Customer care
Shipping
We aim to package and ship all orders within 1-4 working days of receiving them. However, some pieces are made-to-order, so may take a few days more.
If you need your order in a rush, please email info@paulestore.com to discuss.
All orders are shipped with tracking. Sometimes there are shipping delays with courier services, so please allow up to 10 working days for your order to arrive before getting in touch with us to follow up. We are not responsible for any shipping issues once your order has left our studio as this is beyond our control, but will do our best to assist with as much help as we can.
We currently offer flat rate shipping to NZ, AUS, USA & UK. Contact us at info@paulestore.com for shipping rates outside those countries.
Exchanges & Returns
All orders are carefully quality checked and packaged one by one in our little studio in Auckland. We can ensure every order is shipped in perfect condition. Fragile items are packaged as safely as possible, but we know accidents can happen during transit.
If by the time you receive your order, it is no longer in the same condition, please send us an email at info@paulestore.com
Exchanges can be made within 14 business days of receiving the goods. We can exchange for other items available on our store, or a credit note of the same value of the piece/s being exchanged.
All exchanges posted to Paule need to be in their original condition, original packaging, and be pre-approved for exchange/return by us.
All returns have to have a return tracking number. Return shipping is at the cost of the buyer. Paule Store is not responsible for any exchanges that go missing on their way to us.
We do not offer refunds for shipping costs, gift cards, gift wrapping or sale items. Due to sanitary reasons we also cannot offer any returns or exchanges on earrings. No exceptions.
If you have any further questions please email us at info@paulestore.com
Export restrictions / Customs
All taxes and duties including customs and import taxes are the customer's responsibilities and may be a government requirement of import. Paule Store has no control over these and will not refund customers for any charges.
Disclaimer
Paule Store will not take responsibility for any breakages after the order has been delivered in good condition. We are not responsible for any delivery delays after the order has left our studio or due to any circumstances beyond our control.
Contact Us
If you have any more questions you’d like to ask before making an order, or about an order already made, please get in touch at info@paulestore.com