Customer care
Contact Us
A specialist answers every message — there is no bot in the middle. Include the product code or your order number and we can usually settle the question in a single reply.
- support@purael.com
- Hours
- 24 hours a day, 7 days a week
- First reply
- Within 24 hours; a decision on a return or service request within three business days.
Send us a message
The form opens your email app with the message prepared, so you keep a copy of what you sent and we can reply to a thread you already have.
What to include
- A product question: the product code from the page, and the metal or stone you are considering.
- An order question: your order number and the delivery country.
- A custom piece: a reference image, your budget range and the date you need it by.
- A service request: the order number and clear photographs of the piece in daylight.
Answers you can read now
Frequently asked questionsStones, grading reports, sizing, delivery and after-sales.Shipping and deliveryProcessing times, transit times by region, duties and taxes.Returns and refundsThe 30-day window, how to start a return, refund timing.Warranty, service and careWhat is covered, resizing, and how to request service.Ring size guideFour ways to measure, and a full conversion chart.