Shipping policy

Last updated: October 5, 2026

At Pearlivo, we take care to prepare and package every order securely before it begins its journey to you. This Shipping Policy explains order processing, estimated transit times, tracking, delivery issues, customs, and related responsibilities.

Delivery times are estimates rather than guaranteed arrival dates unless expressly stated otherwise. Nothing in this policy excludes, restricts, or modifies any right or remedy that cannot legally be excluded under applicable consumer law.

Order Processing

Orders are prepared for shipment after payment has been confirmed. Most standard in-stock orders are normally processed within 7 days, unless a different timeframe is shown on the product page or communicated for the order.

Processing time is separate from carrier transit time: processing time + carrier transit time = estimated total delivery time.

Processing may take longer during launches, holidays, peak periods, severe weather, or unusually high order volume. If a material pre-shipment delay affects an order, Pearlivo will make reasonable efforts to contact the customer.

Customized Items

Made-to-order, personalized, engraved, resized, restrung, modified, or specially matched jewelry may require additional preparation. The expected preparation timeframe will be shown or communicated where available. Carrier transit time begins only after the completed item is dispatched.

Shipping Destinations

Pearlivo currently serves customers in North America, the European Union, Australia, and New Zealand. The destinations and shipping methods actually available for a particular order are those displayed at checkout. A configured carrier or shipping zone does not by itself guarantee that checkout is available for every country or destination within these regions.

Shipping availability may change because of carrier availability, product or package restrictions, regulations, or current logistics conditions.

Rates

Shipping rates and available methods are displayed at checkout. Depending on the destination and order, checkout may offer Standard, Express, or other available methods, and qualifying orders may receive free Standard shipping when that option is displayed. The checkout result controls because eligibility, rates, and available methods can depend on the order and destination.

Estimated Delivery Times

Estimated carrier transit times begin after the parcel has been handed to the carrier. They do not include order processing or preparation time and are not guaranteed delivery dates unless the selected service expressly provides a guarantee.

Transit may be affected by customs processing, carrier disruption, weather, holidays, security inspections, strikes, natural disasters, inaccurate delivery information, or seasonal volume.

Tracking

Where tracking is available, Pearlivo will provide tracking information after dispatch. Tracking may take time to activate after a label is created or the parcel is first collected. A lack of recent tracking updates does not by itself mean that a parcel is lost.

Signature / Delivery Controls

Depending on order value, destination, risk assessment, and carrier requirements, a shipment may require signature confirmation, identity verification, insured shipping, secure collection, or another delivery control. These controls do not apply to every order.

Address Accuracy

Customers should provide a complete and accurate recipient name, street address, unit number, city, state or province, postal code, country, and telephone number where required. Contact Pearlivo promptly if an address needs correction.

Once an order enters fulfillment or is dispatched, a change may not be possible. Reasonable actual costs caused by a customer-supplied incorrect or incomplete address, including redirection, return, delay, or reshipping costs, may be charged where legally permitted, except where applicable law provides otherwise.

Customs & Duties

Unless checkout specifically states that duties and taxes are included or collected, the recipient is responsible for any import duties, VAT or GST, brokerage fees, and local customs charges. Pearlivo does not currently offer a general duty-reimbursement or tax-refund promise.

If you pay import duty on a Pearlivo order, contact us with the official payment receipt. After verification, Pearlivo will provide a US$15 discount code with no minimum purchase requirement for your next purchase. This code is a future-purchase benefit and is not a refund or cash reimbursement of the tax paid.

Not every shipment is delivered-duty-paid, and these charges are separate from Pearlivo's product and shipping prices. Treatment may vary by destination and checkout configuration.

Customs Delays

Customs authorities may inspect, hold, or request information about a shipment. These processes are outside Pearlivo's reasonable control and can extend the estimated transit time. Pearlivo will provide reasonable order or shipment information where appropriate, but cannot guarantee a customs-release date.

Refused Deliveries

Refusing delivery does not replace the return authorization procedure in our Refund & Return Policy. Where a refused parcel is returned, reasonable actual outbound, return, customs, or carrier costs may be deducted from any otherwise available refund where legally permitted. This does not remove mandatory consumer rights.

