Contact Us

HAVE A QUESTION ABOUT YOUR ORDER?

If you have any questions or concerns please email us at info@shoppuella.com, or see our FAQ & Returns section below. 


Please allow 1-3 business days for us to respond.


Thank you for your patience!

FAQ – FREQUENTLY ASKED QUESTIONS

How can I track my item(s)?

Once you place an order with us and that order is shipped, you will receive an email with a tracking number.

How long does shipping take?

Processing time takes 2-5 business days. Shipping times vary based on the shipping option you chose at the time of purchase.

Do you ship internationally?

Yes, we are currently offering international shipping to Mexico, Chile, Dominican Republic, Spain, Colombia, Panama, Argentina, El Salvador, Honduras, Canada.

Can I change my address after receiving confirmation of shipping?

Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.

What if my item(s) are stolen, missing, or damaged once delivered?

Puella is not responsible for stolen or missing items. Please be sure to ship to a secure address. Please contact your carrier for further help.

RETURNS, REFUNDS, & EXCHANGE POLICY

RETURNS

If you are not 100%  happy with your purchase please email us to initiate your return. Please let us know which item(s) you are planning to return and we will email you the cost of the return label which is deductible from your store credit or refund. You can return an item within 7 days of delivery for a refund.  


Any product returned must be in the same condition as received and in its original packaging. WASHED, USED or FINAL SALE items are NOT eligible for a return or exchange. Customers are responsible for the cost of shipping. If your order drops below the Free Shipping threshold, the original shipping cost will be deducted from your refund in addition to the cost of return label. 


Please feel free to contact us with any questions or concerns; info@shoppuella.com

REFUNDS

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take up to 5-10 business days for your bank or credit card company to process and post the refund.

EXCHANGES

If you wish to exchange your item for another size/color, you must return your unwanted item back to us. After we receive, inspect and approve your item, we will issue a store credit via an E-Gift card or a refund to your payment method. You may place a new order for the desired size/color using your gift card or preferred payment method. 


WASHED and USED items are NOT eligible for an exchange! Customers are responsible for the cost of shipping. Availability of an exchange item is not guaranteed. 


Please feel free to contact us with any questions or concerns; info@shoppuella.com