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 741 800 or e-mail us at lovepearls@jerseypearl.com we’re here to help you find what you need.

UK Mainland and Jersey

Free 1-2 working day courier service.

Order before 2pm Monday to Friday for delivery within two working days.

Further afield in the UK

£9.50 Royal Mail service, which can take up to two days.

Includes the Channel Islands (except Jersey), Scottish Highlands, Isle of Man, Northern Ireland and the Scilly Isles.

International Delivery

£15 Worldwide, Royal Mail delivery service
5-7 Working days

Most international orders use the Royal Mail’s Tracked and Signed 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.​

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 Jersey Pearl jewellery – subject to proof of purchase, normal use and wear and tear.

  • Any item that breaks within 6 months 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.

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.

For items purchased in Jersey Pearl stores 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 guaranty an exchange or credit note.

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.

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.

This is the result 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, pearl dulling or breaking off 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 been exposed to perfume or any other solvent. This would void the warranty. Find out more about how to care about pearls.

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 personal shoppers work closely with the Jersey Pearl workshop for any bespoke enquiries or sizing requests.

We love to create all kinds of pearl jewellery – from scratch or mend and make better. Find out more about our restringing, sizing and alteration and repairs services here.

Each Jersey Pearl piece is guaranteed for two years. 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.

If your jewellery needs repair within two years from the date of purchase, please follow the returns procedure outlined in the returns & exchange section above.

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 Jersey Pearl workshop for any bespoke enquiries or sizing requests.

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 Jersey 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 single earring (only valid on silver and available line. Discontinued/gold lines will be considered but cannot be guaranteed). 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.​

LOST AN EARRING BACK?

We can replace lost earring backs with excellent quality sterling silver Silicone Pressure Backs. These are available for £8 a pair.​

For more information on these Little Extra benefits, please refer to our Terms and Conditions.

To contact our Customer Care Team please email lovepearls@jerseypearl.com or call 01983 741 800
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