Frequently Asked Questions

We encourage customers to purchase Package Protection through Route, which is offered during checkout. Parallelle is not responsible for lost or stolen shipments. Customers must file claims directly with the carrier (UPS, USPS, or DHL).

We ship to multiple countries throughout the globe. If at checkout you receive a notification that we do not ship to your country please email [email protected] for us to work to ship to your country.

Please note all international orders are final sale and not eligible for return.

For our clients’ convenience, our store is linked directly to UPS and DHL, they calculate the cost and estimated delivery dependent on the date/time of the order and shipping address. See our Shipping Policy

Occasionally, UPS may mark a package as delivered before it has physically arrived. Please allow up to 48 hours from the delivery notification for it to show up, and check around your property or with neighbors.

Please ensure you purchase the Route Protection Plan at checkout. Parallelle is not responsible for lost or stolen shipments. Customers must file claims directly with the carrier (UPS, USPS, or DHL).

If you need to change your address, please contact [email protected]. We will do our best to assist you but make no guarantees.

If we are unable to edit your address, you will need to contact the carrier directly to see if they can support you. If your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, please note that shipping is non-refundable.

We accept returns for up to 30 days upon delivery. All returned items must be clean, unused, and in its original packaging. We reserve the right to refuse return if the product has been used and/or is dirty.

Please ensure that returned items are packaged carefully and thoughtfully to avoid being damaged on their journey back to us.

See our full Return Policy.

All orders outside of the United States are final sale and not eligible to be returned.

Start a return here

Products may be returned for store credit, incurring no handling fee.

At Parallelle, we stand behind the quality and craftsmanship of our products. We offer a 1-year limited warranty from the date of purchase against defects in materials or workmanship. If your item shows damage due to a manufacturing flaw or material failure within this period, we will repair or replace it at no charge.

This warranty covers:

• Structural defects that impair normal use which result specifically from workmanship.
  

This warranty does not cover:

Regular wear and tear, including but not limited to:

• Damage resulting from misuse, neglect, accidents, abrasion, or exposure to extreme temperatures, solvents, or acids.
• Cosmetic changes or aesthetic deterioration due to normal or excessive use or age, such as scratches, scuffs, dents, dings, marks, stains, or color fading.
• Fabric rips, tears and loose threading due to usage occurring more than 90 days after delivery of purchase.
  
  

To inquire about warranty coverage, please email our customer service team at [email protected] with your order number, a brief description of the issue, and photos of the item.

Note: Warranty coverage applies only to products purchased directly from Parallelle. Products purchased from retail stores, third-party marketplaces, or any seller other than Parallelle are not covered by this warranty.

We process and ship our orders in 2-3 business days on average.

We process and ship orders as quickly as possible. Once an order has been placed, we are unable to make any changes, including address modifications. Please double-check your shipping details before completing your purchase.
If you need to request a cancellation, email [email protected] with your order number as soon as possible. While we will do our best to accommodate your request, cancellations are not guaranteed.

Please contact [email protected] with your order number, the issue you are having with your item, and photos of the damaged product.

Please purchase a giftcard through our webshop. If you have a specific dollar amount you need for a gift, please email [email protected] so that our team can custom generate it for you.

For general care, spot cleaning with a mild soap and water solution using a soft cloth is recommended. Oil-based marks can be treated with Dawn dishwashing soap and water, tested first on a small hidden area. Makeup wipes offer a gentle option for certain stains, while a white vinegar and water solution works well for toothpaste marks.