Good to know
Frequently asked questions
Delivery, sizing, returns and everything else. Anything missing? Write to support@punelia.com.
Delivery
Getting it to you
Full detail sits in our Shipping policy.
How long will my order take?
Orders are packed within 1 to 2 business days. Delivery across Australia usually takes 6 to 12 business days. Remote and rural addresses can take a few days longer.
What does shipping cost?
Free on every order over A$99. Under that, a flat A$9.95 is added at checkout.
Do you ship outside Australia?
Not yet. Punelia currently ships within Australia only, including all states and territories.
Will I get tracking?
Yes. You receive an email with a tracking link once your order is dispatched. Items sometimes ship from different locations, so a multi-item order can arrive in more than one parcel.
Tracking says delivered but nothing arrived.
Check around your property and any safe drop spot, ask anyone else at the address, and allow 24 to 48 hours — parcels are sometimes scanned as delivered slightly early. If it still has not turned up, email us and we chase the carrier for you.
Sizing & fit
Getting the fit right
Still unsure? Send us the piece and your usual size.
How do I pick a size?
Measurements for each piece sit on its product page. Our size guide explains how to measure yourself and how our sizes compare to standard Australian sizing.
I am between sizes.
On a relaxed, tiered or wrap shape, take the smaller size. On a fitted or bodycon shape, take the larger one. For sandals with a fixed strap, size up.
Do you list measurements in centimetres?
Yes. Everything on the size guide is in centimetres, with AU, UK, US and EU equivalents side by side.
The colour looks different on my screen.
Screens vary, and so does daylight. If a piece arrives and the colour is not what you expected, that counts as a change of mind and our 30-day return applies.
Returns & orders
If it is not right
Our full policy sits under Returns & Refunds.
Can I return something?
Yes, within 30 days of delivery, unworn and with the tags still attached. Email support@punelia.com and we send you the steps.
Who pays return postage?
You do, unless the item arrived faulty, damaged or incorrect — in which case we cover it and your rights under the Australian Consumer Law apply in full.
How long does a refund take?
Once we receive and check the item, refunds are issued to your original payment method within 5 to 10 business days.
Can I exchange for another size?
Tell us when you write in. We hold the replacement where stock allows and swap it against your return.
What cannot be returned?
Items that have been worn, washed or altered, or that come back without their tags. Pierced jewellery cannot be returned for hygiene reasons unless it is faulty.