USER GUIDE

Registering as a member of PRMAL offers you access to a variety of service benefits. User registration does not require any admission fee, annual fee, or any other fees.

• You can use the convenient system on My Page, including your order history and adding items to your favorites list.
• We will keep you up-to-date on new products and promotions with our newsletter.

Mypage is your page that you can access by registering as a PRMAL member.

On Mypage, you can register and change various information, check your order history, and check your point balance. You will need to sign in to check or change each item.

You can receive special offers and coupons from our PRMAL newsletter.

If you wish to unsubscribe the newsletter, you can do so by clicking the link at the end of the e-mail.

Members can check and change their shipping address lists and other information from My Page.

If you wish to change your email address, contact PRMAL customer service.

The size of each item is listed in the product details. The ring size notation is based on the JCS (Japan Custom Size) standard is used.

Size Guide Notes

• Product measurements are in mm. (Some items, such as necklaces, bracelets, and anklets, are measured in cm.)
• Due to the handcrafted nature of jewelry by artisans, there may be slight variations in some items. Please understand this in advance.
• Depending on the product or item's shape, measurements may be taken in areas not listed in the size guide.

The images on the product page are posted in colors as close to the product as possible.

The difference between K18 and K10 is the percentage of gold in the material.

The percentage of gold in a piece of jewelry is expressed in 24 parts, with K24 being 100% (pure gold). K18 is 75% gold, and K10 is approximately 42% gold. The rest of the metal is a mixture of silver and copper.

K18 yellow gold has a clear and bright gold hue, while K10 yellow gold has a fresh and gentle shade.

K18 is more expensive and more valuable than K10 because it contains more gold, but it is also more expensive and more valuable. Recently, K10 material has been used in many fashion jewelry pieces and is becoming more popular because it is affordable and luxurious.

We use lab-grown diamonds (synthetic diamonds) in all of our products.

Lab-Grown diamonds are composed of the same components as natural diamonds, and diamonds grown on earth are pure and beautiful, free of impurities. For more information, Please access our diamond page.

Diamonds used for jewelry should be Color: G or better, Clarity: VS2 or better / cut: Good or better.

This is a digital gift card that can be used for purchases at the official online store. A gift code will be sent to you via email after your purchase is complete.

Select the size, color, and quantity on the product page and add it to the cart. You can change the quantity or delete your order in the shopping cart.

Make sure that the product name, size, color, quantity, amount, etc., are correct. After confirming the products, proceed to the order procedure to complete the order process.

Please note as follows:

• We may refuse orders that exceed a certain amount of our order quantity.
• Ordered items may be out of stock at order rush, and so forth. Be sure to check your order confirmation email.

After your order is completed, an "Order Receipt Completion Notification" will be sent to your registered e-mail address. You can also check your order history on Mypage.

Order completion email

You will receive an email from support@prmal.com. If you have set up a domain name to receive emails, check your settings and cancel the domain name.

I don't receive any emails.

Check your registered email address and not been sorted into junk mail. If you do not receive an email after placing an order, contact our customer service.

If you receive two (or more) order confirmation emails with the same content

Your order may be a duplicate. Contact our customer service.

Customer Service

We do not accept orders by phone.

Members can check delivery status and details from "Order History" on Mypage. If you wish to cancel your order, contact Customer Service within 12 hours with your order number.

You can check your statement from the page you receive from your order confirmation e-mail. If you would like to receive a PDF statement, contact our customer service.

The shopping cart has multiple rule settings, and our security system may not allow you to order more than a certain number of items. If you exceed the cart rule settings, an error message will appear on the screen.

In some cases, orders exceeding a certain maximum amount or number of items may result in an error. (Maximum amount including shipping and handling: 1,000,000 JPY including tax, the maximum number of items: 10)

This service can be used at the rate of "1 point = 1 JPY".

After registering as a member, 5% of the product price (including tax) You can use the points for your next and subsequent purchases.

Points are internally converted into JPY (Japanese Yen). For purchases not denominated in Japanese yen, the exchange rate will be automatically converted and applied.

Points will be awarded after the product is shipped.

Access the mypage to see your point balance. You can also see the expiry date of your point balance.

Points can be used in the cart menu. You can freely choose the number of points to use.

Points are valid for one year from the date of the last purchase. After the expiration date, points become invalid and cannot be used.

If you make new purchases or earn points through promotions, the expiration date of all your points will be extended for another year.

Expired points cannot be refunded.

Credit card, bank transfer (Japan), smartphone payment, and affiliated service payment are available.

We accept Visa, Master, American Express, and JCB.

Payment is made in a lump sum.

PayPay, Rakuten Pay, au Pay, LINE Pay, and Merpay are available.

Payment is made in a lump sum.

Bank transfer is available. Please transfer the money within 3 business days after the order is completed. Your order will be confirmed upon receipt of payment.

The corresponding bank account will be in Japan.

If you do not transfer the money by the due date, your order will be automatically cancelled by the system.

Postpaid installments by Paidy are available only for customers in Japan.

Apple Pay and PayPal are accepted.

Payment is made in a lump sum.

Delivery will be made by DHL.

On the day of shipment, we will email your registered email address to confirm that the order has been shipped.

3-5 days to ship in in-stock items. 20-25 days to ship in made-to-order items. All shipments are made from Tokyo, Japan.

