Frequently Asked Questions
Everything you might want to know before buying or after your order arrives. If your question isn’t covered, get in touch through our contact page and we’ll be happy to help.
About our jewellery
What does 925 mean?
It is the standard mark for sterling silver, showing the metal is 92.5% pure silver.
What is Pearlune jewellery made from?
Our pieces are made from freshwater cultured pearls and 925 sterling silver. Sterling silver is an alloy of 92.5% pure silver, with other metals added for strength.
Are your pearls real?
Yes. They are genuine freshwater cultured pearls, grown inside freshwater mussels and formed from the same natural material as pearls found without human help.
Why do no two pearls look identical?
Each pearl forms naturally, so shape, surface and shade vary slightly. Small ridges or subtle colour differences are signs of a genuine pearl. We choose pearls for consistent colour and lustre within each piece.
What is the difference between freshwater and saltwater pearls?
Freshwater pearls grow in mussels in lakes and rivers, while saltwater pearls grow in oysters. Freshwater pearls come in a wider range of shapes and have a soft, creamy lustre.
Is your jewellery suitable for sensitive skin?
Sterling silver is generally well tolerated and is a common choice for sensitive skin. Reactions vary from person to person, so if you have a known metal allergy, please check the product details or contact us before buying.
Is your jewellery hallmarked?
All our silver is 925 sterling and each piece carries the manufacturer’s hallmark. Pieces over 7.78g are hallmarked by an Assay Office.
Sizing
How do I find my bracelet size?
Wrap a soft tape measure or a strip of paper around your wrist, mark where it meets and measure the length. Add 1.5 to 2 cm for a comfortable fit. Each product page lists the length of the piece.
How do I find my ring size?
Measure the inside diameter of a ring that fits well, or wrap a strip of paper around the base of your finger and measure the length. Use our size guide to match it to a UK size.
What length necklace should I choose?
Choker styles sit around 14 to 16 inches, princess length around 18 inches and matinee length around 20 to 24 inches. Each product page gives the exact length.
Caring for your jewellery
How should I look after my pearls?
Pearls are softer than most gemstones and react to chemicals. Put on perfume, hairspray and cosmetics before your jewellery. After wearing, wipe each piece with a soft, dry cloth.
How should I store my jewellery?
Keep each piece in its own soft pouch, away from damp and direct sunlight. Store pearls apart from harder pieces so they don’t get scratched.
Can I wear pearl jewellery in the shower, pool or sea?
We advise against it. Water, soap, chlorine and salt can dull pearls, weaken the thread on strands and tarnish silver over time.
Why has my silver tarnished?
Tarnish is a natural reaction between silver and sulphur in the air. It happens faster with humidity, perfume and certain skin chemistry. It is not a fault and is easy to treat.
How do I clean tarnished silver?
Polish gently with a silver cloth, taking care to avoid the pearls. Avoid dips, abrasive cleaners and ultrasonic cleaners on pearl jewellery, as they can damage the pearls. Wearing your silver regularly and storing it in a dry, sealed pouch helps slow tarnish.
How often should pearl strands be restrung?
With regular wear, the thread on a pearl strand can stretch or weaken over time. As a guide, have frequently worn strands checked by a jeweller every few years.
Orders and delivery
Where do you deliver?
We deliver in the UK only.
Can I change or cancel my order before it ships?
Contact us as soon as possible at care@pearlune.co.uk. If your order has not yet been dispatched, we will do our best to update or cancel it.
Returns and refunds
What is your returns policy?
We want you to love your new jewellery. If you change your mind, we offer a straightforward returns process. You have 14 days from the day of delivery to notify us of your intent to return an item, and a further 14 days to send the item back to us. Items must be unworn, in their original condition, and returned with their original packaging.
Please note the following exceptions to our standard returns policy:
- Pierced Earrings: For health and hygiene reasons, we cannot accept returns or exchanges on pierced earrings once the tamper-evident hygiene seal has been broken, unless the item is faulty.
- Personalised Jewellery: Items that have been engraved, stamped, or custom-made specifically for you cannot be returned.
- Signs of Wear: We cannot accept returns on silver pieces that show signs of wear, scratching, or damage.
How do I return an item?
Returning an item is a simple process. To ensure your return is handled quickly, please follow these steps:
- Request a Return: Please email our customer care team at care@pearlune.co.uk with your order number, the name of the item(s) you wish to return, and the reason for the return.
- Wait for Confirmation: Our team will review your request and reply within 24 hours with the return shipping address and instructions. (We will also provide you with a Return Authorization Number to include in your parcel).
- Package Securely: Place the unworn item back into its original box or pouch. Please ensure earrings still have their hygiene seal intact.
- Post Your Parcel: We highly recommend using a trackable shipping service (such as Royal Mail Tracked) and retaining your proof of postage. We cannot take responsibility for items lost in transit on their way back to us.
When will I receive my refund?
Once your return reaches our studio, our team will inspect the item to ensure it meets our return conditions. We aim to process all returns within 3 to 5 working days of receipt.
After your return is approved, we will issue a full refund to your original payment method. Depending on your bank or credit card provider, it can take an additional 3 to 7 working days for the funds to appear in your account. We will send you an email confirmation as soon as the refund has been processed.
What if my item arrives damaged or faulty?
We take pride in the quality of our 925 sterling silver, but if you receive an item that is damaged in transit or has a manufacturing fault, we will make it right.
Please contact our customer care team at care@pearlune.co.uk within 30 days of receiving your order. Include your order number, a brief description of the issue, and clear photographs of the fault. We will quickly arrange for a repair, replacement, or a full refund.
A note on silver care: Please be aware that 925 sterling silver naturally tarnishes (oxidizes) over time when exposed to air, perfumes, lotions, and water. Tarnishing is a natural characteristic of real silver, not a manufacturing fault. A gentle polish with a silver cloth will easily restore its original shine.
Gifting
Is your jewellery suitable as a gift?
Yes. Pearl is the June birthstone, and our pieces are popular for birthdays, weddings, bridesmaids, anniversaries and graduations.
Contact
How can I reach you?
Use the contact page on our website and include your order number if your question relates to an order. We’ll get back to you as soon as we can.
