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Customer Service

We are here to help
Need to speak with us about a gem or learn about our bespoke services? We're happy to set up an online chat with you to answer your questions. Email us now to schedule a Skype or Facebook chat or video call. 
 
Payments
Pearly offers 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.
To help give you the best price, our high-end "Price by Request" transactions are done via direct bank transfer or TT wiring only. The client is responsible for all fees incurred as we offer direct pricing for the item itself.  
 
Placing Orders
Currency on this site is in US Dollars. 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 via Courier or local postal express services with tracking. You will receive an email confirmation of your order and the tracking code once your item has been shipping. Depending on the time and day of order and your location, items usually ship out in 3 to 5 business days. Items should be expected to arrive within 3-7 business days from the ordering date. We will send you an email if the item is sold out.
 
International Shipping and Insurance
We offer free shipping for Bespoke items or orders over $1000 using FedEx Economy. Any item under $1000 we charge a $30 flat rate for shipping. 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. We will also insure separately and will send you a quote on the insurance rate. Please feel free to email us to inquire for a quotation, or let us know if you'd prefer to ship overnight or express. 
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 custom engraving. 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.
 
Bespoke and Made to Order 
Most of our pieces are created one piece at a time, sometimes in small limited editions of just a few. If a piece has been sold and requires us to make to order, we will email you to let you know how much time we'll need to create a new piece. Timing depends on the technical difficulties, workshop schedule and holidays. We will do our best to meet your deadline should there be one. To give you an idea on time, a simple piece can take several weeks to complete, or up to 2 months if our schedule is packed. For timing on Bespoke, please refer to our Bespoke Process page for details.
 
SHIPPING /DELIVERY
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 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
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. For pre-order items delivery time is usually listed on the product, please contact us for estimated shipping time. 

We are not responsible for any direct or indirect losses of any kind which occur and which are not foreseeable 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.

Customs, Taxes and Import Duties
Please note that customers are in charge of all sales tax and duties, along with importing licenses should it be necessary of your own country. We do not collect tax and/or duties for orders. The client 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 import tax, VAT, customs duties, importer duties and other fees that are levied when your order reaches its specified destination. Pearly has no control over these charges. The client is responsible for any extra cost that incurred should you reject the item due to customs charges. If the item is unable to be imported and return by custom, we'll do our best to work with you for a solution to get the item to the client. If a refund is our final resolution, we'll then deduct all incurred costs and determine whether an item can be resold. Please contact your country's local custom regarding rates and details. 
 
Damaged and Defective Merchandise 
We build our name with quality products. Each piece that leaves our studio goes through the strictest quality control and is checked multiple times before shipping. We use mostly natural materials and gemstones, so 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 of material defects unless there are genuine product issues. Defects and damage are extremely rare but may occur. Items damaged via shipping must be reported no later than 48 hours of product arrival for return or exchange, all original packaging must be kept in order for us to file a claim with the courier or with insurance. If a product is defective due to the manufacturing process, it must be reported within 2 days of arrival for product replacement. Please send us 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 us for instructions before returning merchandise. All merchandise must first be approved before return shipping and by a case to case basis, we will do our best to make sure your experience with us is a happy one. We do not offer refunds for items that haven't been approved for return, we will charge shipping and return shipping at cost to the client.
Customers are responsible for all shipping charges on return or exchange, including duties that may incur with your country.
To returned or exchanged an item, you must reach us within 2 days and must ship within 5 business days from the date the item was received. Products must be returned unworn, undamaged, and in a fully resellable condition 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 3 business days if available.
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 honor order cancellations and refund via rejection Paypal payment if the product has not yet been processed and shipped, excluding Made to Order or Bespoke pieces. 
Bespoke or custom orders are final sales without the possibility of exchange or return.