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FAQs

Who runs carlapearls.com?

Carla Pearls is an online specialty shop owned by Carla Jewellery UK Ltd. We are based in London, United Kingdom. We are dedicated to offer you well designed high quality freshwater pearl jewellery at affordable prices.

How to order on your website?

- Goods are easy to order, just by adding them to the basket as you go along, as soon as you wish to complete the order just click "check out" the follow the instructions
- All card transactions are processed by PayPoint, which is a leading credit/debit card processing company. Besides working with thousands of online shops, PayPoint also provides services for most of the high street shops in UK and Ireland. - You can also choose to use PayPal if you like. The invoice is generated for you through our company PayPal account and you only need to login in to your account on the interface and click "pay". It is very straightforward.
- All transactions are confirmed by e-mail so that you know that we have received your order.
- All orders are dispatched on the same or next working day; and if the order is placed on an item that is temporarily out of stock, the item is usually dispatched between 10 - 15 working days. We will first notify you by email or phone of an approximate delivery date within 24 hours; then another email notification will be sent to you when the item is on its way.

Can I order from abroad?

We welcome any orders from abroad. Currently, we charge a fixed oversea delivery fee of ?10.00 to any countries outside the UK for orders below ?80. For orders over ?80 the international delivery is free of charge unless you specify express delivery, which will cost an extra ?20. You can select these options during the checkout process.

Can I place an order on an item that says "Out of Stock"?

When a product is marked 'out of stock', you can submit your email on that product page in 'Email me when this item comes back to stock' at the bottom of the product details page. An email will be sent to you when the item is back in stock and you can then place your order whenever you want.

How will my Carla Pearls item arrive?

Every purchase from Carla Pearls will be placed into a high quality black velvet gift box and dispatched to you. If you purchase a gift, your gift message will be printed onto a specially designed gift card to accompany the item.

Which payment methods do you accept?

We accept all major credit cards. We also accept Electron, Solo, Switch and Visa Delta debit cards. We work with one of UK's leading payment card processing companies, PayPoint, which offers the same service to thousands of high street shops and online stores. The whole payment process is safe and secure.

If you prefer to pay through PayPal you are also welcome. We have the PayPal enterprise solution fully integrated with our online store and a formal receipt will be issued to you through PayPal.

Is my credit card information save with you?

Carla Jewellery UK Ltd. ensures absolute safety of credit/debit card information of the customers. We do not store any of the credit information of our customers. Our website is programmed by the best professional web development company that has proved experience in ensuring website security and preventing online fraud. We also work with one of the UK's most trusted online payment card processing companies, PayPoint, who offers payment solution to thousands of high street shops and online stores. So please rest assured when you shop with Carla Pearls - your safety is our own safety!

How to take care of my pearl Jewellery?

For detailed information on pearl jewellery caring please refer to our Care page. If you would like further suggestions or tips on any topic concerning pearls, please feel free to leave us a message on the Customer Service page, one of our customer advisors will get in touch with you as soon as possible.

Why the pearl jewellery i received seems slightly different from the photo?

Every?Carla Pearls?item?is?hand-crafted and we?only?use?authentic cultured pearls?so each piece is unique. In some cases, the individual item might have slight differences from the sample in the photos in terms of the exact shapes of each individual pearl. There are no two pearls that are exactly the same in the world, as they are a product of nature. However, we ensure you that such difference will be barely noticeable, if any, and that every piece of our pearl jewellery is something to adore. Of course, if you are not happy with your purchase it is absolutely fine to return it. We only ask for it be intact and returned together with the complete packaging. Our cooling off period (i.e. returns period) is 14 days.