FREQUENTLY ASKED QUESTIONS

  • How do I look after my pearls?
  • How often should I re-string my pearls?
  • How do I clean my pearls?
  • Where is the jewellery made and designed?
  • Do pearls bring bad luck?
  • Are the pearls Coleman Douglas Pearls use real?
  • Do you use Imitation pearls?
  • How are your designs strung? Will they break easily?
  • Are the stones you use genuine?
  • Do pearls really enhance my beauty? How do they do this?
  • Is each metal item hallmarked? Why?
  • How do I contact Coleman Douglas Pearls?
  • What services do you provide?
  • How do I place an order?
  • How do you deliver, how long does it take to arrive and what are your charges?
  • How do I navigate the site/search for an item?
  • Can you deliver to a different address, will you deliver anywhere?
  • Can I have my purchase gift wrapped?
  • Do I have to be there to take delivery of my purchases?
  • Can I track my order?
  • My Purchase has been shipped but I have not received it, what do I do?
  • Can I return my purchase if I do not like it?
  • Can I cancel my order if I have changed my mind?
  • Can I make changes to my order?
  • How do I return an item that is damaged or faulty?
  • Are my credit card details secure?
  • What do you do with my personal details?
  • What credit cards do you accept?
  • When will my credit card be debited?
  • What other methods of payment do you accept?
  • Can I register with your site?
  • Are Majorca pearls real?

How do I look after my pearls?

Wear them! Pearls will enhance your beauty and by wearing them next to your skin you will keep them moist and lustrous as your pearls are in contact with your naturally secreted oils. The only exception to this rule is when you are exercising strenuously, as the sweat you secrete is acid, nor is it advisable to wear your pearls while swimming in a chlorinated pool or taking a bath/shower as the chemicals in the water will attack the nacre.
The most damaging substance that pearls come into contact with on a regular basis is perfume, fake tan and hairspray; they have chemicals that attack the nacre of your pearls and will eventually eat the nacre away.
When not in use pearls should be stored in silk or chamois leather. Never store them in a sealed plastic bag as they will eventually become dull and dry out.
For further information refer to our very comprehensive Taking Care of Pearls section.

How often should I re-string my pearls?

You should re-sting your pearls every year if you wear them frequently, if the silk has stretched, become grey, or if the 'gimp' becomes green. Gimp is a tiny metal coil, which is placed around the silk to protect it from prolonged contact with metal, for example near a metal clasp or under our logo.

Our charges vary depending on the type of pearls found in your necklace or bracelet, the length and number of strands in your jewellery. To find out the charge for re-stringing your particular item of jewellery speak to one of our Customer Care team, call from within UK 0207 373 3369 or +44 207 373 3369 for overseas. Our customer service team will be happy to assist and is available Monday to Saturday 10 .30 am to 6.30 pm GMT. You can also email enquiries at orders@pearls.co.uk.

It is a good idea to give your pearls a routine professional clean when you have them re-strung. Send us your pearls by Special Delivery Royal Post or courier to be cleaned, for which there is a nominal £20 charge + postage or courier fee.
For further information refer to our What makes us Special and Taking Care of Pearls sections.

How do I clean my pearls?

You may clean them with a damp cloth or with a short dip in warm water. Do not use ANY cleaning agents or detergents. Leave the pearls to dry out by laying them on a dry towel overnight until the silk is dry, otherwise it will stretch?

The best solution is to send your pearls by Special Delivery Royal Post or courier to us to be professionally cleaned for which there is a nominal £20 charge + postage or courier fee. For more details, see our What makes us Special section.

If you are outside the UK take them to a reputable jeweller who is known as a pearl specialist to be cleaned.
For further information on pearl care refer to our Taking Care of Pearls section.

Where is the jewellery made and designed?

All Coleman Douglas Pearls are designed by Christianne Coleman Douglas, our designer - the driving force behind Coleman Douglas Pearls. All of our designs are hand made in England.

Do pearls bring bad luck?

No, Pearls simply enhance your beauty and by wearing them often you will enhance their lustre.
The "bad luck" old wives' tale comes from the explanation which alchemists in the middle ages gave to the creation of pearls. They felt that such naturally beautiful gems should have an unusual birth process to be born from such ugly molluscs; hence they explained the birth of a pearl as the result of a baby mussel surfacing and receiving each tear that was shed by an angel.

Read more about types of pearl

Are the pearls Coleman Douglas Pearls use real?

The pearls we use for the designs sold on this web site are cultured pearls, which are the product of the natural reaction of a mollusc after the introduction of a foreign body into its system. All cultured pearls are man started but never man made. They can be either of seawater origin like Akoya, Tahitian and South Sea pearls or of Freshwater origin.

For a more comprehensive explanation of the cultured pearls please refer to the Types of Pearl section.


Do you use Imitation pearls?

NEVER!

Imitation pearls are made of acrylic paint on plastic beads or beads coated in concentrated fish slime or crushed shell and plastic. We think women deserve better!

How are your designs strung? Will they break easily?

