At Pearlory, we take pride in offering natural pearl jewellery crafted with exceptional care and attention to detail. Each pearl is unique, and we are committed to providing products of the highest quality.

Please read our policy carefully before making a purchase.

Change of Mind

We do not accept returns or refunds for change-of-mind purchases.

At our sole discretion, we may offer an exchange for eligible items if the request is made within 7 days of delivery and the item is returned in accordance with the conditions set out in this policy.

Customers are responsible for all return shipping costs, reshipping charges, and any applicable duties, taxes, and customs fees.

Exchange Eligibility

To be eligible for an exchange, the item must:

- Be unworn, unused, and in original condition
- Include all original packaging, certificates, and accessories
- Show no signs of wear, damage, alteration, or misuse
- Be accompanied by proof of purchase

All exchanges are subject to inspection and written approval by Pearlory.

Non-Returnable and Non-Exchangeable Items

The following items are not eligible for return or exchange unless they are defective or incorrect upon arrival:

- Custom-made or personalised jewellery
- Made-to-order (Pre-order) items
- Earrings items (for hygiene reasons)
- Sale, discounted, or promotional items

Natural Characteristics of Pearls

All pearls are natural and may exhibit unique variations in shape, size, colour, lustre, and surface characteristics. These natural characteristics are not defects and do not constitute grounds for return, exchange, or refund.

Extremely minor differences between product photographs and the actual item may occur due to lighting, screen settings, and the inherent uniqueness of natural pearls. 

All product images on our website are authentic photographs of the actual items and are presented without beauty retouching or digital enhancement.

We follow a "one item, one listing" principle whenever applicable, meaning the item shown in the product photographs is the exact piece you will receive.

For products offered as individually listed one-of-a-kind pieces, customers will receive the exact item pictured. For designs with multiple available pieces, each item is handcrafted using natural pearls and may display slight variations consistent with the characteristics described above.

Faulty or Incorrect Items

If you receive an item that is defective or different from what you ordered, please contact us within 48 hours of delivery and provide clear photographs and a description of the issue.

Once the issue has been reviewed and confirmed, we may, at our sole discretion:

- Repair the item
- Replace the item
- Offer an exchange
- Issue a full or partial refund

Exchange Process

Once the returned item has been received and inspected, and the exchange has been approved, we will dispatch the replacement item after any applicable price difference and shipping charges have been paid.

If the replacement item is lower in value, the difference will be refunded to the original payment method.

Return Authorisation

All returns and exchanges must be approved by us in writing prior to shipment.

Any unauthorised return may be refused and returned to the sender at the sender's expense.

Refund Processing

Approved refunds will be issued to the original payment method within 5–10 business days after the returned item has been received and inspected.

The time required for funds to appear in your account may vary depending on your payment provider.

Lost or Damaged Return Shipments

Pearlory is not responsible for items lost or damaged during return transit. We strongly recommend using a trackable and insured shipping service.

Order Cancellations

Orders may only be cancelled before production or dispatch has commenced.

Custom-made, personalised, and made-to-order items cannot be cancelled once production has begun.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable consumer protection legislation.

Contact Us

For all enquiries regarding returns, exchanges, and refunds, please contact us at: