EXCHANGES
1. Unfortunately, we are unable to offer exchanges on items ordered online. Please return your original order for a refund and place a new order, should you want to exchange the item.
RETURNS
1. We hope that you will be delighted with your order. However, if within 14 days of delivery of the original order, you change your mind, we will be happy to offer you a refund.
2. Each item must be returned in an unworn condition, with all the tags attached exactly as it was received and must include all original packaging along with your returns note.
3. All jewellery is refundable except earrings due to hygiene reasons.
Starting your UK return
Please follow the steps below to return your order:
- Follow this link in order to start the return process: https://pearloir.com/a/returns.
- Enter the order number you wish to refund and follow the instructions.
- You will receive an email to confirm your request to make a return.
- If approved, you will receive a confirmation email with the shipping instructions, followed by a second email containing pre-paid labels (the shipping cost will be deducted from the refund later).
- Securely pack the item, including the original Order Note and drop it off at one of the Parcelshop drop-off locations: https://www.evri.com/find-a-parcelshop#/.
Important! If you choose to use a different courier service outside of Parcelshop:
- Please ensure you contact the customer service team at info@pearloir.com to confirm the return shipping address
- Return items using a traceable delivery service (Royal Mail tracked 48 with signature or Royal mail guaranteed next-day delivery by 1 pm).
- We recommend emailing us your tracking number once the item has been shipped, so we can process your refund efficiently.
PLEASE NOTE:
- Returns lost in transit are the responsibility of the customer. Pearloir is not responsible for items lost or damaged in transit.
- Please note, we cannot be held liable for any missing returns and it is the responsibility of the customer to safely return their item to our depot.
- All returns will be inspected. If the item is in perfect condition the original payment method will be credited for the cost of the item minus any delivery charges and return label. Note: it may take 5-10 business days for the refund to appear in your account.
- Goods found to be damaged due to customer negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt or additional workmanship by other jewellers are non-refundable and non-exchangeable.
- We do not accept returns or exchanges on earrings due to hygiene reasons. Please consider your purchase and feel free to contact our customer service team at info@pearloir.com if you have any questions regarding the earrings.
- We do not accept returns for custom items.
Starting International Return:
- Follow this link in order to start the return process: https://pearloir.com/a/returns.
- Enter the order number you wish to refund and follow the instructions.
- You will receive an email to confirm your request to make a return.
- If approved, you will receive a confirmation email.
- Securely pack the item, including the original Order Note.
- Each item must be returned in a perfect unworn condition (with all tags attached and not damaged to ensure it wasn’t worn) as it was received and must include all original packaging along with your returns note. All jewellery is refundable except earrings due to hygiene reasons.
- Return items using a trackable delivery service (UPS, FEDEX, DHL or Local Post service).
- For international returns, you are responsible for the cost of the return shipping for all orders unless the item is faulty.
- Send to:
Anastasia Dmitrieva
9 Greystones Avenue
Killinghall, Harrogate
HG3 2BJ
United Kingdom
- When describing items inside the package, we recommend avoiding words such as 'jewellery', 'diamonds', 'pearls' or any other luxury-related words. Instead, we suggest writing 'Returned fashion accessories', 'Returned fashion earrings' or 'Returned fashion necklace' on the package.
- Ensure you mark your return as British Returned Goods in order to request an exemption from return import duties and taxes. Any Import duties and taxes incurred on return shipments are the responsibility of the customer. Please mark the shipment as a "return" so that we are not charged customs or import tax.
PLEASE NOTE:
- Returns lost in transit are the responsibility of the customer. Pearloir is not responsible for items lost or damaged in transit. Please note we cannot be held liable for any missing returns, and it is the responsibility of the customer to safely return their item to our depot.
- All returns will be inspected. If the item is in perfect condition, the original payment method will be credited for the cost of the item minus any delivery charges. Note: it may take 5-10 business days for the refund to appear in your account.
- Goods found to be damaged due to customer negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt or additional workmanship by other jewellers are non-refundable and non-exchangeable.
- We do not accept returns or exchanges on earrings due to hygiene reasons. Please consider your purchase and feel free to contact our customer service team at info@pearloir.com if you have any questions regarding the earrings.
- We do not accept returns for custom items.
Who pays for the return postage?
- For UK returns, you will be responsible for the cost of the return, this will be deducted when we issue your refund.
- For international returns, you are responsible for the cost of the return shipping for all orders unless the item is faulty or incorrect.
How soon will I get the refund?
Refunds and exchanges will be processed as soon as we receive the return and inspect it. Please be aware we cannot notify customers when their parcel has been delivered, but once we have processed your refund, you will be automatically notified via email. Refunds will only be credited to the original payment method. Your bank may take up to 7 working days to credit your account.
My order is faulty, how will this be resolved?
We strictly inspect each item before shipping and our jewellery box is designed in a special way so that it is very unlikely that jewellery can be damaged during shipping. However, if this happens to you, please get in touch with us at info@pearloir.com.
In order to speed up the process, please include your order number, describe the issue and attach any images of the faulty product. Our customer service team will do their best to resolve this for you.
Our 2-year warranty:
Every piece of Pearloir jewellery is covered by a 2-year warranty on receipt of a valid proof of purchase. This warranty applies to all of our products. Should your jewellery suffer a breakage, missing stone or any other fault due to a manufacturing defect during this time period then please contact us at info@pearloir.com and we will assist you.
This also means that the warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of Pearloir.
Even after 2 years (or if no proof of purchase can be provided), we can still help - we will offer repairs for a small charge. Please contact us for more information.