To process your request quickly and correctly, we need the following from you:
your order number
one or more photos of the jewelry
a short description of what exactly happened
Photos for the claim
So that we can immediately identify the defect and process your case as quickly as possible, please make sure that your photos clearly show the damage.
Ideally, please send us:
one photo of the entire piece of jewelry
a close-up photo of the defect
if necessary, several pictures from different perspectives
The images should be sharp, well lit, and not blurry.
The clearer the defect is visible in the pictures, the faster we can review your case.
In some cases, a short video can also be helpful—for example, if a clasp cannot be closed or if a moving part is not functioning properly.
Please do not register defective items through the returns portal.
The returns portal is intended exclusively for regular returns.
If you have any questions or if something isn’t working, simply click the chat button in the bottom right corner of our website to contact our customer service team. We’re happy to help.
We’ll make sure you can enjoy your PURELEI favorite piece again in perfect condition. 💛🌺