Oh no, we’re so sorry! 💛
Whether your jewelry item arrived damaged, incorrect, or incomplete: We’ll help you quickly so you can be happy again. ✨
To solve your request right away, we just need a few details from you.
How to reach us
Please contact us via our contact form or via the Kokua Chat in the bottom right corner.
You don’t need to contact us twice. 💛
If we can’t answer the chat live, our Kokua Chatbot will automatically forward your message. We’ll take care of your request as quickly as possible.
Please do not register it as a return
Please do not register damaged/incorrect/incomplete items as a return.
We handle this as a claim. Faster & easier for you. 🌺
(If you already registered a return: Don’t worry, please still contact us, we’ll help you.)
So we can get started right away:
Your PL order number (e.g. PL123456)
Photos (depending on the case, see below)
What happened?
So we can help you immediately, please send us the information that matches your request:
1. You received a damaged jewelry item
Please send us:
📸 a photo of the entire jewelry item
📸 a close-up photo where the damage is clearly visible
The clearer the damage is, the faster we can solve your request. 💫
2. You received the wrong jewelry item
Please send us:
📸 a photo of the entire order (everything that arrived)
📸 a photo of the back of the box or the pouch with the barcode
The barcode helps us assign your order quickly and check the issue right away.
3. A jewelry item is missing
Please let us know:
Did you receive an empty box?
orWas the item completely missing?
If possible, please also send a photo of the package contents as they arrived.
What happens next?
As soon as we have your information, we’ll check everything and find a solution that fits your case, e.g. a replacement, reshipment, or another option. Please allow up to 7 business days.
Order placed via Amazon
If you ordered via Amazon, please report your claim directly via Amazon:
Open the product page
Click on “PURELEI” on the right
Select “Ask a question”
🎁 Important for gifts
If the affected jewelry item is a gift, the person who placed the order must contact us directly so we can process the claim. 💛
Any questions?
Just contact us via the contact form or the chat in the bottom right corner. We’ll take care of your request as quickly as possible. 🌺
And don’t worry: If we’re not live in the chat, our Kokua Chatbot will reliably forward everything.