FAQs

Below is a list of Frequently Asked Questions about Proud Pearls. Is your question not listed? Send your question to info@proudpearls.com.

What are the Payment methods ?

On the Proud Pearls webshop we offer a broad range of payment methods. Besides transferring your purchase manually with your personal bank account we offer the most secure payment methods online:

iDeal
PayPal
Creditcard Mastercard / Visa

Is it safe to pay with my creditcard or iDEAL?

Yes, all payments on the Proud Pearls webshop are made possible by Sisow. They are a familiar partner in payment systems for many large international webshops. They make sure that your transaction is done safely. When the payment is received, the order will be taken into production directly and the normal delivery times can be held into account. If you have more questions about the security of Sisow, please visit www.sisow.nl

Why does my bank statement note "Sisow"?

All internet payments are made possible by Sisow. This way we are certain we can offer multiple payments options and optimal security. Your payment will be done by Adyen, who collects all payments and transfers them to Marie-Stella-Maris. This is the reason why Adyen is noted on your bank statement.

Can I pay my purchase manually through my personal bank account?

Yes, it is possible to transfer your purchase manually through your personal bank account. Please send us an email if you would like to use this paymethod. When the payment is received we will take your order in production immediately. Please make sure you mention your order number and name for the quickest service. You can transfer your total purchase amount towards:

IBAN/Account number NL06 RABO 0309 0488 34
Name on account Proud Pearls
BIC RABONL2U

Can I track the delivery of my order?

Send us an email if you would like to receive the track and trace code to follow your international shipping.

Do you ship internationally?

Yes, we happily ship internationally. Proud Pearls is very proud to offer free shipping in Europe.

How long will it take before I receive my order?

All our products are being handmade after your order and payment are received, please allow up to 3-5 business days for your order to be processed before shipping.

Free delivery:

Proud Pearls is very proud to offer free shipping worldwide
Delivery delays may occur during high volume and peak periods or due to unforeseen reasons. During these times, please allow an additional extra 3-5 business days for your order to be delivered.
Proud Pearls delivers all national and international orders using PostNL, International orders will have an approximate delivery time-frame of 7-10 business days, depending upon your location.
Once your order is dispatched, you will receive an email containing your tracking number.

Please note: Proud Pearls unfortunately cannot be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees which may be imposed will rest with the customer.
Please send us an email for further questions or requests

All our products are being handmade after your order and payment are received, please allow up to 3-5 business days for your order to be processed before shipping.

I would like to receive my order as quick as possible, what is the best procedure?

You can send us an email with your special requests, we will contact you to see if your special wishes are possible for us to offer a satisfied solution.

Can I send my order to two addresses?

Please contact us by sending an email for all your requests

How do I return or exchange my product(s)?

To return a product simply contact our customer service team at info@proudpearls.com Please quote your name and order number and explain the reason for the exchange and our team will be delighted to help.

Can I return my products at all times?

If you are not satisfied with your purchase, you can return or exchange your purchased items within 14 days of your delivery date. After this period, the purchase is considered final. Please check the exchange and return conditions here

How long will it take to receive my refund?

Once we receive your return package, including the return form, you will be refunded the purchase amount, excluding delivery costs, within 10 working days.

I have send a return, but did not receive the amount on my bankaccount yet?

To process our returns might take up to two working days plus two days to complete the payment process. Therefore please take into account 7 working days. Is it taking longer? Please contact us at info@proudpearls.com than we will get back to you as soon as possible

I did not receive a confirmation email?

If you haven’t received a confirmation e-mail a few minutes after your final purchase, than the following could have gone wrong:

  • Your provider possibly scans our mailings as spam and has deleted/moved this to the spambox.
  • You have made a typing error in your e-mail address
  • You have paid through an automatic direct debit, in this case it can take up to two days for your bank to approve the payment. For which reason you will receive a confirmation e-mail after.

If none of the above errors apply to you or you still need help, please feel free to contact us at info@proudpearls.com

CUSTOMER SERVICE

Customer service is one of the top priorities at ProudPearls. Our customer service listed below will help you answer any and all of your questions. For any sort of assistance contact us on info@proudpearls.com

All our products are being handmade after your order and payment are received, please allow up to 3-5 business days for your order to be processed before shipping.

