At Perla Haus, our priority is ensuring our customers love their pieces. If you're not completely satisfied, we will consider returns for unworn items on a case-by-case basis. Please note, customized items are non-returnable.

We are happy to accept returns within 14 business days from the date of receipt. For full details on our return process and policy, please refer to the information below.

For inquiries, please email us at:

hello@perlahaus.com

SHIPPING

Each of our pieces is carefully crafted with love and attention. Please allow up to 4 weeks for your order to be shipped.

Be sure to read the product descriptions thoroughly before placing an order.

RETURNS POLICY

Full-priced, non-personalized items can be fully refunded if returned within 14 business days of receiving the item, excluding shipping costs.

Items purchased during any sale are final and cannot be refunded or returned.

We do not cover shipping costs for returned items; customers are responsible for all return shipping charges. We reserve the right to deny returns, exchanges, or repairs deemed unreasonable.

Tarnishing is not considered a defect, as our jewellery can tarnish with contact with chemicals or prolonged exposure to water. Please refer to our Care Instructions for detailed care specific to your item.

Perla Haus is not liable for personal breakage, damage, or wear and tear. We clearly communicate this to all our customers.

Please note freshwater pearls used in each necklace will look slightly different and some pearls can be imperfect.

EXCHANGES

Our system does not support exchanges. If you wish to return an item and receive a different one, you must return the original item according to the return terms, and place a new order through our website.

RETURNS PROCESS

To initiate a return, please email us and arrange the return within 14 business days of receiving item.

Be sure to provide your full name and order number in the return request.

The item must be returned in its original, unworn condition and in its original packaging. Perla Haus reserves the right to refuse a return or refund if the product is not in its original condition.

For international returns, please indicate on the consignment note that the product is being returned to avoid any customs duties or taxes.

It is the customer’s responsibility to ensure the item is safely returned. We are not responsible for lost or damaged items during shipping. Please securely package your item, using bubble wrap or padding, and ship with tracking.

Returns will be processed within 2-3 business days once received. If you’re unsure whether your return has arrived, check the tracking information from the courier service. We are not responsible for lost items in transit, so please keep a record of the tracking number.

WARRANTY

Perla Haus offers a 3-month warranty against manufacturing defects and workmanship. The warranty will be void if the product has been misused or altered by the customer.

FAULTY ITEMS

While we carefully inspect all our items, occasionally a defect may go unnoticed. Wear and tear from normal use is not considered a manufacturing defect. If items are not cared for properly, they may tarnish or break. Our handcrafted necklaces require special care, including:

Avoid pulling on them

Keep away from saltwater, chlorine, and chemicals

We cannot accept returns for tarnished jewelry resulting from wear or exposure to chemicals like perfume, moisturizers, hair products, or skincare. For proper maintenance, use a polishing cloth after each wear to prevent tarnishing.

Please ensure you read our care instructions before making a purchase. We cannot accept returns if, in our judgment, the item has not been cared for according to the instructions provided.

VARIATION IN JEWELLERY

Please note that some of our pieces are handcrafted and may slightly differ from the product images. We do not take responsibility for minor variations.

REPAIRS

For any repair requests, please contact us at hello@perlahaus.com to determine if we can accommodate the repair and inform you of any associated charges. Customers are responsible for shipping charges related to repairs.

Perla Haus would like to remind customers that our jewellery is precious and should be cared for accordingly.