FAQ

Frequently Asked Questions

Welcome to the VÉRA LUSTRE FAQ section. We are committed to Radical Honesty and want to ensure your journey with our pearls is as luminous as the gems themselves.

1. Shipping & Delivery (The VÉRA Promise)

  • Do I need to pay for shipping, customs, or taxes? No. We provide Free Global Shipping on all orders. Furthermore, we ship all treasures via DDP (Delivered Duty Paid), meaning we cover all Customs Duties and Import Taxes. The price you see on the product page is the final price you pay—no hidden fees at checkout or upon delivery.

  • Where do you ship from? All orders are dispatched from our international fulfillment hub in Hong Kong to ensure secure, tracked, and efficient global delivery.

  • How long will it take to receive my order? We take pride in quality; therefore, each order has a 3-business-day preparation period. Once dispatched, estimated delivery times are:

    • United States: 7–12 business days

    • Canada: 7–14 business days

    • Other Regions: 7–15 business days

2. About Our Pearls & Materials

  • What defines the quality of VÉRA LUSTRE pearls? We believe a pearl’s worth is measured by its Lustre. We hand-select only the top 5% of each harvest, focusing on mirror-like reflections and surface purity. We specialize in organic Baroque pearls, meaning each piece is a one-of-a-kind masterpiece sculpted by nature.

  • Are your pearls genuine? Yes. We use 100% genuine cultured freshwater pearls, including our high-end Edison and Baroque varieties. We provide clear specifications for every piece to maintain "Honesty in Every Glow."

  • Is the jewelry hypoallergenic? Yes. Our jewelry is crafted from 18K Gold Vermeil (a premium thick layer of 18K solid gold over 925 Sterling Silver). It is 100% Lead-free and Nickel-free, making it safe for sensitive skin.

3. Returns & Replacements

  • What is your return policy? We offer a 14-day return window from the date of delivery. To be eligible for a return, items must be in their original, unworn condition and include all original packaging.

  • Who pays for return shipping?

    • Personal Preference: For returns due to a change of heart, the customer is responsible for the return shipping costs.

    • Quality Issues: If an item is confirmed to be defective, we will cover all return costs or provide a free replacement.

  • What if my item arrives damaged? Quality is our priority. If your treasure arrives damaged, please contact us at support@veralustre.com with photos within 48 hours of receipt. We will prioritize a resolution for you.

4. Jewelry Care

  • How do I maintain the luster of my pearls? Pearls are organic gems. We recommend the "Last On, First Off" rule: put your jewelry on after applying perfumes or lotions, and remove it before showering or exercise. Wipe them gently with a soft, lint-free cloth after each wear to preserve their radiance.

5. Contact Us

  • How can I get in touch? Our jewelry concierge team is here to help. You can reach us at support@veralustre.com or through our Contact Us page. We typically respond within 24–48 hours (Monday–Friday).