Customer care
Shipping & Delivery
Every Purael order ships free, fully insured, to 29 countries and regions across Asia, Europe, North America, Oceania and South America. Import duties and taxes are paid by Purael, so the price you approve at checkout is the price you pay.
Last updated 12 October 2026
- Free insured worldwide shipping
- Duties and taxes included
- In-stock pieces leave our workshop in 1–3 business days
- Every parcel is insured in transit and requires an adult signature
Shipping cost and taxes
Shipping is complimentary on every order, to every destination we serve, with no minimum value. There is no separate express surcharge — insured express shipping is the only service we use.
Orders are shipped Delivered Duty Paid (DDP). Purael pays the import duties, customs fees and destination sales taxes that apply to your shipment, and the total shown at checkout is final. You will not be asked for a further payment by the carrier before delivery.
If a carrier ever contacts you asking for duty or tax on a Purael order, do not pay it. Forward the request to us and we will settle it directly with the carrier.
Processing time
- In-stock pieces
- Quality-checked and dispatched within 1–3 business days of payment clearing.
- Made-to-order and custom pieces
- Produced in 3–4 weeks from the moment you approve the final specification, then dispatched. Your specialist confirms the production window in writing before you pay.
- Engraving
- Adds 2 business days to the times above.
- Resizing before dispatch
- A size outside our stocked range is cut to order and follows the made-to-order timeline.
Processing time is counted in business days, excluding weekends and public holidays. Orders placed after 15:00 (GMT+8) begin processing on the next business day.
Transit time by destination
Transit time starts when the parcel leaves our workshop and is additional to the processing time above. Customs clearance can add one to two days in some destinations.
| Destination | Transit time | Service |
|---|---|---|
| Hong Kong, Macau and mainland China | 1–3 business days | Express, insured, signature required |
| Rest of Asia | 2–4 business days | Express, insured, signature required |
| Oceania | 3–5 business days | Express, insured, signature required |
| Europe and the United Kingdom | 3–6 business days | Express, insured, signature required |
| North America | 5–8 business days | Express, insured, signature required |
| South America | 5–8 business days | Express, insured, signature required |
We do not ship to PO boxes, freight forwarders or parcel lockers, because every shipment requires a signature from a named recipient.
Tracking and delivery
- 01You receive an order confirmation by email as soon as payment clears.
- 02When the piece passes final inspection, we email a dispatch notice with the carrier and tracking number.
- 03The carrier requires an adult signature on delivery; jewelry is never left unattended, with a neighbor or in a safe place.
- 04If nobody is available, the carrier holds the parcel for 5 business days and attempts redelivery before returning it to us.
Shipments are insured by Purael for their full value until the moment they are signed for. Risk passes to you on signature. If a parcel is lost or arrives damaged, tell us within 48 hours of the recorded delivery date and we will replace the piece or refund it in full — the insurance claim is ours to handle, not yours.
Address changes and undeliverable parcels
We can change a delivery address before the order is marked as shipped. Email us immediately with your order number; once a parcel has been handed to the carrier the address is fixed, because a high-value insured shipment cannot be re-routed in transit.
If a parcel is returned to us because the address was incorrect, the recipient could not be reached, or customs documentation could not be completed, we will contact you to arrange a second dispatch at no shipping cost. If you prefer to cancel at that point, we refund the order in full.
Destinations we serve
Orders can be placed for delivery to 29 countries and regions across Asia, Europe, North America, Oceania and South America. Select your destination with the country selector in the site header so prices and the checkout total are shown in the currency that will be charged.
If your country is not listed, email us before ordering. We can often arrange a shipment where sanctions, carrier coverage and jewelry import rules allow it.
Gifting
Every order arrives in Purael packaging. Add a gift note at checkout and we will include it on an unbranded card. Invoices and prices are never included in the parcel, so a piece can be shipped directly to the recipient.
Delivery by a specific date
If a piece has to arrive by a particular date — a proposal, a wedding, an anniversary — email support@purael.com with the product code, the destination and the date before you order. We will confirm in writing whether the date is achievable and, where it is tight, which stocked alternatives will meet it.