Q: What payment methods do you accept?

We accept all major payment methods for your convenience, including:

• Credit & debit cards: Visa, MasterCard, American Express, and UnionPay
  
• Digital wallets: Apple Pay, Google Pay, and other mobile payment options supported by your card issuer
  
• International cards: We accept most cards issued globally, as long as they support online transactions

Q: What currency will I be charged in?

All orders are processed in USD by default, regardless of the country you’re shopping from.

You may see prices displayed on our website in your local currency — this is for your reference only and reflects an approximate conversion based on current exchange rates.

Your bank or card provider will process the payment in USD and may apply their own exchange rate and fees.

Q: Is my payment information secure?

Absolutely. All transactions are handled through secure, encrypted payment gateways that comply with the highest industry security standards (PCI DSS). Your payment details are never stored or shared with any third party.

Q: Can I pay with multiple cards?

Unfortunately, only one payment method can be used per order.

Q: Can I use a prepaid or virtual card?

Yes — prepaid and virtual cards are accepted as long as they support online and international transactions.

Q: Why might my payment be declined?

Common reasons include:

• Incorrect card details
  
• Insufficient funds or exceeded limit
  
• Bank restrictions on international or online purchases
  
  If this happens, we recommend contacting your bank to authorize the payment or trying another card.

For more information or assistance,you can always reach out to us at contact@thepearljade.com
or send us a message on Instagram @thepearljade — we’ll be happy to help.

Where do you ship from?

All orders are processed and shipped from our main warehouse in Bali, Indonesia.

Do you offer local delivery in Bali?

Yes — we offer local Bali delivery within 3 hours for orders placed before 5 PM, depending on location and availability.

Estimated Delivery Times:

• Local Bali : Within 3 hours
  
• Indonesia (standard) : 2–5 business days (domestic orders in Indonesia)
  
• Internationally : 3–5 business days*
  

*Delivery times may vary slightly depending on your destination and local customs processing.

How can I track my order?

Once your order has been shipped, you’ll receive a confirmation email with a tracking number to follow your parcel in real time.

Do you ship internationally?

Yes, we ship worldwide.

Will I be charged customs or import duties?

International orders may be subject to customs duties or import taxes depending on your country’s regulations. These charges are the responsibility of the customer.

How do I know what size to order?

You can refer to our detailed Size Guide per product for measurements and international size conversions. We recommend measuring yourself and comparing it to the chart to ensure the best fit.

Do your styles run true to size?

Most of our pieces are true to size, unless otherwise noted in the product description. For form-fitting styles, we suggest sizing up if you're between sizes or prefer a less snug fit.

What if I’m between sizes?

If you're between sizes, we recommend choosing the larger size for a more comfortable fit—or checking the specific product notes, as some styles are more stretchy or structured than others.

How can I get help with choosing the right fit?

We’re happy to help! Simply email us at contact@thepearljade.com or send us a DM on Instagram @thepearljade with your measurements, and our team will assist you personally.

What is your return policy?

We accept returns on full-priced items within 7 days of delivery. Items must be unworn, unwashed, and in original condition with all tags attached. Returns that do not meet these conditions may not be accepted.

Are sale items eligible for return?

All sale items are final and cannot be returned or exchanged, unless they arrive damaged or faulty.

How do I start a return or exchange?

Please email our customer care team at contact@thepearljade.com within 7 days of receiving your order. Include your order number and reason for return, and we’ll guide you through the process.

When will I receive my refund?

Once your return is received and inspected, we’ll issue a refund to your original payment method within 5–10 business days. You’ll receive a confirmation email once the refund is processed.

Do you cover return shipping costs?

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. We recommend using a tracked service, as we are not responsible for lost returns.