Frequently Asked Questions
Frequently Asked Questions (FAQ)
1. Order & Payment
How can I order from Perla d'Oro?
Select your desired piece of jewelry, add it to your shopping cart and complete your purchase securely via our checkout.
What payment methods do you offer?
We accept common payment methods such as PayPal, credit card and other secure payment options.
Is my payment secure?
Yes. All payments are processed via an encrypted SSL connection.
2. Shipping & Delivery
How long does shipping take?
Shipping originates from Germany. Delivery within Germany typically takes 2–5 business days after receipt of payment.
For deliveries within the EU, delivery times may vary depending on the destination country.
Which shipping provider do you use?
We ship reliably with DHL.
When will my order be shipped?
Your order will be processed after successful receipt of payment and handed over to the shipping service provider as soon as possible.
Can I track my shipment?
Shipment tracking is available if you select the shipping option with tracking at checkout. In this case, you will receive an email with a tracking link after shipment.
Tracking is not possible with shipping methods that do not include tracking.
What happens if my shipment gets lost?
With shipments including tracking, the delivery status can be checked at any time. In case of irregularities, we will assist you in resolving the issue with the shipping provider.
Tracking is not possible for shipments without tracking.
Do you ship internationally?
Yes, we deliver within the European Union. Shipping costs and delivery times are displayed transparently at checkout.
3. Returns & Cancellations
How long do I have to cancel my order?
You have the right to withdraw from this contract within thirty (30) days without giving any reason.
The period begins on the day on which you or a third party designated by you (who is not the carrier) received the goods.
How do I declare my cancellation?
To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement (e.g. by email or via the contact form).
How does the return process work?
After declaring your cancellation, please return the goods to us immediately, but no later than within 14 days.
The deadline is met if you send the goods before the 14 days have expired.
The goods must be unworn and undamaged.
Who pays for return shipping?
You bear the direct costs of the return shipment, provided the delivered goods correspond to the ordered goods.
In the event of incorrect delivery or defects, we will of course cover the costs.
When will I receive my refund?
The refund will be made immediately and at the latest within fourteen (14) days from the day on which we receive your cancellation notice.
We may refuse to refund you until we have received the goods back or you have provided proof that you have sent the goods back, whichever is the earlier.
For the refund, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise.
Are there any exceptions to the right of withdrawal?
Custom-made or personalized jewelry is excluded from the right of withdrawal.
4. Products & Materials
What materials do you use?
We carry jewelry made of 925 sterling silver, gold-plated silver, gold, and other select precious metals. Our range is complemented by carefully chosen gemstones and pearls.
You can find the exact material specifications in the respective product description.
Is your jewelry handmade?
Most of our jewelry is handcrafted in Europe. Please refer to the individual product page for details on the craftsmanship and origin.
Are the gemstones real?
Unless explicitly stated otherwise, these are genuine gemstones or natural stones. Information regarding stone type, cut, and size can be found in the product details.
Is the jewelry nickel-free?
Our jewelry complies with current EU directives regarding nickel release and material standards.
5. Service & Contact
How do I reach customer service?
You can contact us at any time via the contact form, by email or via WhatsApp.
How long will it take to get a response?
You will usually receive a response within 24–48 hours on working days.
Will I receive advice before I buy?
Yes. We are happy to assist you with any questions regarding materials, sizes, gemstones, or suitable jewelry.
Can I change or cancel my order afterwards?
Please contact us as soon as possible. As long as your order has not yet been shipped, we will gladly review the possibility of an adjustment or cancellation.