We want you to be confident in every pearl you buy from us. Because most of our goods are one of a kind and many are strung, drilled or finished to order, our returns work a little differently from a retail store. Please read this policy before you order.
Last updated: October 2026
What can be returned
We accept returns of unused, unaltered items in the condition we shipped them, with their original packaging, tags and any laboratory report or certificate.
What cannot be returned
- Temporarily strung pearls, finished necklaces or fine jewelry that have been cut, broken, restrung or rearranged.
- Undrilled pearls that you have drilled.
- Custom or special-order work made to your specifications, such as strands strung, matched, drilled or fitted with a clasp to order, once it is delivered as ordered.
- Items marked “final sale.”
- Items returned without their original laboratory report, or with a damaged report.
How to return an item
- Request a return within 3 business days of delivery. Contact us with your invoice or order number, the items you want to return and the reason. All returns are subject to our approval.
- Wait for your RMA number. We reply within 2 business days. Returns sent without an RMA number may be refused and sent back at your cost.
- Ship within 7 days of approval. Use a shipping service equivalent to the one we used: fully insured for the item’s value, with tracking and signature required. Write the RMA number on the packing slip, not on the outside of the box.
- You are responsible for the return shipment until we receive it. Please keep your tracking and insurance receipts.
Refunds
- We inspect each return within 3 business days of receiving it. Approved refunds go to your original payment method within 5 business days after inspection.
- A restocking fee of 5% of the item price applies to every return.
- An additional fee of up to 20% of the item price applies if a returned item arrives damaged, altered, worn or incomplete, including missing packaging.
- Original and return shipping, and stringing labor ($30 per strand), are non-refundable.
- Refunds cover the returned items, including any card processing fee paid on them, less the fees above.
If we made a mistake
If you receive the wrong item, an item that does not match its description, or an item damaged in transit, contact us within 3 business days of delivery. We will pay for the return shipping and send a replacement or a full refund, including all fees. No restocking fee applies. For damage in transit, please keep all packaging so we can file the insurance claim.
Questions
Please contact us before filing a dispute with your card issuer. We can usually solve a problem faster directly. This policy is part of our Terms & Conditions.