After-Sales Care & Repair Support
Pearl jewelry is made to be worn, cared for, and enjoyed over time. Pearlivo provides a 12-month craftsmanship warranty for eligible manufacturing or assembly defects and offers ongoing paid repair support after the warranty period whenever a repair is reasonably possible.
This page explains the difference between a return, an arrival-condition issue, a warranty claim, and a repair request. It should be read together with our Refund Policy and Pearl Care Guide.
Choose the Right Type of Support
| Situation | How Pearlivo handles it |
|---|---|
| You changed your mind, prefer another style, or the piece does not suit you | Follow the voluntary return terms in our Refund Policy, including the 48-hour request period for eligible change-of-mind returns. |
| The wrong item arrived, the parcel arrived damaged, or the piece appears defective on arrival | Contact us promptly with your order number and clear photographs. These issues are reviewed separately from a change-of-mind return and are not limited by the ordinary 48-hour appreciation period. |
| A clasp, chain, post, connector, setting, stringing, or original assembly fails during normal wear within 12 months | Submit a craftsmanship warranty request for assessment. If the issue is confirmed as covered, Pearlivo will repair the piece or provide another appropriate remedy where repair is not reasonably possible. |
| The piece needs maintenance after 12 months, or the damage resulted from wear or an accident | Pearlivo may offer a paid repair, restringing, or component-replacement service after reviewing the piece. Fees, shipping, materials, and timing will be confirmed before work begins. |
12-Month Craftsmanship Warranty
The warranty begins on the confirmed delivery date and applies to the original purchaser of an eligible Pearlivo item.
It covers verified defects in the original workmanship, assembly, or supplied jewelry components under normal use. Depending on the construction of the piece and the availability of compatible materials, covered issues may include:
- clasp failure;
- chain failure unrelated to pulling, impact, or improper use;
- loose or failed jump rings and connecting components;
- ear-post or earring-back defects;
- setting or mounting defects;
- premature failure of the original stringing; and
- another defect directly caused by the original craftsmanship or assembly.
Coverage is determined after assessment. When a claim is accepted, Pearlivo will repair the affected component at no charge whenever reasonably possible. If repair is not possible, we may offer component replacement, item replacement, or another remedy appropriate to the circumstances and applicable consumer law.
What the Warranty Does Not Cover
The craftsmanship warranty does not cover:
- normal wear and tear;
- surface scratches, abrasions, dents, stretched components, or plating wear that develops through use;
- damage caused by dropping, impact, pulling, crushing, bending, snagging, or misuse;
- damage caused by swimming, showering, prolonged moisture, heat, ultrasonic or steam cleaning;
- damage caused by perfume, cosmetics, skincare products, chlorine, household cleaners, or other chemicals;
- loss, theft, or unexplained disappearance of the jewelry, pearls, gemstones, or components;
- repair, resizing, restringing, alteration, or modification performed by an unauthorized third party;
- second-hand purchases or purchases from an unauthorized seller; or
- differences that are inherent to cultured pearls rather than defects in craftsmanship.
Nothing on this page limits rights that cannot legally be excluded under the laws applicable to the purchase.
Natural Pearl Characteristics Are Not Defects
Cultured pearls are organic gems formed inside living mollusks. Differences in shape, surface texture, growth marks, body color, overtone, orient, size, and reflection are natural and may vary between individual pearls.
These characteristics are not manufacturing defects by themselves. They are different from a broken clasp, failed connection, loose setting, incorrect item, material misdescription, or other verified workmanship problem.
If you believe the item materially differs from its product description, contact us so that the concern can be reviewed on its own facts.
Repair and Restringing Services
Pearlivo can assess the following services for Pearlivo jewelry:
- clasp replacement;
- chain repair or replacement;
- ear-post and earring-back replacement;
- jump-ring and connector replacement; and
- pearl necklace or bracelet restringing.
