Shipping

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HOLIDAY SHIPPING AND HQ CLOSURES

Our HQ will be closed for the holidays for the following dates so the Mirror Palais team can be with their families. We will not be available to ship or answer inquiries on these dates.

December 24th - 26th for Christmas

December 31st - January 2nd for New Years

All orders placed between Dec 9th -23rd will start to ship the week of January 5th.

We ship directly from our HQ and we have a small team carefully working to get your order out to you as quickly as possible. We will not be able to accommodate any exceptions or special requests during this time. 

Please note, we are not responsible for any delays in shipping caused by ground or air transportation delays, severe weather, or other circumstances out of our control.

IN STOCK

All of our in stock pieces will ship in 10 to 15 business days. Please expect shipping delays during peak seasons. These pieces are also available for in-person try ons at our office in NYC, please make an appointment request here. You can shop all of our in stock pieces here.

If your tracking number is not sent within the estimated timeframe or you hope to schedule an in-person shopping experience, please contact help@mirrorpalais.com.

PRE-ORDERS

All garments listed as pre-order are still being assembled in limited quantities and will ship within the timeframe specified on each product detail page. It is possible that shipment on these pieces may be delayed and you will be emailed with an updated estimated arrival time. Shipment delays do not qualify for refunds. You can shop all of our pre-order pieces here.

If you need an item more urgently than what is listed on the product detail page, please contact help@mirrorpalais.com. Please understand that very few exceptions can be made as we will not have your piece on hand.

MADE-TO-ORDER

Our made-to-order pieces are produced just for you. We do not have any of these pieces on hand so they could take 3 to 6 months to create. Please refer to the the timeframe specified on each product detail page. Shipment delays do not qualify for refunds. You can shop all of our made-to-order pieces here.

If you have any questions, please contact help@mirrorpalais.com. 

MADE-TO-MEASURE

A custom piece from Mirror Palais is a one of one garment cut to your exact measurements. This bespoke piece will take 2-3 in person fittings at our office in NYC to be created. 

If you are interested in creating a custom piece, please contact erinae@mirrorpalais.com.

PROCESSING & CANCELLATION

  • In Stock orders are processed within 10 to 15 business days before shipment.
  • You have 24 hours from the time of purchase to cancel your order if your shipping label has not been made.
  • No refunds, no exceptions past the 24-hour cancellation window.
  • In stock, made-to-order and pre-order pieces will ship together unless selected otherwise at checkout.

ADDRESS CHANGES

We cannot change a shipping address once a label has been created.

  • If you contact us before your label is generated, we can update the address.
  • Once a package is in transit, we are unable to make any changes. Please contact UPS or DHL directly for assistance.

USA SHIPPING

All domestic orders ship via UPS Ground, with delivery typically taking 1-5 business days, depending on the destination.

  • Shipping Costs: Shipping and tax estimates are available at checkout. We are not responsible for delays due to unforeseen circumstances.
  • P.O. Boxes: UPS cannot deliver to P.O. Boxes or APO/FPO addresses. If a P.O. Box is entered at checkout, we will contact you for an alternative address, which may delay delivery.
  • Signature Required: Orders over $1,000 USD require a signature upon delivery. Please monitor your tracking notifications to ensure a successful delivery.

INTERNATIONAL SHIPPING

We currently ship internationally via DHL Express, which typically delivers within 1 to 5 business days. However, delays may occur due to customs processing.

Mirror Palais is not responsible for any additional shipping charges incurred upon delivery and will not issue refunds for orders not received due to unpaid duties.

If you refuse a shipment from Mirror Palais, you will be responsible for the original shipping costs, any import fees incurred, and the return shipping cost.

TAXES & DUTIES

Orders shipped outside the U.S. may be subject to local taxes, customs duties, and import fees levied by the destination country (“Import Fees”). The recipient of the shipment is the importer of record and is responsible for all Import Fees.

Regulations for import duties and taxes vary by country, and we are unable to control these costs or predict their amount. If you refuse a shipment from Mirror Palais, you are responsible for the original shipping charges, any Import Fees incurred on the package, and the cost of returning the package to us.

For an estimate of expected import fees in your region, please contact your local DHL representative.

EXPRESS SHIPPING

If your order is ready and you’d like it shipped express, please email allocation@mirrorpalais.com. We offer UPS 2-Day or UPS Next Day shipping for expedited orders. 

Additional charges will be invoiced via Shopify.

RETURN TO SENDER POLICY

If a package is returned to us due to an incorrect address, delivery issue, or refusal, we do not issue refunds for returned packages.

  • We will contact you upon receiving your returned package and hold it for 7 days.
  • If no response is received within 7 days, a store credit will automatically be issued to you.

We do not refund packages that have been returned to sender.

LOST OR DAMAGED PACKAGES

We offer Route Shipping Protection for 2% of your order total, covering loss, damage, and theft. Route Protection can be added at checkout.

If Route is not purchased, Mirror Palais is not liable for lost, damaged, or stolen packages.

To file a claim for a lost or damaged package, please contact Route directly at claims.route.com. 

For any other shipping-related inquiries, please reach out to allocation@mirrorpalais.com.