If you would like to send your Pearl Factory jewelry for repair or refurbishment, please be sure 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

Once your item is received, Customer Service will confirm receipt and inform you of 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

Pearl Factory Customer Service hours are Monday through Friday, 7:30 AM–4:00 PM (Hawaiian Standard Time). Voice and Email messages received when our offices are closed will be promptly addressed during regular business hours.