Customer Care

 

  • Making an order 
  • Delivery Information - UK and International, Orders in transit Insurance 
  • Returns & Exchanges 

Making an order

Shopping at Coleman Douglas Pearls is easy - Orders can be placed online, via telephone, email or fax or at our Knightsbridge showroom.

Telephone: If you prefer to speak to one of our Customer Care team call from within UK 0207 373 3369 or +44 207 373 3369 for overseas orders. Our customer service team will be happy to assist with any queries or orders and is available Monday to Saturday 10 .30 am to 6.30 pm GMT. Should we not be available at your time of calling we have compiled a list of Frequently Asked Questions which might address your query, which we hope you will find useful -we are always delighted to hear from you.

Email: You may prefer to email enquiries at order@pearls.co.uk We will contact you to take payment before dispatching the order.

Fax: You may also place an order by Fax on 0207 584 9567 from within UK or +44 207 584 9567 for overseas orders.

Visit us: Should you wish to view these items in person, we would be delighted to meet you at our shop located at Coleman Douglas Pearls, 42 Beauchamp Place, London SW3 1NX, Great Britain 

Making a purchase online is easy. Just follow these simple steps:

  • Shop by browsing through our selected designs within each category.
  • Click on the image to access the individual item's product page where you will be given information on the content materials of each design, length, item number, price, colour options and how it looks when worn.
  • Add merchandise to your shopping bag by clicking on the 'add to shopping bag' button near the desired item.
  • Review the items you have chosen in your shopping bag. To delete an item from your shopping bag, click on the 'Remove' button next to the item. To change the number of items key in the new quantity and click on 'update shopping bag'.
  • To resume shopping after viewing your shopping bag, go back to the desired category you wish to view by clicking on it. Please be aware that when the item is in your shopping bag another customer can still purchase it. 
  • The total of your choices in the shopping bag will show, next to the shopping bag icon, on the top right hand of the screen.
  • Proceed to checkout to finalise your purchases and follow the instructions.
  • Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order.

Payment can be made securely online with Visa, MasterCard and American Express.

Your jewellery will be dispatched within 3 working days of the acknowledgement of your order, subject to our terms and conditions. 

All orders arrive in beautiful Coleman Douglas Pearls boxes. A special gift wrapping service is available for gifts. You may select this option when paying for your order at checkout.

Delivery Information - UK and International, Orders in transit Insurance

We aim to deliver your chosen items to the place and person of your choice, in perfect condition and in the shortest possible time.

Most orders will be dispatched within 3 working days from receipt of your acknowledgement email, subject to credit clearance, address verification and availability of items. We will contact you if there is a delay or items are out of stock.

UK Delivery

Delivery to addresses within the UK costs £10.00 and will be delivered by Royal Mail Special Delivery service within 3 working days from acknowledgement of the order. For purchases over £150.00, delivery is free of charge.

Parcels will need to be signed for in person so please state as delivery address an address at which you will be, this could be your home or work address. If you are not at the delivery address when your parcel is delivered, Royal Mail will leave a calling card and you will be able to collect your parcel from your post office.

Once your order has been dispatched you will receive an email with your unique tracking number which you can use to track the order via royalmail.com

International Delivery

Please also note that any duty and taxes incurred in the country of destination are the responsibility of the customer.

Delivery to overseas addresses costs:

  • Postal tracked and signed items delivered within Europe £25.00
  • Signed for or tracked only items delivered anywhere else in the world by the post office £35
  • Should you wish to use FedEx please let us know the cost is approximately at £45.00 in which case it will be delivered by courier within 9 days depending on your destination.

Parcels will need to be signed for in person so please ensure that the delivery address you give us is an address at which you will be during working hours (home or work). If you are not at home when your parcel is delivered, the Postal Service will alert you, if you chose Courier service the Courier Company will leave a calling card and you will be able to reschedule your delivery for a time more convenient to you.

Orders in Transit - Insurance

CDP insures each purchase during the time it is in transit until it is delivered to you. You will be asked to sign for any goods delivered at which point responsibility for your purchased goods passes to you.

Returns and Exchanges

  • Returns Policy for faulty goods
  • Returns Policy for sale items
  • Gift returns
  • How to proceed if you want to return or exchange an item
  • How to proceed if you want to return faulty goods

Unsuitable jewellery purchased online through our web site will need to be shipped back to us for return or exchange within 3 working days of receiving the item. Please note that we are unable to accept returns or exchanges on pierced earrings and tailor made or specially commissioned items.

We strongly advise all customers to check their purchase thoroughly upon delivery before removing any attached tags or disposing of any original packaging.

Upon receipt of an order, if any item has been received faulty or without tag, the customer should notify us (by phone or email) within 48 hours of receipt if they wish to return the item.

The item you return must be in new, unused, and unworn condition, with all the original packaging and tags still attached. We do not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.

Before you return something you must notify us within 48 hours of receiving an item and obtain a Return Authorization Reference [RAR] number by emailing us at orders@pearls.co.uk , All returns from any particular order need to be returned in one shipment.

Please include your original receipt in the returned parcel. You must write your Return Authorization Reference [RAR] number on the receipt, and on the label of the returned parcel. Any returned items that are not accompanied by an official reference number will not be accepted.

