Our pull-string bracelets, anklets and necklaces are made with durable wax polyester cord. They’re designed to be tied on once and worn every day for that classic surf look 🏄‍♂️

Our stainless steel collection is built to handle whatever life throws at it. Each piece is PVD (Physical Vapor Deposition) coated, which makes it extra tough against sweat, chlorine, and perfumes.

A quick tip: even though our jewellery is made to last, it’s always a good idea to store it neatly when you’re not wearing it, to keep cords tidy and chains tangle-free.

Our products aren't customisable at the moment. Each piece is handmade by our talented artisan makers in Bali ahead of time 🌿 — which means we can’t make changes to individual items. We hope you love them just as they are!

Every product we offer is crafted uniquely, using a variety of materials to ensure it's special just for you! You'll find all the materials listed in our product descriptions, providing full transparency about what you're purchasing.

If we use any socially sensitive components, such as shells, rest assured they will be clearly mentioned and pictured!

Our Stainless Steel Jewellery is crafted by a Responsible Jewellery Council (RJC) certified maker, using the latest PVD coating technology.

If you have any questions about the materials used in our products, feel free to reach out to us at retail@pineapple-island.com. We're here and happy to assist you!

All our adjustable pull string jewellery features two strings. To open it, simply pull the jewellery apart, and to close it, pull both strings at the ends, at the same time.

While some pieces may feel stiffer than others due to varying threads used and knot tension, rest assured they will always open!

For all clasped jewellery, these simply have a lobster clasp that has a small latch to open it and attach to the chain extender. Once you let go of the latch the lobster clasp will close and be secured 😊

If you're having any issues or are unsure of how to do this, please contact our customer service team (retail@pineapple-island.com) and they will be happy to help you!

Absolutely! For any sold-out items still on our stock list, we offer a waitlist feature. On the product page, instead of the "ADD TO CART" button, you'll see a "NOTIFY ME WHEN AVAILABLE" button. Simply enter your email there, and you'll receive a notification as soon as the item is back in stock!

If you're a retailer, take a look at our 'become a stockist' page - or you can apply to become a Pineapple Island wholesaler here 🧡

If you're already a stockist and simply want to log in, please click here!

Once orders are placed, we can't make any changes due to our speedy dispatch process! We highly recommend double-checking all details before purchasing, including delivery addresses and your basket contents, to avoid any future issues!

If you encounter a problem with your order and wish to cancel it, simply refuse the package upon delivery. It will be returned to us automatically. Please just notify our customer service team with your order number so we can expect the return and process it accordingly once received: retail@pineapple-island.com.

While it's not something we see often, we're really sorry for any delay you've experienced! Even though we rely on our shipping partners for smooth deliveries, sometimes unexpected hiccups happen.

If your order is running late, just keep in mind that shipping delays can occur especially at busy periods like festive occasions and bank holidays (both UK and international).

Unfortunately, Pineapple Island can't take responsibility for any lost or stolen packages. To start troubleshooting, it's a good idea to double-check your shipping address. Sometimes, small details like house numbers or postal codes can be missed.

Once you've confirmed your address, if your order is still missing after 14 business days, shoot us an email at retail@pineapple-island.com with your order number and some details about your issue, and we'll do our best to help you out!

If your order is marked as delivered but hasn't reached you, start by checking with your neighbours or any safe spots where the postal service might have left it. You can also consider filing a claim with your local carrier for further assistance.

If you're still unable to locate your order after following the steps above, please email us at retail@pineapple-island.com with your delivery address and order number for further investigation.

While we trust our shipping partners, unforeseen issues can occasionally occur and we are here to assist you every step of the way!

Your Track & Trace number simply tracks the stage of your parcel. It will let you know if it's been delivered! If you ordered with our standard shipping, this is Royal Mails 2nd Class service, so the tracking will only update once the first delivery attempt has been made.

If you would prefer to know the exact location of your parcel, the delivery option can be upgraded to tracked postage with Royal Mail (1st Class & @nd Class Tracked) or DPD at the checkout for an additional cost.

If you have any further queries with your tracking please don't hesitate to email us at retail@pineapple-island.com.

We deliver all around the globe, including the UK, USA, and Australia. At this time, we can't ship to the EU through our website 😭...

But! EU customers can still get their goodies from our Etsy shop linked here!

Please Note: Due to Canada Post strikes, as of the 29th of September 2025, all Royal Mail services to Canada have been suspended. We hope to get our jewellery out to you again soon, but for now, we are unable to ship to Canada 😢

Delivery time estimates:

• Royal Mail 1st Class: 1-2 working days.
• Royal Mail 2nd Class: 3-5 working days.
• DPD: Next working day when you order before 12pm (Please not we do not pack over the weekend, so orders on a Saturday and Sunday, won't be shipped till Monday morning!).
• International orders: 1-2 weeks.

Here are some key points to keep in mind:

• During peak times, shipping may take longer, so you might want to check with your chosen courier for their processing times.
• Please be aware that deliveries to remote areas might take a bit longer.

Collection (Local Pickup) customers, can pick up their orders from our Bournemouth warehouse (Monday - Friday) - normally 24hrs after placing it with us!

The first helpful suggestion is to check if your connection is strong. If it's not, you might need to give pages a bit more time to load and process your order!

