FREQUENTLY ASKED
QUESTIONS

SHIPPING & RETURNS

WHERE DOES PAUER SHIP TO?

We offer shipping to the contiguous United States, Hawaii, Alaska, Puerto Rico, and certain international locations (more info below). We do not ship to addresses such as PO Boxes, Military APO and Parcel Lockers.

HOW MUCH DOES US SHIPPING COST?

We offer complimentary UPS Ground shipping for all orders $50+ in the United States. Depending on your location, the time for shipping may take 2-7 business days.

For faster options, we offer the following flat rates for expedited shipping:

    • UPS Express (2 days): $32
    • UPS Overnight (only available for contiguous United States): $55

WHAT ARE PAUER'S INTERNATIONAL SHIPPING OPTIONS?

We ship internationally via Passport Shipping to over 200 countries, including: Australia, Brazil, Canada, European Union, Indonesia, Japan, Malaysia, Mexico, New Zealand, Philippines, Singapore, Thailand, South Korea, and the UK.

Duty & Tax rates are calculated based on destination country. Shipping options may vary based on the destination country.

DO YOU SHIP ORDERS TO THE UK & EU? IF SO, HOW WILL ORDERS BE SHIPPED?

Yes, we ship to the UK & EU. To get your order to you, we've partnered with Passport Shipping and they will be the Seller for all orders to the UK for orders under £135 and orders to the EU for orders €150 and Under.

WHEN WILL I RECEIVE MY ORDER?

Once you place an order online, we will process it. Your purchase will be shipped out within the next business day. If the order is placed before 12PM EST, it will most likely be shipped out the same business day. Your package will arrive depending on the shipping method chosen. We provide tracking information on all shipped packages in order emails.

All orders placed on weekends and national holidays will be shipped on the following business day.

Please note the fulfillment time will vary for waitlist or out of stock items. For any questions, please email us at orders@thiefandheist.co

WHAT IS YOUR DOMESTIC RETURN POLICY?

We accept returns for unworn product, in its original packaging, purchased on our site for a full refund or exchange within 30 days of receiving it.

To start a return or an exchange, please email us at returns@thiefandheist.co with your order number and the items you wish to return.

Domestic return shipping is free. Please allow for 3-5 business days to process your return once it has arrived at our warehouse. Refunds will be issued in the original method of payment received.

HOW DO INTERNATIONAL RETURNS WORK?

We accept returns for unworn product, in its original packaging, purchased on our site for a full refund within 30 days of receiving it. We do not exchange international purchases.

International return shipping and customs/duties costs are the responsibility of the customer and tracking must be provided to ensure proper receipt of the package. To start an international return, please email us at returns@thiefandheist.co

CAN I CANCEL OR MODIFY AN ORDER ONCE IT’S BEEN PLACED?

Our team moves quickly to get your order shipped ASAP, which means that we are not able to make any changes to an order or cancel it once it’s been placed.

PAYMENT

DO YOU SELL GIFT CARDS?

We currently do not offer gift cards for purchase.

HOW LONG WILL IT TAKE TO PROCESS A REFUND FOR MY RETURN?

Please allow for 3-5 business days to process your return once it has arrived at our warehouse. Refunds will be issued in the original method of payment received.

OTHER

WHERE CAN I PURCHASE PAUER PRODUCTS?

Our products are sold exclusively at www.thiefandheist.co. and at special trunk shows. Sign up for our newsletter to find out when we might be visiting your city!

DO YOU OFFER ANY GIFT WRAP OR PERSONALIZATION?

We can include a personalized note card with your delivery if in the Checkout window, you check the box to "Mark any as separate gifts and to include any message" and type your message in the box. We currently do not offer any gift wrap.

CAN I CARRY YOUR PRODUCTS IN MY STORE?

Please email us at contact@thiefandheist.co so we can learn more about you and your store.

CAN I MAKE A LARGE ORDER FOR AN EVENT?

Yes, absolutely. Please email us at contact@thiefandheist.co and let’s talk.

CODEBREAKER

WHERE IS THE CODEBREAKER BRACELET AND BRIX/CHARMS MADE?

This collection is forged by Italian engineering and manufacturing.

HOW CAN I TAKE CARE OF MY CODEBREAKER & BRIX? WILL THEY TARNISH?

The Codebreaker & BRIX are made of 925 Sterling Silver. The silver does not tarnish if you wear it. This is a natural material with no coating that lives and breathes and will naturally polish with wear. It is meant to change appearance over time and it will only become more beautiful. Find full care guide here.

WHY DO MY BRIX/CHARMS HAVE WHITE DUST IN THE BACKGROUND?

The 925 sterling silver letters are polished with a sanded white background and over time, the background will darken so that the letters pop even more!

HOW DO I CLICK THE BRIX/CHARM IN AND OUT OF THE BRACELET?

The Brix are super fun to play and personalize your very own Codebreaker bracelet with! Please view the simple video tutorial here

    WHAT SIZE BRACELET DO I WEAR?

    You can find your size by measuring the circumference of your wrist with a ribbon then referring to this size guide on this page. Find the size guide here.

    The Tag

    WHERE IS THE TAG MADE?

    The Tag is made in Italy because Italians do it better.

    WHAT IS THE TAG MADE OF?

    The clasp is 925 Sterling Silver. The strap is nylon, with up to 40% reground plastic.

    HOW DO I TAG OR GET TAGGED?

    Tagging is easy. Follow the step by step step by step instructions

    • Better to do this with another person!
    • If the end is inserted into the clasp with too much force, the end could bend up and loosen from the latch. If the end is bent up, cut off that square and try inserting again.
    • Once the end is clicked in (usually 2 squares in), give it a little tug to make sure it's secure. Make sure you push it in all the way and feel the click.

    HOW DO I TAKE THE TAG OFF?

    If you want to take it off, simply cut the strap. But once it’s cut, it cannot be put back on.

    I CUT MY TAG TOO SHORT. WHAT DO I DO NOW?

    Measure twice. Cut once. Tag forever. If it’s too tight or too short, unfortunately there’s nothing you can do. Be careful!

    IMPACT

    WHAT IS YOUR AFFILIATION WITH THE PLASTIC BANK?

    To address the issue and support research into recycled plastic, we made a contribution to Plastic Bank, an organization focused on positively impacting developing countries and polluted areas by turning waste into currency. We will continue to support this effort by donating a portion of our sales to Plastic Bank.

    We are also committed to exploring solutions and forging additional partnerships to support research and development into recyclable materials.

    WHAT IS THE PLASTIC BANK

    Plastic Bank fights ocean plastic and alleviates extreme poverty by empowering disenfranchised communities to turn pollution into wealth. Collected plastic can be exchanged by local residents for rewards such as cash, digital tokens, school tuition, healthcare, and insurance. Membership Bonuses are added to rewards to ensure stable and fair wages for our Members. The plastic is then recycled into raw material, called Social Plastic®, and used to manufacture new products. We call this circular economy the Social Plastic Ecosystem.

    PERMANENCE WITH PURPOSE

    The Tag is designed to draw attention on permanence and what makes a material precious and durable. It locks us into a collective conversation that wants to reimagine how we use and discard plastic.

    We Tag to make it meaningful, we Tag to repurpose, we Tag because we want to be Plastic Wise. It’s part of our story and we want it to have a purpose. Plastic is precious.