Orders

Q1. How can I place an order on your website?
Placing an order is simple: - Browse our collections and choose your favourite piece. - Select the size/colour if applicable, then click “Add to Cart”. - When you’re ready, go to your cart and click “Checkout”. - Fill in your shipping details, choose a shipping method and payment option. - Review your order and confirm payment. You’ll receive an order confirmation email once your purchase is complete.
Q2. Can I place an order through telephone?
At the moment, we don’t accept orders by telephone. To protect your payment information and ensure accuracy, all Baroque Hour orders need to be placed through our official website. If you experience any issues while ordering online, please contact us and we’ll be happy to assist.
Q3. How to place a bulk order?
For bridal parties, corporate gifting or other bulk orders, please email us at info@baroquehour.com with your desired pieces, quantities and delivery deadline. Our team will get back to you with a customised quote and timeline.
Q4. Can I add customization requests to my order?
For simple customisations such as chain length adjustment or metal colour changes on selected styles, please contact us before placing your order, or leave a note at checkout and email us with your request. We’ll confirm whether it’s possible, any additional cost and the extra time needed. For more complex bespoke designs, please reach out to info@baroquehour.com with your ideas.
Q5.How do I cancel an order?
If you need to cancel your order, please email us as soon as possible with your order number. If your order has not yet been shipped, we will try our best to cancel it and issue a refund. Once the parcel has been dispatched, we can no longer cancel it, but you may request a return after you receive it.
Q6. How do I change/modify my order?
If you need to change your shipping address, contact details or items (such as size or colour), please email us immediately with your order number and the changes you’d like to make. If your order has not yet been shipped, we’ll do our best to update it. Once the parcel is dispatched, changes are no longer possible, but you may request a return or exchange after receiving it.
Q7. What should I do if I did not receive a confirmation email?
Order confirmations are usually sent within a few minutes after payment. If you don’t see it: - Check your spam/junk folder. - Make sure the email address you entered is correct. If you still can’t find it, contact us with your full name, shipping address and payment proof, and we will locate your order manually.
Q8. Why haven't I received an email about my order being shipped?
We usually ship orders within 1–3 business days. Once your parcel leaves our studio, you’ll receive a shipping confirmation email with a tracking link. If it has been more than 3 business days and you still haven’t received this email, please check your spam folder and then contact us so we can check the status for you.

Products & Baroque Pearls

Q1. Are Baroque Hour pearls real?
Yes. All our pearls are 100% genuine cultured Baroque pearls, hand-selected for their organic shapes, luster and iridescence. We do not use plastic or glass imitations.
Q2. What makes Baroque pearls unique?
Baroque pearls are never perfectly round. Each one forms its own irregular silhouette, like a tiny sculpture shaped by time and water. This makes every piece of Baroque Hour jewellery one-of-a-kind — no one else will have the exact same pearl as you.
Q5.How do you grade your pearls?
We look at several dimensions: - Shape* – based on our in-house Shape Library of Baroque forms. - Colour & Overtone – body colour, overtones and iridescent play of light. - Luster & Surface – how strongly the pearl reflects light, and the balance between natural textures and visible pits.
Q4. Why are your prices lower than other luxury brands?
We believe beauty shouldn’t require a 10× markup. Baroque Hour works directly with trusted partners and keeps our operations lean, so we can offer fair, moderate pricing while maintaining quality. You’re paying for craftsmanship and real materials — not unnecessary overhead.
Q5. Do you offer authenticity guarantees?
Yes. We stand behind every pearl we sell. If a piece is ever proven to be non-genuine, we offer a “fake one, pay three” style guarantee: a full refund and additional compensation according to our policy.
Q6. Are your pearls freshwater or saltwater?
We work mainly with high-quality freshwater Baroque pearls and selectively with saltwater varieties for specific designs. Each product page clearly states the pearl type and origin.
Q7. Are your earrings sold individually or as a pair?
Unless otherwise stated on the product page, our earrings are sold as a pair. If a style is sold as a single piece (for example, for mixing and matching), it will be clearly marked as “single earring” in the description.

