30-Day Satisfaction Guarantee

At House of Pearls, we want you to love your jewelry. If you're not completely satisfied with your purchase, we're here to help. We offer a 30-day satisfaction guarantee on eligible items.

Cancellations

Before Shipment

You may cancel your order before it ships. A 5% restocking fee will be deducted from your refund to cover non-refundable credit card processing fees charged by payment processors.

To cancel, email us immediately at returns@houseofpearls.com with your order number.

Please verify your order carefully before purchasing. If you ordered the incorrect item and your order hasn't shipped, contact us to make changes—do not place a separate order.

After Shipment

We do not accept cancellations once your order has shipped and is in transit to your destination.

Returns

30-Day Satisfaction Return Policy

We accept returns within 30 days of delivery if you are not satisfied with your purchase, subject to the following conditions:

Eligibility Requirements:

• Item must be unworn, unused, and undamaged
• Must include all original tags and packaging
• Must be in the same condition as when received
• Must provide proof of purchase (receipt or order confirmation)

Non-Returnable Items:

• Custom products, special orders, and personalized items
• Sale items, discounted items, and gift cards (FINAL SALE)
• Items that have been worn, scratched, altered, or damaged after delivery

How to Initiate a Return

Step 1: Contact Us

Email us at returns@houseofpearls.com with your order number and reason for return. Our customer service team will review your request.

Step 2: Receive Return Authorization

If your return is approved, we will provide you with a Return Verification Number (RVN) and the appropriate return warehouse address based on your location.

Step 3: Ship Your Return

Ship your item using a trackable method to the designated warehouse address. Include your Return Verification Number with the package.

Important: Items sent back without first requesting a return and receiving a Return Verification Number will not be accepted. Please always contact us before returning any items.

Return Shipping

• Customer is responsible for return shipping costs
• We do not provide pre-paid shipping labels
• You may use any carrier of your choice
• We strongly recommend using a trackable and insured shipping method to guarantee successful delivery of your return. House of Pearls is not liable for returns lost or damaged in transit

Return Warehouse Locations

To make returns convenient, we have designated return warehouses in the following locations. The specific warehouse address will be provided once your return is approved:

• United States - Return warehouse address provided upon approval
• United Kingdom - Return warehouse address provided upon approval
• Australia - Return warehouse address provided upon approval

We Do Not Offer Exchanges

If you would like a different item, please return your original purchase for a refund (if eligible) and place a new order for the desired item.

We encourage you to choose carefully before purchasing, as we cannot accommodate exchanges due to the high volume of orders we process.

Damages & Issues

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item.

For damaged items, you must request a return within 30 days and provide clear photos of the damage. We may offer immediate replacement for damaged items at our discretion.

Refunds

Refund Processing

• Once we receive and inspect your return, we will notify you via email whether your refund has been approved
• If approved, you will be automatically refunded to your original payment method within 10 business days (often sooner)
• Please note: Your bank or credit card company may require additional time to process and post the refund

Refund Exceptions

• Original shipping/handling fees are non-refundable
• If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at returns@houseofpearls.com

Lost or Undelivered Packages

• We offer refunds or replacements only for packages lost by the postal carrier (not due to incorrect addresses provided by customers)
• We are not responsible for lost orders due to incorrect shipping addresses, wrong apartment/house numbers, or wrong street names provided by customers
• We cannot provide refunds for packages that show delivery confirmation to the address provided, including packages stolen from your doorstep after delivery
• If your order is 48 hours past the expected delivery date, please contact your local mail carrier and post office to file a claim

Pre-Orders

• Pre-order items display estimated shipping times on the product page
• If you order multiple items including pre-order and in-stock items, your entire order will ship only when all items are available
• For immediate shipment of in-stock items, please place separate orders

Legal Information

Trademark Notice

House of Pearls® is a registered trademark in the United States and the United Kingdom. All rights reserved.

Registered Company Address

United States:
House of Pearls
1968 S. Coast Hwy #2298
Laguna Beach, CA 92651
USA

Hong Kong:
House of Pearls
Flat/RM 12/F ZJ300
300 Lockhart Road, Wan Chai
Hong Kong

Contact Information

• Returns: returns@houseofpearls.com
• Legal Inquiries: legal@houseofpearls.com