Free delivery:

Proud Pearls is very proud to deliver worldwide and to offer free shipping in Europe. Delivery delays may occur during high volume and peak periods or due to unforeseen reasons. During these times, please allow an additional extra 3-5 business days for your order to be delivered.
Proud Pearls delivers all national and international orders using PostNL, International orders will have an approximate delivery time-frame of 7-10 business days, depending upon your location.
Once your order is dispatched, you will receive an email containing your tracking number.

Please note:

Proud Pearls unfortunately cannot be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees which may be imposed will rest with the customer.
Please send us an email for further questions or requests; info@proudpearls.com

If you are not satisfied with your purchase, you can return your purchased items within 14 days of your delivery date. After this period, the purchase is considered final. To return an item, you will need to send us an e-mail at onfo@proudpearls.com During busy periods like holidays, the completion of your returned order might be delayed. We will keep you posted on the current delivery times in the order process

If you are not satisfied with an item bought at our web-shop, and would like to return it, you will be required to send an e-mail to info@proudpearls.com. Once we receive your package you will be refunded the purchase amount, excluding delivery costs, within 10 working days. If you have questions about our ONLINE shipping and returns policy, please don’t hesitate to contact info@proudpearls.com

If you have questions about our IN-STORE returns policy, please call your closest boutique.

For Online Returns – Please Send To:

Proud Pearls
head office
het Hooge land 75
4213DB Dalem
Zuid Holland
Netherlands

Please note, the returns policy outlined below is applicable to purchases made online only. Please contact your closest boutique for our in-store returns policy.

Proud Pearls online offers you a 7 day return policy, beginning when you receive your item. This DOES NOT include sale items and pierced jewellery.

  • Merchandise must be returned within 7 days.
  • Merchandise must be returned with tags attached, and in its’ original packaging.
  • Returns will be not be processed for items that have been altered, worn or washed.
  • For change of mind, we will not accept any returns that are not in the original condition as when purchased.
  • Returns must be posted back to Proud Pearls head office within 7 days of receiving them. Address listed below.

To ensure you will be eligible for a return, we recommend the following:

  • Do not apply any body moisturisers before trying our jewellery in order to avoid marking suede, wooden beads, feathers and pearls.
  • Be careful of make-up and perfume rubbing off on the suede and pearls.

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GENERAL TERMS & CONDITIONS
Proud Pearls
Chamber of Commerce number 65763742

APPLICABILITY

These terms and conditions apply to orders placed on www.proudpearls.com (the “website”) by consumers worldwide.Please ensure that you carefully read these terms and conditions. It is important that you regularly check for updates. We reserve the right to update these terms and conditions from time to time.

ORDERS ON THE WEBSITE

2.1 Who can order

To place an order on the Website, you must be:

at least 16 years old;
a consumer and not a professional reseller

2.2 How to order
We require you to provide us with an e-mail address to place an order. You may need to set your browser to accept cookies and pop-ups in order to be able to use all the functionalities of the Website such as adding items to your shopping cart and submitting your order. For more information we refer to our Privacy and Cookie Policy. When you submit an order we will send you an email confirming that the Products have been shipped (“Order Confirmation”). At this point a contract, containing these terms and conditions, comes into existence and is binding between you and us (the “contract”). We recommend you to print or download a copy of these terms and conditions and the Order Confirmation for future reference. If we are unable to supply you with a product, we will inform you of this in writing and will not process the order.
2.3 Our right to reject your order or cancel a contract.
Fulfillment of an order through the website is subject to availability of the Product or Service. We expressly reserve the right not to accept your order for any reason. We also reserve the right to cancel a Contract by electronic written notice to you in the following situations, without liability for any damage or costs other than repayment of any amount received from you in relation to the cancelled Contract:

the product is not available or not in stock;
your billing information is not correct or not verifiable;
your order is flagged up by our security systems as an unusual order or an order susceptible to fraud;
your bank transfer payment is not received within 12 calendar days after acceptance of your order;
we have reason to believe you are under 16;
we have reason to believe that you are a reseller
there was an error in the price displayed on the Website;
we could not deliver to the address provided by you;
due to an Event Outside Our Control (see art. 10 below); or
in the event of misspelling, pricing or other errors or mistakes in the Website information.

