client experience team at customercare@palmehouse.ca with your order number.

Dust your woven items on a regular basis, wiping with a damp cloth if necessary. Keep them in a dry, well-ventilated area and avoid highly humid environments.

Clean your pieces by simply wiping them with a dry or slightly damp soft cloth. Polish with a dry cloth. Avoid harsh chemicals.

All of our seagrass baskets, rattan trays, and mother of pearl pieces are 100% handcrafted in traditional craft villages across Vietnam.

Because all of our products are handmade in small batches using natural materials, no two pieces are exactly alike. We believe these subtle variations are what make handcrafted goods so unique.