From our hands to yours.
Every puemjey piece is prepared by hand and sent with care. Below is exactly what
to expect between placing an order and opening the box — no guesswork, no fine print
buried at the bottom.
Order processing
Once your order is confirmed, we begin preparing it right away.
- Processing time: 3–5 business days (Monday–Friday, excluding public holidays).
- Each piece is checked, folded and packed by hand before it leaves us.
- You’ll receive a confirmation email the moment your order is placed, and a second
email with tracking details once it ships.
Orders placed on weekends or public holidays begin processing on the next business day.
Shipping & delivery
- Transit time: 7–14 business days after dispatch.
- Estimated total time: 10–19 business days from order to doorstep
(3–5 processing + 7–14 transit).
Delivery times are estimates, not guarantees. Busy periods, customs and carrier
delays can add a few days — we’ll always keep you informed.
Tracking
- A tracking number is emailed to you as soon as your parcel is dispatched.
- Tracking can take 24–48 hours to update after you receive it.
- If your tracking hasn’t moved in more than 7 business days, contact us and we’ll look into it for you.
Customs, duties & taxes
- Orders shipped may be subject to import duties or taxes, set by your local customs authority.
- These charges are the responsibility of the recipient and are not included in the order total or shipping fee.
- We mark all parcels accurately and cannot mark orders as gifts or lower values.
Delays
Occasional delays happen — peak seasons, severe weather, carrier backlogs or customs
inspections. If your order runs past the estimated window, we’ll contact you with an
update. Your patience is appreciated and never taken for granted.
Wrong or incomplete address
- Please double-check your shipping address at checkout.
- If you notice a mistake, email us within 12 hours of ordering and we’ll correct
it before dispatch. - Once an order has shipped, we’re unable to change the address. Parcels returned to
us as undeliverable can be reshipped at the customer’s expense.
Lost or missing parcels
- If tracking shows delivered but you haven’t received it, check with neighbours and
your local post office first. - If it’s still missing, contact us within 30 days of the expected delivery date
and we’ll open a claim with the carrier. - We’ll always work with you to reach a fair resolution.