Customer Service Policy

At Pura Vida Bracelets®, we believe that exceptional customer service is as important as the quality of our friendship bracelets and jewelry. Our team is dedicated to ensuring your experience—from browsing to post-purchase—is positive, helpful, and true to the spirit of connection that defines our brand. This policy outlines our commitment to supporting you, along with the ways we’ll assist with your needs.

1. Our Promise to You

We strive to provide customer service that is:
  • Responsive: We aim to address your inquiries quickly and thoroughly.
  • Friendly: Our team approaches every interaction with kindness and empathy, whether you’re sharing a story or solving a problem.
  • Transparent: We’ll keep you informed about order status, returns, refunds, and any issues that arise.
  • Solution-Oriented: We focus on resolving concerns to your satisfaction, aligned with our policies (e.g., shipping, returns, refunds).

2. How to Reach Us

We offer multiple ways to connect with our customer service team—choose what works best for you:
  • Email: Send your questions to service@pvrauidobracellets.com. We typically respond within 1–2 business days.
  • Website Inquiry: Use the “Contact Us” form on www.pvrauidobracellets.com (found in the footer). Include your order number (if applicable) for faster assistance.
  • Mailing Address: For written correspondence, send to:

    328 Missouri Avenue, Jacksonville, Florida 32254, United States

3. What We Can Assist With

Our team is here to help with a wide range of needs, including:

Order Support

  • Tracking your order (once shipped, you’ll receive a tracking link via email; we can help locate updates if needed).
  • Updating shipping addresses (request changes within 24 hours of ordering—we can’t guarantee changes after processing).
  • Checking on order status (e.g., “Is my order processing?” or “When will it ship?”).

Returns & Refunds

  • Guiding you through the return process (per our 60-day return policy).
  • Answering questions about refund timelines (5–10 days after we receive your return).
  • Assisting with defective or damaged items (notify us within 7 days of delivery for prompt resolution).

Product Information

  • Details about materials, sizing, or care for our jewelry.
  • Availability of specific designs or restock timelines for out-of-stock items.

Account & Payment

  • Helping with account issues (e.g., resetting passwords, updating contact info).
  • Clarifying payment questions (all prices in USD; no hidden fees).

General Inquiries

  • Sharing information about our brand, mission, or community.
  • Assisting with questions about our free shipping policy (available on all orders).

4. Our Service Standards

  • Communication: We’ll keep you updated at every step—whether confirming receipt of your inquiry, sharing tracking details, or notifying you of a refund approval.
  • Problem Resolution: If an issue arises (e.g., a delayed order or incorrect item), we’ll take ownership and work to resolve it as quickly as possible. This may include sending replacements, processing refunds, or adjusting charges—all in line with our policies.
  • Feedback: We value your input! If you have suggestions for improving our service, please share them—we use customer feedback to grow and enhance the Pura Vida experience.

5. Follow-Up

If you’re not satisfied with the resolution to your inquiry, please let us know by replying to our email or resubmitting your request with additional details. A supervisor will review your case and follow up to ensure your concerns are addressed.
Thank you for being part of the Pura Vida community. We’re honored to support you and help make your jewelry journey a joyful one.