FAQ – Frequently Asked Questions
FAQ | Frequently Asked Questions
Below, we’ve compiled a list of the most frequently asked questions at PROUD PEARLS. If your question is not listed, feel free to send us a message!
Delivery & Costs:
Delivery after your holiday?
Yes, that’s possible! During checkout, just fill in the comment field with the date you’d like us to ship your order. We’ll reserve your order and send it on the specified date.
Delivery:
Free shipping on orders over €49.
Shipping costs for returns are your responsibility. We recommend sending your return with insurance and tracking as we are not responsible for lost parcels.
We ship all our orders via PostNL.
Return Shipping Costs:
The cost of returning your order is your responsibility.
Exchanges & Returns:
If you’re not fully satisfied with your purchase, you can exercise your right of withdrawal and return your purchase. Simply send us an email or fill out the return form.
You have the right to cancel your order within 14 days of receipt, no reason required*. After cancellation, you then have another 14 days to return the product. We’ll refund the full order amount once we receive the return. Only the return shipping from your home to our studio in Gorinchem is your responsibility. Please pack your jewelry carefully and return it in its original packaging.
Are there exceptions?
An exception applies to custom-made items — jewelry specially made to your size or created for you upon request. These can usually be adjusted or exchanged upon consultation.
Please refer to our return policy page for full details.
Delivery Time:
Orders placed before 3:00 PM will be shipped the same working day. If you place your order after this time and it’s urgent, please contact us and we’ll see how we can assist you.
Payment Options:
We accept nearly all payment methods: from iDeal to credit card, bank transfer, and PayPal.
We do not offer post-payment options. The main reason for this is that when returning an item, it can take a long time for the payment to be processed and refunded through the payment provider. We want to ensure that you receive your refund quickly — typically within a few days. If you’re new and don’t fully trust us yet, pay via PayPal or credit card — these methods offer customer protection.
Return Processing:
Once we’ve received your return, we’ll process the refund within 5 days. In some exceptional cases, it can take up to 10 business days. Unfortunately, this delay is beyond our control and depends on the banks. If you have any doubts, feel free to reach out to us and we’ll check it for you.
For credit card payments, we process the refund quickly, but credit card companies can take longer to process the refund — this can take up to 1.5 months.
If the item was a gift and the recipient isn’t the purchaser, the refund will be issued to the original buyer.
Where do I return my order?
NOTE: THIS IS NOT A VISIT ADDRESS!
Proud Pearls Studio
Het Hooge Land 75
4213 DB Gorinchem
The Netherlands
Changing an Order:
Want to modify or cancel your order?
You’ll need to act quickly, as changes might not be possible. Since we ship fast, modifications are sometimes no longer possible.
Please send us an email at info@proudpearls.nl
