If you would like to send your Pearl Factory jewelry for repair or refurbishment, please ensure that it is packaged securely with instructions containing the following information:
  • Your name
  • Return shipping address
  • Telephone number
  • Email address
  • A copy of the receipt or receipt information (required for warranty repairs)
  • A description of the repair/refurbishment needed

Please insure your package for the purchase price and mail it to:
Customer Service
3049 Ualena Street. 12th Floor
Honolulu, HI 96819-1942

Alternatively, you are welcome to take your item to a Pearl Factory Store Location near you. Whereas our stores are unable to perform repairs on-site (with the exception of re-setting pearls), they will be happy to assist you by taking in your jewelry for repair.

Once your item is received, Pearl Factory Customer Service will confirm receipt. We do require an evaluation of your item in order to recommend the necessary repairs. Once evaluated, Pearl Factory Customer Service will contact you to confirm if the repair will fall under Pearl Factory's lifetime warranty against defects in materials or workmanship. You will be provided all applicable options at this time, including the time it will take to complete your repair, the cost for the repair (for non-warranty repairs), and the cost of return shipping.

To avoid delay, please be sure that someone will be available at your return shipping address when your jewelry is scheduled to be returned to you.

If you would like to contact Customer Service, please call 1-800-260-3912 or send an Email to