GENERAL INFO

  • What is Timeless Pearl?
    • Timeless Pearl is an online marketplace for real pearl jewelries. We partner with top pearl farms in industry to give our members access to a wide selection of high quality pearl jewelries at deeply discounted prices. Instead of allowing our partner farms sending you directly jewelry, we receive jewelries in our warehouse in California and supervise jewelry quality for each piece before sending to you. If the pearl quality doesn’t match our high standard grading system, we would return products to our partner farms. In this way, we are able to make sure that you would receive the best of the best.
  • How is Timeless Pearl able to offer such great prices?
    • We work directly, and only work with top pearl farms in pearl industry. All our partner farms have 20+ handcrafted pearl jewelry making experience. In this way, we give our members access to a wide selection of high quality merchandise at affordable prices, and to pass the savings directly to you.
  • How do I shop Timeless Pearl jewelries?
    • We partner with top fashion and lifestyle platforms, fine jewelry stores, and clothing stores to give our members access to a wide selection of pearl jewelries. You will find our fashion low grade pearl jewelries in clothing stores, fine pearl jewelries in find jewelry stores, and most pearl jewelries are available on our website.
  • What is the difference between the merchandise offered at Timeless Pearl and other marketplace?
    • We have direct partnership with top pearl farms with more than 20 years of good reputation, and also we keep the strict industrial standard of pearl grading system of top farms to grade our pearls. The way we grade our pearls have 7 different elements, which is the highest standard grading system in industry. If the pearl quality doesn’t match our high standard grading system, we would return products to our partner farms. In this way, we are able to make sure that you would receive the best pearls.

ABOUT OUR SALE EVENTS

  • How do I learn about Timeless Pearl sale events?
    • Please subscribe our newsletter, and follow us on Facebook. We will post our sales events one week in advance.
  • What does it mean when an item is made to order?
    • High quality big pearls are precious gift of nature, and the resources are very limited. We need to make sure that we have a similar size and quality pearl to make you satisfied.

ORDERS

  • How do I check my order status?
    • You will be notified via email for each step of your order status: The first email for your order information, second email for shipping information with tracking code, and the third email with the delivery notice. We aim to process orders within 1-7 business days of receiving them. Orders are processed Monday to Friday (10am to 4pm, GMT-8). Product availability, payment issues and special requests can occasionally cause orders to be delayed. In any case, you should have received a second email from us within 7 business days. For any reason you have not, or any questions you have, please send us an email (support@timelesspearl.com) with your order number, and we’ll get back to you as soon as possible.
  • When could I expect the tracking number of my order?
    • We aim to process orders within 1-7 business days of receiving them, so normally you would receive the tracking number of your order within 7 business days. Orders are processed Monday to Friday (10am to 4pm, GMT-8). Product availability, payment issues and special requests can occasionally cause orders to be delayed. In any case, you should have received a second email from us within 7 business days.
  • Can I cancel or modify my order?
    • You can cancel or modify your order or update your shipping address within 2 hours from the time it was placed. If it’s an add-on please see the next question. Give us a call or send an email to our support team for any change: support@timelesspearl.com.
    • Please note: Not all items are available for cancellation.
  • Can I make an add-on item after placing an order?
    • You can add items to your existing order within 2 hours from the time it was placed. Please apply the coupon code “Add-on” on check-out page, so that we do not charge you shipping fees again. Please be attention to put your previous order number in “order notes” so that we could find your initial order.
  • What payment types are accepted?
    • We accept Visa, MasterCard, American Express, and Discover cards issued within Canada, Australia, and the United States, and PayPal.
  • Does Timeless Pearl charge sales tax?
    • We are thereby required by state law to collect sales tax on any order shipped to your state. If you have any further questions or concerns, please contact your state Department of Revenue. You may also visit: http://statelaws.findlaw.com/tax-laws/
  • I have a promo code. How do I use it?
    • During checkout, you will see the “Coupon Code” field. Enter your code and click “APPLY COUPON”.

SHIPPING & RETURNS*

  • What are the domestic shipping rates?
    • Free shipping is applied to domestic orders over $50. Items over 5lbs excluded. For orders under $50, the shipping rate is $5.95. Incremental charges may apply for additional weight and size.
  • What are the international shipping rates?
    • Shipping rates start at $10.95 for Canada, France, Germany, United Kingdom, and $22.95 for Australia, UAE and Saudi Arabia. Incremental charges may apply for additional weight and size.
  • How long does it take to receive my order?
    • For Timeless Pearl, shipping times depend on the item’s original location and delivery process:
    • Ships in 1-7 days
      • Items within this shipping timeline (with “In-Stock” indication on product page) will ship directly from Timeless Pearl warehouse within 7 business days.
    • Ships in 2-5 weeks
      • Items from some made or order or flash sale events are shipped from the farms to Timeless Pearl after the event ends. As shipment times vary for each farm, please expect your order to ship in 2-5 weeks. Once it arrives, we’ll package it and ship it off to you.
  • Where can my items be shipped?
    • We currently ship to the U.S. and Canada, Australia, France, Germany, UAE, Saudi Arabia, Singapore and United Kingdom. Please note that we are unable to ship to PO boxes or APO/FPO addresses.
  • What items are returnable?
    • Unless notices on shopping cart or made to order items, most of our products are to be accepted for return. Prepaid return label is included in your package for U.S. customers. Jewelry must be unworn, free of damage. Jewelry that has been customized or altered any way cannot be returned or refund. Timeless Pearl reserves the final right to determine jewelry that can be refund.
    • For all returns, please send an email to support@timelesspearl.com
  • How long do I have to make a return?
    • You now have 30 days from the date of shipment to make returns on eligible items.
  • How long does it take to process a return?
    • Returns to Timeless Pearl office after receiving a confirmation email with return label from support@timelesspearl.com, and you’ll receive credit back to your original method of payment or as a site credit to enable you to order next time. Returns by mail using our return label take 7-10 business days to receive and 1-5 additional days to process through our Returns Center. Returns without our return label can take longer to process.
  • Do I have to pay for return shipping?
    • The return-shipping fee is the same as your original shipping fee. We’ll automatically deduct the fee from your refund.

ACCOUNT

  • How do I reset my password?
    • To change your password, simply click “Account” in the top menu bar. Under the “My Account” tab, you’ll see the “Edit your Password” section. Enter your new password, confirm, and click “Update My Password”.
  • I forgot my password. What do I do?
    • Don’t worry, we’ve got you covered! Simply click “Sign In” at the top of this page and then select “Forgot Password?” when prompted. We’ll email you a link to reset your password.
  • How do I add or update my shipping, billing address or payment method
    • To update your information, simply click “My Account” in the top menu bar. Under the “My Account” tab, you’ll see the “Edit your password and account details” link. Update your information, and click “Save Changes”.
0

Start typing and press Enter to search