Customer Care
Can’t find what you’re looking for – need help with sizing or finding the right pearls for you? Absolutely, we’d love to hear from you!
Give us a call on 01983 740 352 or e-mail us at info@iowpearl.co.uk we’re here to help you find what you need.
DELIVERY
Christmas Delivery
UK last day for guaranteed post – December 18th order by 2pm
International last day of guaranteed post – December 6th order by 2pm
Any orders placed after 2pm on December 18th will not be processed until January 2025.
UK Delivery
- Free delivery on all orders over £60 . UK Mainland, Northern Island, Channel Islands, Scottish Highlands, Isle of Man, Scilly Isles, and Isle of Wight.
- Orders will be dispatched within three working days using Royal Mail (Tracked 24). Tracking information will be sent once the item has been dispatched.
- £5.50 postage for orders under £60.
International Delivery
- International orders costs £15 and will be dispatched within three working days using the Royal Mail’s Tracked and Signed For service. Your tracking number will be sent once the package has been dispatched.
- International orders may be subject to import duty and local sales taxes.
- Recipients will be contacted by their local courier and will be required to pay any duty or tax owed on receipt of the delivery. Unfortunately, these cannot be pre-paid.
- Isle of Wight Pearl cannot calculate or provide details on payment methods as these vary by country. Please check before placing your order.
Any queries regarding our delivery service please do give us a call on 01983 740 352 or email info@iowpearl.co.uk
RETURNS
Extended Christmas Returns: Any items purchased after November 22nd, 2024, will be eligible for extended returns until January 31st, 2025.
It can be difficult to be absolutely sure when shopping online, which is why we operate an ‘if you don’t love it, send it back’ policy. This means that we’ll refund any unworn jewellery that you’re not 100% happy within 14 days of purchase online. This is subject to the jewellery being unworn, in it’s original packaging and with any tags still in place.
We also offer the following warranties with every piece of Isle of Wight Pearl jewellery – subject to proof of purchase, the item being returned to us for assessment and normal use of wear and tear (loss of plating and tarnishing of silver and brass jewellery naturally occurs and are therefore excluded from the warranty).
- Any item that breaks within 30 days of purchase will be refunded, repaired or replaced.
- Any item that breaks between 6 months and two years of purchase will be repaired or replaced.
Pearl jewellery can last for generations, so long as it’s looked after properly; please read our pearl care guide for more information on how to look after your pearls.
Returns Procedure
Click here to complete our online returns form – please note that we’ll need confirmation of your order number, receipt or other proof of purchase to complete this form.
RETURNS Q&A
YOU CHANGED YOUR MIND OR WANT TO EXCHANGE A GIFT BOUGHT ONLINE OR OVER THE PHONE – You have 14 days to return unwanted items bought online and receive a refund providing goods are in their original condition and accompanied by proof of purchase. After that time, we cannot guaranty an exchange or credit note. We will need to receive and inspect the returned items before we can agree a refund.
YOU CHANGED YOUR MIND ON AN ITEM BOUGHT IN STORE, OR WANT TO EXCHANGE A GIFT BOUGHT IN STORE – For items purchased in our Isle of Wight Pearl store, we are happy to exchange or issue a credit note for any items returned within 30 days of purchase, providing goods are in their original condition and accompanied by proof of purchase. After that time, we cannot guarantee an exchange or credit note.
THE ITEM YOU BOUGHT IN STORE, ONLINE OR OVER THE PHONE BREAKS – We will be happy to refund jewellery which may have broken, up to 30 days after purchase. Beyond that time our warranty will cover a repair or replacement up to 2 years after purchase. Refunds, repairs or replacements are all subject to a manufacturing fault beyond the normal conditions of wear and tear.
HOW LONG WILL MY RETURN TAKE TO PROCESS – Refunds, exchanges and repairs will be made within 14 days of delivery of the eligible returned items. Exchanged items will be dispatched after the returned goods have been received and checked. However, if you see something that you’d like straight away, please do order it over the phone or online and we will refund your original item once we have received it.
EXCHANGES
To exchange an item email us at info@iowpearl.co.uk, call 01983 740 352 or visit Isle of Wight Pearl to arrange the exchange.
Exchanged items will be dispatched after the returned goods have been received and checked. However, if you see something that you’d like straight away, please do order it over the phone or online and we will refund your original item once we have received it.
Bespoke and made to order items cannot be exchanged or returned. Full payment will be taken for all commissioned work, before they begin.
TWO YEAR WARRANTY
Isle of Wight Pearl jewellery is lovingly hand-crafted using the finest materials and is covered by a two year warranty, subject to valid proof of purchase and normal conditions of wear and tear.
If your jewellery needs repair within two years from the date of purchase, please follow the returns procedure outlined in the returns section above. Please note our Two Year Warranty is valid on purchases since September 2018. Prior to this, purchases received a One Year Warranty. Our jewellery can last for generations, but must be looked after properly; for more information on how to keep your pearls looking their best view our Pearl Care section.WEAR & TEAR
What do we mean by wear and tear?This is the results of life we can see on jewellery. Many activities can cause wear and tear, such as handwashing while wearing jewellery, or rifling through handbags. Scratches on the metal, stones becoming loose or falling out, the dulling or breaking-off of pearls are some examples. Being mindful of when you wear your jewellery is a part of looking after it. Not looking after jewellery would include wearing it during sport, gardening, or DIY. These activities result in damage which we regard as beyond ‘normal wear and tear’. In addition to these, pearls should not have perfume sprayed on them, sometimes people send back strings to be re-strung and we can smell perfume. This would void the guarantee.
Silver tarnish
Silver tarnish is a normal process associated with that metal. We use rhodium plating to prevent tarnishing of the jewellery and to maximise the rhodium plating life, we recommend that you do not polish or use jewellery cleaner until the tarnish appears. We further recommend that you do not swim or bathe in your silver jewellery, and avoid using perfumes and body lotions while wearing the piece.
Try hard not to scratch or damage the surface by being mindful of what you do while wearing your jewellery.
Return to our Isle of Wight Pearl store for a complimentary clean with a silver polish cloth.
OUR LITTLE EXTRAS
We’re on hand to help you find the perfect piece, so please do get in touch with any questions you might have about choice, fit, colour, delivery or anything else for that matter. Our customer care team works closely with the Isle of Wight Design Workshop for any bespoke enquiries or sizing requests.
LOST AN EARRING BACK?
We offer excellent quality sterling silver ‘trumpet’ earring backs for £8 a pair.
FREE RESTRING
Our strings of pearls are individually knotted using two strands of silk thread. The knots prevent the pearls from rubbing together and make sure that only one pearl would be lost if the strand breaks. The advantage of silk is that the knots relax as they’re warmed when worn, giving a nice supple string, and then re-tighten naturally when they’re put away.
However, depending on how often they’re worn and the size of the pearls the knots will eventually stretch and/or become discoloured. This isn’t a big problem as pearls can be re-strung relatively affordably.
We can restring your Isle of Wight Pearl strings for free the first time, please refer to our Terms and Conditions for more information. Follow the returns procedure above and we’ll get this organised.
LOST AN EARRING?
If you lose an earring, we’ll give you 50% off a pair of earrings (only valid on silver and available lines. Discontinued/gold lines will be considered but cannot be guaranteed. Subject to terms and conditions). We also have a matching service, where we source ‘special matches’ on a case -by- case basis and subject to the specific pearl shapes being available. You pay for postage to us, and we’ll pay return postage to you at a UK address.
For more information on these Little Extra benefits, please refer to our Terms and Conditions.
