FAQ

QUESTIONS ABOUT YOUR PURCHASE

 

1. How long does delivery take, and what are your delivery charges?

Delivery times depend on the jewe you have ordered and its availability. You can contact us prior to your order via email at [email protected] to check its availability.

If the design you wish to purchase is already in stock, it will be dispatched within a day. If not, dispatch will usually take no more than 2 working days, with the exception of the rings that may require sizing (up to 10 days). You should  receive your parcel between 2 and 10 days after it has been dispatched, depending on the delivery method you select.

 

 2. How do I make a purchase?

To make a purchase, you simply have to add the item to your basket by clicking the ‘add to basket’ button on the right corner of the product page. You can then decide to proceed to checkout immediately or to continue shopping. If so, you can always check your basket by clicking on the icon at the top-right corner of the screen. Should you wish to finalise your purchases, you just have to press the ‘Checkout’ button at the bottom of the Shopping Cart page. Once you proceed to checkout, we will guide you on every step of the way to payment and confirmation data.

 

3. What payment methods do you accept?

We accept payment by credit card: Visa, MasterCard, Amex, Maestro, Electron or Solo, Paypal as well as Alma, which allows you to pay in 3 instalments. Besides this, you can always pay for all or part of your purchase with Perle de Lune gift vouchers. 

 

4. Can I order from overseas?

You can order from all over the world. Prices are displayed in Euros, USD or GBP. Please note that USD and GBP prices these are indicative prices only and you will be charged in Euros at checkout.  

 

5. How can I track my order?

As soon as we dispatch your order, you will receive an automated email with the tracking number and a link where you can track your package directly with the shipping company. Please note you can also opt in for SMS notifications. If you have created an account, you can track your package when you log in.

 

6. How do I return or exchange an item?

RETURNS AND EXCHANGES

Please contact us by email at [email protected] if you wish to return  or exchange an item within 14 days of date of delivery. We will then provide you with a Return Authorisation Number (RAN), return form and address. You have 7 days after receiving our return form to return your item.

Please do not return your item without our prior consent as the return address may vary depending on where the order was initially delivered, and your shipment may be held by Customs if sent at to an incorrect address.

You are entitled to an exchange or refund items in their original condition and packaging and which must not have been worn. We will inspect all returned items, and issue the refund of the value of the returned item(s) less shipping charges within about 2 days. Please note that our payment providers may take up to 10 days to credit your original payment method.

PERLE DE LUNE cannot refund any taxes or duties payable on orders outside of the EU.

Exchanges are possible only if the requested item(s)  is(are) available. 

We will dispatch the exchanged item only after after we receive the returned item(s) in perfect condition.

We recommend that you use a trackable delivery service for any return.

We cannot accept liability for postage fees, nor for any items lost or stolen in transit. Please note that unidentified returns will be returned to the sender and will not be refunded. Any item returned after the given time period will not be accepted nor refunded.

This returns policy does not affect your statutory rights.

If you have any questions on returns or exchanges, please send us an email to [email protected]

 

7. Will I be refunded the full value of my order?

To be accepted, the jewel you return must have been unworn, and be in a perfect condition. If it is the case, we will, for sure, refund you the full value of the item’s price. Nevertheless, bear in mind that we won’t refund you the shipping and the duty fees you paid to receive you parcel.

 

8. Is gift-wrapping available?

We want to make sure your present will be the perfect something to the perfect person. This is why we are proud to offer you gift-wrapping to celebrate any special occasion. Should you wish to enjoy this service, simply tick the gift option box below the product details before adding it to your basket. If you wish to immortalise this unique moment with a customised message, we will be more than happy to add a personalised card with your gift.

 

9. Is it possible to order one single earring if I have lost one of a pair?

In the unfortunate event of a loss, we can design and deliver one piece of your earrings, as long as we we still have a gemstone of a similar colour to your pair available in our workshop, which is often the case. In order to make the best match, we ask that you send us back the earring you have left.

The price of this order will be equal to 50% of the original price of your pair excluding shipping. We advise that you send us your item via a trackable service to the address we provide you.

10. Is Perle de Lune jewellery guaranteed?

 Our Jewellery is guaranteed for 12 months under normal use excluding accidental damage. We repair manufacturing defects for free as per our terms and conditions.

 

QUESTIONS ABOUT YOUR JEWELLERY

 

1. How do I measure my ring size?

All our rings have French sizes.

You can have your ring size measured by a  professional jewellery who will tell you a two-digit size number if you are in France. 52 for instance refers to your finger circumference in mm. If you live abroad, where sizes are measured with letters or other figures/numbers, please see our ring size chart below:

French size

British size

US size

Japanese size

50

K

5.25

10.5

51

L ½

5.75

11.5

52

M ½

6.25

12.5

53

N

6.5

13

54

N 1/2

6.75

13.5

55

O ½

7.25

14.5

56

P

7.5

15

 

If you are unable to have your ring size measured, please contact us at [email protected] 

 

2. Are the diamonds from traceable sources?

We are very careful to abide by the Kimberley Process to ensure our diamonds are sourced from conflict free zones in respect of the United Nations resolutions, which rules the embargo on diamonds from conflict zones. We expressly require perfect transparency from part of our suppliers all through the supply chain, to ensure the conflict free origin of the rough stones used in the process.

 

3. Are the gemstones from ethical mines?

All our gemstones suppliers are committed to respecting the standards of the United Nations (Kimberley process) and the the Responsible Jewellery Council in terms of provenance, traceability and lapidary work.

 

4. Are your gemstones of good quality?

Perle de Lune designer is a gemmologist, graduate from London GemA University. The diamonds we use range from colour G to H and are of VS1 purity. With coloured gemstones, we undertake a very demanding selection process with our suppliers regarding colour, purity, quality, size and polish all together, in order to provide you with the beautiful gemstones.

 

5. Are your gemstones heat treated?

In jewellery, low temperature heating practices are widely used in order to change or reinforce the colour of a semi-precious gemstone. Such practices particularly apply to citrine or aquamarine on the jewellery market. Such treatments are very stable and do not alter the crystalline structure of the gemstone so that it will keep its beauty overtime.

 

Should you have any other questions, please do not hesitate to contact our customer services department at [email protected] 

×
English