Contact & Support

Do you want to change your product in the shopping cart?

Then click on the following link to your shopping cart and then on "Customize design again" for your product.

Go to your shopping cart now

If you are at checkout and can only select card payment, please scroll to the bottom of the screen and click on "Check out as guest". You will then be returned to the checkout and can select all payment methods again (Klarna, PayPal, Apple Pay, Google Pay, etc.).

If you have any further questions, feel free to contact us anytime via live chat.

You can find all product details for our products on the respective product pages under the shopping cart button.

A. Cancellation Policy

Introduction

Consumers have a right of withdrawal in accordance with the following provisions, whereby a consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither attributable to their commercial nor their independent professional activity:

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The cancellation period is fourteen days from the day on which you or a third party named by you, who is not the carrier, took possession of the last goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but this is not obligatory.

To meet the cancellation deadline, it is sufficient that you send your notification of exercising your right of cancellation before the cancellation period expires.

Consequences of the revocation

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (excluding any additional costs incurred if you chose a delivery method other than our cheapest standard delivery option), without undue delay and no later than fourteen days from the day on which we received your notification of withdrawal. For this reimbursement, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise; in no case will you be charged any fees as a result of this reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You must return or hand over the goods to us without undue delay and in any event no later than fourteen days from the day on which you notify us of your withdrawal from this contract. The deadline is met if you send the goods before the period of fourteen days has expired.

You bear the direct costs of returning the goods.

You are only liable for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for testing their condition, properties and functionality.

Exclusion or premature expiry of the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of goods that are not prefabricated and for whose production an individual selection or specification by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.

Changes and cancellations of orders

We always try to produce your personalized products as quickly as possible. Therefore, changes or cancellations to orders are usually only possible within a 2-hour window after placing your order during the business hours listed below, but this is not guaranteed. Please contact us directly via live chat during the following times:

Mon - Fri 9:00 - 18:00

We cannot provide service during different times.

B. Cancellation form

Since we only sell personalized products, returns are not possible. To request a return, please contact us first via our online chat or by email at info@personalizepalace.de. We will be happy to assist you.

Please do not return any goods to us.

I/We (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)

_______________________________________________________

_______________________________________________________

Ordered on (*) ____________ / received on (*) __________________

________________________________________________________
Name of consumer(s)

________________________________________________________
Address of the consumer(s)

________________________________________________________
Signature of the consumer(s) (only for notifications on paper)

_________________________
Date

(*) Delete as appropriate

Payment and shipping

The following conditions apply:

Delivery is within Germany. and to the following countries : Austria and Switzerland

Shipping costs (including statutory VAT)

Domestic deliveries (Germany):

We calculate shipping costs based on the order value (gross merchandise value):

Germany = €4.95

We offer insured shipping. In case of loss or theft of the package at the drop-off point, we can send a new one.

Germany = €6.95

We offer express processing of your design. We'll process your order first, before all others. This does not include express shipping. Standard shipping applies.

Germany = €9.95

Deliveries to Austria :

We calculate shipping costs abroad based on the order value (gross merchandise value):

Austria: €6.95

We offer insured shipping. In case of loss or theft of the package at the drop-off point, we can send a new one.

Austria = €9.95

Deliveries to Switzerland :

We calculate shipping costs abroad based on the order value (gross merchandise value):

Switzerland: €9.95

We offer insured shipping. In case of loss or theft of the package at the drop-off point, we can send a new one.

Switzerland = €14.95

Delivery times

Unless otherwise stated in the respective offer, delivery within Germany generally takes 5-7 days, and international deliveries take 7-10 days after conclusion of the contract (or, if prepayment is agreed, after receipt of your payment). Our delivery times are estimates only and are not guaranteed.
Please note that there are no deliveries on Sundays and public holidays.
If you have ordered items with different delivery times, we will ship the goods in one combined shipment unless we have made other arrangements with you. In this case, the delivery time is determined by the item with the longest delivery time that you ordered.

delivery

Since we unfortunately have no control over the transport companies, we cannot guarantee home delivery. In individual cases, the goods may be left at a branch for collection at the discretion of the transport company.

Accepted payment methods

- Payment by credit card
- Payment via PayPal
- Payment via PayPal Express
- Payment via instant bank transfer (via Klarna)
- Payment by invoice (via Klarna)
- Payment via installment plan (through Klarna)
- Payment by direct debit (via Klarna)
- Payment by credit card (via Klarna)
- Payment via Amazon Payments
- Payment via Google Pay
- Payment via Apple Pay

Further details regarding payment

When paying by credit card, your credit card account will be charged upon conclusion of the contract.


If you have any questions, you can find our contact details in the legal notice.

Light

The pet picture should be taken on a sunny day or in a well-lit room, as slight color variations may occur during printing.

Close-up

We want to capture as many details as possible. A close-up of the pet sitting or standing is best. It's important that the photo is sharp and hasn't been edited.

Color representations

Please note that color reproduction may vary, particularly due to different display technologies and your individual display settings. The colors shown on your screen may therefore differ slightly from the actual colors of the products shown in our product photos. If in doubt, we recommend viewing the product photos on another screen or contacting us.