PRICE/PAYMENT

3.1 Payment methods
Please check the available payment methods for each country under the heading Payment Methods of the Website. We do not accept any method of payment other than those listed. Please do not try to pay by any other way than specified there. If you do, we will not be liable for loss of the payment or any other damages that may result from this action.

3.2 Payment processing
If you pay by credit/debit card, we will deduct the amount due from your account as soon as your order leaves our warehouse. If you pay by bank transfer, we will start delivery (or manufacturing in the case of customized products) after we receive your payment. This may take several days. In the event that no payment has been received within 12 calendar days after you submitted your order, your purchase will automatically be cancelled. Payments can only be processed if the billing information can be verified. We retain title in any product(s) until we have received full payment for such product(s).

3.3 Prices and currency
The product prices displayed on the Website are inclusive of Value-Added Tax (VAT). Prices are quoted in Euro unless expressly stated that the price is in another local currency. If you change the country of delivery while browsing or during check out, prices from that moment may be quoted in a different currency. Please note that changing the country of delivery may have an influence on the price due to a change in currency or to country specific pricing and/or VAT.

3.4 Total price
The total price specified in the final check out screen includes tax and shipping costs. This price will be recorded in the Order Confirmation, which we recommend you print or download for future reference. If paying by credit card, the total amount for your entire order will be reflected on your statement in your local currency. If your local currency is different from the currency in which the prices are quoted, your bank will apply the exchange rate applicable per the date of purchase. Your bank may apply a different exchange rate, which is beyond our control. Please transfer only the exact amount specified on the Order Confirmation, and make individual transfers per order, using the unique reference number stated in your Order Confirmation.

3.5 Price changes
The prices of the products will be as displayed on the Website. Prices may change from time to time, but changes will not affect any order which we have confirmed in an Order Confirmation.

SHIPPING & DELIVERY

4.1 Delivery – where and when
In the Netherlands we deliver products from Tuesday to Saturday via PostNL. For countries other than the Netherlands we deliver via PostNL from Monday to Friday. We do not ship on certain public holidays. Please refer to the FAQ section of the website for dates and the available delivery times and methods. We can only fulfill an order to a delivery address which is a home or office address in one of the countries listed in the countries section of the website.

4.2 Inspection upon delivery
Upon delivery, please inspect the packaging for damage. If it appears that the products are damaged, please do not accept the shipment.

SHIPPING RATES

5.1 Shipping
Proud Pearls is very proud to offer free shipping in Europe.

RETURNS & CANCELLATIONS

6.1 Canceling order before delivery
You may cancel any order free of charge and without giving us any reason, provided it has not yet been shipped. We begin processing orders placed at our online store almost immediately. If you wish to cancel your order, please check the status of your order first by visiting the Order status link on the Website. If the status of your order is “Pending” or “On Hold” you may cancel your order by contacting us: info@proudpearls.com our consumer service agent will request a cancellation of your order at our studio. If successful, they will send you an email and the cancellation will be free of charge. If cancellation is not possible, the product(s) will be delivered to you and may be returned in accordance with the procedure set out below.

6.2 Returning orders after delivery – defectives
You are entitled to return products delivered to you in the event that they are defective or otherwise not in conformity with your order when you received them. You can do so within 14 days after you notice the defect. This does not affect your statutory rights. In the event your claim is justified, the purchase price and the shipping costs will be refunded. For practical information on how to return, see the Returns section of the Website.

6.3 Exercising your right of withdrawal
If for whatever reason you are not happy with the products you ordered, you may return the products delivered to you within 14 calendar days after the product is delivered, to ensure you will be eligible for a return, we recommend the following:

the products are unopened and not used in any way;
the product is complete and you return in or together with the original packaging, foils etc..
the product is not tampered with or otherwise changed.
do not apply any body moisturisers before trying our jewellery in order to avoid marking suede, wooden beads, feathers and pearls.
be careful of make-up and perfume rubbing off on the suede and pearls.

If you have questions about our ONLINE shipping and returns policy, please don’t hesitate to contact info@proudpearls.com

If you have questions about our IN-STORE returns policy, please call your closest boutique.

