Product Information

What is my size?

The easiest way to know your size is to measure a necklace you already have and decide if you want our necklace to be shorter/longer. Do you want another length than is suggested on the website? Please send an email to info@pau-design.nl and we will check if it’s possible! 

Can I make a special request? 

Sure! Please send an email to info@pau-design.nl and tell us what you have in mind. We’ll see what we can do! We love creativity! 

What is your view on sustainability?

In this day and age it is important not to overlook your ecological footsteps, therefore PAU design only makes orders on demand, so no stock will ever go to waste. We carefully select our materials and find different ways/designs to use the same beads. 

Orders

I didn’t receive an order confirmation. What to do?

If you can’t find your confirmation e-mail, please check your spambox first. If it is not there, send an email to info@pau-design.nl.

I did not receive my order yet. When can I expect it?

Sorry to hear your package has not been delivered, it sometimes occurs that shipping takes longer than expected. You can always check the tracking number that was sent to you via email. If it appears that the tracker is not making any progress, please send an email to info@pau-design.nl.

Please keep in mind that shipping may take longer than usual due to the Covid-19 security measures.

I’ve received a wrong item/an incomplete order, what should I do?

We are sorry for the inconvenience, please send an email to info@pau-design.nl and we’ll make sure you’ll get the items you ordered.

Can I change my order once it has been placed?

Once you have received a tracking number, it is not possible to change your order, as the package has already been processed. If this is not the case, be sure to email us at info@pau-design.nl.

Delivery & Returns

When can I expect my order?

Once your order is shipped, a confirmation email will be send along with a tracking number. You can use this tracking number to keep an eye on the delivery.

What is the estimated delivery time?

Within The Netherlands we strive to have your order delivered within 1-4 business days, within the rest of Europe it is 2-7 business days. Outside of Europe we aim to have delivered your package within 14 business days.

I did not receive my order yet. What should I do?

We are sorry to hear that your order is taking longer then expected, some take longer than others. If after a few days there has been no proof of progress on the tracking tool, please make sure to send us an email at info@pau-design.nl.

Please note that due to Covid-19 shipping may take longer than usual.

I’ve send my order to the wrong address/an incomplete address. What should I do?

Please send us an email regarding your problem as soon as possible. Once you have received your tracking number, we’re unfortunately unable to help you with adjusting the shipping address.

What are the shipping rates?

Shipping costs depend on where the delivery address is located. See all information about our shipping costs and delivery time on our delivery & returns page.

What is your return policy?

You can return your items within 14 days. The item has to be unworn/unused and should be returned including all tags/packaging and possible free gifts that came along with it. Your money will be refunded once we have received your returned item in the proper condition within 3 business days.

Please note: PAU design is not responsible for the shipping costs of the return, also we are not responsible for any possible hinders or possible loss of the item that may occur during the return shipment. We advise you to insure your parcel, and save the tracking number.

How do I return my item(s)?

We are sorry to hear that you’re not satisfied with one of our products. We advise you to use the same box your items were send in for your return. Please send us an email at info@pau-design.nl  to announce your return and we will give you more instructions.

Please note: we don’t cover the shipping costs of your return. Furthermore we advise you to insure your parcel and save its tracking number. If anything your return gets lost or damaged during the return, PAU design is not responsible.

When will I receive my refund?

We will refund your money, once we have received your return. It usually takes 1-3 business days to process a return.