Contact Us
Email support@unopearl.com with your order number and reason for return. Our team will respond within 24–48 business hours.
Customer Care
Returns & Exchanges.
At UnoPearl, your satisfaction is our priority. Every piece we create is handcrafted with care, and we stand behind the quality of our work. If you are not completely satisfied with your purchase, we are here to help.
We offer a 30-day return window from the date of delivery on all standard orders. Items must be returned in their original, unworn condition with all original packaging, gift boxes, and documentation included. There are no restocking fees — we believe in making the process as simple as possible.
Because our jewelry features natural pearls and gemstones — each one unique — we ask that all returns undergo a careful inspection to ensure the piece is in the same condition as when it left our studio. This protects both you and the integrity of our collections.
Step by Step
How to initiate a return.
Return Authorization
Once approved, we will email you a Return Authorization (RA) number and an insured return shipping label. Please do not ship items without an RA number.
Pack & Ship
Securely repack your item in its original packaging with all included materials — gift box, documentation, and any accessories. Attach the insured shipping label provided.
Inspection & Processing
Upon receipt, your return will undergo our gemological inspection process. Please allow 5–7 business days for inspection and refund processing after we receive your package.
Why We Inspect
"Pearls are organic gems — delicate, irreplaceable, and sensitive to how they are handled, worn, and stored. Our inspection process exists to ensure every UnoPearl creation maintains the quality our customers expect."
Our Inspection Process
What we look for.
Every returned item undergoes a thorough gemological inspection by our team. We examine each pearl and gemstone against the same GIA 7 Pearl Value Factors™ we use when selecting materials — specifically evaluating for damage that was not caused by shipping.
Luster Degradation — We inspect for dulling or clouding of the nacre surface caused by exposure to chemicals such as perfume, hairspray, lotions, alcohol, or household cleaners. Chemical contact can permanently strip the nacre's natural reflective layers, and this type of damage is not covered under our return policy.
Surface Abrasion & Scratching — Pearls rank just 2.5 on the Mohs hardness scale. Scratches, scuffs, or abrasions caused by improper storage — such as contact with harder gemstones, metal jewelry, or rough surfaces — indicate handling damage rather than a manufacturing defect.
Nacre Integrity — We assess the nacre for peeling, chipping, or stress fractures that result from impact, excessive pressure, or thermal shock (exposure to extreme heat or cold). Intact nacre is essential to a pearl's beauty and longevity.
Drill Hole Condition — The precision-drilled channel in each pearl is inspected for signs of forced removal from settings, enlarged or damaged openings, or internal cracking that would indicate improper handling during wear or removal.
Thermal & Environmental Damage — Discoloration, dehydration, or cracking caused by exposure to direct heat sources (hair dryers, prolonged sunlight), excessive dryness, or submersion in water indicates environmental damage.
If our inspection reveals damage that was not present when the item was shipped — and was not caused during transit — UnoPearl reserves the right to decline the return or issue a partial refund reflecting the diminished condition of the piece. We will always contact you with detailed findings before making any determination.
For guidance on keeping your pearl jewelry in pristine condition, please refer to our How To Care For Pearls guidelines below.
Pearl Care Guidelines
How to care for pearls.
Proper care ensures your UnoPearl jewelry retains its beauty and luster for generations. Pearls are organic gems that respond to how they are worn, cleaned, and stored. Follow these guidelines — informed by GIA pearl care standards — to protect your investment.
Essential care practices
Last On, First Off
Pearls should be the last thing you put on when dressing and the first thing you remove. Apply all perfumes, hairsprays, lotions, sunscreen, and cosmetics before wearing your pearl jewelry. The acids and chemicals in these products can permanently dull and erode the delicate nacre.
Gentle Cleaning
After each wearing, gently wipe your pearls with a soft, clean cloth to remove skin oils, perspiration, and residue. For a deeper clean, use warm water with a small amount of mild soap — wipe gently and lay flat to dry. Never use ultrasonic cleaners, steam cleaners, harsh chemical dips, alcohol, acetone, or abrasive jewelry cleaners.
Proper Storage
Store pearls separately in a soft cloth pouch or fabric-lined jewelry compartment. Never store them alongside harder gemstones (diamonds, sapphires) or metal jewelry with prongs that can scratch the nacre. Avoid airtight plastic bags — pearls are organic and need trace ambient moisture to prevent dehydration.
Avoid Chemicals & Heat
Keep pearls away from household cleaners, chlorine, saltwater, alcohol, and acetone. Remove pearl jewelry before swimming, showering, exercising, or cleaning. Avoid direct heat sources such as hair dryers, prolonged sunlight, or leaving jewelry in a hot car — heat can dehydrate, discolor, or crack pearls.
Professional Restringing
Have frequently worn pearl strands professionally restrung every one to two years. Quality stringing includes a knot tied between each pearl — this prevents pearls from rubbing against each other and protects against scattering if the thread breaks. Silk thread stretches and weakens over time with regular wear.
Handle With Care
Pearls rank just 2.5 on the Mohs hardness scale — they are among the softest gems used in fine jewelry. Handle with clean, dry hands. Avoid dropping, impact, or excessive pressure. Store necklaces flat rather than hanging to prevent thread stretching. Treat your pearls as the delicate organic treasures they are.
These guidelines are informed by the Gemological Institute of America (GIA) pearl care standards. For detailed gemological information about pearl care and cleaning, visit gia.edu.
Exchanges
Need a different size or style?
We offer exchanges for different sizes or styles within 30 days of delivery. Contact support@unopearl.com with your order number and the item you'd like instead. The original item must pass our standard inspection process before an exchange can be fulfilled. Exchanges are subject to availability.
Please Note
Non-returnable items.
The following items are not eligible for return or exchange:
- Custom or personalized orders
- Items showing signs of wear, chemical damage, or improper care
- Items returned without original packaging and documentation
- Sale items marked as final sale at the time of purchase
Questions?
We're here to help.
If you have any questions about our return process, inspection standards, or pearl care guidelines, please don't hesitate to contact us at support@unopearl.com. Your satisfaction and trust are at the heart of everything we do.
UnoPearl — Handcrafted Elegance. Naturally Timeless.