FAQ's

Hidden Pearl - Frequently Asked Questions (FAQ)

Below, you'll find answers to our most commonly asked questions. If you need further assistance, feel free to contact us at hiddenpearl2025@yahoo.com

1. Ordering & Payment

How do I place an order?

You can place an order through our website by selecting the type of oyster you'd like opened and any additional jewellery settings. Once purchased, your oyster will be opened, and a video of your opening will be recorded and posted on TikTok (@hidden.pearl2025). Your pearls will then be shipped to you.

What payment methods do you accept?

We accept all major debit and credit cards.

Can I change or cancel my order after placing it?

Orders involving oysters can only be changed or cancelled before the oyster is opened. Once the opening has taken place, cancellations and changes are not possible. Orders involving jewellery can potentially be changed or cancelled, please contact us to check via email.

2. Pearl Openings

How do I see my oyster being opened?

All oyster openings are recorded and posted on TikTok (@hidden.pearl2025). You will receive a notification the day before or on the day of when your video will be posted.

Do I have to watch my opening as soon as it's posted?

No, your video will remain on TikTok, so you can watch it at your convenience.

Can I request a specific oyster?

While you may mention a preference, we select oysters at random to ensure fairness for all customers.

3. Pearl Size, Shape & Colour

Can I choose the size, colour, or shape of my pearl?

No, pearls are a natural product, and their size, shape, and colour cannot be guaranteed. This is part of the excitement and uniqueness of opening an oyster!

What if I don't like the size or colour of my pearl?

Since pearl characteristics cannot be controlled, refunds will not be issued based on size, colour, or shape.

What happens if my oyster contains twin pearls, but they don't match?

If an oyster produces twin pearls that do not match, we will replace them with a matching pair to ensure your jewellery setting looks its best.

Are the pearls real?

Yes! All pearls from our oysters are 100% real cultured pearls, grown in saltwater or freshwater environments.

What about star-shaped pearls?

• Star-shaped pearls are natural and unique, meaning the shape can vary and may not be perfectly symmetrical.

• Refunds or replacements will not be issued if the customer is unhappy with the size or shape of a star pearl.

• Their irregularity is part of their beauty, making each one special and one-of-a-kind.

4. Edison Pearls & Monster Oysters

What size are Edison pearls?

• Edison pearls typically range from 8mm to 11mm, but they can be larger or smaller.

• Refunds will not be issued if an Edison pearl is deemed too big or too small.

Will the Monster Oyster shell remain intact?

• Every effort is made to keep the shell intact, but due to its fragile nature, this cannot be guaranteed.

• Receiving the shell is considered a bonus, not a guaranteed part of the purchase.

• Refunds will not be issued if the shell cracks.

5. Jewellery & Custom Settings

Can I have my pearl set into jewellery?

Yes! We offer a variety of jewellery settings, including rings, necklaces, keychains, and earrings. Browse our website for available options.

Can I send in my own pearls to be set?

At this time, we only set pearls that have been opened through Hidden Pearl.

Are jewellery items refundable?

Due to hygiene reasons, jewellery cannot be returned or exchanged unless it arrives damaged or faulty. Please contact us within 48 hours if there is an issue.

6. Shipping & Delivery

How long does shipping take?

We aim to dispatch orders within 5-7 working days. Custom jewellery settings may take up to 14 days.

Where do you ship to?

We ship both within the UK and internationally. International shipping costs and delivery times may vary based on location. We will not be responsible for any hidden custom fees for international deliveries. Please check 

What if my order is delayed or lost?

If your order has not arrived within the expected timeframe, please contact us with your tracking details.

7. Refunds & Returns

Do you offer refunds?

We operate a no-refund policy, except in cases where goods are faulty or damaged in transit.

What if I receive a damaged or incorrect item?

If an item arrives faulty or incorrect, please email hiddenpearl2025@yahoo.com within 48 hours with photos, and we will arrange a replacement or refund.

8. Miscellaneous

Are oyster openings safe for those with shellfish allergies?

If you have a shellfish allergy, we advise against purchasing as oysters are a shellfish product.

Do you sell gift vouchers?

Not yet but this is something that we will be considering in the near future.

If your question hasn't been answered here, feel free to reach out and we'll be happy to help!

UPDATED FEB 2025