We operate a “no-quibbles” guarantee,  which means that if for any reason you are unhappy with your purchase, simply return it to us in its original condition within 30 days from date of delivery. We will issue a full refund for the price you paid for the item.
If customers choose wrong size/color/style by themselves, the exchange or refund will also be offered if strongly required. But customers should pay for the shipping fees forth and back.

Buyer is responsible for all return shipping charges.  The shipping fee will be deducted from products fee. And for customized items requested by customers, we should discuss seriously before arranging the returning.  Because such items are usually copy-right protected and can not be re-sold to other customers.

All returned items must be requested by e-mail/tickets no later than 15 working calendar days after receiving the product.

Please carefully read and follow the below simple instructions:

(1) Contact our Customer Service department by writing an e-mail to sales@PearlsATPearls or submitting a ticket to request authorization or simply report it before returning.

(2) Customers should give us detailed information about the questions or problems you have in details, if necessary please send us close-up pictures as evdience. Return cost by post office way should be offered for reference if due to our mistake.

(3) Please kindly keep the complained items until having the final solution, and do not throw away freely.

(4) All returned items should maintain our original packing conditions and be packed well to avoid any damage, if the returned items are in a mess; PAP reserves the right to refuse the parcel or not refund the product fee of broken pieces.

(5) Please kindly mark the parcel as “Returned Samples” and write the value less than $30USD. For any special order, please contact us for further discussion.

(6) For those items accepted by certain considerable discount, PAP will not refund the pre-paid shipping cost.

(7) If the faulty items were returned without confirming the Return shipping Cost in advance, customer part should take the responsibility for returning cost or Gets has the right to refuse the parcel.

Should you need more information, please feel free to contact us at Tel : 86-18931688048 or Submit a support ticket and we will get back to you as soon as we can.

Generally, all orders need to be processed with many steps by different departments until you receive them, such as order-processing department, financial department, assignment department, purchase department, quality control department, logistics department etc. We will try our best to do a good job, thus our customers can receive the goods with satisfaction.
But sometimes mistakes might happen due to some staff’s carelessness or transport problem, we have been always trying our best to improve our management and service, as well as other aspects.
If you receive the goods that has problem, please contact us by submit a ticket.

Important Notice:
Once you receive the packages, please check with the below points for attention:

1. Package Checking: Please confirm if the quantity of arrival packages is same as the shipment bill write and the integrality of the packages, do not sign for if there is any problem;
2. Goods Checking: Please check the goods once you receive them, referring to packing list in each carton;
3. Valid time for Complaint: Please make sure to submit your complaint within 7 days after you receive the goods, if exceed 7 days we are unable to deal with the problem for you.

When you submit the complaint, in order to save time for a quick solution, please advise us what the detail problem is and advise us the detail quantity, also clear pictures of all the imperfect items once time. Sorry for the inconvenience of you collecting these necessary information:

When you submit the complaint, to save time for a quick solution, please advise us the problem and quantity of faulty products in detail , also clear pictures of all the imperfect items once time. Sorry for the inconvenience to you.
1. Quality Problem: If the goods you received have quality problem, please kindly advise us details, including exact quantity of unqualified items and close-up pictures to show the problems.
2. Color Differences: If the items you received are in wrong color, please send us clear pictures for our checking and advise us quantity at the same time.
3. Wrongly-sent items: If you receive wrong goods, we will much appreciate it if you can send us close-up pictures by below forms:
All received ones together with our original packing label.
Several pieces listed separately for closer inspection.
Then we will check the problem, and give the best solution to you.
4. Quantity Problem: If the quantity of items is less than what you ordered, please advise us the specific quantity you received by close-up pictures with scale (the weight of single piece and total weight of this item), then we can check further with the weight information.
5. Size Problem: If the goods you received are in wrong size, please send us pictures of the items together with calipers or ruler to show the size you received.

6.Packing Problem: If the goods are not packed as your request, please advise us the item number you referred to together with a picture for our checking.
7.Broken Goods: If the goods arrived in broken status, please check and confirm the quantity, then send us close-up pictures for checking. We can refund you accordingly once confirmed.
8.Missing: If you did not receive an item or some items, please kindly check if they are lost in the corner of the box,  mix up with other items, or mis-packed in wrong boxes; if not, please kindly advise us the total weight you received and show us pictures of the packing list.
Warmly Reminder: 

For all complaint issues in processing status, if we can not receive reply or confirmation for our suggested solutions over one month, we will close the complaints and think that customers have agreed with our suggestions, hope you can kindly understand.

For items that need to be returned and remade, please kindly be noted that we just can re-arrange the production after received the returned parcel.

For taking pictures, please kindly try to help us to take pictures for checking if needed. We will much appreciate for your time and cooperation.
Complaints in below conditions are not acceptable:

1.   Length & Quantity:  the difference is within 3% of the total length or the total complained items’ cost is within $3.

2.Breaking & Abrasion:  the total quantity is less than 3% or the broken ones cost less than $3.

(1) For glass or other fragile items, the ratio is within 5% and understandable amount is within $5.

(2) For beads in strands, we do not accept complaints if the beads in any case fall off from string during international transportation under the condition of the goods can be used normally.

3.Size: for items in size 4~10mm, the acceptable difference range is within 0.5m, for the items in size in 10mm or more, the permissible difference is 1mm.

4.Time limit:  all problems should be forwarded within 7 days after receiving.

We welcome customers to submit any feedbacks concerning our products and we will do best to improve upon your kindly help.

If the items you received have problems and be accepted to return, please contact our service staff about the invoice value. they will give you advise of how to write the invoice. at the same time, please follow our advise, for we may need to pay more money for import.
If our staff have advised the invoice content but you did not follow,  the extra money for import will be shouldered by your side.