Frequently Asked Questions
- Why is Twelve Pearls so much cheaper than everyone else?
- Can I view your products in person before purchasing?
- What guarantees do I have to the pearls quality?
- How soon can I have my order?
- I don't see what I'm looking for, can you help?
- What is your address?
- Can I pick up my order?
- How often should I restring my pearls?
- How often should I clean my pearls?
- Do you offer a restringing service?
- How do I track my order?
Why is Twelve Pearls so much cheaper than everyone else?
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We get asked this question a LOT and find some people being wary initially of ordering from us because our prices are just TOO good! I guess the best reason we can offer our beautiful jewellery at up to 80% off retail is that retailers have huge margins on their pearls (and other jewellery) and everyone is used to pearls only being affordable to the very well off. We're trying to change that! We want everyone to enjoy pearls, so we have cut our margins as much as we can!
As Twelve Pearls is an online store, we also save on holding a physical address, too many staff and lots of other costs involved in a retail outlet. We have genuine, stunning pearls which is why we are confident enough to offer a 90 day money back guarantee on all of our jewellery. The well established relationships we have with our suppliers and pearl farms mean we are guaranteed the best selection at the best prices which means we can continue to offer these prices.
Give us a go and you'll see you are buying amazing pearls, just at amazing prices too! Our testimonials are genuine, have a read and you'll be sold :)
Can I view your products in person before purchasing?
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Sorry to say, no for a couple of reasons. Firstly, we are purely an online store which helps keep our overheads down which keeps our prices down. Our insurance also doesn't allow for any customer pickups. To help with any possible uncertainty in ordering sight unseen, we offer a 90 day money back guarantee which allows you to return any order if it doesn't meet your expectations.
What guarantees do I have to the pearls quality
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Our Return Policy
We offer a 90 day Money Back Guarantee which makes sure of complete satisfaction with all our products. If you are not satisfied for ANY reason, please follow our return policy instructions and you will receive a full refund. NO RISK PURCHASING AT TWELVE PEARLS!
How soon can I have my order
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We have most orders out the door within 2-7 business days depending on the product/s purchased. The majority of our jewellery is made to order and some items require a longer time than others. Our Tahitian & South Sea pieces are made to order (from scratch) so please allow a longer processing time for these special items. Some of these pieces require 1-2 weeks, others 2-3 weeks (plus shipping), you will need to check the individual product page for exact time frame. Sometimes we are able to expedite these items, so please ask!
If you require your order to your door within 7 days, please let us know before you order to make sure that's possible. We will do everything we can to try to ensure you have your last minute purchase in time!
I don't see what I'm looking for, can you help?
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Absolutely! We custom make the majority of our pieces, so let us know what you are after and we will do everything we can to give you your dream piece of jewellery. If you have a photo of what you are looking for, that would help even more!
What is your address?
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We are a Melbourne based business located in the Fitzroy area however as we are purely an online business, we do not publish our office address. We try to keep our overheads as low as possible which is how we can offer such great prices. Our insurance doesn't allow for pickups, so please if you need to contact us, either email or phone.
Can I pick up my order?
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Twelve Pearls is purely an online store which helps keep our overheads down which keeps our prices down! Our insurance also doesn't allow for any customer pickups. If you are needing a last minute gift or purchase, let us know, we can organise Express Post which will get your order to most locations the next day.
How often should I restring my pearls?
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This is a great question and the answer really depends on how often you wear your pearls. A good quality pearl strand, like what we sell here at Twelve Pearls will be strung on pure silk thread. As such, if your pearls are worn on quite a regular basis, we recommend restringing your pearls every 12 months or so. The reason being, silk will start degrading after a while from body oils, moisture in the air and other pollutants and will have more of a tendancy to break after a period of time. If your pearls are only bought out on special occasions and are cleaned and stored well, you could probably get away with restringing them every few years.
Twelve Pearls offer a restringing service (even if you didn't purchase your pearls from us.) The rate for restringing is $2 per inch with a minimum of $35 plus postage. However, if you would like to order something from our store at the same time, we will ship your restrung pearls and your purchase with free shipping.
How often should I clean my pearls?
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Pearls can be quite delicate and need real care to keep them looking beautiful for a long time to come. You should clean your pearls after each time you wear them. Simply wiping your pearls with a soft cloth should be sufficient.
For further information about cleaning your pearls and what to avoid, check out our Pearl Care page.
Do you offer a restringing service?
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Yes we do! We will happily restring your favourite pearl strand for you, whether they came from us or not. Restringing your pearls around once a year is a must if you wear them regularly, as the silk thread they should be knotted on, does deteriorate after a while from body oils, pollutants etc. You dont want your strand to break and possibly damage your strand by falling to the ground, or even losing one or two pearls!
The rate for restringing is $2 per inch with a minimum of $35 plus postage. However, if you would like to order something from our store at the same time, we will ship your restrung pearls and your purchase with free shipping. Click here to let us know your requirements.
Also if you wanted to jazz up your pearl strand, why not think about changing your pearl clasp! Check out our clasp collection here.
How do I track my order?
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All orders are sent via Australia Post and orders over $100 via Registered Post with insurance.
You will have received a Shipping Notification email on the day your order was sent with a tracking number attached. You can track your order at the Australia Post website. Please note, tracking information will not appear until your order is scanned at the final destination sorting facility.