Pearls should be re-strung every year if worn frequently.
Our designs are strung on a variety of materials, depending on the piece and its weight; this allows us to guarantee our stringing for one year after we have sold it. Our designs will not break easily as we use different combinations of silk, nylon and metal threads including steel.

All South Sea, Tahitian and Akoya pearl strands are fully knotted, with a knot between each pearl, for your peace of mind. All other designs are knotted at least every inch.
For details on restringing your pearls please refer to the 'How often should I re-string my pearls' section above.
For details or our restringing services, see our Services page.

Are the stones you use genuine?

Yes, all the stones we use will be clearly identified. They are genuine and untreated as nature intended them to be. Our production team checks the provenance of all our component stones. By virtue of the stores that we supply and design for, we are regulated by very stringent quality and content checks.

Do pearls really enhance my beauty? How do they do this?

Yes, pearls really do enhance your beauty when you wear them. All style icons over the centuries have worn their pearls when they wanted to look their best from Elizabeth I to Coco Chanel, Marilyn Monroe, Grace Kelly, Jacqui Kennedy and Diana, Princess of Wales.
The scientific explanation for this is that the reflection of light from your skin and the reflection of light from a pearl is read as one by the eye of the beholder, therefore fooling your admirer into thinking that the lustre of your pearls is one with the radiance of your skin. This is due to the way that light penetrates the multiple tiny layers of either your skin or the pearl's surface and is reflected in a suffused glow.

For more details, see our Choosing Pearls pages.

Is each metal item Hallmarked? Why?

All bracelets, necklaces, anklets, and belts have our unique Hallmarked tag which is a guarantee of genuine manufacture. Hallmarking is a guarantee of quality. 

Every piece is sent to the London, Edinburgh or Birmingham Assay Office all of which are part of the UK Assay office, where it is tested and stamped with the unique Coleman Douglas Pearls hallmark, each metal item is also marked as to metal content: Silver, 18ct Gold or Platinum. This confirms that the metal content is of the highest quality. 

How do I contact Coleman Douglas Pearls?

You can e-mail us at enquiries@pearls.co.uk
Phone us from UK on 0207 373 3369
Call us from outside the UK on +44 207 373 3369

Or drop us a line at:
Coleman Douglas Pearls
42 Beauchamp Place
London SW3 1NX
United Kingdom

You can also follow us on twitter, become a fan on Facebook and read our news & style tips on the CDPearls blog.

What services do you provide?

We provide:

  • A Gift packing service - This is an available option for you to choose as you pay for your order at checkout. 
  • We also provide added services such as:
  • Gift Vouchers
  • Express delivery for your jewellery if you live in Central London
  • Assistance in choosing the ideal gift
  • Bespoke jewellery service
  • Customised Christmas gift buying service
  • Customised Bridal jewellery
  • For all the above services refer to the Services section.

If there is a service that you are interested in, just ask as we are happy to help in any way we can.

How do I place an order ?

Shopping at Coleman Douglas Pearls is easy - either place your order online and your jewellery will be dispatched within 7 days of the acknowledgement of your order within the UK or within 9 days for Overseas orders, subject to our terms and conditions.

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 is available Monday to Saturday 10.30am to 6.30 pm GMT and will be happy to assist with any queries or orders by phone or you may prefer to email enquiries at orders@pearls.co.uk. You may also place an order by Fax on 0207 835 2068 from within UK or +44 207 835 2068 for overseas orders.

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.
Should you wish to view our designs in person, we would be delighted to welcome you to our shop located at: Coleman Douglas Pearls, 42 Beauchamp Place, London SW3 1NX, Great Britain. 

Read more about the ordering, delivery and returns processes on our Customer Care page.

How do you deliver, how long does it take to arrive and what are your charges?

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 7 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 £7.00 and will be delivered by Royal Mail Special Delivery service within 7 days. For purchases over £250.00, 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 £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.

How do I navigate the site/search for an item?

You can browse by present giving occasion, or price bracket. Making a purchase on line 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 7 days of the acknowledgement of your order within the UK or within 9 days for Overseas orders, 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.

Can you deliver to a different address, will you deliver anywhere?

Yes, 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 7 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.
We will deliver almost anywhere in the world; as long as the Royal Mail and FedEx get there so will your order.

Can I have my purchase gift wrapped?

Yes, we offer a gift wrap service. The gift-wrap option is available for you to choose as you pay for your order at checkout. All your purchases will already come in their own Coleman Douglas Pearls box or pouch (depending on the design).

However if you would also like them hand gift-wrapped, this can be done for an additional £5.00 per item. They will be wrapped in quality gold paper and finished with a hand-tied ribbon. It will also come with a gift card for you to write a message to the recipient.

Do I have to be there to take delivery of my purchases?

Within the UK, 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 home 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.

Outside the UK, All purchases will be delivered by post office or courier and 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 Post Office or Courier Company will leave a calling card and you will be able to reschedule your delivery for a time more convenient to you.

Can I track my order?

You can check the current status of your shipment by using the unique tracking number which we will have provided you with by email with the carrier used.

