FAQ
How can I contact Palla? You can email us at support@palla.co.za where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide? We currently ship within South Africa only.
Where do you ship from? We ship from our warehouse in South Africa, ensuring faster delivery to your door.
Can I change or cancel my order? As we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept? We accept all major credit cards (VISA, Mastercard, AMEX), EFT, and PayFast payments.
When will my order be processed? All orders are handled and shipped from our warehouse. Please allow extra time during holidays and sale seasons. We process orders between Monday and Friday within 1-3 business days from the order date. Please note that we don't ship on weekends.
How long will it take to receive my order? Most orders arrive within 3-5 business days depending on your location. Major cities like Johannesburg, Cape Town, and Durban typically receive orders faster.
What if I don't receive my order? If you don't receive your order within 14 days after shipping, you are eligible for a full refund. Please contact us at support@palla.co.za with your order number and we will resolve it immediately.
Will I be charged with customs and taxes? All prices displayed on our site are in South African Rand (ZAR) and include VAT. No hidden fees or customs charges — what you see is what you pay.
How do I return an item? Please contact us at support@palla.co.za within 7 days of receiving your order and we will guide you through the return process.
What if the item I received is defective, incorrect, or damaged? Please contact us immediately if you have received merchandise that is incorrect, missing, or defective. Please include your order number and photographs of the item upon receiving your package. We will do our very best to resolve your case within 24-48 hours.
When will I receive my refund? All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be processed within 7-10 business days of receiving the returned item or cancellation request. If you paid via EFT, refunds will be processed to your bank account within the same timeframe. Please contact us at support@palla.co.za if you have not received your refund after this period.
Is the Palla covered by a warranty? Yes. Every Palla comes with a 6-month warranty covering manufacturing defects. If your unit develops a fault under normal use, contact us and we will replace or refund it — no questions asked.