Returns & Refunds

14-Day Quality Care Promise

Cancellations

Before Shipment

You may request to cancel your order before it ships by emailing us immediately at returns@houseofpearls.com with your order number.

If your order has not yet been processed, packed, or shipped, we will do our best to cancel it. A 5% cancellation / processing fee may be deducted from your refund to cover non-refundable payment processing fees and order handling costs.

Please verify your order carefully before purchasing, including pearl type, pearl size, color, metal type, chain length, and product variant.

If you ordered the incorrect item, size, pearl type, or style and your order has not shipped, please contact us as soon as possible so we can help make changes where possible.

14-Day Quality Care Promise

What Is Not Covered by the 14-Day Quality Care Promise

Our 14-Day Quality Care Promise is designed to protect customers when an item arrives damaged, defective, or incorrect.

It does not cover non-quality-related reasons, including but not limited to:

• Change of mind
• Dislike of style
• Personal preference
• The item appears smaller or larger than expected, if it matches the product description
• Pearl color, tone, overtone, or luster appears slightly different from photos
• Natural pearl variations in shape, color, surface, size, or luster
• Wrong size, pearl size, chain length, color, metal type, or variant selected by the customer
• The item does not match an outfit, event, or personal expectation
• The item arrived later than expected due to carrier delay
• The item is no longer needed for a gift or event

If a request is not related to a damaged, defective, or incorrect item, it is not covered under this policy. Any costs related to non-quality-related requests, if accepted at our discretion, will be the customer's responsibility.

Natural Pearl Variations

Pearls are natural gemstones, and each pearl is unique.

Slight variations in shape, size, surface texture, color, overtone, and luster are normal characteristics of genuine cultured pearls. These natural variations are not considered defects as long as the item matches the product description and quality grade.

We encourage customers to review all product details carefully before placing an order, including pearl type, size, shape, color, grade, metal type, chain length, and product photos.

Earrings & Hygiene

For hygiene reasons, earrings cannot be returned for non-quality-related reasons.

If earrings arrive damaged, defective, or incorrect, please contact us within 14 days of delivery with your order number and clear photos. We will review the issue and help resolve it if confirmed.

How to Report an Issue

To report a damaged, defective, or incorrect item, please email us at:

returns@houseofpearls.com

Please include:

• Your order number
• The item name
• A clear description of the issue
• Clear photos or video of the item
• Photos of the packaging and shipping label if the item arrived damaged

Quality-related claims must be submitted within 14 days of delivery.

Review & Resolution

Once we receive your request, our team will review the information provided.

If the issue is confirmed as damaged, defective, or incorrect, we will take responsibility and offer an appropriate solution, which may include:

• Repair
• Replacement
• Reshipment
• Partial refund
• Store credit
• Refund after return and inspection

For some cases, we may require the item to be returned before a refund or replacement is issued.

Returned items must include all original packaging, gift box, certificates, care cards, tags, and accessories.

Return Shipping

For confirmed damaged, defective, or incorrect items caused by our error, we will provide return instructions and help resolve the issue.

For non-quality-related requests, if we make an exception and accept a return or adjustment, the customer is responsible for all related costs, including return shipping, original shipping, handling fees, and any other applicable costs.

We strongly recommend using a trackable and insured shipping service for any approved return.

House of Pearls is not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address during return transit.

Refunds

If a refund is approved, it will be issued to your original payment method within 10 business days, often sooner.

Please note that your bank, credit card provider, PayPal, Shop Pay, Klarna, Afterpay, or other payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at returns@houseofpearls.com.

Non-Refundable Fees

Original shipping fees, expedited shipping fees, DHL Express upgrade fees, return shipping costs, insurance fees, Worry-Free Delivery fees, handling fees, gift wrapping fees, and payment processing fees are non-refundable unless the issue is caused by our error or a confirmed quality issue.

Expedited shipping fees are non-refundable once the order has shipped.

Delivery estimates are not guaranteed. Carrier delays, remote-area delays, weather delays, holiday delays, destination processing delays, failed delivery attempts, or delays caused by incorrect address information are not grounds for refunding shipping fees.

Worry-Free Delivery by SEEL

Worry-Free Delivery is an optional shipping protection service provided by our third-party partner, SEEL, and can be selected at checkout.

If you purchase Worry-Free Delivery, your order may be protected against eligible shipping issues according to SEEL's policy, including:

• Loss in transit
• Damage caused during shipping
• Theft after delivery
• Qualifying delivery delays

Claims are handled directly by SEEL through the SEEL Resolution Center and are subject to SEEL's terms, timelines, eligibility requirements, and documentation rules.

House of Pearls does not control SEEL claim decisions.

Lost, Stolen, Delayed, or Undelivered Packages

For shipping issues such as loss, theft, damage in transit, or qualifying delivery delay, customers who purchased Worry-Free Delivery by SEEL should submit a claim directly through the SEEL Resolution Center.

For customers who did not purchase Worry-Free Delivery, we will do our best to assist with carrier investigations, but refunds or replacements are not guaranteed unless the carrier confirms the package is lost or the issue is caused by our error.

We are not responsible for lost or delayed orders caused by incorrect or incomplete shipping addresses provided by the customer.

We cannot provide refunds for packages that show confirmed delivery to the address provided, including packages lost or stolen after delivery.

Legal Rights

This policy does not limit any rights you may have under applicable consumer protection laws.

Where local consumer protection laws provide mandatory repair, replacement, return, cancellation, or refund rights, those rights will apply.

Legal Information

Contact Information

• Returns: returns@houseofpearls.com
• General Inquiries: contact@houseofpearls.com

Last updated: July 2026