Refund & Return Policy

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 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. 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. Please do not place a separate order before contacting us.

After Shipment

Once an order has shipped or is in transit, it cannot be cancelled.

If your item is eligible under this policy, you may request a return after delivery.

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30-Day Easy Returns

At House of Pearls, we want you to feel confident shopping for fine pearl jewelry online. If you are not completely happy with your purchase, you may request a return within 30 days of delivery on eligible items.

To protect the quality, hygiene, and value of our jewelry, all returns must meet the conditions below.

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Return Eligibility

To be eligible for a return, your item must be:

• unworn, unused, and undamaged;
• in its original condition;
• returned with all original packaging, gift box, tags, certificates, care cards, and accessories;
• free from perfume, stains, scratches, alteration, damage, or signs of wear;
• accompanied by proof of purchase, such as your order confirmation or receipt.

Items that do not meet these conditions may be rejected or may be subject to a partial refund.

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Earrings & Hygiene

For hygiene reasons, earrings are not eligible for return or refund unless they arrive damaged, defective, or incorrect.

This applies to all earrings, including pearl studs, hoops, drop earrings, dangle earrings, and earring sets.

If your earrings arrive damaged, defective, or incorrect, please contact us at returns@houseofpearls.com within 72 hours of delivery with your order number and clear photos of the item, packaging, and shipping label. Once confirmed, we will help resolve the issue with a replacement, refund, or other appropriate solution.

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How to Request a Return

To start a return, please email us at:

returns@houseofpearls.com

Please include:

• your order number;
• the item you would like to return;
• the reason for return;
• photos of the item and packaging, if the item arrived damaged, defective, or incorrect.

Once your return request is reviewed and approved, we will provide a Return Verification Number and the appropriate return warehouse address based on your location.

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.

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Return Shipping

For non-quality-related returns, customers are responsible for return shipping costs.

We do not provide prepaid return labels for general returns. You may use any carrier of your choice, but we strongly recommend using a trackable and insured shipping service.

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

If the return is due to our error, such as an incorrect item, confirmed defect, or item damaged before delivery, we will help resolve the issue with a replacement, refund, or other appropriate solution.

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Non-Refundable Fees

Original shipping fees, expedited shipping fees, return shipping costs, insurance fees, handling fees, gift wrapping fees, and payment processing fees are non-refundable unless the return is due to our error or a confirmed quality issue.

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

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Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:

• earrings, for hygiene reasons;
• customized, personalized, resized, or altered items;
• special orders, pre-order items, and made-to-order items;
• items with additional certification services;
• items marked as Final Sale;
• clearance items and items from Final Sale & Clearance collections;
• items from 50% Off Flash Sale, Stock Clearance, or other final-sale promotional collections when marked as final sale on the product page;
• gift cards;
• items that have been worn, scratched, damaged, altered, or returned incomplete.

Important note: General promotional discounts, such as sitewide 15% or 20% off offers, do not automatically make an item final sale unless the product page or promotion clearly states that the item is final sale or non-returnable.

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High-Value Jewelry Returns

For high-value pearl jewelry, including Akoya pearl strands, Hanadama-grade pearls, South Sea pearls, Golden South Sea pearls, Tahitian pearls, 18K gold jewelry, and orders over $500, we may require additional return review before approval.

This may include photos, confirmation of certificates and packaging, and inspection after the item is received.

Refunds for high-value items will only be issued after the returned item has passed inspection and is confirmed to be unworn, undamaged, unaltered, and complete.

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Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, or incorrect, please contact us at returns@houseofpearls.com within 72 hours of delivery with your order number and clear photos of the item, packaging, and shipping label.

Once confirmed, we will help resolve the issue with a replacement, refund, or other appropriate solution.

Damage caused by wear, improper storage, accidental damage, perfume, chemicals, water exposure, or unauthorized repair is not considered a manufacturing defect.

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Refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved.

If approved, your refund 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

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Partial Refunds

A partial refund may apply if:

• the item is returned without original packaging, certificate, gift box, tags, or accessories;
• the item shows signs of wear, damage, perfume, stains, scratches, or alteration;
• the return is incomplete;
• non-refundable shipping, handling, expedited shipping, or processing fees apply.

If an item is returned in a condition that cannot be resold, the return may be rejected.

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Exchanges

We do not offer direct exchanges at this time.

If you would like a different item, size, pearl type, or style, please return your eligible item for a refund and place a new order.

In some cases, we may offer a replacement, store credit, or another solution at our discretion, especially for damaged, defective, or incorrect items.

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Lost or Undelivered Packages

We offer refunds or replacements only for packages confirmed lost by the carrier.

We are not responsible for lost orders caused by incorrect shipping addresses, wrong apartment or house numbers, missing unit numbers, incorrect postal codes, or wrong street names 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.

If your package shows delivered but you have not received it, please contact the carrier and your local post office immediately. We will also do our best to assist with the claim process.

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Pre-Orders & Special Orders

Pre-order and special-order items display estimated shipping or production times on the product page.

If your order includes both in-stock and pre-order items, your order may ship together once all items are ready. For faster delivery of in-stock items, please place a separate order.

Pre-order, special-order, customized, resized, altered, or certification-added items may not be eligible for return unless they arrive damaged, defective, or incorrect.

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Return Warehouse Locations

To make returns more convenient, we have designated return warehouses in selected regions. The specific warehouse address will be provided once your return request is approved.

Possible return regions include:

• United States;
• United Kingdom;
• Australia;
• other locations when available.

Please do not send returns to our registered business address unless our customer service team specifically instructs you to do so.

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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

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Your Legal Rights

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