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Are there any questions that you have for us? If so, do shoot them to us through our contact form or through email at info [at] pendalace.com. Here are some of the FAQs that we got so far.

 

Ordering

Where do I track my order?

Immediately after placing your order, you will get an order confirmation through email or phone number used. Post-shipping, the tracking number will be updated to you through the same communication medium. If you are subscribed to delivery updates, we will keep sending you information at every stage of the order.

Alternatively, we have got an shipment tracking page that uses 17track to track your order. Please visit the order tracking page. Here, place your order tracking number, which is given in your email and/or phone number that you used to place the order and the tracking information will be immediately available.

Is the online orders with Pendalace secure?

Absolutely. Pendalace uses the most popular and secure platform for ecommerce Shopify, which has a history of processing hundreds of millions of secure orders. Shopify is Level 1 PCI DSS (Payment Card Industry Data Security Standard) compliant, hence Pendalace also by extension Level 1 certified in PCI DSS. So, your payment information is absolutely secure with us. Pendalace.com website also uses Transport Layer Security (TLS), the next version of Secure Sockets Layer (SSL), to secure the data transmitted through the website. These technologies ensure that your information within this website is not visible to any third-party.

I put in my tracking number, but the system shows an error.

In certain cases, the tracking becomes active only after one or two days of generating the tracking number. This is especially true in case of Epacket & EMS tracking numbers. If you still come across any issues, please contact us.

How do I cancel an order?

You can cancel your order with us till the time they are shipped out. You can cancel by logging into your Pendalace Account. Alternatively, you can send us a note to cancel your order through contact form or email at info [at] pendalace.com. Once shipped out, the order cancellation is not allowed.

What payment methods can I use?

Most of the regular payment cards and PayPal can be used for paying for your orders.

  • Credit/debit cards: Visa, Mastercard, American Express, Discover, Diners Club
  • ACH transfers
  • PayPal
  • Pendalace Gift Cards

Do you provide gift-wrapping of orders?

Currently, we do not provide gift-wrapping. But it will be available very soon.

Is international ordering possible?

The international order processing is restricted to certain tier-1 countries of the world. We are, however, rapidly expanding our reach.

Can I amend my order?

In order to amend your order after placing it, please contact us immediately through our contact form or over email at info [at the rate] pendalace.com.

 

Shipping & Delivery

How long does it take to ship products?

We process shipping within 24 hours of your order in most cases. For some products, however, depending on the sourcing location and vendor we use, order processing will take longer.

How long does it take for the product to deliver?

Our products stocked within the local warehouses are delivered in 4 – 10 days of time. In several other cases, due to international sourcing and heavy demand, we perceive high delivery times of up to 4 weeks or more.

Why was there a huge delay in the delivery of my product?

Such delays occur when we are shipping items from our international warehouses. We stock items internationally in cheaper countries in order to cut costs. When we ship items manufactured locally, there is no delay.

How do you deliver the orders?

We use USPS and several other reputed courier partners to deliver the order. Depending on your location and the product, the delivery partner will also vary.

Do you ship internationally?

We do ship internationally to select locations including the UK, Canada, Australia, and several other countries.

How much is shipping?

Depending on your location, the shipping rates will vary. It will also depend on the location of the manufacturer of the product. International product sourcing also affects the shipping rates. But we always strive to keep the shipping rates as low as possible. To learn more, visit our Shipping Policy.

Do I have to pay any customs duty or tariff for the product?

In most cases, you don’t have to pay any customs duty or tariff. In rare cases, you may be charged a duty (in case of internationally sourced products not available in our local warehouses). In such cases, we will refund the tariff to you. Contact us through our contact page to let us know of this discrepancy immediately along with the tariff receipt.

Do you provide free shipping?

Yes we do have a free shipping available. The shipping policy is frequently updated to show the free shipping information. We also advertise the free shipping details through various social channels.

Do you ship in multiple packages?

It depends on your order. In certain cases, if the products are sourced from different locations, they may be split in multiple packages.

What to do if I received a faulty item?

We take pride in taking utmost care of our customers. If you received a faulty item, we will replace it for you absolutely free. You need to contact us immediately to let us know of the faulty item along with photographs of the item for us to verify it. Post-verification, we will immediately ship a brand new item for you. Instead, if you wish to get refund, please go through our return process to get your refund.

 

Returns & Refunds

What is your return policy?

We have a 30-day return policy that shows you how you can return the items you purchased. Visit the Return & Refunds Policy page to learn more and how to create returns.

Do you provide replacements?

We currently do not have the infrastructure to replace items. Instead, you have to return the item and purchase the replacement item as a separate order.

 

Miscellaneous

Are you manufacturing in China?

We are not manufacturing products. Instead, we are working with global manufacturers and creators to bring unique products. Many of our items are manufactured in China, which is the global leader in manufacturing. We also procure items from the US, Europe, and other Asian countries.

Do you sell fine jewelry?

We are a costume jewelry or fashion jewelry shop. We do not sell fine jewelry, which include real gold, real diamonds, etc. There are however, several semi-precious stone jewelry as part of Pendalace collections.

Where are these awesome products coming from?

We source our products from around the world. Some of them are manufactured in the United States. Some in European countries, and some in Asian countries. We tie up with fashion jewelry creators and wholesalers to bring the most attractive and high-quality pieces for you.

What browser & platforms does Pendalace work in?

Pendalace website works seamlessly across all browsers and platforms, including Google Chrome, Firefox, Edge, and Safari. All mobile platforms and desktops are supported.

How to get help if I have any further questions?

We are always ears! Get in touch with us through our contact form, and you will hear our response within 24 hours. You can also live-chat with us using the Facebook Messenger integration we have on the website. Most live chat queries are answered immediately, depending on availability of an agent. If not, you will hear back from us through email or social media.

30-DAY MONEY BACK

If you are not satisfied, please return the product to us within 30 days to get your money back. [Policy may differ for specific products, so check product descriptions.]

FREE SHIPPING

You asked for it. We heard! Pendalace now offers free shipping for all products sitewide.

DELIVERY

Due to high demand and international sourcing, we are experiencing long delivery times (20+ days) for a few items.

ULTRA-SECURE PAYMENTS

We are using Level 1 PCI DSS (Payment Card Industry Data Security Standard) for all card payments. The website has TLS, the latest security standard. This means your payments are completely secure.