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FAQ

>FAQ
FAQ2018-03-08T06:58:30+00:00
What currency do you charge in?2018-05-03T14:56:51+00:00

Our server will automatically identify if you are in Canada, the US or in another country; and will charge you accordingly to your location. Customers located in Canada will be charged in CAD, whereas customer located in the US and elsewhere will be charged in USD.

I purchased a ring in the wrong size, can I replace it for the right size?2018-04-23T20:40:52+00:00

Canada and United States: If you need to exchange your ring for another size, please return your items following the return policy and place a new order online. If the ring(s) returned were a gift, simply follow the gift return policy and place a new order.

If you need help processing your exchange, please feel free to contact info@nishipearls.com with the order number displayed on your purchase or gift receipt and our Customer Care Team will assist you.

Are e-gift cards refundable?2018-05-29T16:38:31+00:00

Once the e-Gift card has been purchased, it cannot be returned or redeemed for cash, reloaded with additional value, resold or transferred for value. Nishi Pearls e-Gift cards cannot be used to purchase other gift cards.

How long will it take to process my return?2018-04-23T20:39:18+00:00

Upon arrival of your returned shipment at the Nishi Pearls office, it will take up to 15 business days to process your return and issue your refund. Our team will email you once we have processed your return and refunded your original method of payment. Please note that it can take up to 5-10 business days for refunds to appear back on your credit card or PayPal account.

What is your return policy?2018-05-30T19:50:14+00:00

If there is a mistake with your order or you receive a damaged item, please email our Customer Care Team at info@nishipearls.com and we will do our best to accommodate you.

Please note that customers are responsible for the amount charged for shipping back the jewelry to Nishi Pearls if they wish to return or exchange an item for other reasons than the ones mentioned above.

To be eligible for an exchange or a refund, items should be sent to our offices within 30 days of purchase, in the exact condition they were received and with their original packaging intact.

Damaged items will not be accepted for exchange/refund.

Can I combine discounts?2018-04-23T20:35:47+00:00

Only one (1) discount may be applied to each order. Discount codes cannot be used in conjunction with any other type of discounts.

What forms of payment do you accept?2018-04-23T20:35:18+00:00

We accept Visa, Mastercard, American Express, PayPal as well as Gift Cards.

Can I make changes to my order? How do I cancel an order?2018-04-23T20:33:58+00:00

Please note that orders are often processed the same day; which does not allow our allocated team at Nishi Pearls to cancel orders. However, should you need to urgently modify or cancel your order, contact us at 1-888-437-3275 within two (2) hours of having placed your order. Nishi Pearls holds the right to refuse changes of cancellation of an order based on the stage at which your order is at. To see if your order has shipped, log into your Nishi Pearls Account and click on “My Orders”.  

An item is sold out, when will it be restocked?2018-04-23T20:33:31+00:00

While some items are limited edition, other items are high in demand. We recommend you subscribe to the waitlist or to our newsletter to be kept in the loop about items we introduce. Some items can also be pre-ordered, so be sure to check our website to keep an eye on the item you want.

How can I track/check the status of my order?2018-04-23T20:32:59+00:00

You can keep track of your order by logging in your Nishi Pearls Account and selecting “My Orders”. In this section of your profile, you will be able to see the expected shipping date. You will also receive an email once your order has shipped.

What happens if I refuse my shipment?2018-04-23T20:31:39+00:00

Should you choose to refuse the delivery of your shipment, for any reason, you will be responsible for the return of the parcel.

Canada and United States: There will be no extra duties or taxes upon receipt of your order. We recommend you accept the package, use the free return label provided in the package and send it back within 30 days of delivery to apply for a refund.

International (other): As already mentioned, additional duties and taxes may apply upon receipt of your packaged based on the custom policies of the country. To avoid any surprises, we recommend you contact your local customs office. Please note that Nishi Pearls is not responsible for the shipping return amount you will be charged.

If you wish to make order adjustments, please contact us at 1-888-437-3275 before your order is dispatched. Note that not all orders can be eligible to changes and cancellations. For more information, please refer to our Changes & Cancellation section.

Will I be charged any extra duties or taxes upon arrival of my package?2018-04-23T20:31:02+00:00

Canada and United States: Duties and taxes are included in the final amount charged. There will be no additional charges upon delivery of your shipment.

International (other): There may be additional duties and taxes specific to the country you are in. These charges must be paid by the person receiving the shipment. Please note that Nishi Pearls has no control over these charges and therefore cannot charge you for them upon checkout. We recommend you contacting your local customs office should you want to familiarize yourself with the rules and policies; which can vary widely between countries.

