Policies + FAQs

We want every Pilot + Pearl purchase to feel meaningful from the moment you place your order. Below you’ll find helpful information about ordering, personalization, shipping, returns and caring for your jewelry.

If you have a question that isn’t answered here, please contact us at hello@pilotandpearl.com.

  • Estimated processing times will be listed on each product page. Ready-to-ship pieces will typically ship sooner than personalized or made-to-order designs.

    Once your order ships, you’ll receive an email with tracking information. Delivery estimates begin after processing and may be affected by carrier delays, weather or holidays.

  • Non-personalized jewelry may be returned within 14 days of delivery if it is unworn, unused and returned in its original packaging.

    Please contact hello@pilotandpearl.com before returning an item. Original shipping charges are nonrefundable, and customers are responsible for return shipping unless the item arrived damaged or incorrect.

  • Because personalized and customized pieces are created specifically for you, they are considered final sale and cannot be returned or exchanged.

    Please carefully review all names, numbers, airport identifiers, tail numbers, dates and other personalization before submitting your order.

  • Contact us as soon as possible at hello@pilotandpearl.com. We’ll do our best to accommodate changes, but personalized orders cannot be changed or cancelled once customization has begun.

  • Please contact us within five days of delivery at hello@pilotandpearl.com. Include your order number and clear photographs of the item and packaging so we can make it right.

  • Materials will be clearly identified on each product page. Because some designs may feature natural pearls, stones or individually selected components, slight variations in shape, color and texture are part of what makes each piece unique.

  • Remove your jewelry before showering, swimming, exercising or sleeping. Avoid direct contact with perfume, hairspray, lotions and household chemicals.

    After wearing, gently wipe your jewelry with a clean, soft cloth and store it separately in a dry place to help prevent scratching and tangling.

  • Small variations may occur in natural pearls, stones, hand-finished details and individually assembled pieces. These subtle differences make each Pilot + Pearl design special.

  • Personalization options will vary by design and will be listed on the individual product page. As the collection develops, additional custom options may become available.

  • Pilot + Pearl currently ships within the United States. Available shipping methods and costs will be displayed during checkout.

  • Email us at hello@pilotandpearl.com. We’ll respond as soon as possible during regular business days.