Shipping & Delivery

Q1. Do you ship internationally?
Yes. We offer international shipping to many countries and regions. At checkout, you’ll be able to see whether we deliver to your address and which shipping options are available.
Q2. How long does it take for my order to ship?
We usually need 1–3 business days to process your order, carefully check each piece and pack it for shipping. During peak seasons or special campaigns, processing times may be slightly longer, but we will always try to ship as quickly as possible.
Q3. How long will it take for my order to arrive?
This depends on your location and the shipping method selected. After a processing time of 1–3 business days, typical delivery times are: - UK: about 7–14 business days after dispatch - EU: about 7–14 business days after dispatch - US & other regions: about 7–14 business days after dispatch Please note that these are estimates only and can vary due to customs or local courier delays.
Q4. Why haven't I received my order yet?
We’re sorry for the wait. Please first check the estimated delivery time for your region and your tracking link in the shipping confirmation email. Delivery can sometimes be delayed due to customs inspection, local holidays or courier issues. If your tracking has not updated for more than 7 business days, please contact us at support@baroquehour.com with your order number and we’ll look into it for you.
Q5. How do I track my orders?
Once your order is shipped, you’ll receive a shipping confirmation email with a tracking number and link. You can click the link to see the latest status of your parcel. If you created an account, you can also log in and view tracking information under “My Orders”.

Returns & Exchanges

Q1. Can I return or exchange my order?
Yes. If you’re not in love with your piece, you can request a return or exchange within 30 days of delivery. Items must be unworn, in original condition, with all tags and packaging. Custom or final-sale items are non-returnable unless faulty.
Q2. How do I start a return or exchange?
Email info@baroquehour.com with your order number and reason for return. We’ll send you the instructions and return address. Once we receive and inspect your item, your refund or exchange will be processed.
Q3. Who pays for return shipping?
For change-of-mind returns, customers are usually responsible for return postage. If we send a defective or incorrect item, we will cover or reimburse reasonable return shipping costs.

Warranty Repair & Care

Q1. Is there a warranty?
Yes. We offer a 1-year limited warranty against manufacturing defects from the date of purchase. This warranty does not cover normal wear and tear, accidental damage, loss, or damage caused by improper use or care. For any warranty enquiries, please contact us with your order number and clear photos of the issue.
Q2. What is Baroque Hour’s Lifetime Care service?
To reduce waste and extend each piece’s life, we offer lifetime care for all Baroque Hour jewellery: - Complimentary basic cleaning when you send the piece back to us. - Paid services such as re-plating, restringing, replacing clasps or adjusting length. Before any repair, we’ll give you a quote so you can decide.
Q3. How should I take care of my pearls?
Pearls are the only organic gems and need gentle care. - Put them on last and take them off first — after skincare, perfume and hairspray. - Wipe them gently with a soft cloth after each wear. - Store them separately in a soft pouch or box, away from sharp metals and extreme heat. Avoid ultrasonic cleaners, harsh chemicals and prolonged contact with water.
Q4. What if my jewellery needs repair?
Email us with clear photos and your order number. We’ll assess whether the issue falls under warranty or paid repair, then advise the next steps and estimate.

Payment & Account

Q1. What payment methods do you accept?
We accept major credit and debit cards and other local options depending on your region (for example PayPal or similar services). All available methods are shown at checkout.
Q2. In which currency will I be charged?
Our default currency is GBP (£). Depending on your location, you may also see prices in your local currency, but your bank or payment provider will handle the final conversion.
Q3. Why can’t I check out?
Please check that all required fields are filled, your card details are correct and your billing address matches your card. If the problem continues, try another browser or payment method, or contact us with screenshots.
Q4. Do I need an account to place an order?
You can check out as a guest, but creating an account lets you save addresses, view order history and track your shipments more easily.
Q5. I can’t log into my account. What should I do?
Use the “Forgot password” link on the login page to reset your password. If you still can’t access your account, email us and we’ll help.
Q6. Issues with receiving newsletters and coupons
First, please check your spam/junk folder and make sure that emails from Baroque Hour are not being filtered. If you still don’t receive our newsletters or welcome coupon after subscribing, try subscribing again with the same email address, or contact us at info@baroquehour.com and we’ll help you check your subscription status.

Sustainability Packaging & Gifts

Q1. What packaging do you use?
Every piece comes in our signature Baroque Hour box or pouch, plus a care card and after-sales information. Our packaging is designed to be plastic-free, reusable and recyclable wherever possible.
Q2. Can you include a gift message?
Yes. Every Baroque Hour order comes with a complimentary message card inside the parcel, so you can write your own short note or blessing by hand. If you’d like us to pre-write a message for you, you can leave your text at email and we’ll carefully copy it onto the card.
Q3. Will the receipt show prices for gifts?
For gift orders, we do not include prices inside the parcel. Your order confirmation with pricing is only sent via email to you.
Q4. How is Baroque Hour sustainable?
We focus on: - Working with trusted pearl farms and partners. - Using eco-conscious packaging and avoiding unnecessary materials. - Offering lifetime care and repair to extend each piece’s life instead of encouraging fast replacement. Our long-term goal is to make every step of our supply chain more transparent and responsible.