Frequently Asked Questions

As a rule, we ship within 28 business days after we confirm your payment. Depending on the availability of materials, we may be able to ship sooner.

If an item will take longer because of our workshop schedule or the availability of materials, we will email you as soon as the delivery date is known. If you need your order by a certain date, please ask us about the delivery time before you order.

View our Shipping Policy

Shipping within Japan is a flat 1,000 yen (tax included), and free on orders of 6,600 yen or more.

View our Legal Notice (Act on Specified Commercial Transactions)

Because our items are made to order, as a rule we do not accept returns, exchanges or cancellations for personal reasons. If you placed an order by mistake, please contact us within 24 hours of ordering.

View our Refund Policy

Please let us know before your order is shipped. We will send the receipt together with your item. We cannot send a receipt separately from the item.

As a rule, refunds are made through the payment method used for the purchase. Depending on the payment processing status and your card company's billing cycle, the charge may be canceled, or the refund may be made or offset at a later date.

We cannot check exactly when the refund will appear. After we let you know that the refund has been processed, please contact your card company or payment service.

View our Refund Policy

Every Tensei Pearl item comes with a warranty card.

We restring our own necklaces free of charge. Please also feel free to ask us about remaking our jewelry or adjusting the length of a necklace.

It depends on how often you wear them, but about every 2 to 3 years. If the thread has stretched because of a strong pull, we recommend restringing soon.

Please be careful not to get your pearls wet, as water can weaken the thread and cause the pearls to crack.

Avoid direct sunlight and very dry places. If you keep them in a closet or similar place, do not store them together with insect repellent or desiccant.

Also, store them so that they do not touch diamonds or other hard gemstones, as this can scratch them.

We can do this for a fee. Please note that, depending on the condition of the item, we may not be able to help.

We do have a polishing cloth made for pearls, but any soft cloth that can wipe away sweat and dirt will do. A soft cloth for glasses or smartphones is fine. However, please do not use cloths with abrasives, such as silver polishing cloths, as they can scratch your pearls.

Yes, for simple designs. Some design pieces can also be converted, depending on how they are made, so please feel free to ask.

Yes. For design pieces, we can do this as long as the design has not been discontinued. Because of the nature of pearls, it may be hard to match the color exactly, in which case we will make it in as close a color as possible.

Depending on the condition, polishing the surface may bring back some of the luster. However, color changes over time are often caused by changes inside the nacre, so the original color cannot be fully restored.

We can remake it into a new design for a different use. Many customers have a necklace with special memories remade into Buddhist prayer beads (juzu). Please feel free to ask.

If an item has an initial defect or anything else that concerns you, please contact us or the store where you bought it. We will offer a return or an exchange for a replacement.

Please note that we cannot accept returns or exchanges for personal reasons, for items that have been used, or for custom orders.

For online orders, if an item has an initial defect or is different from what you ordered, please contact us within 3 days of receiving it. Please talk to us before sending anything back. For details, please see our Refund Policy.