For Online Returns – Please Send To:

Proud Pearls
head office
het Hooge land 75
4213DB Dalem
Zuid Holland
Netherlands

For information on refunds, see art 6.5 below. For practical information on how to return, see the Returns section of the Website. If you inform us that you wish to return a product, we shall reimburse to you all payments received (with the exception of any supplementary costs resulting from your choice of delivery other than the least expensive type of standard delivery offered by us) and in any event not later than 14 days from the day on which we are informed about your decision to exercise your right of withdrawal.

6.4 Product exchange
Product exchanges are possible, contact us for more information: info@proudpearls.com

6.5 Refund information
Refunds will be issued within 14 days after receipt of the returned product, based on the original form of payment. If you paid via bank transfer you need to give this information to Customer Service when you initiate the return so that we can refund the money directly to your account. In the event you return goods for reasons other than defectiveness or non-conformity with your order, you will need to pay for the return shipment. For practical information on how to return and for refund timelines, see the Returns section of the Website. Please read the help section information and follow the directions carefully in order to prevent unnecessary delay. If you paid with Maestro and did not fill in the ‘issue number’ or ‘start date’ field during checkout, we will not be able to process your return and/or grant you a refund.

6.6 Risk of return shipment
If you return a product under art. 6.2 – 6.5 you are responsible for shipping the product to our distribution centre. In case we do not receive the product, we are in no way liable for loss of the product. The burden of proof that a product is delivered to us is on you or the company used for shipping.

LIABILITY

7.1
Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the contract.

7.2
Although we use encrypted security software, the security of information and payments transmitted via Internet or via e-mail can’t be guaranteed. We shall not be liable for any damages suffered as a result of the use of electronic communications.

7.3
In the event you have suffered damages as a result of our activities related to your purchase(s) of our products through the Website, our liability will be limited to:

damage to the Proud Pearls products or to other materials;
reasonable and demonstrable costs incurred by you to find out the cause and the amount of the damages under a);
reasonable and demonstrable costs incurred by you to prevent or reduce the damage under 9.3 a).

The maximum reimbursement of the above damages will (if applicable) be the purchase price of the products concerned.

7.4
We shall not be liable for damage incurred by a third party resulting from the use of any of our products. We shall not be liable for damage incurred by you as a result of your improper use of any of our products.

7.5
Nothing in these general conditions excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by Dutch law.

7.6
To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to the Website or any content on the Website, whether express or implied.

7.7
Please note that we only provide the Website for domestic and private use. You agree not to use the Website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

GIFT CARD TERMS & CONDITIONS

8.1
Gift cards may be used for online and in-store purchase.

8.2
All gift cards are valid indefinitely.

8.3
Gift cards can be redeemed against all purchases.

8.4
Gift cards can be loaded with any value between 10 and 200 Euros.

8.5
Gift cards are non-transferable and may not be returned or redeemed for cash.

8.6
If your order total is less than the value of the gift card, the remaining balance will be credited to your account and will be redeemed against subsequent orders.

8.7
All remaining balances exceeding the value of your gift credit or store credit must be paid by credit or debit card.

8.8
If you return products you have purchased using a gift card, the refunded balance will be credited to your account as store credit and will be redeemable against subsequent orders.

8.9
Proud Pearls is not responsible if a gift card is lost, stolen, destroyed or used without permission.

INTELLECTUAL PROPERTY RIGHTS

9.1
Proud Pearls owns all intellectual property rights in the Website and in the material published on it. Those works are protected by copyright, design and trademark laws around the world. All such rights are reserved.

9.2
You may print off one copy, and may download extracts of any page(s) from the Website only to the extent this is necessary for the purpose of placing an order with us, or for using the Website as a shopping resource.

9.3
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

9.4
Proud Pearls status as the owner of content on the Website must always be acknowledged.

9.5
You must not use any part of the content on the Website for commercial purposes without obtaining a license to do so from Proud Pearls.

9.6
If you print off, copy or download any part of the Website in breach of these general conditions, your right to use the Website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

USER GENERATED CONTENT

10.1
If you post any ideas, remarks, questions, data, graphics, opinions, designs, customizations, or other information (including info on bulletin boards, chat rooms or other forums on the Website) (hereafter “User Generated Content”), on the Website, or if you send such User Generated Content through the Website to Proud Pearls, ownership of any intellectual property rights and other rights in the User Generated Content shall automatically be transferred to Proud Pearls. To the extent such transfer is not valid, you grant to Proud Pearls, by submitting the User Generated Content to Proud Pearls, a worldwide, non-exclusive, fully paid, perpetual, royalty free license to use, including but not limited to a right to copy, modify, publicly display, distribute and to sublicense (all or parts of), your User Generated Content for any purposes as we deem fit, including but not limited to, developing, manufacturing and marketing products and services and creating, modifying or improving the Website or other products or services.

