Customer Care

Have a question about your piece or your order? I’m happy to help. Contact me, or email Info@vaelpd.com if you would like to send photos.

Shipping your order

Ready-to-ship pieces usually ship within 1–2 business days, and made-to-order pieces usually ship within 5–7 business days. Business days exclude weekends and holidays.

See our Shipping Policy for delivery options, tracking and help with a missing package.

Returns & exchanges

For eligible non-custom pieces, contact Emily within 30 days of receiving your order. Earrings and custom, personalized or made-to-order pieces are not eligible for ordinary returns; damage or quality concerns can still be addressed.

See our Returns & Exchanges Policy for return conditions, shipping costs and how to request a return.

Order cancellations

Ordinary, non-custom orders can be cancelled before they ship. Custom, personalized and made-to-order orders cannot be cancelled once payment has been made. Please contact Emily about your order.

If something is not right

If your piece arrives damaged, please email photos of the damage and a short description of what happened to Info@vaelpd.com. I review damage reports individually. For confirmed damage on arrival, we offer a free repair or replacement; if a replacement is not possible, we offer a refund.

If a custom piece has a making error or quality issue, please get in touch so I can help resolve it.

Repairs & warranty

Repair service is available for jewelry sold by EL Pearl Designs. Our warranty period is 30 days from the day you receive your piece. Repairs for workmanship issues or problems with the piece itself carry no repair charge.

Customers are responsible for shipping to and from Emily for repair service. Other repair requests are quoted individually. Please contact me so we can discuss your piece, the work and any applicable costs.

If your piece arrived damaged, please contact me before sending it back so we can discuss the next steps described above.

Packaging & gifting

Our standard website packaging is suitable for gifting and is included at no extra charge. Depending on the piece, we use a jewelry box or a jewelry pouch. Standard packaging typically also includes a thank-you card, care card, cleaning cloth, and tissue or wrapping.

Personalized gift notes are not currently available.

Care in every detail

If a pearl, clasp, earring back or another component needs to be replaced before your order ships, I will explain the change and ask for your agreement first.

If you have a question about a return, a repair or an unusual situation, please get in touch.