Refund policy

At Pearl Atelier, we want you to love your purchase. Our policy is designed to be fair while protecting the integrity of our handmade, high-quality pearl jewelry. Please read this policy carefully before placing an order.

1. Return Window and Eligibility

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

  • You may request a return or refund within 14 calendar days of the delivery date (the “Return Window”).
  • To be eligible, the item must be:
    • Unused and in the exact condition received.
    • In its original packaging, including all tags, protective materials, gift box, and microfiber cloth.
    • Accompanied by proof of purchase (order confirmation or receipt).
  • No returns are accepted after 30 days from delivery under any circumstances.
  • Returns are subject to inspection upon receipt. Items showing signs of use, wear, damage, or alteration will not qualify for refund or exchange.
Important Note on Pearls and Natural Variations

Pearls are organic gems with natural variations in size, shape, luster, color, and surface characteristics. These are inherent to each piece and not considered defects. Minor differences between photos and the actual item do not qualify for return.

2. What Is Eligible for Return/Refund
  • Standard returns within the 14-day window for change of mind (subject to conditions above).
  • Defective or damaged items upon arrival (contact us immediately; see Section 6 for damaged shipments).
  • We do not accept returns for:
    • Custom/personalized items (if applicable).
    • Items damaged by misuse, improper care, exposure to chemicals, or normal wear.
    • Hygiene-related items (e.g., earrings, if pierced).
3. Refunds
  • Once your return is received and approved after inspection, we will notify you by email.
  • Approved refunds will be processed to your original payment method within 10–14 business days (processing times vary by bank/credit card issuer).
  • Shipping costs (original outbound and return) are non-refundable.
  • If a refund is approved, we will deduct return shipping costs (if paid by us) or any loss in value from the refund amount.
  • Late or missing refunds: First check your bank/credit card statement (refunds can take time to post). Then contact your bank or card issuer. If still unresolved, email us at pearlatelier@mail.com.
Gifts
  • If marked as a gift and shipped directly to the recipient: A gift credit (store credit) for the full value (excluding shipping) will be issued upon approval.
  • If not marked as a gift or shipped to the purchaser: Refund goes to the original payer.
4. Exchanges
  • We replace items only if defective, damaged upon arrival, or for the same item (e.g., due to manufacturing issue).
  • To request an exchange, email us at pearlatelier@mail.com with photos/details.
  • Send the item to: Pearl Atelier, Shlomo Lavie 5, #5, Haifa, 2626124 Israel.
  • Buyer is responsible for return shipping. We cover outbound shipping for the replacement (where feasible).
  • Exchanges are subject to availability.
5. Order Cancellations
  • Cancellations are accepted only before the item has shipped.
  • Once shipped, the order cannot be canceled—please use the returns process instead.
  • To request cancellation, contact us immediately via the Contact form or email pearlatelier@mail.com
6. Taxes & Pricing
  • Israel purchases: Prices include VAT.
  • International (including US): We ship DDP where possible for seamless clearance. Any additional fees (e.g., local taxes not prepaid) are the buyer’s responsibility.
7. Need Help?

For any questions about returns, refunds, exchanges, or cancellations, please contact us via the Contact form or email pearlatelier@mail.com. We respond promptly and will guide you through the process.