We are proud of the high-quality products we offer. We hope you enjoy your purchase at Pearl-Lang and are delighted every time you shop with us. We understand, however, that there may be a situation where you wish to return or exchange your order. We are more than happy to offer you a refund or an exchange for a 30-day period from the date when your order is delivered, on products that have not been worn or tampered with.
All our jewellery comes with tamper-proof packaging so please do not remove any security tags or the original packaging before wearing your purchase. We cannot refund or exchange any returned items if their original tamper-proof packaging has been opened or damaged. All items that have been worn or damaged cannot be returned or exchanged.
How to return an item to us
Step 1: You must contact us at firstname.lastname@example.org within the 30-day return period from the date when your order is delivered. We will then issue you a Return Merchandise Authorisation (RMA).
Step 2: Once you receive the RMA from us, please send your returned goods to us within 7 days of obtaining the RMA. We will provide you with our return address. All returned items must be in their original condition together with your invoice or Internet receipt. Please note that the packaging or the security tags must not be opened or tampered with or a refund will not be issued. Please also ensure that you clearly state "Returns" on the Custom Declaration Form upon posting the order back to us.
You will be responsible for all return shipping charges. You must make sure you send the items in a registered post that can be tracked. You will also be responsible for the postal insurance of the goods during shipping until we receive them. We reserve the right to deduct any import duty, tax and/or any other fees incurred from the refund amount as a result of your returned package not being declared correctly as returns.
Please retain your proof of posting and the tracking number until your refund has been processed.
Step 3: Upon receiving your returned items, we will examine the packaging and condition of the jewellery to see if you qualify for a return. If our inspection is satisfactory, we will notify you by email.
Step 4: A refund will be processed and issued to your original payment method as soon as possible and within 30 days from when you notify us of your return. We reserve the right to withhold amounts for items which are found to be damaged on return. You will be refunded the amount you paid for the item(s) returned, excluding any delivery charges (if appropriate).
Please note all returned items must be authorised. Any unauthorised returns will not be refunded.
How to exchange an item
We understand that it can be difficult to pick the right product online and you may wish to exchange your purchase. We are delighted to exchange your order provided the tamper-proof packaging has not been opened or damaged and the product is in its original condition.
Please follow the steps set above to obtain a RMA. Once we receive your order back and complete our inspection, we will contact you to arrange the alternative product to be delivered. You will be responsible for the subsequent shipping costs incurred.
Please note that all cultured pearls will have some degree of blemishes or flaws depending on their quality. They are not defects and are completely normal.