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Frequently Asked Questions

Can I place an order if I am not registered as a member?

You would have to register as our to place an order.
To register, simply enter your name, email address and password. 
Shop with your membership to enjoy our exclusive benefits and offers. Click here to register.


Can I place place an order via phone or facebook messenger?

Sure. Customers are welcomed to contact our customer service to help you with the shopping procedure.


Can I add on new items to my existing order?

Yes, you may contact our customer service if you need to make changes on a confirmed order.


Can I cancel my order 

You can cancel your order if the item is not picked up from the store.
(Please be noted that cancellation of orders will not be accepted for customized items such as ring/
bracelet or bangle size/ pearl strand/ pendant necklace or pearl jewelry with customized design)
Please contact our customer service as soon as possible.


What can I do if the pearl jewelry I want is out of stock or run out of size?

If your favorite pearl jewelry is out of stock or run out of size, you may click "customized" on the product page. 
Products are expected to be shipped within 14-21 working days after the order is confirmed. 
There will be further notice if there are special circumstances that affect the delivery time.


If I fancy one of the pearl jewelriesis it possible that I change the pearl but keep the design 

If you are not satisfied with the pearl inlaid in the jewelry, you are welcome to contact us. 
We do provide jewelry customization service, where customers can pick their favorite pearl to be inlaid. 
We always wish our customers to be happy and satisfied with the jewelries they purchased.


Can I place an order online and deliver it as a gift?  

Sure! Simply just need to pick the jewelries and add your blessings when you checkout. 
We will print your blessings on a message card, along with the signature gift packaging of Olina Pearl and send them to your loved ones safely!


Can I make adjustment if my ring size does not fit?

Yes, but there will be a charge. 
Please be noted that for adjustment range is limited to a certain extent or impossible for some rings. Please contact us for more details.


What can I do if a pearl, diamond or gemstone seem to be loosen up or fallen off?

We are absolutely rigorous and meticulous during the setting process of pearls, diamonds and gemstones. 
However, metals might appear to be deformed or worn under different wearing and storage conditions. 
If pearls or gemstones appear to be loosen up or fallen off, bring your jewelries to Olina Pearl for check up and maintenance.


What can I do if a pearl or gemstone is loosen or lost unfortunately? 

Any jewelries purchased in Olina pearl are provided with 5-year fundamental maintenance service.
For loosen pearls or gemstones,  Olina pearl will inlay them for you without any charges.
For lost pearls or gemstones, you can repurchase the pearls or gemstones with 30% off its original price. 

Olina pearl will inlay them for you without any charges


If I have lost only one earring, can I purchase one earring instead of a pair?

You can bring the other half pair of earrings to our store or send it back to us by post.
Olina Pearl will recreate the other half pair of earring and pair the pearls.
Depending on the design and materials used, feasibility of earring pairing and charges will be determined.


If I have lost my earring back, can I purchase new earring back on its own?

You can bring your ear studs to our store and we will pair you with new earring backs according to the design of your earrings. 
You may contact us to find out more details for the cost.


If the necklace to my pendant is broken, can it be repaired?

Any jewelries purchased in Olina pearl are provided with 5-year fundamental maintenance service.
However, charges might apply depending on the corresponding materials, design and breakage location of the necklace.
Please bring the corresponding jewelry to our store or send it to us by post and we will evaluate the approximate time needed and whether there is a charge.

 

Can the thread of the pearl strand/ necklace be replaced ?

Olina Pearl guarantees all threads use in the pearl strands/necklaces are at the highest quality, which are very durable.
However, we do provide one-time free replacement of threads and re-stringing services within 5 years after purchase.
After that, HK$580 will be charged for any handwork repair services.


Can I extend the length of my necklace?

Degrees and methods of adjustment of necklace might vary, depending on the type of necklace.
You are welcome to visit our store and we can provide you with a thorough analysis.
Please be noted that adjustment might not be made and additional charges might applied, based on specific designs or materials (e.g. silver) limitations.


Can I repair the pendant clasp if I found it difficult open and close the clasp?

Difficulty in opening and closing the clasp is due to the aging of the spring part in the clasp.
We are happy to fix it for customers.

 

What can I do if I found that the nacre of the pearl seems to have fallen off or the lusters has diminished

Pearl is a type of natural gemstone, which means that it is irreversible once the nacre has fallen off or the luster has become diminished.
Pearls need to be worn and stored appropriately, in order to maintain its bright and shiny luster.
For more details, see Pearl Care.


What can I do if I found that the shininess of the metal components or diamonds seem to have diminished?

Simply make an appointment with us for the clean and polish service.
We will then confirm with you regarding the cost and approximate time needed.
To maintain the shininess and durability of the jewelries, we recommend our customers to clean, polish and check their jewelries regularly. 
 ※Note:Return, exchange and buy back services are not accepted for jewelries purchased in Olina Pearl.


Is the pearl jewelry I purchased on the website as shown in the picture?

Olina Pearl promises that the design and handicraft of the pearl jewelries are as shown in the picture.
The lusters, roundness and the surfaces of pearls are unique and non-replicable, because they are a natural organic gemstone.
Yet, we promise to pick and use the highest quality as possible in each piece of our pearl jewelries. 
We will try our best to maintain the highest quality possible of the following three principle of pearls: Surface, luster and shape.

 

What is the refund, exchange and return policy?

In order to provide an exceptional and safe online shopping experience to our customers, Olina pearl promises all purchased products through online shop are eligible to enjoy a 7-day return and exchange guarantee without conditions.
 

No returns and exchange to all "Non-Exchangeable & Non-refunded items" and "Sale items" are not accepted.

Products and other components can be refunded once ONLY within the 7-day period after they are received. 
Products and other components must be returned to Olina Pearl in their sellable state with corresponding receipt attached. 
Refunds can only be credited to the same payment method account provided during payment, however, customers are fully responsible for any delivery fees cost throughout the entire return process (including any shipping, taxes and duties).

Products and other components can be exchanged once ONLY within the 7-day period after they are received. 
Products and other components must be returned to Olina Pearl in their sellable state with corresponding receipt attached. 
Customers are fully responsible for any delivery fees cost throughout the entire return process (including any shipping, taxes and duties). 
Products at fixed price and other components are exchanged at their original price, customers are required to make up the price difference between the newly and previously purchased items.

As soon as customers' request on a return or exchange has been confirmed, customers will be notified with instructions on a return and exchange of products. 
Price difference of products are non-refundable for any replacement of products. 
Only products in the same category and the same pricing method will be accepted for a replacement.

Any products returned to Olina Pearl will be remarked. Customers will be notified once the entire return process is completed. 
The refund process might take up to 7-14 days, depending on the guidelines of customers' financial institutions. 
Refunds can only be credited to the same payment method account provided during the payment. 
The entire returns and refunds procedure are estimated to take up to 1-3 weeks from the confirmed returning date from SF express.