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Customer Service

Customer Service

 
PLACING ORDERS
Thank you for shopping at Pearly. We offer a safe online shopping experience, and your privacy is important to us. Our transactions are done through Paypal and we do not hold your credit card information. You do not need a Paypal account to order. Your personal information is kept secure and is used only to contact you for orders, special or promotions. You can email us to opt out promotions.
 
Currencies on this site are listed in US Dollars. To maximize your security, our online transactions are done through Paypal. Please be aware that purchases using credit cards denominated in other currencies may be charged foreign exchange fees by your financial institution. Items are shipped directly from our showroom in Hong Kong. We do not charge Sales Taxes, and Duties may be applied by your country's custom. Items from Pearly are sent via either FedEx or via Courier. You will receive an email confirmation of your order, and another email when the item has been shipped providing the tracking code. Depending on the time and day of order and your location, items usually ship out 2-3 business days. Items should be expected to arrive within 3-7 business days from the ordering date. We will send you an email on if the items are sold out or back ordered to see if you would like to continue with your order.
 
Please allow extra time for delivery in case of holidays and weather delays.  We will try our best to delivery to your given address at a timely manner, but we can't be responsible for shipping delays or give an exact delivery date. Signature is required for all deliveries, and to ensure the secure delivery of your order we do not ship to P.O. Boxes and APO/FPO addresses.
SHIPPING RATE
We offer $30 flat rate shipping and handling wtih $1000 insurance internationally, using FedEx Economy. You may request Federal Express Overnight services or a specialty carrier at additional charges.
If the total amount is over $1000 or if the item is Bespoke, we will send via jewellery specialty carrier at a rate based on the item and you'll receive a shipping invoice after your order. Please feel free to email us to inquire for a quotation, or if you'd perfer to ship a regualr item via express. We reserve the rights to charge the shipper we chose depending on the item.
Delivery times are not guaranteed, notwithstanding additional charges, but are our best approximation and will vary with specific requests, such as gift box, gift packaging and monogramming. Shipments and deliveries occur only on business weekdays, delivery is subject to change and will be determined at time and day of order.
After your item is shipped, you'll receive a confirmation email and tracking number for your package.
 
SHIPPING COUNTRIES
We ship to the following countries:

 

Australia
Greece
Poland
Austria
Guam
Portugal
Belgium
Hong Kong
Singapore
Bermuda
Ireland
South Korea
Brazil
Italy
Spain
Canada
Japan
Switzerland
China
Malaysia Taiwan
Denmark
Mexico
Thailand
Finland
Netherlands
United Kingdom
France New Zealand United States
Germany Philippines Vietnam

 

 

DELIVERY TIME

We ship within 3 business days of order. Delivery will generally take 3-7 business days depending on your location; Hong Kong will be 2-3 business days.  Please account for extra time if your country collects duties and import taxes and if you're ordering for gifts. For pre-order items delivery time is usually listed on the product, please contact  customer service for best estimated shipping time. 

We are not responsible for any direct or indirect losses of any kind which occur and which are not forseeable by you and us including any financial or personal responsibility. We are not responsible for any delay in, or failure of, performance of our obligations under these terms arising from any cause beyond our reasonable control including any of the following: act of God, governmental act, war, fire, flood, explosion or civil commotion, failure in information technology or telecommunications services, failure of a third party (including failure to supply data) and industrial action.

 

SALES, TAXES AND DUTIES
Please note that customers are in charge of all sales tax and duties. We do not collect tax and/or duties for all orders. You the customer is regarded as an importer who must comply with the laws and requirements of the country in which you are receiving the products. You will be responsible for any VAT, customs duties, import duties and other taxes that are levied when your order reaches its specified destination. Pearly has no control over these charges. You will be responsible for any shipping cost, customs duty and taxes incurred should you reject to pay the sales tax and customs duty. The final amount will be refunded to your credit card after deducting all the incurred costs. Please contact your country's local custom regarding rates. 


DAMAGED AND DEFECTIVE MERCHANDISE
Each Pearly item goes through strict quality control and is checked multiple times before shipping. We use mostly natural materials and each piece may vary in pattern and texture; stones and leather may contain natural inclusions and minor discrepancies that add to the beauty and uniqueness of the product. We cannot consider natural properties in material defects unless there are genuine product issues. Defects and damage are extremely rare but may occur. Items damaged via shipping must be reported within 48 hours of product arrival for return or exchange with original packaging. If a product is defective due to the manufacturing process, it must be reported within 5 days of arrival for product replacement. Please send customer service a photograph of your item so we can better understand the issue and advise action. We do understand the nature of online shopping and will try to assist the best and quickest we can.


RETURNS, EXCHANGES AND CANCELLATIONS
For all returns, exchanges and cancellations, please contact  customer service for instructions before returning merchandise. All merchandise must first be approved before return shipping. We can only refund for manufacturing defects. Customers are responsible for all shipping charges on return or exchange, including duties that may incur with your country.<br>Returned or exchanged items must be shipped within 5 business days from the day the items have been received. Products must be returned unused in their original packaging to be accepted for refund. We do not offer refunds for change of hearts. Item damaged that are not reported to us within 48 hours after arrival with proof of all original packaging damage. Product replacements usually ship within three business days if available. Clearance sale or discounted items are final and cannot be returned or exchanged. Customers are responsible for return or exchange shipping and tracking, both shipping to us and returning to the customer, and if the item is lost in the process. We recommend using trackable shipping services and insurance when returning items. 
We can only honor order cancellations if products have not yet been processed and shipped.
Bespoke or custom orders are final sales without the possibility of exchange.