Oh no – we’re so sorry! 💛
If your jewelry item is damaged, incorrect, or incomplete, we of course want to help you as quickly as possible.
Important: If you did not place your order directly in the PURELEI online shop (e.g. via Amazon or another provider), it was processed through a different system.
➡️ Unfortunately, this means we don’t have access to your order details and therefore cannot initiate a refund, replacement, or reshipment directly through our system (data protection & a different shop system).
So you can still get a solution quickly, please report your claim directly to the provider you ordered from, they can assign and process your request right away. 🌺
Amazon: How to report your claim the fastest
If you ordered via Amazon, you can contact us there directly:
Here’s how:
Open the product page on Amazon
Click on “PURELEI” on the right
Select “Ask a question”
You will receive an automated reply, there you can send a message.
To make it faster (tip):
• In the chat, first select the order and the item you want to report.
• To write a message as quickly as possible, please choose “Other” and then “Product information”.
• Amazon’s message assistant will then tell you it can help you send a message to the seller.
Please write your complete message in the text field provided, attach your photo or video for the claim, and send your message via the chat.
⏱️ Processing time:
Your request is usually processed within 24 hours.
✅ So your claim can be processed quickly (checklist)
Please include:
Photo or video (depending on the case)
Short description of what happened
Order number (if available)
This helps assign your request faster and avoids follow-up questions. 💛
Other providers
If your order was placed via another provider, please contact the customer service of the respective shop directly via their shop page.
Only they have access to the necessary order and payment information to process your claim quickly.
Where did I order? (Help)
Sometimes it’s hard to remember, that’s totally okay! ✨
Just check your order confirmation:
If the email is from PURELEI → you can contact us directly ✅
If it’s from Amazon or another shop → please contact them directly ✅
Can’t find the contact option?
No stress — we won’t leave you alone. 💛
If you can’t find the right contact option on Amazon or another provider’s page, feel free to send us a screenshot or a short message, we’ll help you find the right way. 🌺