If that doesn't resolve the issue, we suggest trying the following steps:

• Try using a different browser or device.
• Clear your cookies and or cache in your browser settings, this can speed things up!
• Ensure that your card is enabled for international payments.
• Try an alternative payment method or reach out to your bank.
  
  If you're still experiencing issues, please feel free to contact us at retail@pineapple-island.com 🧡

If you are facing this issue, check in your spam or junk folder to ensure it hasn't ended up in there.

If you still cant find it, it's likely that an incorrect email address was provided 😔

To assist you in locating your order, please contact us at retail@pineapple-island.com. Please include your full name and shipping address associated with your order in the email to help us find it on our system, and we'll do our best to help you out!

If you've received the wrong item or something is missing from your order, please reach out to us at retail@pineapple-island.com. Please include your order number, and photo of the items you received.

Our team is here to help and will assist you promptly 🧡

If you wish to cancel your order - please contact our customer service team on retail@pineapple-island.com as soon as possible after placing it!

Due to our speedy turnaround times, cancelling orders may not always be possible - if you have already received a dispatch email, we will be enable to cancel your order!

If you are not completely satisfied with your order you can return or exchange your items within 30 days of the original purchase date from pineapple-island.com!

Please visit our Returns Information page for more details on our product return conditions.

If you are eligible after reviewing our return and exchange policy, please follow the steps below to return your items!

1. Package your items back in the original Pineapple Island packaging.
2. Inside the package please include a note with your name, order number and reason for the return or exchange - this helps speed things up when we receive it!
3. Email our customer service team at retail@pineapple-island.com with details of your order number, the items you are returning or exchanging and why. They will provide you with the returns address too!
4. Post your items back to us at your earliest convenience and remember to keep your proof of postage.
5. Once your order has been delivered back to our warehouse, we will process your return or exchange and be in contact soon!

Although we're glad to refund the full cost of the item or provide a replacement upon return, please note that we do not cover the cost of return shipping.

The return shipping fee depends on the courier service you choose and best fits your requirements!

Our products come with a 3 month warranty!

If an item becomes faulty within this period, we'll be happy to refund or replace the item based on inventory availability 🧡 - no need to send the faulty item back to us, just get in contact and we will sort the rest!

Please contact our customer service team with details about the issue with the product, your order number and a clear photo of the product - just email us at retail@pineapple-island.com

Please note, however, we do not accept exchanges or permit replacements for damage caused by misuse or regular wear and tear. Exceptions to our warranty also include products that have been altered, lost or stolen items, and certain bracelets not sold separately within our style packs.

Replacements are only issued for items purchased directly through our website. If an item was purchased in-store with one of our wholesale partners, customers must contact the store you purchased from for a replacement.

Certainly! We provide digital gift cards with instant email delivery.

These are sent via email and include instructions on how to redeem them at checkout, there's no minimum order value and no extra processing fees so they're hassle-free!

If you're interested in purchasing a gift card, you can find them available here.

If you're gifting a card, make sure to double-check the recipient's email address. Unfortunately, if the card goes to the wrong email and gets used, we can't do much about it! So, it's always best to double, triple-check before purchasing!

If you've received a Pineapple Island Gift Card, congrats! Your friends or family made a fantastic choice 🧡

To use it, add your favourite pieces to your basket, and enter your unique gift card code in the 'discount code or gift card' section. Just a heads up, if your online purchase exceeds the card value, you'll need to cover the difference.

If you're gifting a card, make sure to double-check the recipient's email address. Unfortunately, if the card goes to the wrong email and gets used, we can't do much about it! So, it's always best to double, triple-check before purchasing!

Keep an eye on your inbox; sometimes our gift card emails land in spam folders.

And here's some great news: our gift cards never expire 🤩 So, feel free to shop at your leisure!

Remember, our gift cards only work on our website, not at any Pineapple Island pop-ups or festival stalls. And please note, lost cards cannot be replaced, and they can't be exchanged for cash unless the law requires it. Lastly, we reserve the right to cancel gift card sales if we suspect fraud or misuse.

Happy shopping! 🧡

If you have a discount or promo code, simply add items to your cart and enter the unique code in the 'Discount code or gift card' section at checkout.

Keep in mind that each promotional code has an expiration date, and we don't allow use of more than one promotional code at a time, unless stated otherwise.

Some offers and promotional codes are only valid for specific items or product lines, so please check before making a purchase.

Unfortunately, if a promotion started after you placed your order, or ended before you placed your order, we are unable to honour any discounts or free gifts as they must be applied when checking out!

If you need assistance, feel free to contact our customer service team at retail@pineapple-island.com.

Each order may only use one discount per order. If a second discount code is applied, our system will automatically choose the better deal, and the other discount won't be applied!

We welcome card payments via Visa, MasterCard, and American Express. Additionally, we accept PayPal, Apple Pay, Google Pay, Shop Pay, ClearPay and Klarna.

If you choose PayPal, Clearpay or Klarna at checkout, you'll be directed to their site to complete your transaction. After completing the transaction, you'll return to pineapple-island.com to confirm your order.

On the bottom-left corner of the website, you have the option to convert the currency as desired.

This is all converted from our main currency which is the Pound Sterling (£) as we are based in the UK!

This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.