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FAQs

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PRODUCT

ARE CULTURED PEARLS, IMITATION PEARLS?

NO. Cultured pearls are created from the same minerals and proteins as natural pearls, and can take up to seven years to cultivate depending on the type of pearl. Imitation pearls are usually made from plastic or glass and can be manufactured effortlessly and swiftly. 

WHAT ARE AKOYA PEARLS? AND WHAT ARE THE DIFFERENCES BETWEEN AKOYA AND FRESHWATER CULTURED PEARLS? 

Akoya pearls are the most popular pear, commonly used in necklaces and earrings. Akoya Pearls are cultured in Akoya oysters, which are found in Japan. Akoya pearls are known for their intense luster, and capability in size, and are considered the classic pearl. 

Akoya pearls are saltwater pearls and tend to have a larger range in sizes and have a rounder shape to them. Whilst Freshwater cultured pearls are smaller in size and often have a more oval shape to them. 

ORDER PROCESSING

CAN I MAKE A CHANGE TO MY ORDER AFTER IT HAVE BEEN PLACED?

There is a very short window to make a change after an order is placed. Once the order begins processing at our shipping center, we cannot make any changes.

As soon as you notice any issue with your order you should notify us immediately. Please contact us and include "Change Order" in the title to ensure your request is expedited. We will do our absolute best to accommodate this request, however, can not make any guarantees, unfortunately.

I JUST PLACED AN ORDER AND WANT TO ADD ITEMS TO IT. CAN I DO THAT?

Unfortunately, we cannot add anything to an existing order. Please place a new order for any new items.

CAN I RETURN ITEMS I ORDERED?

We offer returns/refunds for products arrive damaged.

Should this unfortunate incident occur, please contact us and we’ll make sure to get everything fixed!

I’M TRYING TO CHECKOUT BUT KEEP RECEIVING AN ERROR MESSAGE.

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. It is most likely an issue with your billing zip/postal code. Please review all information closely and look for any typos.

I KEEP ENTERING CORRECT INFORMATION BUT MY ORDER WON'T GO THROUGH.

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact us and we’ll help you out!

HOW LONG WILL IT TAKE CANCEL AND ORDER AND RECEIVE A REFUND?

We will process a cancellation request immediately. Sometimes refunds can take 48 hrs. to process depending on the credit card company. If you do not see a refund reflected on your card after 48 hrs please contact us. We’ll work to get everything sorted out!

SHIPPING

IS IT SAFE TO MAIL JEWELRY?

YES. PAVOI ships our jewelry by trusted carriers such as UPS and USPS. All of our shipments are insured by their carriers. 

IS SHIPPING FREE?

All orders over $50 receive free standard shipping to US domestic location. 

HOW LONG DOES IT TAKE TO GET MY ORDER?

All in-stock orders take 24hrs to process. Standard shipping generally takes 3-5 business days, varying factors include method and location. 

DOES PAVOI SHIP INTERNATIONALLY?

YES. For customers outside of the US, we offer the ability to pay in your local currency. PAVOI ships out worldwide and uses FREE international shipping to Canada, United Kingdom, Australia, and selected Western European countries. 

WILL INTERNATIONAL CUSTOMERS BE CHARGED FOR VAT OR ANY APPLICABLE TAXES?

NO. However, customers purchasing outside the US and paying in USD will be subjected to charges for shipping and any other applicable duties or taxes. 

CAN I CHANGE MY SHIPPING ADDRESS AFTER I PLACE MY ORDER?

There is a very short window to make a change to a shipping address after an order is placed. Once the order begins processing at our shipping center, we cannot make any changes.

As soon as you notice any issue with your order you should notify us immediately. Please contact us and include "Change address" in the title to ensure your request is expedited. We will do our absolute best to accommodate this request, however, can not make any guarantees, unfortunately.

THERE IS A MISTAKE ON MY SHIPPING ADDRESS

If you notice a mistake on your shipping address please notify us right away. There is a very tight window to make an address change as explained here. Please contact us and include "Change address" in the title to ensure your request is expedited.

If an order shipped with a minor address error, like a typo or failure to include an apartment number, often it will be automatically fixed by the carrier.

If the order is undeliverable because of an address error, we will try out best to get your order re-delivered. Please make sure to review all your shipping information prior to completing your order. While we will do everything we can to get an order re-delivered, there will be circumstances where there is nothing we can do, unfortunately.

WHY ISN’T MY TRACKING LINK WORKING?

If you are checking tracking directly after receiving your shipping confirmation email, please wait up to 24 hours for information to become available. Often there is a lag time between when an order leaves our fulfillment center to when information is available from the shipping carrier.

If you are checking tracking and nothing has been updated for a few days, this occasionally occurs and is normal. Often your package will be in transit but tracking, unfortunately, does not update.

If you're still unable to locate the package, please contact us and provide us with your ship-to name, the email address used to place the order, and order number. We'll look into the matter and help locate your order as quickly as possible!

MY PACKAGE SHOWS IT’S DELIVERED BUT IT IS MISSING.

If you have not received your order but tracking shows delivered please check your mailbox in addition to your front door. Our deliveries are often put in mailboxes.

If it is not in your mailbox you may want to check with your neighbor to ensure the package wasn't mistakenly placed nearby. Occasionally, carriers leave a package at a door nearby in error.

If you're still unable to locate the package, contact us and provide your name, shipping address, the email used to place your order, and order number. We'll look into the matter and help locate your order as quickly as possible!

MY ITEM ARRIVED DAMAGED.

We apologize if an error occurred and your item was received damaged. Should this unfortunate incident occur, please take a photo if possible and contact us. Please send us an email and provide your name, order number, and an explanation of the problem. We'll be glad to help!

I RECEIVED THE WRONG ITEMS

If you have received an incorrect item contact us right away. Please email us and provide your name, order number, and which item(s) you are missing or are wrong. We'll make certain the issue is resolved for you!

DO YOU INCLUDE PRICES WHEN YOU SHIP A PACKAGE

We do not include any pricing information in our packages when they ship, just a packing list, so if you're sending this as a gift to a very lucky person, not to worry!

SHIPPING TO APO/MILITARY PERSONNEL

We do ship to APO Ad.

If you have placed an order and waited for 30 days and still have not received your package please let us know so we can help track it down for you! Please make sure you choose the ECONOMY shipping method. All expedited methods are not compatible with APO addresses.

For your convenience, here is what the USPS has to say on entering an address for an APO or FPO Box.

Get the Address Right

CPT JOHN DOE
UNIT 2050 BOX 4190
APO AP 96278-2050

SGT ROBERT SMITH
PSC 802 BOX 74
APO AE 09499-0074

MSG JANE DOE
CMR 1250
APO AA 09045-1000

  1. Write out the service member's full name in the address.
  2. Include the unit and APO/FPO/DPO (Air/Army Post Office™, Fleet Post Office or Diplomatic Post Office) address with the 9-digit ZIP Code™ (if one is assigned).
  3. Include a return address.

* All mail must be addressed to someone specific; addressing mail to "Any Service Member" is no longer permitted.

CAN YOU INCLUDE A GIFT NOTE IN MY ORDER?

Unfortunately, we cannot add gift notes at the moment.

CAN YOU DO GIFT?

Unfortunately, we cannot do gift wrapping at the moment.

CONTACT US

I CAN’T FIND AN ANSWER TO MY QUESTION, HOW CAN I CONTACT YOU?

If you cannot find an answer to your question please contact us here.