Frequently Asked Questions

Do you have a showroom in London?

No, we do not have a showroom or a retail shop in London. We are a lean, online-only operation which means that we pay much less rent and salary than our high street competitors, which contributes directly to our very competitive prices.

Can I see items before I buy them?

As we do not have a physical presence, you cannot see the pearl jewellery before you purchase them. However you can return the item with no questions asked within 14 days of receiving them, and you can exchange them within 6 months of your purchase of any other item you'd like in our collections. As our items are of very good quality and beautiful design, we are seeing consistently less than 1% (yes, indeed!) returns rate since our website was launched 5 years ago. We have very high customer satisfaction rates and are proud to work hard to keep it that way.

What are your returns and exchange policies?

All of our pearl jewellery, including those on special offer, enjoy 14-day no questions asked returns policy and 6-month exchange policy as well as quality guarantee. If you wish to return or exchange an item, simply drop a line to our customer service email address: care@carlapearls.co.uk quoting your order number and item ordered, one of our customer service team will get in touch within 2 hours, and guide you from there. Returning an item is very simple, all you need to do is to post the item back to us and we will process the refund for you within 24 hours. Upon refund, a receipt will be issued to you as well. Please note that refunds can only be processed to your original method of payment.

What if I am not home when item is delivered?

Generally we advise our customers to have the item dispatched to an address where someone is able to sign the parcel - we are obliged to dispatch all our items through recorded delivery or special delivery due to the high value of our products. You can use a different dispatch address from your billing address, of course.

In case no one is able to sign the parcel, the postman will leave you a delivery card with the information needed for you to either pick up the item at your local post office, or to arrange for a re-delivery online. Re-deliveries are free, although if you need the item to be re-delivered to a different address, a small fee will be collected from you by the Post Office - instructions are very clear on the delivery cards.

If you have any issue receiving the parcel, please get in touch with us and we can retrieve your parcel tracking code for you and help you locate it. Don't worry though, it is very rare for our customers to have any issue receiving their purchases.

Can you send gift directly to recipient?

Yes we can - simply enter your gift recipient's name and address as dispatch address when you check out. When we see that the recipient is not the same person as the paying customer, we will automatically issue a receipt without the price tag with the item. A copy of the receipt with the price will be sent to the paying customer's email address as a PDF. Of course if you have any special instructions please drop us a line at care@carlapearls.co.uk once you've placed your ordre and we will do our best to assist you.

Do all items include free delivery automatically?

For all orders dispatched within the UK, free recorded delivery is automatically included, you will see this as the 'UK standard delivery' option for an extra 5 pounds. You can of course choose the 'Express & Insured' delivery option if you wish, which will see your pearls insured to their full value and the delivery will take no more than two working days. When you chose the 'Express & Insured' option, we are sharing the cost with you - if you send the same parcel yourself via Royal Mail Special Delivery (which is what we use), you will notice that the price will be higher than the 5 pounds we charge you for the same service.

For all orders dispatched outside the UK, if the purchase is over 80 pounds, the delivery come free as well. For orders less than 80 pounds, a reasonable delivery charge applies - again, we will be sharing part of the delivery cost with you.

What are the benefits of the 'Express & Insured' delivery option (UK only)?

Express and Insured option comes with a 5 pound extra fee and we will send your item with Royal Mail Special Delivery service with the item insured to its full value. We are sharing the delivery cost with you when you choose this option: if you send the same parcel yourself via Royal Mail special delivery you will notice that the price is higher than 5 pounds. Choosing 'Express & Insured' option also means your item arrives faster - 2 working days instead of 3 - 4 working days with the standard delivery option.
Another benefit of the 'Express & Insured' option is, if you are unable to sign for the parcel, Post Office will keep your item for up to two weeks waiting for your collection, instead of one week in case you chose the standard option.

Who runs carlapearls.co.uk?

Carla Pearls is a London based online pearl jewellery specialty shop owned by Carla Jewellery UK Ltd., registered in England, United Kingdom. We are dedicated to offer our customers high quality freshwater pearl jewellery with exquisite design for different occasions at competitive prices. We pride ourselves in delivering the best products to our customers with the best customer service.

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.

Please note that for the privacy and security of our customers, we do not store any payment details, even for registered customers. All orders are handled in an secure, encrypted environment.You can also choose to use PayPal if you like. The invoice is generated for you through our corporate PayPal account and you only need to login in to your account on the checkout page upon choosing 'PayPal' 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?

All purchases from Carla Pearls are dispatched in high quality black velvet gift boxes that. If you purchase a gift, you can order the item to be dispatched directly to the recipient address, simply by choosing the 'I want my order to be delivered to an different address' option as you check out.

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.