I missed my delivery, what now?2018-04-23T20:30:25+00:00

Do not worry, we’ve got you covered! If you missed your delivery, you can simply follow the instructions left by the courier and either pick up your parcel at the closest post office or arrange a second delivery.

Do you offer expedited delivery options?2018-04-23T20:29:47+00:00

We unfortunately do not offer expedited delivery options at the moment. However, if you need your jewelry to arrive by a certain date, we will do our best to accommodate you. Please contact us before placing an order that you need to be rushed.

Do you require signature upon delivery?2018-04-23T20:29:07+00:00

Yes, signature is required upon delivery. Using the tracking number provided in your purchase confirmation, you will able to track the delivery of your jewelry and know on which day the package will arrive. If no one can collect the package, a letter will be left at your door with instructions on how to pick up your parcel or arrange a second delivery.

How long will it take before I get my package delivered?2018-04-23T20:28:29+00:00
Do you ship internationally? How much is shipping?2018-05-14T15:16:48+00:00

Yes, we are happy to ship internationally.

Canada and United States: Flat rate of $8 CAD in Canada, $8 USD in the U.S. We offer free shipping for orders over 200 CAD in Canada, 200 USD in the U.S.

International (other): Flat rate of $30 USD.

How can I convert an International ring size into a North American ring size?2018-05-29T16:38:41+00:00

All our rings are standard U.S/Canadian sizes. We recommend you follow the instructions on our Ring Size Guide or on this website – which will allow you to convert your international size into a U.S/Canadian size.

How can I find my ring size?2018-05-29T14:19:11+00:00

If you do not know your ring size, you can download our Ring Size Guide, visit this website or have your finger sized by a local jeweler. We are responsible for providing you with the ring size we ordered, however we cannot determine your ring size – therefore we recommend double-checking to make sure you order the right size.

Are your diamonds conflict-free?2018-04-23T20:24:53+00:00

Absolutely! We only use high-quality and socially-responsible diamonds (and other materials) sourced from trusted suppliers that follow ethical practices.

How should I take care of my jewelry?2018-04-23T20:23:11+00:00

Jewelry is meant to be worn everyday, and most jewelry requires a little love to keep it looking its best. You can find all our Jewelry Love Recommendations here (materials and care page).

What is the difference between cultured, natural and imitation pearls?2018-05-03T14:51:39+00:00

Natural and cultured pearls are both produced in nature; and are both considered valuable and sustainable gems. Natural pearls are formed when an irritant accidentally gets into an oyster. Layers of coating are deposited on the irritant to make it smooth. A natural pearl is thus born. Cultured pearls are formed in the same process as a natural pearl, however a shell bead nucleus (the irritant) is inserted into the oyster through human intervention.

Where can I access my Nishi Pearls Profile?2018-03-08T06:55:58+00:00

Sign up or login to your Nishi Pearls Account here to access your profile.

What currency do you charge in?2018-03-08T06:55:15+00:00

Our server will automatically identify if you are in Canada, the US or in another country – and will charge you accordingly to your location. Customers located in Canada will be charged in CAD, whereas customer located in the US and elsewhere will be charged in USD.

What forms of payment do you accept?2018-03-08T06:54:38+00:00

We accept Visa, Mastercard, American Express, PayPal as well as Nishi Pearls Credit and Gift Cards.

An item is sold out, when will it be restocked?2018-03-08T06:54:02+00:00

While some items are limited edition, other items are high in demand. We recommend you subscribe to the waitlist or to our newsletter to be kept in the loop about items we introduce. Some items can also be pre-ordered, so be sure to check our website to keep an eye on the item you want.

Can I combine discounts?2018-03-08T06:53:31+00:00

Only one (1) discount may be applied to each order. Discount codes cannot be used in conjunction with any other type of discounts.

Are e-gift cards refundable?2018-03-08T06:52:45+00:00

Once the e-gift card has been purchased, it cannot be returned or redeemed for cash, reloaded with additional value, resold or transferred for value. Nishi Pearls e-Gift cards cannot be used to purchase other gift cards. Nishi Pearls reserves the right to replace a lost e-gift card with satisfactory proof.

Does my e-Gift card have an expiry date?2018-03-08T06:51:53+00:00

There are no expiry dates associated with Nishi Pearls e-Gift cards.

How can I check the balance on my Nishi Pearls e-Gift card?2018-03-08T06:51:13+00:00

Please contact our Customer Care Team at info@nishipearls.com to verify the available credit of your Nishi Pearls e-Gift card.

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