Returns & Exchanges

Last Updated: 10/09/2026

At pearlune.co.uk, we take pride in the exceptional quality of our pearls and sterling silver jewellery. However, we understand that occasionally you may wish to return an item. This Return Policy outlines your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations, as well as our standard returns process.

1. Your Right to Cancel (14-Day Cooling-Off Period)

For all online purchases, you have the legal right to change your mind and cancel your order within 14 days of receiving your goods.

  • Notification: You must notify us of your intent to return the item within 14 days from the day you (or a nominated third party) receive the jewellery.
  • Returning the Item: Once you have notified us, you have a further 14 days to send the item back to us.

2. Conditions of Return

To be eligible for a refund or exchange, returned items must meet the following criteria:

  • The jewellery must be unworn, unmarked, and in its original, pristine condition.
  • The item must be returned in its original Pearlune packaging, including any pearl care pouches, certificates of authenticity, and tags.
  • Due to the delicate nature of pearls and sterling silver, items returned damaged due to improper handling, scratching, or exposure to perfumes/chemicals will not be accepted.

3. Non-Returnable Items (Hygiene & Customisation)

Please note that certain items are exempt from our standard returns policy:

  • Pierced Jewellery: For health and hygiene reasons, we cannot accept returns or exchanges on pierced earrings once the original tamper-proof packaging has been opened, unless the item is faulty.
  • Bespoke and Personalised Items: Any jewellery that has been custom-made, altered (e.g., resized rings), or engraved specifically for you cannot be returned or refunded unless faulty.

4. Faulty or Damaged Items (Consumer Rights Act 2015)

Under the UK Consumer Rights Act 2015, all jewellery we supply must be as described, fit for purpose, and of satisfactory quality.

If your item arrives damaged or develops a manufacturing fault:

  • Within 30 Days: You have the statutory right to reject the faulty item and claim a full refund.
  • Within 6 Months: If a fault develops within the first six months, we will attempt to repair or replace the item. If this is not possible, you are entitled to a full or partial refund.

Note: Natural variations in genuine pearls (such as slight differences in lustre, shape, or minor surface blemishes) are characteristics of natural gemstones and are not considered manufacturing faults.

5. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email our customer care team at care@pearlune.co.uk with your order number, the item(s) you wish to return, and the reason for the return.
  2. Receive Return Instructions: We will provide you with a Return Authorisation Number (RAN) and the return shipping address.
  3. Package Securely: Pack the jewellery securely in its original packaging to prevent transit damage.
  4. Ship the Item: For your protection, we strongly recommend using a tracked, insured, and signed-for delivery service (such as Royal Mail Special Delivery), as we cannot be held responsible for returns that are lost or damaged in transit. Unless the item is faulty, you are responsible for the cost of return postage.

6. Processing Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed back to your original method of payment within 14 days of us receiving the returned goods.
  • Standard outbound delivery costs will be refunded; however, if you chose an enhanced delivery option (e.g., Next Day Delivery), only the standard delivery rate will be refunded.

7. Exchanges

If you would like to exchange an item for a different size or style, please follow the standard return process for a refund and place a new order for the desired piece on pearlune.co.uk.

8. Contact Us

If you have any questions regarding your return, pearl care, or our sterling silver guarantees, please get in touch:

Address: Pearlune Returns, C/O Crawley Accountants, 3 Churchill Court, Crawley, RH10 9LU, UK

Email: care@pearlune.co.uk