Shipping Policy

Last updated: August 17, 2026

At Punctella, every order is carefully prepared and packed in our studio in China before beginning its journey to you.

As a small independent brand, we put care into every package we send. While international shipping can sometimes take a little time, we hope your Punctella parcel will be worth the wait when it finally arrives at your door.

1. Where We Ship

Punctella currently ships internationally, with our primary markets including:

• United States

• Canada

• United Kingdom

• European Union and selected European countries

• Australia

• New Zealand

• Japan

• South Korea

• Singapore

• Other selected international destinations

Available destinations and shipping methods may vary.

If shipping is available to your location, the available shipping options and costs will be displayed at checkout.

2. Where Are Orders Shipped From?

All Punctella orders are currently shipped from China.

We work with international shipping carriers and logistics partners to deliver orders to customers around the world.

Please note that once your package has been handed over to the shipping carrier, the package is subject to the carrier's transportation and delivery procedures.

3. Order Processing Time

How long does it take to process my order?

Please allow 3–5 business days for us to prepare, inspect, and carefully pack your order before it is shipped.

Most orders are dispatched within this timeframe.

During holidays, product launches, promotions, or unusually busy periods, processing may take slightly longer.

If we expect a significant delay in processing your order, we will do our best to notify you.

Business days do not include weekends or public holidays.

Please note that the processing time is separate from the shipping time.

4. Shipping & Delivery Times

After your order has been processed and shipped, the estimated transit time is generally:

These are estimated delivery times, not guaranteed delivery dates.

Actual delivery times may vary depending on customs clearance, local postal services, weather, holidays, transportation conditions, and other circumstances beyond our control.

During particularly busy periods, such as major holidays and shopping seasons, deliveries may take longer than usual.

5. Free Shipping

We offer free standard shipping on orders over $50 USD.

For orders below $50 USD, available shipping methods and applicable shipping fees will be calculated and displayed at checkout.

The order value used to determine free shipping is based on the merchandise subtotal before shipping fees and any applicable taxes or duties.

If a discount code reduces your order subtotal below $50 USD, the order may no longer qualify for free shipping.

6. Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email with tracking information when tracking is available.

Please allow some time for the carrier to register and update the tracking information.

International shipments may occasionally have periods without tracking updates while a package is traveling between countries or undergoing customs processing.

A lack of tracking updates for several days does not necessarily mean that your package has been lost.

7. Customs, Duties & Taxes

Because Punctella orders are shipped internationally from China, your order may be subject to customs duties, import taxes, VAT, or other fees imposed by the destination country.

Unless otherwise stated at checkout, any customs duties, import taxes, VAT, or other fees charged by your local authorities are the responsibility of the customer.

Punctella does not control the customs policies of individual countries and cannot determine in advance whether or how much you may be charged.

If you are unsure about potential import charges, we recommend checking with your local customs authority before placing your order.

8. Customs Delays

Customs clearance is handled by the relevant authorities in the destination country.

Packages may occasionally be delayed because of:

• Customs inspections

• Import documentation

• Unpaid duties or taxes

• Local customs procedures

• Other regulatory requirements

If your package is held by customs, you may be contacted by the carrier or customs authority and asked to provide additional information or payment.

Punctella cannot control or guarantee the processing time of customs authorities.

9. Shipping Delays

We will always do our best to prepare and ship your order promptly.

However, once an order has been handed over to the carrier, certain delays may occur that are outside our control, including:

• Customs clearance

• Weather or natural events

• Public holidays

• Transportation disruptions

• Carrier delays

• Local postal service delays

• Incorrect or incomplete address information

• Other unforeseen circumstances

Estimated delivery times are therefore provided as a guideline rather than a guarantee.

If your package is delayed, please check your tracking information first. You may also contact your local carrier using the tracking number provided.

10. Incorrect or Incomplete Shipping Address

Please carefully check your shipping address before completing your purchase.

If you notice an error in your shipping information, please contact us as soon as possible.

We will do our best to help if the order has not yet been shipped.

Once an order has been dispatched, we may not be able to change the delivery address.

If a package is returned to us because of an incorrect, incomplete, or undeliverable address, additional shipping costs may apply if you would like us to resend the package.

11. Lost Packages

If your package appears to have been lost in transit, please contact us as soon as possible.

We will review the tracking information and, where appropriate, work with the shipping carrier to investigate the shipment or submit a claim.

If the carrier confirms that a package has been lost during transit, we will work with you to determine an appropriate resolution in accordance with our store policies and the carrier's claim process.

Please contact us within 30 days of the shipment date if you believe your package has been lost.

12. Packages Marked as Delivered

If your tracking information shows that your package has been delivered, but you cannot find it, please take the following steps:

1. Check your mailbox, front door, porch, building entrance, or other usual delivery locations.

2. Ask family members, neighbors, roommates, or building staff whether they received the package.

3. Contact your local shipping carrier and provide your tracking number.

4. If necessary, contact your local postal service or relevant authorities to report the missing package.

Because the carrier has confirmed delivery, Punctella cannot guarantee a replacement or refund for packages that are subsequently lost or stolen after confirmed delivery.

We will, however, do our best to assist you in investigating the situation.

13. Stolen Packages

Once a package has been confirmed as delivered to the address provided at checkout, Punctella is not responsible for packages that are subsequently stolen from the delivery location.

If possible, we recommend choosing a secure delivery location or arranging for someone to receive the package on your behalf.

14. Delivery Instructions

Punctella cannot guarantee special delivery instructions, such as requests to:

• Leave the package in a specific location

• Leave the package with a neighbor

• Avoid signature requirements

• Change delivery instructions after shipment

Once tracking information is available, you may contact the local carrier directly to inquire about available delivery options.

15. Refused or Undeliverable Packages

If a package is refused by the recipient or becomes undeliverable because of an incorrect or incomplete address, the package may be returned to Punctella.

If the package is returned to us, we will contact you regarding the next steps.

Additional shipping costs may apply if the package needs to be shipped again.

Any original shipping fees, return shipping fees, customs charges, or other non-refundable costs may be deducted from any eligible refund where applicable.

16. International Shipping Responsibility

By placing an international order with Punctella, you acknowledge that international shipping involves factors that may be outside our control.

We will carefully prepare your order, provide tracking information when available, and assist you when shipping issues arise.

However, Punctella cannot be held responsible for delays caused by customs authorities, local carriers, transportation disruptions, or other circumstances beyond our reasonable control.

17. Need Help?

If you have questions about your order or shipping, please contact us.

When contacting us about an order, please include your order number so that we can assist you as quickly as possible.

We are a small independent studio, and there is a real person behind every Punctella order.

We will always do our best to help.

A Little Note From Punctella

Every Punctella order begins its journey in our little studio in China.

From there, it may travel thousands of miles to reach someone we've never met.

We know international shipping sometimes requires a little patience, but we hope that when your package finally arrives, it feels like receiving a tiny letter from a faraway friend — carefully packed, thoughtfully made, and meant especially for you.

Made with care.
Packed with love.
Sent from China, with a little magic.

Punctella