FAQ

We accept various payment methods including major credit cards, Alipay, WeChat Pay, and other online payment options.
Available payment methods may vary depending on the country where the order is placed.

Yes, you can change your payment method as long as your order has not been shipped.
Please contact us via chat for assistance.

Yes, we can issue an invoice or receipt. It can be included with your shipment or sent to you via email.
Please contact us via chat to request one. (One-time issuance only)

Yes, you can cancel your order as long as it has not yet been shipped.

We accept orders and inquiries via chat and email 24 hours a day, 365 days a year.
However, our office is closed on weekends and national holidays.
Order confirmation emails and responses to inquiries are usually sent within two business days from the next business day.
If you do not receive a reply, there may be an issue with your email settings or spam filter.
Temporary closures, such as for the New Year holidays or extended breaks, will be announced on our website’s homepage.

Your order will typically arrive within 3 to 7 days after it has been shipped.
Delivery times may vary depending on your location and the time of year.
Once your order has been shipped, we will send you a tracking number via email so you can check the delivery status.

Unfortunately, we are unable to accommodate specific delivery date requests.

Yes, this is possible. Please specify the recipient's address when placing your order.

Each item is carefully packaged in our original custom case, with protective materials to ensure safe delivery.
A certificate of authenticity from our store is also included.

Please note that the case and packaging are selected to best suit each product and cannot be specified.

Yes, we offer complimentary gift wrapping.
Please select the gift wrapping option when placing your order.

Yes, exchanges are accepted. Please contact us within 7 days of receiving your order.
Shipping costs for returning the item to us will be the responsibility of the customer.
Once we receive the returned item, we will send out the replacement.
If you would like to request an exchange, please contact us via chat first.

Yes, returns are accepted under these circumstances. Please contact us within 7 days of receiving your order.
Return shipping costs will be the responsibility of the customer.
Once we receive the returned item, we will proceed with the refund.
If you wish to request a return, please contact us via chat first.

It depends on the item. Some products can be adjusted, while others cannot.
Additional fees may apply.
Please contact us via chat first — we will let you know whether the adjustment is possible and provide a quote if applicable.

When selecting a pearl necklace, we recommend focusing on two key factors: luster and size.
Luster refers to how much the pearl reflects light — in other words, its shine or glow. Pearls with high luster tend to look more radiant and beautiful, and they make a stronger visual impression.

Some customers may be concerned about surface blemishes, but with pearl necklaces, they are rarely noticeable unless viewed very closely. In fact, pearls with high luster often make minor imperfections virtually invisible due to their glow.
For these reasons, we suggest prioritizing luster when choosing your pearl necklace.

Unlike diamonds, pearls do not have a universally standardized grading system.
To help our customers make informed and confident purchases, we use our own grading criteria to objectively evaluate each pearl.

We assess nacre thickness, luster, and blemishes using a five-grade scale from A to E, with A being the highest quality.
Please note that we do not carry pearls rated D or E on our website.

Even among pearls with the same grade, individual differences such as the position, shape, or depth of blemishes may exist, as each pearl is a natural product and completely unique.

Luster
A: Excellent B: Good C: Average D: Weak E: Very Weak

Nacre Thickness
A: Thick B: Fairly Thick C: Average D: Thin E: Very Thin

Blemishes
A: Flawless to very minor B: Small blemishes C: Moderate D: Numerous E: Many or severe surface damage
(Please note: As pearls are natural materials, slight variations may occur even within the same grade.)

Please rest assured — our dyed pearls will not lose their color under normal use.

Our silver clasps are rhodium-plated to help prevent tarnishing and maintain their shine over time.

After wearing, gently wipe off any sweat or oils with a soft cloth before storing the piece in its case.

Product prices may change due to various factors, including fluctuations in exchange rates, rising material costs, and the ongoing increase in pearl market prices.
We appreciate your understanding regarding any pricing adjustments.

Restock schedules vary depending on the item and supplier availability, so we are unable to provide specific dates or guarantees.
Thank you for your understanding.

HANADAMA Akoya Pearls are a designation given to top-quality white Akoya pearls that meet strict grading criteria.
They are known for their exceptional brilliance, deep luster, and minimal blemishes — qualities that are visible at a glance.
Each HANADAMA pearl comes with an official certificate of authenticity issued by a gemological institute.

Even within the HANADAMA grade, there are variations in quality, which can affect the price.

Yes, length adjustments are available.
If you would like to shorten the necklace, we offer this service free of charge.
If your desired length is not listed among the available options, please write your preferred length (including the clasp) in the comments section of the order form.

To make the necklace longer, additional pearls will be required and an extra fee will apply.
Please contact us via chat for details.

We will do our best to accommodate your preferences.
Please note that pearls are natural products and each one is unique, so it may not be possible to fulfill all specific requests.
However, we will carefully select an item from our available stock that closely matches your preference whenever possible.
If you have a particular request, such as “prefer a stronger pink hue” or “prefer less pink,” please write it in the comments section when placing your order.

Our warranty is valid for six months from the date of delivery.

Repairs within the warranty period are free of charge; however, shipping costs are the customer's responsibility.
Please note that damage caused by misuse or depending on the condition of the item may incur repair fees.

Yes, we offer repair services.
If your item is damaged, please contact us via chat first. We will provide instructions on how to return the item, estimated repair costs, and the next steps.

Repair fees and shipping costs vary depending on how much time has passed since delivery:

･ Within 7 days of delivery: Free repair and free return shipping

･ From 8 days to under 6 months: Free repair; return shipping paid by customer

･ After 6 months: Repair and return shipping at customer’s expense

Please note: If the damage is due to improper use or depending on the item’s condition, repair charges may apply. In some cases, depending on the design or damage, we may still be able to repair it free of charge.

For details, please contact our customer support team.