FAQs

Answers to our most frequently asked questions are just one click away

How long will it take before I get my package delivered?

Our headquarters operate between 9:00 AM and 5:00 PM (EST), Monday through Friday. All orders placed after 1:00 PM (EST) or outside of these hours will begin processing the following business day. Processing the order takes 1 to 2 business days. Then the courier takes it from there. You’ll get a shipment notification email with a tracking number from us as soon as your package ships.

 

Do you offer warranty?

We’ve got you! Your jewelry is under warranty for any manufacturing defects (in material or workmanship) for a period of 12 months from the date of purchase. This does not cover scratches, damages caused by accident, abuse, neglect, improper use or storage of the product, unauthorized modifications or normal wear and tear.

 

How can I safeguard my purchase against damage, theft, or a loss?

We recommend that you contact an independent insurer or make arrangements with your homeowners’ or renters’ insurance carrier.

 

Are your pearls real?

Absolutely – Real moments, Real pearls! At Nishi, we only use cultured pearls harvested from several sustainable pearl farms.

 

Where do you make your jewelry?

We design and hand-craft our jewelry in our Downtown Montreal Atelier. Learn more about our story here.

 

Can I request a custom piece?

Stay tuned, we’re working on it! Subscribe to our newsletter here (link) to stay in the loop!

 

Can I return my international order?

Yes! Our return policies apply for international orders too. 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 in our policy. Return instructions can be found on our Shipping & Returns page.

 

Can I return an item that was given to me as a gift?

Yes, Nishi Pearls is happy to exchange your item within 30 days of purchase for an item of equal or greater value. Please note that customers are responsible for the amount charged for shipping back the jewelry as well as the difference of the chosen product, if the new value is greater than the return value.

 

Will the buyer of my returned gift know that it was returned?

No, we will not alert the buyer that the gift was returned.

 

Where can I access my Nishi Pearls Profile?

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

 

Is there a Nishi Pearls store location I may visit?

Nishi Pearls is an online-based jewelry brand that sells a variety of fine and semi-fine pieces made of precious metals without the typical markups found in jewelry stores. We currently do not have any retail stores as we want to offer you the best prices possible.

 

I have never made an online jewelry purchase before, how can I be sure Nishi Pearls is reputable?

Nishi Pearls has been in the jewelry industry for over 40 years. Our goal is to create approachable, luxury jewelry featuring real pearls and ethical materials designed for women who value quality, versatility and creativity. We want you to be able to browse and shop from the privacy of your own homes, on the go, or at your own pace. Learn more about us.

 

What currency do you charge in?

We can automatically identify whether you’re in Canada, the US or in another country and we’ll charge you accordingly to your location. You’ll be charged in CAD if you’re located in Canada, and in USD if in the US and elsewhere.

 

I purchased a ring in the wrong size, can I replace it for the right size?

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.

Please note that customers are responsible for the amount charged for shipping back the jewelry. Exchange instructions can be found on our Shipping & Returns page.

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.

 

How long will it take to process my return?

Upon arrival of your returned shipment at the Nishi Pearls office, please allow 1-2 weeks for its processing. Our team will email you once we have processed your return and refunded your original method of payment. All refunds will be issued to the original form of payment, once our team has assessed the piece. 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?

We guarantee your total satisfaction with our jewelry and give you 30 days to fall in love. If you decide the piece is not right for you, we will gladly process a return or exchange. Return instructions can be found on our Shipping & Returns page.

 

Can I make changes/cancel my order?

Please note that orders are often processed the same day; which does not allow our 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 hours of having placed your order. Nishi Pearls holds the right to refuse changes of cancellation of an order based on the stage of processing. To see if your order has shipped, log into your Nishi Pearls Account, go to your profile and click on “Orders”.  

 

How can I track/check the status of my order?

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.

 

Will I be charged any extra duties or taxes upon arrival of my package?

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?

Don’t 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?

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?

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.

 

Do you ship internationally? How much is shipping?

Yes, we do! Please refer to our Shipping & Returns page for further information.

How can I convert an international ring size to a North American ring size?

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?

If you do not know your ring size, you can download our Ring Size Guide or 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?

Absolutely! We only use high-quality and socially responsible diamonds sourced from trusted suppliers that follow ethical practices. We want to empower you to make buying decisions that have a positive impact on the planet. Check our Sustainability & Ethical Practices page (make it clickable) to learn more.

 

How should I take care of my jewelry?

Jewelry is meant to be worn every day, and most jewelry requires a little love to keep it looking its best. Your box will include a cleaning cloth on us that will help you take care of your piece. You can find all our Jewelry Love Recommendations here.

 

What is the difference between cultured, natural and imitation pearls?

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. Imitation pearls, a.k.a. fake pearls, are fully man-made using materials like glass and plastic. They have no real value as a gemstone.

 

What forms of payment do you accept?

We accept Visa, MasterCard, American Express and PayPal.

 

Can I combine discounts?

Only one discount may be applied to each order. Unfortunately, discounts can’t be combined.