Service availability depends on the original construction, the condition of the pearls, and the availability of compatible parts and materials. Damaged pearls usually cannot be repaired. If a suitable replacement pearl may be available, we will explain the expected visual differences and cost before proceeding.
Repairs covered by the 12-month craftsmanship warranty are provided without a repair fee. Repairs involving normal wear, accidental damage, missing materials, customer-requested changes, or requests made after the warranty period may require payment for labor, materials, and shipping.
We will not begin a paid repair until you have received and approved the proposed scope and estimated cost.
How to Request Warranty or Repair Support
Please contact Pearlivo through the online chat on our website or use the WhatsApp contact option on our Contact Us page. Please provide:
- your order number;
- the name of the item;
- a clear photograph of the complete piece;
- close-up photographs of the affected area;
- a short explanation of what happened and when you first noticed it; and
- your current shipping country.
Please do not send jewelry to any address before receiving written instructions and return authorization from Pearlivo.
We will first assess the photographs and order information. If the piece needs to be inspected in person, we will provide the approved return address and packaging instructions. After inspection, we will confirm whether the request is covered, whether repair is possible, any applicable fees, and the estimated turnaround time.
Repair times vary according to the type of work and the availability of suitable components. We will provide an estimate before approved work begins rather than promise the same completion time for every repair.
Shipping for Warranty and Repair Requests
All jewelry sent for assessment or repair must use a trackable shipping service. High-value pieces should also be appropriately insured. The customer remains responsible for the parcel until it is received at the authorized return location.
Unless applicable law requires otherwise:
- customers are responsible for shipping the jewelry to the authorized assessment or repair location;
- if a claim is confirmed as covered by the 12-month craftsmanship warranty, Pearlivo will cover standard return shipping of the repaired or replacement item to a United States address;
- for non-warranty work, normal wear, accidental damage, or paid repairs, the customer is responsible for inbound and outbound shipping; and
- international shipping, customs documentation, duties, taxes, brokerage fees, and insurance will be reviewed case by case before the repair is authorized.
If an item arrived incorrect, visibly damaged, or defective, contact us before arranging any shipment. Shipping responsibility for an accepted arrival-condition claim is handled separately under our Refund Policy and applicable consumer law.
Packaging Jewelry for Repair
Pearls can be scratched by metal components and harder gemstones. When returning an authorized piece:
- place it in a rigid protective jewelry box;
- prevent clasps, chains, posts, and metal components from rubbing against pearl surfaces;
- keep strands supported rather than tightly folded;
- prevent the piece from moving freely inside the package;
- include the order number or repair authorization reference; and
- place the jewelry box inside protective outer packaging suitable for the journey.
Pearlivo may be unable to accept responsibility for additional damage caused by inadequate packaging or an unauthorized return method, except where applicable law provides otherwise.
Third-Party Repairs and Modifications
Please contact Pearlivo before another jeweler repairs, restrings, resizes, solders, replaces, or modifies a Pearlivo piece. Third-party work can change the original construction and may prevent us from determining whether a later issue arose from Pearlivo's workmanship.
Damage caused by third-party repair or modification is not covered by the craftsmanship warranty. We may still assess whether paid support is possible, but we cannot guarantee that an altered piece can be restored.
Caring for Your Jewelry Between Services
Correct care reduces avoidable damage but does not replace professional assessment when a component becomes loose or the stringing begins to stretch or fray.
Review our Pearl Care Guide for cleaning, drying, storage, chemical exposure, and strand-inspection guidance. Stop wearing a piece if you notice a loose clasp, bent post, open connector, unstable setting, stretched thread, darkened thread, or visible fraying, and contact us before the condition worsens.
Our Approach
Pearlivo's goal is to distinguish clearly between an original craftsmanship issue, natural pearl character, normal wear, accidental damage, and routine maintenance.
We will not describe every change that occurs during wear as a defect, but we will assess Pearlivo jewelry honestly and explain the available options before repair work begins.