Unclaimed Packages

If a parcel is not collected or accepted and is returned to Pearlivo, we will assess the order after receipt. Reasonable actual logistics costs may be charged or deducted where legally permitted. Reshipping may require payment of additional shipping costs. Mandatory legal remedies remain unaffected.

Delayed Shipments

A parcel that arrives after its estimate or has a temporary tracking gap is delayed, not automatically lost. Contact Pearlivo if tracking remains unchanged for an unusual period or the carrier estimate has materially passed. We may allow reasonable time for carrier updates and investigation while honoring any delivery rights required by applicable law.

Lost Packages

A package is treated as lost only after the available evidence and, where appropriate, the carrier's investigation support that conclusion. Pearlivo may ask for reasonable cooperation and documentation. If a shipment is confirmed lost, Pearlivo will provide the remedy required by the circumstances and applicable law. Carrier involvement does not exclude Pearlivo's non-excludable obligations to the customer.

Delivered-but-Missing

If tracking shows Delivered but the parcel cannot be found, please promptly check with household members, concierge, reception, mailroom, and neighbors where appropriate; review any delivery photo or safe-place notice; and contact the carrier. Then contact Pearlivo with the order number and relevant details so the matter can be assessed.

A Delivered scan is relevant evidence but does not create an absolute exclusion of responsibility. Pearlivo may request reasonable cooperation with a carrier or delivery investigation, subject to applicable consumer law.

Shipping Damage

Please inspect the parcel and jewelry promptly after delivery and before discarding packaging. We strongly recommend reporting visible shipping damage within 72 hours of confirmed carrier delivery with the order number and clear photographs of the item, parcel, labels, and packaging.

Prompt reporting helps preserve evidence and support a carrier investigation. The 72-hour recommendation does not extinguish statutory rights concerning faulty, damaged, unsafe, or misdescribed goods.

48-Hour Appreciation Integration

For eligible items, the 48-hour Jewelry Appreciation Period starts from confirmed carrier delivery. The complete eligibility, timing, authorization, and remedy rules are governed by the Refund & Return Policy, which is the source of truth for returns.

Pearl Jewelry After Delivery

Inspect pearl jewelry first, keep the tamper-evident return tag attached and intact, and do not begin extended wear before deciding whether to keep the item. Removing or tampering with the tag may affect a voluntary change-of-mind return but does not eliminate valid authenticity, incorrect-item, manufacturing-defect, or non-excludable legal claims.

After deciding to keep the item, follow our Jewelry Care & Service guidance. Damage caused after delivery by wear, impact, chemicals, unsuitable cleaning, or improper storage is distinct from an original defect.

Incorrect Items

If Pearlivo sends an incorrect item, contact us promptly and before extended wear. Keep the item, packaging, and return tag in their received condition where reasonably possible. Pearlivo will provide appropriate instructions and a remedy consistent with the order and applicable law.

Split Shipments

An order may be sent in more than one parcel when items have different preparation requirements or logistics make separate dispatch appropriate. Separate tracking information may be provided. A partial delivery does not necessarily mean that the remaining item is missing.

Order Changes

Contact Pearlivo promptly to request an address, item, or cancellation change. We will try to assist, but cannot guarantee a change once processing, customization, or dispatch has begun. Any mandatory cancellation or consumer right remains unaffected.

Force Majeure

Pearlivo is not responsible for delay caused by events outside its reasonable control, including severe weather, natural disaster, epidemic, war, civil disturbance, government action, carrier network failure, strike, customs action, or infrastructure disruption. This clause does not exclude rights or obligations that applicable law does not permit us to exclude.

Relationship to Other Policies

Returns, the appreciation period, return tags, and refunds are governed by the Refund & Return Policy. Jewelry wear, storage, and care information is provided in our Jewelry Care & Service guidance. If a mandatory law gives the customer more favorable rights, that law controls.

Consumer Rights

Nothing in this policy is intended to exclude, restrict, or modify statutory delivery rights, remedies for faulty or misdescribed goods, mandatory refund rights, consumer guarantees, or any other right that cannot legally be excluded. Where applicable law provides more favorable protection, that protection applies.

Our Approach

Our goal is to communicate realistic processing and transit expectations, package pearl jewelry carefully, provide useful tracking and investigation support, and address delivery problems fairly. We use checkout and carrier information as current operational evidence while preserving the consumer protections required by law.