FAQs – PAVOI

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Is your jewelry hypoallergenic?

Yes, all of our earring posts are made of either solid 14k gold, or sterling silver dipped in 14k gold or rhodium (depending on color). Our other jewelry is made of a variety of high-gradematerials and metals including 14k gold and sterling silver. Please see exact materials listed under each item.

How should I store and care for my jewelry?

We recommend giving your jewels occasional breaks from wear, and storing them in a jewelry organizer. Our pouches are perfect for traveling with your jewelry. To ensure a long lasting finish on your jewelry, please avoid contact with moisture and liquid cosmetics—this includes body oils, lotions, sunscreen, or makeup. We recommend taking your jewelry off before showering, bathing, or swimming.

What are the differences in sizes for pearl earrings, brilliant stud earrings, or pearl necklaces?

Our most popular stud size is the 8mm; they’re perfect for an everyday, classic look. We recommend the 5mm for the minimalist who prefers a more understated look. This is also a great option for a younger consumer. Our 10mm is for those who like to make more of a statement with their jewels.

I’ve noticed you sell different types of pearl earrings and necklaces. What is the difference?

All of our pearls are special but they do have some differences. Our Mother of Pearl jewelry are imitation pearls, which have the look and feel of real pearls but at a fraction of the price. They’re great for traveling! Our Premium Pearls are hand-selected freshwater cultured pearls, which are 95% blemish free and have a really high luster. Finally, our Ultra Premium Pearls are Japanese Akoya, which come from a completely different oyster that gives even more luster and shiny finish. Most of our consumers prefer our Mother of Pearl or Premium Pearl, but we have found real pearl lovers enjoy the Ultra Premium Pearl.

How can I figure out what to wear with my jewelry or what type of gift to buy?

Our team of in-house stylists is here to help you! Whether you have an outfit but can’t figure out which jewels to pair with it, you’re unsure what earrings to pair with your necklace, or you need help picking out a gift, we have a full team of jewelry experts and experienced stylists ready to assist you with any accessorizing needs!

How will my jewelry arrive?

Your Pavoi jewelry will arrive individually wrapped in a rice paper zip pouch and gift box. We recommend using the pouch when traveling with your jewelry.

Which carrier do you use for shipping?

We ship all U.S. orders through USPS, FedEx, and UPS. Currently we only offer Standard Shipping, no expedited shipping.

How will I know when my order has been shipped?

Once your order has shipped, we will send you an email with shipping confirmation and a tracking number.

Do you ship internationally?

Unfortunately at this time we do not offer international shipping.

Do you ship to Hawaii and/or Alaska?

We do ship to both Hawaii and Alaska, however we are unable to offer expedited shipping at this time.

What is PAVOI Shipping Protection?

It is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. This protection can be added during checkout.

How do I file a claim for my lost, damaged, or stolen Order?

If you insured your order and your order was damaged, lost or stolen during transit, please contact our support team at info@pavoi.com.

When should I file a claim?

When your order is marked as:

Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.

Please note, orders over $200 USD will require a police report to be filed by the customer before any resolution can occur.

Stuck In Transit (Lost)

For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

Damaged

Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

What are your return and exchange policies?

We want you to absolutely love your PAVOI jewelry — but if it’s not a perfect fit, no worries!

30-Day Window : You can return any unworn item in its original packaging purchased on our site or at our retail location within 30 days of the delivery for a full refund to the original payment method or for store credit. Please allow 5-7 business days for your refund to be processed once your return has been received.
Exchanges : At this time, we do not offer exchanges. The best way to move forward for an "exchange" is to initiate a return for your original items and repurchase the items you would like in a new order. Need help with choosing a new style or size? Don’t hesitate to reach out to info@pavoi.com
Exclusions : Bulk orders of 15+ items, final sale items, and gift cards can’t be returned. Products purchased through a third-party partner must be returned through that site and will be subject to their return policy guidelines.
How to Start : If you purchased directly through our site, email us: info@pavoi.com to get started!

At this time, we only accept returns for products purchased on our website or from our retail locations. Products purchased through Amazon or TikTok must be returned through that site and will be subject to their return policy guidelines.

💡 Pro tip: Check our [_size reference images_](/content/pages/size-guide "https://www.pavoi.com/pages/size-guide"/index.html) before ordering to make sure your piece is a perfect match!

Who do I contact about a replacement order?

Think of us as your jewelry besties — just email info@pavoi.com and we’ll handle the rest.

Does PAVOI have a product warranty?

We’re thrilled to offer our customers a 60-day warranty on all jewelry products purchased through our website or retail stores. While we’re unable to offer replacements or refunds after 60 days, our jewelry care guide is full of tips and tricks to help keep your pieces looking as gorgeous as the day you got them!

Contact us at info@pavoi.com to submit your Warranty Claim.

Can I return products I purchased through Amazon or TikTok Shop?

At this time, we only accept returns for product purchased on our website or from our retail locations. Products purchased through a third-party partner must be returned through that site and will be subject to their return policy guidelines. Third-party return windows are listed below.

Amazon : 30-Day return window

TikTok : 30-Day return window

What’s the difference between a return and a warranty claim?

A return is when you send back your product for a refund.

A warranty claim is filed for any manufacturing defect on your item. Warranty claims are closely reviewed by our team, and if your item qualifies, you will be offered a replacement.

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