FAQ
Brand and Product-Related Questions
Where is your brand based?
We are based in Zhuji, China, leveraging Shanxia Lake’s premium pearl resources.
Are your pearls real?
Yes, all our pearls are genuine and certified.
Are your pearls natural or cultured?
Most of our pearls are high-quality cultured pearls.
Where are your pearls sourced from?
From Shanxia Lake, China’s renowned pearl cultivation base.
Do you offer customization services?
Yes, we provide personalized designs for unique jewelry.
Are your pearls freshwater or saltwater?
Mainly freshwater pearls, with select saltwater options.
Will the luster of pearls fade over time?
Not with proper care; regular cleaning is recommended.
What sizes are available for your pearls?
Sizes vary; details are on each product page.
Do your pearls come with certifications?
Yes, all products include quality certification.
Is your jewelry hypoallergenic?
Yes, we use skin-friendly materials, with customization available for sensitivities.
Shipping and Payment Questions
Do you ship internationally?
Yes, with free global shipping, including the USA and Europe.
What is the delivery timeframe?
Typically 5-7 business days for international orders.
Do you offer tracking for shipments?
Yes, tracking numbers are provided for all orders.
What payment methods do you accept?
We accept TT, PayPal, Western Union, and credit cards.
Is payment secure?
Yes, all payments are processed through certified secure platforms.
Can I change the delivery address after ordering?
Yes, if the order hasn’t shipped yet.
Can I cancel my order after it’s shipped?
Once shipped, cancellations are not possible, but returns are accepted.
What are the shipping fees?
Shipping is free for all orders.
What should I do if there’s an issue with my order?
Contact our customer service for prompt assistance.
After-Sales Services
What is your return policy?
Free returns and exchanges within 60 days.
Do I pay for return shipping?
No, return shipping is covered by us.
Can I return damaged items?
Yes, damaged items during transit are eligible for replacement.
Do you offer repair services?
Yes, we provide free repairs during the warranty period and paid services afterward.
Can I return customized products?
Returns are accepted only if there are quality issues.
Do your products have a warranty?
Yes, we offer a one-year warranty.
Product Usage and Maintenance
How do I maintain pearl luster?
Free returns and exchanges within 60 days.
Can I wear pearls daily?
Yes, but avoid strenuous activities and high temperatures.
Can I wear pearls while swimming or bathing?
No, as chemicals can damage their luster.
Do pearl necklaces need to be restrung?
Yes, periodic restringing is recommended.
How should I store pearl jewelry?
Store separately to prevent scratches.
What’s the best way to clean pearls?
Use warm water and mild soap, then dry gently with a soft cloth.
Other Common Questions
Do you offer discounts or promotions?
Yes, follow our website and social media for updates.
Do you offer gift wrapping?
Yes, all orders come in elegant gift boxes.
Can I customize jewelry for special occasions?
Yes, we create custom designs for events like weddings and anniversaries.
Do you support wholesale or bulk orders?
Yes, please contact us for wholesale inquiries.
Do you offer loyalty rewards or points?
Yes, join our loyalty program for exclusive benefits.
Can I schedule a video consultation to view products?
Yes, we offer online consultations for a closer look.
Do you offer corporate gifting services?
Yes, we provide tailored corporate gifting solutions.
Where can I see customer reviews?
Reviews are available on our product pages and social media.
How can I contact customer service?
Reach us via email, phone, or live chat for support.