Pearlolo FAQ
Everything you need to know about ordering, shipping, returns, and your Pearlolo pieces.
1. Orders & Payment
Can I change or cancel my order after it has been placed?
Please contact us as soon as possible if you need to make a change. We’ll do our best to help before your order enters fulfillment.
Once an order has been packed or shipped, we may no longer be able to modify or cancel it.
I entered the wrong shipping address. What should I do?
Please contact us as soon as possible with your order number and the correct address.
If the order has not yet shipped, we’ll do our best to update it. Once a package has been handed over to the carrier, we cannot guarantee that the shipping address can be changed.
Additional shipping charges caused by an incorrect or incomplete address provided at checkout may be the customer’s responsibility.
Can I use more than one discount code?
Unless otherwise stated, only one promotional or discount code may be applied per order.
Why didn’t I receive an order confirmation email?
Order confirmation emails are sent automatically after checkout. Please check your spam or promotions folder first.
If you still cannot find it, contact us with the name and email address used for your order.
2. Shipping & Tracking
When will my order ship?
In-stock items are typically prepared and shipped within 2 business days.
For made-to-order, pre-order, or Request a Recreation pieces, the estimated preparation time will be shown on the product page.
Once your order ships, you’ll receive a shipping confirmation email with tracking information.
How long does delivery take?
For most U.S. orders, delivery typically takes approximately 5–7 business days after shipment, depending on the carrier, destination, weather, holidays, and other carrier-related conditions.
Carrier transit times are estimates and are not guaranteed by Pearlolo.
How can I track my order?
Once your order ships, you’ll receive a tracking number by email.
You can follow the tracking link in your shipping confirmation or use the appropriate carrier’s official tracking service.
Do Pearlolo packages require a signature?
Whenever available, we purchase a signature service for each order.
We do this because many Pearlolo pieces are one-of-one and handmade, and we want to reduce the risk of packages being lost or left unattended after delivery.
Someone at the delivery address may therefore need to be available to accept and sign for the package, depending on the carrier and service used.
What happens if I miss a signature-required delivery?
If no one is available to sign, the carrier may make another delivery attempt, leave instructions for redelivery, or hold the package at a local carrier facility for pickup.
Please follow the carrier’s tracking updates and delivery instructions promptly. USPS, FedEx and other carriers have their own rules regarding redelivery attempts and how long a package will be held before being returned to the sender.
What happens if my package is returned to Pearlolo because no one was available to sign for it?
If a package is returned to us because the carrier was unable to obtain a required signature after its permitted delivery attempts or holding period, we will contact you once the package arrives back at our facility.
We will inspect the item to make sure it is still in its original condition and can arrange to ship it again.
The cost of the second shipment will be the customer’s responsibility.
This applies when the original shipment was correctly addressed and the return occurred because the package was not accepted, signed for, or collected within the carrier’s allowed timeframe.
Can I ask Pearlolo to remove the signature requirement?
Because signature service is used to help protect your order, we generally cannot guarantee that it can be removed once the shipment has been prepared.
Depending on the carrier and shipment type, you may have options to request redelivery or hold the package for pickup directly with the carrier.
My tracking says “Delivered,” but I can’t find my package. What should I do?
Please first check around your delivery location, mailbox, front desk, mailroom, household members, or neighbors who may have accepted the package.
If the package required a signature, please also review the carrier’s delivery details.
If you still cannot locate it, contact the carrier as soon as possible and let us know so we can help review the available tracking information.
My tracking hasn’t updated for several days. Is my package lost?
Not necessarily. Carrier scans can occasionally be delayed, especially during weekends, holidays, severe weather, or periods of high shipping volume.
If tracking has not updated for an unusually long period, please contact us and we’ll help review the shipment.
3. Returns, Refunds & Damaged Items
What is your return policy?
We accept eligible returns within 10 days, provided the item is unworn, unused, and returned in its original condition.
Certain sale, promotional, custom, or otherwise excluded items may not be eligible for return.
Please review our full Return & Refund Policy for details.
Who pays for return shipping?
For non-quality-related returns, return shipping costs are the customer’s responsibility.
If you receive an incorrect item or there is a confirmed product issue, please contact us before sending anything back so we can assist you.
What if my item arrives damaged?
Please contact us as soon as possible after delivery and include clear photos of:
-the item;
-the packaging;
-and the shipping box or mailer, if it shows visible damage.
We’ll review the situation and work with you on an appropriate solution.
When will I receive my refund?
Once your return is received and inspected, approved refunds will be issued to the original payment method.
Your bank or payment provider may require additional processing time before the refund appears in your account.
4. Pearls, Materials & Care
Are Pearlolo pearls real?
Yes. Pearlolo pieces use freshwater baroque pearls.
Baroque pearls naturally vary in shape, surface texture, luster, color, and size, which is part of what makes each piece unique.
Why doesn’t my pearl look perfectly round or smooth?
That is completely normal for baroque pearls.
Natural irregularities, growth marks, asymmetry and differences in surface texture are characteristics of the pearl rather than manufacturing defects.
Will my piece look exactly like the photos?
For a one-of-one in-stock piece, the photographed piece is the actual piece you will receive.
For a Request a Recreation, the handmade design will be recreated as closely as possible, but the natural pearl itself will not be identical because no two baroque pearls are exactly alike.
Why can the size vary slightly?
Because Pearlolo pieces use natural pearls and handmade components, measurements may vary slightly from piece to piece.
Please allow approximately 0.2–0.5 cm of variation depending on the design.
What materials do you use?
Materials vary by design and may include freshwater baroque pearls, plated metal components, stainless-steel chains, sterling silver components, resin, decorative stones and other handmade elements.
Please refer to each product page for the materials used in a specific piece.
Can I shower or swim while wearing my Pearlolo jewelry?
We don’t recommend it.
Light splashes are generally fine, but repeated exposure to water, swimming pools, seawater, sweat, perfume, alcohol and other chemicals may shorten the life of plated finishes and handmade details.
How should I care for my Pearlolo piece?
Avoid prolonged contact with water, perfume, alcohol, cosmetics and harsh chemicals.
Remove your jewelry before showering, swimming, exercising or sleeping, and avoid hard impacts or pressure on handmade elements.
When not in use, store your piece in a dry place away from direct sunlight and moisture.
5. One-of-One & Request a Recreation
What does “One-of-One” mean?
Many Pearlolo pieces are created around the natural shape and personality of an individual baroque pearl.
When a product is marked one-of-one, the piece shown in the photos is the exact piece available for purchase.
Once it sells, that exact natural pearl cannot be duplicated.
What is Request a Recreation?
Request a Recreation allows you to order a handmade recreation of a sold or existing Pearlolo design.
We recreate the design using the same overall concept, colors, materials and handmade details while selecting a new natural pearl that works well with the piece.
Will my recreation look exactly the same?
The handmade design will be recreated as closely as possible, but the pearl itself will be different.
We prioritize finding a pearl with a similar overall size, color and luster when possible, but natural pearl shape cannot be duplicated exactly.
How long does a recreation take?
Most recreations require approximately 3–4 weeks before shipment.
Because every piece is handmade, timing may vary slightly depending on the design and production schedule.
Will I see my recreation before it ships?
Yes.
Before shipment, we’ll email you photos and/or video of your completed piece for confirmation.
What if I don’t like the finished recreation?
If the completed recreation does not meet your expectations after you review the photos or video, please let us know before shipment.
We can discuss the available options, including a full refund when applicable.
Can I request changes to the original design?
A Request a Recreation is primarily intended to recreate an existing Pearlolo design rather than create a fully custom piece.
Small requests may sometimes be possible, but they must be confirmed with us before ordering.
6. Wholesale & More
Do you offer wholesale?
Yes. Pearlolo offers wholesale opportunities for eligible retailers and businesses.
Please visit our Wholesale page for current requirements and contact information.
Do you offer custom or bulk orders?
For larger quantities, retail collaborations or special projects, please contact us before ordering.
Availability will depend on the design, materials and production schedule.
How can I contact Pearlolo?
If your question isn’t answered here, please visit our Contact Us page.
For questions about an existing order, please include your order number so we can help you more quickly.