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Frequently Asked Questions

Questions about your purchase

 

1. How long does delivery take, and what are your delivery charges?

Delivery times depend on the jewel you have ordered and its availability. You can contact us prior to your order via email at sophie@perledelune.com or free phoning on + 44 (0) 20 32 896 869 to check its availibility.

If the design you wish to purchase is already in stock, it will be dispatched within a day. If not, dispatch will usually take no more than three days, with the exception of the rings that may require sizing (up to 10 days) and the diamond collection (up to 6 weeks). You will receive your parcel between 1 and 4 days after it has been dispatched.

Regarding the delivery charges, bear in mind that you can make the most of a free delivery service if you are UK or France-resident. In the others cases, you will have to pay £10 to £27 for the shipment of your parcel.

 

2. How do I make a purchase?

To make a purchase, you simply have to add the jewels to your basket by clicking the ‘add to basket’ button on the bottom-right corner of the product page. You can then decide to proceed to checkout immediately or to continue shopping. If so, you can always check your basket by clicking on the icon at the top-right corner of the screen. Should you wish to finalize your purchases, you just have to press the ‘Checkout’ button next to the basket icon. Once you proceed to checkout, we will guide you on every step of the way to payment and confirmation data.

 

3. What payment methods do you accept?

We accept payment by credit card: Visa, MasterCard, Amex, Maestro, Electron or Solo, as well as Google Checkout. Besides, you can always pay all or part of your purchase with Perle de Lune vouchers. We also provide you with payment through PayPal to grant best security all the way through your order process.

 

4. Can I order from overseas?

In order to allow you to enjoy the best shopping experience from wherever you are, you can order from overseas. Please bear in mind your price will be shown in pounds sterling, and the payment will leave your account in pounds sterling. The delivery charge for overseas is £27 to the rest of the world (on a 4-6 working days basis).

 

5. Do you offer same day delivery in London?

Yes, we do. We want you to have to best shopping experience as possible. Therefore, if you want to receive your jewel the day you order it, it is possible if you live in London (not available during the week-ends). To enjoy this very useful service, you’ll have to place your order before 3pm (from Monday to Friday) and pay an extra-charge of £20.

 

6. How can I track my order?

As soon as we dispatched your order, you will receive, by email, a tracking number from the shipping company (Royal Mail in the UK or Fedex overseas). But you can also track how far in the delivery process your order is, and also to have access to your order history, simply logging in ‘My account’. 

 

7. How do I return or exchange an item?

1) If you wish to return one your item, you need to contact our customer service by email at sophie@perledelune.com or by phone at + 44 (0) 20 32 896 869.

2) From the time you receive your parcel, you have 14 days to get in touch with us in order to notify PERLE DE LUNE’s team that you are not satisfied with the item you received. Once we have received your notification, we will send you your Return Authorisation Number (RAN).

3) From the time you get your RAN, you have 7 days to fill in your Merchandise Return Form and go to your local post office in order to plan the shipment.

4) Please be aware that, in order to be able to proceed with your return file, we need to receive the product you return undamaged, never been worn, in its original packaging, with the security tag on as well as the completed Return Form. 

 

UK- resident customers:

In your case, you won’t have to take in charge the return fees.

1) To return your parcel, please go to your local post office and by the most relevant Parcel Box.

2) Use the PERLE DE LUNE address sticker to address you parcel.

3) Use the Royal Mail Special Delivery Label provided in your original parcel to ship you item.

 

Non UK-resident customers:

1) To return your parcel, please go to your local post office and by the most relevant Parcel Box.

2) Use the PERLE DE LUNE address sticker.

3) Choose the most relevant way of shipping (we advice you to pay the right amount of insurance in case of your item is damaged during the shipping process and to use a recorded delivery service).

 

8. Will I be refunded the full value of my order?

To be accepted, the jewel you return must have been unworn, and be in a perfect condition. If it is the case, we will, for sure, refund you the full value of the item’s price. Nevertheless, bear in mind that we won’t refund you the shipping and the duty fees you paid to receive you parcel.

 

9. Is gift-wrapping available?

We want to make sure your present will be the perfect something to the perfect person. This is why we are proud to offer you gift-wrapping to celebrate any special occasion. Should you wish to enjoy this service, simply tick the gift option box below the product details before adding it to your basket. If you wish to immortalize this unique moment with a customized message, we will be more than happy to add a personalised card with your gift.


10. Is it possible to order one single earring if I lost one of them?

In the infortunate event of a loss, we can design and deliver one piece of your earrings, as long as we we still have a gemstome of a similar color to your pair available in our workshop, which is often the case. In order to make the best coupling possible in hues, we ask that you send us back the earring you have left.

The price of this order will be equal to 50% of the original price of your pair. We advise that you send us your jewel via signed for mail, to the following delivery address: Perle de Lune, 24 Oxberry Avenue, London SW6 5SS, United Kingdom. 

 

 

Questions about your jewel

 

1. How do I measure my ring size?

You can have your ring size measured when bringing one of your own rings to a professional who will tell you a two-digit size if you are in France. 52 for instance refers to your finger circumference in mm. If you live abroad, where sizes are measured with letter or other figures than millimetres, you can tell us the French equivalent, by using the conversion sizing chart available here

Should you not have the possibility to have your ring size measured, you can contact us by phone at + 44 (0) 20 32 896 969 or click here so that we send you free of charge within two working days our personalized ring-sizing device for free to allow you to determine your exact size yourself.

 

2. Are the diamonds from traceable sources?

We are very careful to abide by the Kimberley Process to ensure our diamonds are sourced from conflict free zones in respect of the United Nations resolutions, which rules the embargo on diamonds from conflict zones. We expressly require perfect transparency from part of our suppliers all through the supply chain, to ensure the conflict free origin of the rough stones used in the process.

 

3. Are the gemstones from ethical mines?

We are very careful to abide by the Kimberley Process to ensure our diamonds are sourced from conflict free zones in respect of the United Nations resolutions, which rules the embargo on diamonds from conflict zones. We expressly require perfect transparency from part of our suppliers all through the supply chain, to ensure the conflict free origin of the rough stones used in the process.

 

4. Does Silver Sterling tarnish?

Silver is a metal whose characteristic is to oxide when put in contact with air or some chemical components (Chlorine in bleach or swimming pool water, Sulphur). In order to keep its whole beauty and sheen, we advise you to polis hit regularly to take off the thin oxide finish by using a sweet duster soaked or not with an anti-oxide product that you can find in the ironmonger’s department of your supermarket or also at your jeweller’s.

 

5. Are your gemstones of good quality?

Perle de Lune designer is a gemmologist, graduate from London GemA University. The diamonds we use range from colour G to H and are of VS1 purity. With coloured gemstones, our designer undertakes a very demanding selection with the suppliers regarding colour, purity, quality, size and polish all together, in order to provide you with the shiniest gemstones.

 

6. Are your gemstones heated?

In jewellery, low temperature heating practices are widely used in order to change or reinforce the colour of a semi-gemstone. Such practices particularly apply to citrines or aquamarines on the jewellery market. Such treatments do not denature the crystalline structure of the gemstone and are very stable, so that your gemstone will keep all its beauty overtime.

 

7. Are your gemstones natural?

Perle de Lune does not use any component that would be fake gemstone, such as glass, plastic or resin.


 

Should you have any other enquiry unanswered or find the information not entirely satisfying, please do not hesitate to contact our customer services department either by email at sophie@perledelune.com or by telephone Toll Free on +44 (0) 2032 896 869.