Frequently Asked Questions

Please read our FAQ before sending us a message.

How can I make a complaint?

If you have any complaints/suggestions about our services please email us and we will be happy to help in any way that we can. Any feedback, both positive and negative, is very important to us as it will help us to improve our service. Please, email us with the date of purchase and name on info@thepearlgirl.co.uk.

Where is my confirmation email?

Sometimes with the high security of mailboxes, the automatic emails may have gone into your spam box, please check there first. If there is no email, please email us on: info@thepearlgirl.co.uk with the date of purchase and name.

Where is my order?

Whilst we aim to send every order out within 1-2 days, sometimes the postal service isn’t so efficient and orders are occasionally delayed in the post. We find that 99% of delayed orders do always turn up in the end, so please give 7 working days before notifying us of a delayed order.

Why is my order status Pending?

If you have tried to place an order and you are not sure if it has gone through successfully, please log in to your account, go to My Account, then My Orders, and check the status of your order.

Pending – If it says this next to your order, payment was not successful and you will need to try again. No money will have been taken, and a Pending order will not be processed or posted. Please also note: If you have not received a confirmation email, then the order was not successful. To try again, please click the Re-Order link to the right of your order.

Processing – If it says this next to your order, payment was successful and there is nothing to worry about! You should also receive a confirmation email.

Complete – If it says this next to your order, your order has been processed and will be dispatched shortly.

Do you take orders by phone?

Phone ordering hours – 10am – 1pm & 1:30pm – 3pm. We are happy to take orders over the phone, but we do request that you have the ID codes for the products ready, as we cannot take an order without them.

If you would like to pay for your order over the phone, please create an account first then add all the items you would like to the shopping cart, and call us on xxxx to pay by card over the phone.

Do we do wholesale?

Most of our products have pricing options to buy in wholesale quantities. We can sometimes offer discounts on large amounts of other products on the website, but this depends on the individual product in question, so please call us on xxxx regarding any such requests.

Do our findings contain Nickel?

All jewellery and findings we sell are ‘Nickel Compliant’ in line with the EU law passed in 2000, stating that any item intended to come into direct and prolonged contact with the skin must contain less than 0.05% Nickel.