Customer information
Policies
Every commitment Purael makes to you is written down and published here — what we ship, what we pay for, what we take back, what we repair, and how to reach a person when something needs putting right.
Last updated 12 October 2026
Documents
Shipping & Delivery
Free insured worldwide shipping, duties included, processing and transit times by region.
Returns, Exchanges & Refunds
30-day returns on stocked pieces, prepaid return shipping, refund timelines and what is final sale.
Warranty, Service & Care
Lifetime cover for manufacturing defects, complimentary servicing, resizing terms and care guidance.
Privacy Notice
What personal data we collect, why, who it is shared with, how long it is kept and your rights over it.
Terms of Sale & Service
The contract behind every order: acceptance, pricing, delivery and risk, liability and governing law.
Frequently Asked Questions
Practical answers on stones, grading reports, sizing, delivery and after-sales service.
What we commit to
- Shipping
- Free, insured, signature required, to every destination we serve
- Duties and taxes
- Paid by Purael — the checkout total is final
- Returns
- 30 days from delivery on stocked pieces, return shipping prepaid
- Warranty
- Lifetime cover for manufacturing defects
- Resizing
- First resize free within 60 days, where the design allows
- Production
- In stock in 1–3 business days; made to order in 3–4 weeks
- First reply
- Within 24 hours, any day of the week
- Resolution
- A decision on a return or service request within three business days