Refund & Return Policy

Last updated: August 17, 2026

At Punctella, every piece is carefully handmade, packed, and sent from our little studio in China.

We hope you'll love what you've chosen. But we also understand that sometimes a piece may not be quite right for you.

Our return policy is designed to make the process clear and straightforward while allowing us to continue caring for every little piece we make.

1. Returns

We offer a 14-day return policy for eligible items.

This means you have 14 days from the date you receive your order to contact us and request a return.

To be eligible for a return, the item must:

• Be unworn and unused

• Be in the same condition in which you received it

• Be free from signs of wear, damage, or alteration

• Include its original packaging where applicable

• Be accompanied by your order number or other proof of purchase

Please contact us before sending any item back.

Items returned without first contacting us and receiving return instructions may not be accepted.

2. How to Request a Return

To request a return, please contact us at:

[YOUR CUSTOMER SERVICE EMAIL]

Please include:

• Your order number

• The name of the item you wish to return

• The reason for the return

• Photos of the item when appropriate

Once we receive your request, we will review it and let you know whether the item is eligible for return.

If your return is approved, we will provide you with the return instructions and return address.

Please do not send your return to any address without receiving return instructions from Punctella first.

3. Handmade Jewelry & Natural Variations

Every Punctella piece is thoughtfully handmade, which means no two pieces will ever be exactly alike.

Small variations in bead placement, color, texture, size, symmetry, or finishing may naturally occur during the handmade process.

These subtle differences are part of the character of handmade jewelry and are not considered defects.

We believe these little variations are part of what makes a handmade piece special.

However, if your item arrives with a genuine defect, significant damage, missing components, or is substantially different from what you ordered, please contact us. We will always do our best to make things right.

4. DIY Kits

Our DIY Kits are carefully assembled with individual materials and components.

Unopened and unused DIY Kits may be returned within 14 days of delivery, provided they remain in their original condition and packaging.

Because the materials in a DIY Kit are individually selected and packaged, opened, used, partially used, or partially assembled DIY Kits are not eligible for return due to change of mind.

This includes kits where:

• The packaging has been opened

• Materials have been removed or mixed

• Beads or components have been used

• Thread or other materials have been cut

• The project has already been started or partially completed

However, if your DIY Kit arrives damaged, incomplete, defective, or contains incorrect materials, please contact us within 7 days of delivery. We will review the issue and provide an appropriate solution.

5. Customized & Personalized Items

Because customized and personalized pieces are created specifically for you, customized or personalized items are not eligible for return due to change of mind or personal preference.

This includes:

• Personalized designs

• Custom colors

• Custom sizing

• Names, letters, or initials

• Special requests

• Other modifications made specifically for an individual order

If a customized item arrives damaged, defective, incomplete, or significantly different from what was agreed upon, please contact us so that we can review the situation.

6. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is:

• Damaged during shipping

• Defective

• Missing components

• Different from what you ordered

• Significantly different from the product description

please contact us within 7 days of delivery.

Please include your order number and clear photos or videos showing the issue.

Depending on the situation, we may offer:

• A replacement

• Replacement components

• A repair

• A partial refund

• A full refund

• Another appropriate solution

Please do not return a damaged or incorrect item before contacting us.

7. Return Shipping Costs

For returns due to change of mind, personal preference, or simply deciding that an item is not right for you, the customer is responsible for the return shipping cost.

Original shipping fees are generally non-refundable.

If the return is due to an error on our part, such as receiving a damaged or incorrect item, please contact us before returning the item. We will work with you to determine the appropriate solution.

We recommend using a tracked shipping service for all returns.

Punctella cannot be responsible for a return package that is lost or damaged while being shipped back to us.

8. International Returns

Punctella currently ships internationally from China.

If you are returning an eligible item from another country, please be aware that international return shipping may take additional time and may be more expensive than domestic returns.

The customer is responsible for ensuring that the return is properly packaged, addressed, and shipped according to the instructions provided by Punctella.

Please keep your return tracking information until your return has been received and processed.

Any customs duties, taxes, or other fees associated with returning an item are generally the responsibility of the customer unless the return is due to an error on our part.

9. Non-Returnable Items

The following items are generally not eligible for return:

• Customized or personalized items

• Opened or used DIY Kits

• Partially used or partially assembled DIY Kits

• Worn or used jewelry

• Items damaged after delivery due to misuse or improper handling

• Items that have been altered or modified

• Items returned after the 14-day return period

• Gift cards, if applicable

• Items specifically identified as non-returnable at the time of purchase

This does not affect your rights regarding items that arrive defective, damaged, incomplete, or substantially different from what you ordered.

10. Exchanges

At this time, we do not offer direct exchanges.

If you would like a different item, color, size, or design, the simplest option is to return the eligible item and place a new order separately.

Once your original return has been received and approved, the applicable refund will be processed according to this policy.

11. Refunds

Once your returned item has been received, we will inspect it to make sure it meets the requirements of this policy.

We will then notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please note that your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.

The timing of this process is outside Punctella's control.

12. Refund Amount

For an approved return, the refund will generally cover the purchase price of the returned item.

Original shipping charges are generally non-refundable, except where the return is the result of an error on our part or the item arrived damaged or defective.

Return shipping costs for change-of-mind returns are the responsibility of the customer and are not refundable.

Any customs duties, import taxes, VAT, or other charges paid to local authorities are generally not refundable by Punctella.

13. Late or Missing Refunds

If you have been notified that your refund has been issued but you have not received it yet, please:

1. Check your bank account again.

2. Contact your credit card company or payment provider.

3. Contact your bank to ask whether the refund is still being processed.

If you have completed these steps and still cannot locate your refund, please contact us at:

[YOUR CUSTOMER SERVICE EMAIL]

Please include your order number so that we can assist you.

14. Refused or Unclaimed Packages

If an order is refused, abandoned, or returned to us because it was not collected by the recipient, this does not automatically qualify as an approved return.

If the package is returned to Punctella, please contact us to discuss the available options.

Additional shipping, return, customs, or handling costs may apply if the package needs to be shipped again.

Any refund, if applicable, will be considered after the package has been received and inspected.

15. Questions About Returns

If you have any questions about your return or refund, please contact us at:

[YOUR CUSTOMER SERVICE EMAIL]

Please include your order number whenever possible.

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

If something isn't right, please reach out.

We would much rather hear from you and have the opportunity to make things right.

A Little Note From Punctella

We hope every little piece you receive from Punctella becomes something you enjoy wearing, creating, keeping, or giving to someone special.

And if something isn't quite right, that's okay too.

Behind every Punctella order is a small studio, a pair of hands, and a lot of care.

Thank you for supporting handmade and for giving our little creations a place in your world.

Made with care.
Chosen by you.
Meant to be cherished.

Punctella