Frequently Asked Questions
Clear answers about orders, payments, delivery, returns, refunds, exchanges, sizing and privacy.
Order handling
How long does order processing take?
Orders are normally processed within 1–3 business days.
When will my order be dispatched?
Orders are expected to be dispatched within 3 business days.
Can I cancel an order?
You may request cancellation before dispatch by contacting support@pearlza.com. Once an order has been dispatched, cancellation cannot be guaranteed.
Can I change my delivery address?
You may request an address change before dispatch. After dispatch, changes cannot be guaranteed and may depend on the carrier.
Payment information
Which payment processor is used?
Card payments are processed through Stripe. The primary card brands shown are Visa, Mastercard, American Express, JCB, Discover and Diners Club. Any additional methods displayed at Payment or Checkout may also be available.
Do product prices include tax?
Displayed product prices include applicable tax according to the website’s pricing configuration. Customs duties or import charges are separate where applicable.
What payment information should I avoid emailing?
Do not send a full card number, CVV/CVC, PIN or security code by ordinary customer-service email.
Delivery and tracking
What is the standard shipping fee?
Standard shipping is 6$ when the order is below 50. Standard shipping is free once that threshold is met.
How long does transit take?
The estimated transit time is 7–15 business days after dispatch. This is an estimate and not a guaranteed arrival date.
Will I receive tracking?
Yes. All orders include shipment tracking. Tracking information is provided after dispatch once tracking data becomes available.
Which carriers may be used?
Depending on destination, route and operational arrangements, an order may use DHL, UPS, FedEx, USPS or YunExpress.
What happens if a parcel appears lost?
Contact support@pearlza.com. We review tracking and investigate with the relevant carrier. If the parcel is confirmed lost, the resolution will be a reshipment or refund.
Return requests and costs
How long do I have to request a normal return?
For goods covered by the standard commercial return policy, request a return within 14 calendar days after receipt by contacting support@pearlza.com.
Where do I send a return?
Do not send a parcel to the registered business address unless instructed. The registered address is not automatically the return address. Return instructions and the applicable return address are provided by customer service.
Who pays return shipping?
For normal change-of-mind or non-defective returns, the customer pays return shipping. For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return shipping cost.
Is there a restocking fee?
No. There is no restocking fee.
What is the EU 14-day withdrawal right?
Where EU distance-selling rules apply, consumers generally have a statutory 14-day right of withdrawal from receipt of the goods without giving a reason. For a valid statutory withdrawal, return shipping may be the customer’s responsibility when clearly disclosed before purchase, while the standard original delivery cost must be refunded where required by law.
Refund timing
How long do approved refunds take?
Our internal processing target is within 7 business days after returned goods are received and the necessary review is completed. This target does not replace or extend mandatory statutory refund deadlines. Banks and payment providers may take additional time to show the refund.
How are refunds paid?
Approved refunds are generally returned to the original payment method.
Direct exchanges
Are exchanges supported?
Yes. Direct exchanges are supported.
Who pays shipping for a normal exchange?
For a wrong-size preference, change of mind or other non-defective exchange, the customer pays both the return shipping cost and the replacement item shipping cost.
What about an exchange for damaged or incorrect goods?
For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return and replacement shipping costs.
Choosing a size
Which general sizes are covered?
The general Size Guide covers S, M, L, XL and XXL for women, men and children.
Which size information takes priority?
General body measurements are for reference. Product-specific size information shown on an individual product page takes priority.
Personal data
Where can I send a privacy request?
For GDPR, personal-data, cookie, consent or data-protection requests, contact privacy@pearlza.com.
Contact
Where do I send order-related questions?
For orders, cancellations, address changes, shipping, tracking, lost parcels, returns, refunds, exchanges, sizing, payments and general support, contact support@pearlza.com.