Detail

• In case of high shipment volume, the shipment may be made on the next business day or later.
• We do not ship on Saturdays, Sundays, national holidays, year-end and New Year holidays, summer vacation, winter vacation, and temporary holidays.

Delivery will be made as soon as the shipment is ready.

Please note that we may not be able to ship as specified due to the following reasons.

• In the event of a large number of orders
• Weather or traffic conditions that interfere with regular delivery
• If any defects are found upon inspection of the product

It will be calculated at checkout. Shipping is free within Japan.

We accept worldwide shipping. DHL will make shipping for International, and Kuroneko Yamato will make for domestic Japanese area.

Tracking is available via the tracking number provided in the shipment notification email.

• US/EU/International - DHL
• Japan - Kuroneko Yamato

We do not include a paper invoice in the package to protect the global environment and protect personal information. If you would like to receive a PDF statement, don't hesitate to contact our customer service.

Customer Service

Please contact Customer Service from the "Contact Us" page.

Attention

• Orders cannot be cancelled or changed for items that have already been manufactured or processed for shipment. Please contact us through "Contact Us" after you receive your order.
• We may not be able to accept cancellations due to order details, product condition, etc. Please see "Conditions for Returns" for details.

Customer Service

Dear customers outside Japan

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.

You may return your order within 30 days of receipt. Please contact our customer service department through Customer Service with your order number.

Attention

• If you have purchased multiple items, please be sure to include the name of the item(s) you wish to cancel.
• Returned items cannot be changed or exchanged for another item.
• We may not be able to accept cancellations due to order details, product condition, etc. Please see "Conditions for Returns" for details.

The deadline for customers to apply for a return for their reasons is within 30 days of receipt of the product. After this period, Please note that we will no longer be able to accept return requests.

Returns will not be accepted in the following cases.

1. Orders from outside this online store
2. Made-to-order products
3. Inquiries from persons other than the person who made the order
4. Merchandise that is more than 31 days old from shipment
5. Products that have been used or cleaned
6. Items that have been resized or engraved
7. Damaged, defaced, or lost merchandise
8. Defective products, such as stained, scratched, or damaged, or that have smells attached to them by the customer
9. Purchased items at a POPUP STORE held at a store. (Please inquire at the event site)
10. If the condition of the product (including the box and accessories) at the time of return to us is significantly different from the condition at the time of delivery
11. Products that are marked as "not subject to order cancellation or return" on the sales page, such as pre-order items
12. Optional items for a fee when using the gift package service
13. Products ordered with special order specifications (including size orders, etc.)

Note

• If you wish to return an item, please be sure to contact us through "Contact Us".
• In case of defective quality or incorrect delivery, the product will be replaced with the same product only if it is in stock.
• If we do not have the item in stock that can be exchanged, we will respond with a refund.

Customer Service

The customer is responsible for shipping costs and bank transfer fees (in the case of bank transfers) for returning the product unless the product is defective or the customer receives an item, not by the order's contents. Thank you for your understanding.

Please note that if the item is returned by cash on delivery, it will be deducted from the refunded amount.

Refunds will be processed to the payment method used to purchase the product. The customer cannot specify the method of refund. Please understand this in advance. Please see the Return for details.

PRMAL offers repair and aftercare services.

We will carefully repair each item in our repair workshop to ensure a long life for you. Please feel free to contact us.

Please read this page for the detail.

Please read this page for the detail.

Repair time varies depending on the material, design, and condition. We will inform you of the number of days required after checking your item.

We offer refinishing services for scratches, distortion, dents, etc. The repair method, length of time and cost will vary depending on the condition and material of the product. Please contact us for details.

Note

• We may not be able to accept new finishing depending on the condition of the product and some items.

Each piece of PRMAL jewelry is handcrafted with great delicacy. Please be careful not to drop or crash the jewelry.

Notes

• When doing housework, bathing, sleeping, or playing sports, it may cause stains and discoloration, or it may also be deformed or damaged. It is recommended that you remove the product from the case.
• Itching or irritation may occur depending on the customer's constitution. If you experience any skin irritation, discontinue use immediately and consult a physician.
• Please be sure to remove the product from saunas, ski slopes, and other places where it is hot or cold, as it may cause burns or frostbite.
• Please be sure to remove it when entering hot springs or seawater.

To reduce dullness and stains caused by sebum, etc., please wipe with a soft cloth after use and place each item individually in a plastic bag, pouch, case, etc.

Also, avoid storing the product in the sun, in arid areas, or places with high temperatures and humidity.

Under thorough quality control, a thick transparent coating is applied to the material, making it resistant to discoloration and peeling, so it can be used for a long time.

However, please note that the silver and copper contained in the product may tarnish.

White gold is rhodium-plated to increase its surface hardness and protect it from friction, and to make it whiter.

Typical white gold may have a slight yellowish tinge to the base metal beneath the coating, and PRMAL uses an allocation that makes no difference between the color of the base metal and the coating.

This site provides you with information on new product arrivals, coupons, and other special offers by e-mail. Please register with us.

If you wish to receive our newsletter, please check the "Subscribe to Newsletter" box on the product checkout page or enter your e-mail address in the newsletter registration in the site footer.

If you wish to unsubscribe, please click the unsubscribe link in the email you receive with the newsletter or submit a request on the newsletter unsubscribe page.

PRMAL is available online only.

We hold pop-up events in and around Tokyo on an irregular basis where customers can actually hold the products in their hands. Please follow Primal's official newsletter, LINE account, and Instagram.