SEVENERA · Here to help
A little guidance, from choosing your first pearls to caring for an order already on its way.
Find the right piece.
Where should I begin with Akoya pearls?
Start with the jewelry you enjoy wearing: a simple pair of studs, a drop earring or a delicate necklace. Our Akoya collection brings these styles together. The Akoya quality guide explains luster, surface details and matching.
For personal guidance, send us a product link, your preferred size and the occasion. You do not need to know every pearl term before asking.
How do I choose a pearl size or ring size?
Pearl sizes in millimeters describe the pearl diameter, not the full height of an earring or pendant. Check the selected size and the product details together; close-up images are enlarged to show the design.
Ring options use US sizes where stated. If you know your size in another system, contact us before ordering so we can help check the fit. Necklace lengths and any extension are listed on the individual product page.
How can I check the metal and components?
Read the details for your selected option. Solid gold, gold vermeil and sterling silver are different materials. The setting, chain, ear posts and backs may use different materials, which are specified on the product page.
If you are unsure about a component, send us the product link before purchasing. We can also help with questions about the setting and any accent stones.
Will the pearls look exactly like the photographs?
Individual cultured pearls can vary in overtone and visible surface details. Lighting, screen settings and close-up magnification also affect their appearance. For a closer look, ask us for current photographs of the available piece before ordering.
Do I need to pay a selection deposit?
You can order a listed piece directly by choosing its available options and proceeding to checkout. A selection deposit is not required for a regular product order.
Our optional Personal Pearl Selection service begins with a US$49 deposit, fully credited toward your final jewelry order. It is refundable before production begins, including after you view the selection. We confirm the pearls, design, final quote and applicable terms before you approve production.
Order with a clear picture.
Where do you ship, and when will my order arrive?
We offer complimentary worldwide shipping, subject to delivery availability and local import restrictions. Orders are insured and shipped with applicable import duties included, as described in our Shipping & Delivery policy.
Preparation and delivery times vary by design and destination. Check the product page and contact us for your delivery estimate. For a wedding or gift with a fixed date, please share the destination country and required date before ordering.
How do I track an order or get delivery help?
We provide tracking information after dispatch. If a parcel is delayed, damaged or appears to be missing, contact us with your order number. For a damaged delivery, retain the packaging and include photographs where possible so we can help investigate.
Can I return my jewelry?
For eligible regular jewelry, request a return within 30 days of delivery and send it back within 14 days of your request. Items should be unworn, unaltered and in original condition, with the included accessories, packaging and any laboratory reports.
For change-of-mind returns, the customer pays return shipping. We do not charge a restocking fee or deduct complimentary outbound shipping. Contact us before sending anything back; the full conditions and return instructions are in our Returns & Refunds policy.
Are custom pieces returnable?
Custom or personalized jewelry made to your approved specifications may not be eligible for a change-of-mind return once production begins. We identify applicable restrictions before you pay. Standard items are not automatically non-returnable simply because they are assembled after ordering.
These restrictions do not remove your rights if an item is faulty, incorrect or materially misdescribed. Please see the full policy.
What if there is a quality problem?
Our 180-day quality care covers defects in materials or workmanship that are not caused by accidental damage or misuse. Contact us with your order number and photographs so we can assess the issue and arrange the appropriate next step.
Covered repairs and associated shipping are paid by SEVENERA. The coverage, exclusions and your applicable rights are explained in our Returns & Refunds policy.
A question about your pearls?
Email sevenerapearl@outlook.com or use our contact form.
For help choosing, include the product link, your preferred size or metal, destination country and any important date. For an existing purchase, include your order number.
This page is a quick guide. Our shipping and returns policies contain the full conditions. Your statutory rights remain unaffected.