10.2
You warrant that any User Generated Content or other information which you send to the Website is not, and does not contain, material which is offensive, pornographic, defamatory, blasphemous or unlawful, and does not infringe, or potentially infringe, the rights of a third party or any applicable law. You warrant that all material submitted to us is original to you, and not copied in whole or part from any third party.

10.3
Proud Pearls does not, and you agree that Proud Pearls has no obligation to, review the User Generated Content, that Proud Pearls is not in any manner responsible for User Generated Content.

10.4
You acknowledge that by providing you and others with the ability to access and view User Generated Content on the Website, Proud Pearls is merely acting as a passive conduit for such distribution and is not undertaking any obligation or liability relating to any User Generated Content or activities of users on the Website.

10.5
Notwithstanding the foregoing, you acknowledge and agree that Proud Pearls has the absolute right to monitor User Generated Content posted to the Website in its sole discretion.

10.6
You agree that we do not have any obligation to use or respond to any User Generated Content. You agree that you shall immediately notify Proud Pearls in writing of any objectionable content appearing on the Website.

10.7
Any use of any content on the Website, including, without limitation, User Generated Content, will be at your own risk.

APPLICABLE LAW

These general conditions and all disputes arising in connection with these general conditions, including the validity thereof, or with the use of the Website(s) or with any purchases on the Website shall be governed by Dutch law. Any dispute shall be submitted to the relevant Court in Amsterdam, The Netherlands.

AVAILIBILITY ON THE WEBSITE

We do not guarantee that the Website, or any content on it, will always be available or be uninterrupted. Access to the Website is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of the Website without notice. We will not be liable to you if for any reason the Website is unavailable at any time or for any period.

YOUR ACCOUNT AND PASSWORD

13.1
If you choose to register on the Website you must treat the username and password for your account as confidential and must not disclose it to any third party.

13.2
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

13.3
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify Consumer Services at Proud Pearls , info@proudpearls.com.

LINKED SITES

The Website provides links to external Internet sites. We shall not be liable for the use or the content of internet sites that link to this site or which are linked from it.

VARIATION OF GENERAL CONDITIONS

We may revise these general conditions from time to time. Every time you order products from us, the general conditions in force at that time will apply to the contract between you and us.

Whenever we revise these general conditions we will keep you informed and give you notice of this by stating that these general conditions have been amended and the relevant date at the top of this page.

OTHER IMPORTANT TERMS

16.1
We may transfer our rights and obligations under a contract to another organisation, but this will not affect your rights or our obligations under these general conditions.

16.2
You may only transfer your rights or your obligations under these terms and conditions to another person if we agree in writing.

16.3
Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

16.4
If we fail to insist that you perform any of your obligations under these general conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

16.5
We will not file a copy of the contract between us.

EVENTS OUTSIDE OUR CONTROL

17.1
An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.

17.2
If an Event Outside Our Control takes place that affects the performance of our obligations under these general conditions:

We will contact you as soon as reasonably possible to notify you; and
Our obligations under these general conditions will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of a product to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

17.3
You may cancel the contract if an Event Outside Our Control takes place and you no longer wish us to provide the products. Please see your cancellation rights under art. 7. We will only cancel the contract if the Event Outside Our Control continues for longer than 20 weeks in accordance with our cancellation rights in art. 2.

17.4
Although the Website is compiled with care, the information, texts, documents, graphics, movies, music and/or other services on it may contain errors or be otherwise incorrect or incomplete. We shall not be liable for any damages resulting from the use of (or inability to use) the Website, including damages caused by viruses, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the Website or to your downloading of any content on it, or on any website linked to it or any incorrectness, or incompleteness of the Website.

Last updated on November 27th 2016

Changes To This Agreement

We reserve the right, at our sole discretion, to modify or replace these Terms and Conditions by posting the updated terms on the Site. Your continued use of the Site after any such changes constitutes your acceptance of the new Terms and Conditions.
Contact Us

If you have any questions about this Agreement, please contact us.

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