FAQS

We are happy to offer international shipping to most corners of the world! However, we are currently unable to ship to the following destinations: Afghanistan, Ascension Island, Myanmar, Central African Republic, Cuba, Guinea-Bissau, Iran, North Korea, Pitcairn Islands, Saint Helena, Saint Pierre and Miquelon, Somalia, Syria, Tajikistan, and Tristan da Cunha.
A note on Customs & Duties: We do our absolute best to streamline the shipping process to avoid extra fees. However, we cannot guarantee that your package will be free of customs duties, detention fees, or taxes, as these are determined by your local government.
Customer Responsibility: Any applicable customs fees are the sole responsibility of the customer.
Returns due to unpaid fees: Please note that if a package is returned to us because you refused to pay the customs fees, we will not be able to issue a refund.

We love treating our customers! You will automatically enjoy Free Shipping on all orders over $89 USD (after discounts are applied).

To ensure a smooth delivery experience for our international customers, we partner with Global-e, a trusted global e-commerce logistics provider. Duties and taxes are calculated based on the laws of your shipping destination. You will be able to see any applicable fees during the checkout process based on your local regulations.

We offer a 30-day return window, starting from the day you receive your package. If 30 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange.

It depends on the reason for the return:
Change of Mind: If you simply changed your mind or ordered the wrong style, you (the buyer) will be responsible for the return shipping costs.
Quality Issues: If the item arrived damaged or defective (and not due to human misuse), we will cover the shipping costs to make it right.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If the return is approved as a quality issue, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment. Please allow a few days for your bank to process the transaction.

Since every personalized piece is made to order just for you, production times can vary depending on the product's complexity. generally, please allow 5-10 business days for us to craft your item before it ships. You can find a more precise estimate on each specific product page.

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Please double-check your spelling and details carefully before confirming your order. If you realize you’ve made a mistake right after ordering, please contact our support team immediately. We will try our best to catch it before production starts, but we cannot guarantee changes once the crafting process has begun.

It depends! Standard packaging is ready to go immediately. However, if you opt for personalized packaging (e.g., with a specific name or text), please allow an additional 3-5 business days for preparation.

Our designs primarily feature high-quality threads, woven together with a variety of unique accents including metals, natural stones, wood, and durable plastics. Each material is carefully selected to ensure your piece looks beautiful and feels great to wear.

To keep your Proyoo pieces looking their best, we recommend keeping them away from harsh chemicals or cleaning agents.

1/ For items with metal accents: Please try to avoid direct contact with water to prevent tarnishing. If your piece does get wet, simply pat it dry gently with a soft cloth.

2/ Storage: When you aren't wearing your jewelry, the safest place for it is inside its original box. This helps protect it from dust and accidental tangles!

Yes, we stand by the quality of our handmade items. We offer a 180-days warranty that covers craftsmanship issues (such as broken strings or detached parts).

1/ How to claim: If you notice a defect, please contact us right away and attach a photo of the item's condition. We’ll review it and work with you to find the best solution!

2/ Please note: This warranty does not cover intentional damage or standard wear and tear.