Политика за връщане и възстановяване
Искаме да се чувствате уверени в своите бижута PERLAVELLE. Можете да поискате връщане или размяна на отговарящи на условията артикули в рамките на 30 calendar days of delivery.
How to request a return or exchange
- Use our return or exchange request form or email our After-Sales Support team at support@perlavelle.com within 30 days of delivery. Include your order number, the item, and your reason for the request. For damaged or incorrect items, include clear photos if available.
- Our team will review your request and provide return instructions and the correct return address. Please contact us before sending your parcel; do not send it to the address on the original shipping label unless we confirm it.
- Send approved returns within 14 calendar days after approval. Package the jewelry securely, include your order details, and keep your tracking number and proof of postage.
Return conditions
For change-of-mind returns, jewelry must be unused, unworn, clean, unaltered, and in its original condition. Please return the original jewelry box, accessories, and any certificates supplied with the item. Protective packaging should be used to prevent damage in transit.
Personalized, engraved, or specially made or modified items are not eligible for change-of-mind returns once production has begun. Any final-sale restriction must be clearly stated on the product page before purchase. These exclusions do not apply to goods that are defective, damaged on arrival, incorrect, or otherwise covered by mandatory consumer rights.
Return shipping and fees
If you change your mind or ordered the wrong item or size, you are responsible for the return shipping cost charged by your chosen carrier. We recommend a tracked service and suitable insurance for valuable jewelry. If we sent an incorrect item, or the item arrived damaged or defective, we will provide a prepaid return method or reimburse a reasonable return shipping cost agreed with us in advance.
We do not charge a restocking fee. The original outbound shipping is free and will not be deducted from an approved refund.
Refunds
We will inspect your return and notify you of the result within 5 business days of receipt. If approved, we will issue the refund within that same 5-business-day period to the original payment method, for the amount paid for the returned item. We cannot send refunds to a different card or account.
After we issue the refund, your bank or payment provider typically needs 5–10 business days to show the credit. If it has not arrived after 10 business days, check with your bank or payment provider, then email support@perlavelle.com with your order number so we can help trace it.
Exchanges
Request an exchange within 30 days of delivery using the same process. Exchanges depend on stock availability and the returned item's condition. We will confirm any price difference before arranging the replacement; replacement delivery is free. If a suitable replacement is unavailable, we will offer an eligible refund.
Order cancellation
Email our After-Sales Support team at support@perlavelle.com as soon as possible with your order number. Orders cancelled before shipment, and before production begins for personalized or custom-made pieces, qualify for a full refund to the original payment method. Once an order has shipped, please follow the return process. Custom items generally cannot be cancelled for a change of mind after production has begun.
Damaged, defective, incorrect, or missing items
Please contact us as soon as you discover a problem so we can arrange a suitable repair, replacement, or refund. Keep the packaging and any photos that can help us investigate. The 30-day change-of-mind period and custom-item exclusions do not limit rights that apply to faulty or misdescribed goods under applicable law.
After-Sales Support
For return approval, the correct return address, or help with a refund, email support@perlavelle.com. Business days are Monday to Friday, excluding public holidays.