Support

Your report is available the moment your purchase completes, and we also email a copy to the address you gave us. Can’t find it? Check spam for a message from Palettewell, or sign in with your purchase email — we’ll send a link that opens your report, no password needed.

Yes — every report purchase includes one free redo. If your photo was blurry or the lighting was off, open your report and use the redo option to upload a fresh selfie. We re-run the full analysis and replace your report with the new result.

Because the report is delivered instantly and personalized, refunds are handled case-by-case — write to hello@palettewell.com within 14 days.

Your photo is deleted automatically within 30 days, and you can delete it sooner — any time — with the “Delete my photo now” control on your report page. Deletion is immediate and permanent; your report (season, palette, and written guidance) stays yours. Full details are in our Privacy Policy; privacy-specific requests can also go to privacy@palettewell.com.

Your report includes credits for the try-on studio. Credits don’t expire and have no cash value; if you run out, you can buy more inside the studio. If a render fails, the credits it used are returned automatically — if that doesn’t happen, email us and we’ll fix it.

Every purchase is a one-time charge — there is no subscription and nothing recurs. Look for PALETTEWELL on your card statement. Payments are handled by Stripe; we never see or store your card number. If you don’t recognize a charge, email us before disputing it — we resolve mix-ups quickly.

Our Terms of Service and Privacy Policy cover everything else, including exactly how your photo is handled.