Payment and Security
Is it safe to order on Puerlla?
Yes, it is. All orders are handled by dedicated third parties to guarantee your protection. Card information is not stored on our servers but instead, it is handled over SSL encryption.
Is my account information secure?
Yes, your privacy is of the highest importance to us. We will never release or share your personal information with any outside company for mailing or marketing purposes. PUERLLA is very committed to protecting the security and privacy of our customers and their information.
What payment methods are acceptable on PUERLLA?
Customers can pay for their orders online on our website using all major credit cards and Paypal. Currently, we are unable to accept payments through other payment methods, other than the aforementioned.
Do you ship internationally?
How long does shipping take?
For international orders, we use EMS (equivalent to USPS Priority International mail); it normally takes 2-5 working days for the orders to reach their destinations. But depending on the amount of work to be processed in a local custom, it may take up to 10 business days.
Within how many days does PUERLLA ship out an order?
As all our jewelry pieces are handcrafted, it takes 5-6 working days for your order to be shipped out. If the item you ordered is immediately available in stock, your order will be dispatched within 1-2 business days.
Orders and Returns
What is your return policy?
Can I cancel my order?
Yes, PUERLLA grants its customers the option to cancel their orders before shipping (except for personalized orders). Please contact us as soon as possible for assistance.
I have ordered the wrong size
We will gladly exchange your piece for the correct one. However, for international orders, customers will be responsible for any shipping costs incurred as we currently can’t afford to cover them. Please be extra careful when placing your initial order to ensure you get the correct size and feel free to contact us for any assistance.
Is my order covered by insurance?
Worry not. All orders are shipped by insured EMS (USPS Priority International mail equivalent).
Is there a Warranty?
Every piece our customer purchased from PUERLLA is covered by a lifetime warranty on receipt of a valid proof of purchase. It is, however, our customers’ responsibility to pay any shipping costs incurred.