We can only exchange an item for the same item in a different size, subject to availability or a similar item. We are unable to process any exchanges for a completely different item. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check.

Returns received after the 5 working days’ time frame are accepted at the discretion of CDP and can only be refunded with a 'store credit note' which can be used online or in our shop.

Exchanges received outside the 5 working days time-frame as stated above are also subject to product availability and the customer will incur any shipping costs for such exchanges. Any further returns of exchanged items outside the stated time-scales will again be at the customer's cost for shipping and refunded only as a store credit.

If you prefer, you can contact one of our Customer Care representatives who will be happy to talk you through our returns procedure, simply call 0207 373 3369 from within UK or +44 207 373 3369 from overseas. Our customer service team is available Monday to Saturday 10.30 am to 6.30 pm GMT.

It is advisable to send returned items by Royal Mail special delivery post, Tracked and Signed for postal service / DHL or FedEx and keep your proof of postage certificate, as we cannot be responsible for goods lost or damaged in transit.

Please note that we do not accept liability for returned goods if you do not return them to us via Royal Mail Special Delivery, Tracked and Signed for postal delivery, DHL or FedEx.

Please send all returns to Coleman Douglas Pearls, 42 Beauchamp Place, London SW3 1NX, Great Britain

Please note that all postal or courier costs for returned goods are the customer's responsibility and will be reimbursed by us only in the case of faulty or incorrectly supplied goods.
If you wish to receive a refund we will re-credit the original purchaser's credit card for the sum paid less any taxes, duties and postal costs.
Please be aware that international customs duties and sales taxes, however they have been incurred, are NOT refunded for shipments outside the European Community (EU).
In the event of an exchange please be aware that you will be required to pay any difference in cost and any additional carriage, shipping, taxes and import duties. Any unused credit will remain on your account until your next purchase.
Please note that all postal or courier costs for returned goods are the customer's responsibility and will be reimbursed by us only in the case of faulty or incorrectly supplied goods. Customers' statutory rights are unaffected.


Returns Policy for faulty goods

Same as above except that we request that all items are returned within 3 working days of the date you received your Return Authorisation Reference [RAR] number.

Returns Policy for Sale Items

Same as above except that we request that all sale items are returned within 3 working days of the date you received your Return Authorisation Reference [RAR] number.

Any items returned outside the above mentioned time frame are accepted at the discretion of CDP and can only be refunded as a store credit.

Gift returns

If you have received a gift from Coleman Douglas Pearls you can exchange it for credit to use at Coleman Douglas Pearls. This allows you to exchange your unwanted gift for another item by using this credit to purchase more suitable Coleman Douglas Pearls designs either online or at our shop Coleman Douglas Pearls, 42 Beauchamp Place, London SW3 1NX. Please be aware that you will be required to pay any difference in cost and any additional shipping costs, taxes and import duties. Any unused credit will remain on your account until your next purchase.

How to proceed if you want to return or exchange an item

The item you return must be in new, unused, and unworn condition with all the original packaging and tags still attached. We do not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.

Before you return something you must notify us within 48 hours of receiving an item and obtain a Return Authorization Reference [RAR] number by emailing us at orders@pearls.co.uk. All returns from any particular order need to be returned in one shipment.

Please include your original receipt in the returned parcel. You must write your Return Authorization Reference [RAR] number on the receipt, and on the label of the returned parcel. Any returned items that are not accompanied by an official reference number will not be accepted.

We can only exchange an item for the same item in a different size, subject to availability or a similar item. We are unable to process any exchanges for a completely different item. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check.

It is advisable to send returned items by Royal Mail Special delivery post, Tracked and Signed for postal service / DHL or FedEx and keep your proof of postage certificate, as we cannot be responsible for goods lost or damaged in transit.

Please note that we do not accept liability for returned goods if you do not return them to us via Royal Mail Special Delivery, Tracked and Signed for postal service, DHL or FedEx.

Please send all returns to Coleman Douglas Pearls, 42 Beauchamp Place, London SW3 1NX, Great Britain.

Please note that all postal or courier costs for returned goods are the customer's responsibility and will be reimbursed by us only in the case of faulty or incorrectly supplied goods.

In the event of an exchange please be aware that you will be required to pay any difference in cost and any additional carriage, shipping, taxes and import duties. Any unused credit will remain on your account until your next purchase.

How to proceed if you want to return faulty goods

We request that all faulty items are returned within 3 working days of the date you received your Return Authorization Reference [RAR] number by following the standard returns process detailed above.

Please note that faulty items will be accepted only if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected and any items deemed subject to fair wear and tear will not be accepted as faulty.

Exchanges are possible if the item is available. We can only exchange faulty items for the same item in the same size, subject to availability. If you wish to exchange, please make your request clear when requesting your RAR.

Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.

COLEMAN DOUGLAS PEARLS - ALL DESIGNS REMAIN THE PROPERTY OF COLEMAN DOUGLAS PEARLS AND ARE PROTECTED BY COPYRIGHT AND DESIGN RIGHT. COLEMAN DOUGLAS PEARLS LTD. REGISTERED IN ENGLAND AND WALES ©

visit our flagship pearl shop in London:

42 Beauchamp Place, London, SW3 1NX  Monday – Saturday: 11 am – 7pm



Or visit one of our prestigious stockists.