FAQ

Jewelry Information

Is your jewelry hypoallergenic?

Yes, all of our earring posts are made of either solid 14k gold, or sterling silver dipped in 14k gold or rhodium (depending on color). Our other jewelry is made of a variety of high-gradematerials and metals including 14k gold and sterling silver. Please see exact materials listed under each item. 

How should I store and care for my jewelry?

We recommend giving your jewels occasional breaks from wear, and storing them in a jewelry organizer. Our suede pouches are perfect for traveling with your jewelry. To ensure a long lasting finish on your jewelry, please avoid contact with moisture and liquid cosmetics—this includes body oils, lotions, sunscreen, or makeup. We recommend taking your jewelry off before showering, bathing, or swimming. 

What are the differences in sizes for pearl earrings, brilliant stud earrings, or pearl necklaces?

Our most popular stud size is the 8mm; they’re perfect for an everyday, classic look. We recommend the 5mm for the minimalist who prefers a more understated look. This is also a great option for a younger consumer. Our 10mm is for those who like to make more of a statement with their jewels. 

Our two most popular pearl necklace sizes are The Pearl Choker, 14-16 inches long, and The Princess Necklace, 17-19 inches long. The Pearl Choker compliments almost any neckline and can be worn both day and night. The Princess Necklace is the most common length of pear necklaces. It works best with crew and high necklines, or deep plunging necklines. This is considered the classic pearl necklace length, which makes it the best choice if you’re unsure about which to buy.

I’ve noticed you sell different types of pearl earrings and necklaces. What is the difference?

All of our pearls are special but they do have some differences. Our Mother of Pearl jewelry are imitation pearls, which have the look and feel of real pearls but at a fraction of the price. They’re great for traveling! Our Premium Pearls are hand-selected freshwater cultured pearls, which are 95% blemish free and have a really high luster. Finally, our Ultra Premium Pearls are Japanese Akoya, which come from a completely different oyster that gives even more luster and shiny finish. Most of our consumers prefer our Mother of Pearl or Premium Pearl, but we have found real pearl lovers enjoy the Ultra Premium Pearl. 

How can I figure out what to wear with my jewelry or what type of gift to buy?

Our team of in-house stylists is here to help you! Whether you have an outfit but can’t figure out which jewels to pair with it, you’re unsure what earrings to pair with your necklace, or you need help picking out a gift, we have a full team of jewelry experts and experienced stylists ready to assist you with any accessorizing needs! 

Shipping

How will my jewelry arrive?

Your Pavoi jewelry will arrive individually wrapped in a stunning sapphire pouch and gift box. We recommend using the pouch when traveling with your jewelry.

Which carrier do you use for shipping?

We ship all U.S. orders through USPS, FedEx, and UPS. Currently we only offer Standard Shipping, no expedited shipping.

How will I know when my order has been shipped?

Once your order has shipped, we will send you an email with shipping confirmation and a tracking number. 

Do you ship internationally?

Unfortunately at this time we do not offer international shipping.

Do you ship to Hawaii and/or Alaska?

We do ship to both Hawaii and Alaska, however we are unable to offer expedited shipping at this time.

Returns & Warranties

Do you accept returns?

We accept returns* on any unworn merchandise within 30 days of the ship date. If your jewelry arrives unsatisfactory, we will replace your order immediately free of charge.

*We do not accept returns on any bulk orders (15 units or higher). For these orders we will only be able to honor our warranty policy.

Who do I contact about a return or replacement?

Please email info@pavoi.com for questions about a return or replacement. 

Do you offer any type of warranty for your jewelry?

Yes. We offer a warranty on all of the jewelry purchased from our website.

14k Plated Jewelry is guaranteed within 90 days, or 3 months, of purchase.

Vermeil & 14k Gold Jewelry is guaranteed within 365 days, or 1 year, of purchase.

The jewelry must be purchased directly from this website, and will not be eligible for warranty if purchased through a third-party site.

Route Package Protection

What is Route?

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is
to have something happen to your order, so we’ve partnered with Route to offer added
assurance that you’re supported. Route Protect can be added during checkout.

How Does Route Work?

If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps
ensure that your order gets replaced or refunded as preferred. Claims will be
reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File
here

When Should I File a Claim?

When your order is marked as:

Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.

Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur.

Stuck In Transit (Lost)

For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

Damaged

Claims for damaged itemsrequirephotos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

If you insured your order
with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will
need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Get in touch

Have questions about your order, or a general enquiry?