POLICIES AT PEARL PROMISES
Because We Care
We founded Pearl Promises with one goal in mind: giving our customers a fair, rewarding and enjoyable shopping experience. We conduct business according to the same values, knowing that better service equals loyal customers. Our store policies are detailed below. Please have a look and feel free to contact us if you want to learn more!
OUR PAYMENT POLICY
Kindly ensure that all fields are completed before check out. The postage fees are fixed and include handling fees, however you will be taxed 2.9% for payment via PayPal. We accept these payment methods:
A confirmation email and invoice will be sent to you after you have checked out.
OUR SHIPPING POLICY
All orders will be shipped out within 5 working days of purchase date, to the best of our ability.
An email with your Tracking Reference Number will be sent to notify you once your order has been shipped.
We are happy to share that for all orders above SGD100, standard shipping is free! If you would like to get your parcel earlier, we do offer an Express Shipping option at a fixed rate:
Standard Shipping (5-7 working days) for orders below SGD100 - SGD 5
Express Shipping (Next day delivery) - SGD 20
RETURNS AND REFUNDS
As the products that you purchase at Pearl Promises are beautifully unique and completely customized by you, we have a strict no return and refund policy.
We apologize for letting this product slip through our quality checks. If you are looking to return a defective item or received an incorrect item, please email us immediately at firstname.lastname@example.org. We will get back to you as soon as we can.
For returns on defective products:
Please do provide us with (1) your order number and (2) clear pictures of the issue in your email so we can get this sorted for you.
For incorrect items sent to you:
Please do provide us with (1) your order number and (2) the product code and color details of the wrong item received in your email. Please note that the incorrect item should be in their original condition. Please also note that we will only be able to address incorrect and defective issues on items made directly from pearlpromises.com.
We recommend you use a trackable shipping service so as to ensure your return parcel reaches us. You will receive an email notification once we receive your return parcel.
Warranty will vary, depending on the item. You have a 30 day warranty on damaged or defective items, effective from the date of receiving your item(s).
We guarantee every Oyster will have a Pearl in them. We will only look into issues where:
1. the Pearl found in the Oyster is of the wrong colour (for personalised pre-order only);
2. Pearl Charms are of the wrong design, have been damaged or have a defect.
If you received an item that is incorrect, damaged or defective, you must email us within 48 hours upon receiving the damaged item. If damage is covered by our warranty, you will need to ship items back within: 5 working days of delivery.
Buyers are responsible for return shipping costs. Pearl Promises will be responsible for shipping replacement items back to you.