You may also email us at: orders@pearls.co.uk and supply us with the unique tracking number which we will have provided you with by email. We will then track your shipment for you.
CDP will store a record of your transactions for a minimum of one year. Please note that for your security only a record of your transaction is kept at CDP or on the CDP web site; your credit card details will not be held at CDP or the CDP web site. For more information read our Privacy Policy.

My Purchase has been shipped but I have not received it, what do I do?

You can check the current status of your shipment using the tracking code you were emailed when your order was dispatched, on the website of the relevant carrier.

Alternatively email us at orders@pearls.co.uk and supply us with the unique tracking number which we will have provided you with by email. We will then track your shipment for you.

Can I return my purchase if I do not like it?

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.
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.
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 with no tags, damaged or faulty, 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 Authorisation 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 Authorisation 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 team 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 / 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, 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 damaged, 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 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 damaged, faulty or incorrectly supplied goods.
Customers' statutory rights are unaffected.

For full details, read the returns information on our Customer Care page.

Can I cancel my order if I have changed my mind?

You may cancel your order if it has not yet been dispatched. In the case of specially ordered designs, if the process of making the design has not yet begun, we will be able to cancel this order. However, there will be a cost associated with this as the online Payment Company will already have levied charges onto us, which we will not then be able to refund you.
If your order has been dispatched you will need to notify us within 48 hours of receiving the item which is not suitable and obtain a Return Authorization Reference [RAR] number by emailing us at orders@pearls.co.uk Please refer to Returns and Exchanges Policy and How to proceed if you want to return or exchange an item in our Terms and Conditions section.

Can I make changes to my order?

Should you wish to make changes to your order once you have completed all the steps online and before it has been dispatched we would be happy to help, please contact 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 is available Monday to Saturday 10.30 am to 6.30 pm GMT and will be happy to assist with any queries or orders by phone or you may prefer to email enquiries at orders@pearls.co.uk.
However, there will probably be a cost associated with this as the web payment company will already have levied some charges onto us on your first order which we will not be able to refund to you. If it has been dispatched but not received by you and includes items you do not want you will need to notify us within 48 hours of receiving your order and return the item to us within 3 working days. We will then refund you or arrange a replacement. Please refer to our Terms and Conditions for further details.

How do I return an item that is damaged or faulty?

We request that all damaged or faulty items are notified to us within 48 hours of receiving your order and returned within 3 working days of the date you received your Return Authorisation Reference [RAR] number by following the standard returns process detailed above.
Please note that damaged or 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.
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 Authorisation 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 Authorisation 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 / 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, 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.

For full details, read the returns information on our customer care page.

Are my credit card details secure?

Credit card details are entered directly into our payment partner's systems and are neither transmitted nor held on Coleman Douglas Pearls systems. In certain instances we may be required to collect and store additional data including credit card details. This will only be done with your explicit consent. Additionally we may also obtain information as a result of authentication or identity checks.

Sometimes we may ask for your telephone number. This number may be given to our courier for delivery services. These details allow us to best process your order and to let you know the status of your order.

For more details, read our Privacy Policy.

What do you do with my personal details?

At present Coleman Douglas Pearls gathers online customer information to enhance your online experience with us, to improve and maintain the content of our web site and for Coleman Douglas Pearls marketing and promotional purposes.
We collect information from you when you provide feedback to us or fill the contact form and when you purchase products from us online. We may use this information to advise you of changes to our web site, or to let you know about our newest products. We may also record which products you are interested in or enquire after so as to improve our features and customer service on our web site. You can ask to be removed from our mailing lists at any time by sending an email to feedback@pearls.co.uk or by following the unsubscribe link in our e-newsletter.
We do not disclose information you provide to third parties (except as required by law, court order, or as requested by other government or law enforcement authority or as may be required to deliver your purchases).

For more details, read our Privacy Policy.

What credit cards do you accept?

We accept all major credit and debit cards - Visa, MasterCard, and American ExpressMaestro. Our online payments are processed by Sagepay.

When will my credit card be debited?

Your card will be debited as soon as you complete payment on the site. You will receive confirmation from SagePay that the payment has been received, and from us that your order has been received.

What other methods of payment do you accept?

We also accept personal cheques. If you would like to pay this way please contact us to place your order and we can arrange this, you may 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 is available Monday to Saturday 10.30 am to 6.30 pm GMT and will be happy to assist with any queries or orders by phone. You may also place an order by Fax on 0207 835 2068 from within UK or +44 207 835 2068 for overseas orders.
However, please bear in mind that we will not be able to dispatch your order until the cheque has cleared.

Can I register with your site?

Yes, you may register on the front page of our site in order to receive information of future developments, events, promotions and services by email. We will never release your personal details to any outside company for mailing or marketing purposes. For more details, read our Privacy Policy.

Are Majorca pearls real?

Sadly not, Majorican pearl is the term used for imitation pearls made on the island of Majorca. They are made with glass beads coated with a paste that is composed of fish slime and resin.

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.