Refund policy
Sale Items
*All sale items are FINAL SALE and do not qualify for returns or free returns/exchanges shipping.
*Exchange requests or store credits will be accommodated, although all resulting shipping will be the responsibility of the customer (free returns & exchange do not apply to sale items)
General
We aim to respond to all customer emails within 24 - 48 hours, during business hours 9am PST - 5pm PST. We will respond to emails received over the weekend the following Monday
We do not have phone service but we are certain we can work out any issues you have, through email
For returns, please email pearlfashion.label@gmail.com to start your return process.
Please do not return shoes without a generated label from us, we can not reimburse you for the shipping cost.
Please contact us if you do not receive a tracking number for your package.
Returns
*For the holidays (November 22nd - December 25th) the return window will be extended to January 15th.
*Purchases made outside of this holiday window are subject to a regular return window of 15 days
*We have free returns and exchanges for non-sale items. However, we can not refund the original shipping costs.
*Returns & exchange requests are accepted when the item is in new condition, with the original shoebox & labels intact. If your package is delayed or delivered late, please contact us to issue your return label
*Please include the shoebox with your return, it is considered part of the product. If they are not included, 15$ will be removed from the refund due.
This includes using the shoe box as the shipping box, 15$ will be deducted in this case as well, since the shoebox is rendered unusable.
*Please take care to walk on a carpet while considering your purchase. We will not accept shoes for return or exchange if they show signs of wear.
*If the return is worn, it will be returned to you and the cost will be deducted from any remaining refund due.
*Refund is issued upon our receipt and inspection of the returned order.
Exchange
The return link above will also accept any exchange requests. Near the end of the return steps, it will ask if you'd like an exchange and you can fill out your desired size/style here.
If another size is needed, Let us know in the feedback field, we are happy to exchange for any size pending stock availability.
If a different style is desired, Let us know in the feedback field, we may be able to process this as an exchange as well :)
Once your returns are received at the warehouse, they will go through routine inspection to check for wear, shoebox & labels then your exchange will be gathered and shipped out to you. A followup email will be sent with a new tracking number
Thank you so much for allowing 24 - 48 hours to respond.
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SHIPPING
If you receive a “Delivered” notice but can not find your package, please email us at pearlfashion.label@gmail.com right away so we can help to contact the delivery service and send out any necessary alerts. The package has a better chance of recovery the sooner we are alerted.
We aim for speedy service and work to get all packages ordered before noon PST out the door to our shipper within the same day, though sometimes this may not be possible.
**Orders placed Monday - Friday before 12PM PST will begin processing that day and will ship within 2 business days.
**Orders placed Monday - Friday after 12PM PST will begin processing the next business day and will ship within 2 business days.
**Orders placed on Friday after 12PM PST or over the weekend will begin processing on the following Monday.