After Service
Repair and aftercare services
Dear international customers
All customers are liable for the return shipping fee and associated customs fees to send back goods.
Please consider using a local jewelry store in case of maintaining goods.
PRMAL offers repair and after-sales service for our products. We understand that sometimes products are damaged when they are used. In order to ensure the longevity of our products, we will carefully repair each item in our repair workshop.
Cost of repair
Please refer to the following for care and repair details and costs in each case. The cost may vary depending on the condition of the product and may not be available depending on the condition of the product.
| Menu | Within 1 year of purchase | Second year onwards | |
|---|---|---|---|
| Ring | Resizing (within ±2 sizes) | Free (Once) *Bridal (Up to 2 Free) |
from 3,300 JPY |
| Ring | Re-engraving | 2,200 JPY | 2,200 JPY |
| Earrings | Post breakage | Free (Once) | 3,300 JPY |
| Earrings | Missing back (one side) 18K | 990 JPY | 990 JPY |
| Earrings | Missing back (one side) 10K | 550 JPY | 550 JPY |
| Earrings | Lost (one side) | Price for one side | Price for one side |
| General | Chain breakage | Free (Once) | 2,200 JPY |
| General | Chain detangling | 1,100 JPY | 1,100 JPY |
| General | Jumpring breakage | Free (Once) | 1,100 JPY |
| General | Missing melee diamond | Free (Once) | from 2,200 JPY |
| General | Rhodium recoating | Free (Once) | from 1,650 JPY |
| General | Deep clean & polish | from 2,200 JPY | from 2,200 JPY |
It usually takes about 3-4 weeks, but we will let you know the delivery date and repair cost after we see the condition of the product. Please feel free to contact us for further information.
Please note that the customer is responsible for the outbound shipping costs of the repaired product to us. We will pay for the return shipping after the repair is completed.
NOTE
- If the product is damaged by the customer, it is not eligible for free repair.
- We are not responsible for any accidents or loss during shipping.
- We may not be able to accept repairs depending on product conditions.
- It will take longer than usual to receive your order if it falls on a national holiday such as Obon, New Year, or Golden Week.
How to request
If you need care or repair, please contact us via the support page. You can also ask questions about care and repair above. Please feel free to contact us.
STEP 1
Please send us a picture that you would like to have cared for or repaired via our chat support. If you send us multiple pictures in detail, we will be able to give you a more accurate estimate of the cost.
STEP 2
Our team will provide you with an estimate of the cost. Please note that this is a rough estimate and the actual cost may vary slightly. Please understand beforehand.
STEP 3
After you have agreed to the cost, please send the product to our designated repair section. (The customer is responsible for shipping costs.)
STEP 4
We will inform you of the exact cost after checking the actual product at the factory.
STEP 5
After the customer agrees to the cost and makes a payment, we will repair the product.
STEP 6
After care and repair are completed, we will return the product to the specified address.
