PEARL, now ideoon – Help, Questions & Answers

Do you have a question? You’re in the right place! We have compiled 50 questions and customer insights about our online shop, Factory Outlets, and our service for you.

The questions are sorted by topic so you can easily jump to the area you're looking for. Your question is not listed? Our service team is happy to assist! Write an email to customerservice@pearl.ch or call us during our service hours at 0848-223300.

 

PEARL becomes ideoon - More modern, more innovative and still reliable

Why is PEARL becoming ideoon?

Following a successful partnership with Pearl Germany, we are now launching our own name, our own brand, a customer-centered product range, and an expanded Swiss Edition for our customers in Switzerland. The same dedicated team will continue to support you with the quality you trust and inspire you with a perfectly tailored product selection. Get ready for our innovations and fresh ideas!

 
What happens to orders still placed under PEARL?

All orders will be processed seamlessly, regardless of whether you ordered through our previous name pearl.ch or under ideoon.ch.

 
What happens to my credit?

Your store credit remains fully intact and is available for you to use without any restrictions.

 
Are there changes to the product range?

You can still rely on your favorite products. Additionally, we continually seek out exciting innovations and fresh ideas for you—all at the best prices. Our expanded Swiss Edition ensures that our products are a perfect fit for your home or office.

 
How do you ensure product quality?

All products undergo strict quality control. Our purchasing team thoroughly tests each item to ensure its quality is consistently high. Additionally, all products in our Swiss Edition are required to meet the standards of Swiss households.

 

Questions about the product range - Large and varied selection at PEARL

Who is PEARL Switzerland?

PEARL Switzerland is based in Pratteln BL and is an independent subsidiary of the PEARL Group. With online stores in numerous countries and around 7 million customers, PEARL is among Europe's largest technology mail order companies. More information in PEARL portrait.

 
What benefits do I have at PEARL?

There are many more than we can list here. Key ones: 16,000 innovative products, very competitive prices, friendly service, expert advice before and after purchase, exclusive free offers, 30-day return policy with money-back guarantee, 2 years full PEARL product guarantee and the security of the Swiss Online Warranty.

 
How many products does PEARL carry?

The PEARL online store assortment includes around 16,000 products with excellent value for money.

 
Whats on offer at PEARL?

In the PEARL online store you will find 16,000 products with best price guarantee such as electronics & computers, household, garden & patio, DIY, printer cartridges, software, leisure, travel, toys and PC games.

 
How do I find a particular product?

Quite simply by our error-tolerant search function. You will find the search field at the very top of the webshop. Enter either a search term or the item number from the catalog. Alternatively, you can also click through the product categories on the left side in the online store.

 
What is the PEARL Factory Outlet (PFO)?

In addition to the Swiss online store, you can also shop locally at PEARL. At the PEARL Factory Outlet (PFO) in Pratteln, you will find selected items from the PEARL webshop collection as well as additional discounted mail-order returns. Find out more at the PEARL Outlet in the Grüssen-Center in Pratteln.

 
How can I contact PEARL?

Around the clock, 365 days a year: Simply bye-Mail or you can contact us via the contact form. PEARL doesn't currently offer a telephone hotline or callback service for our English speaking clients.

 

Questions about the prices - Best prices at PEARL

Why are all products more affordable at PEARL?

Partnerships with hundreds of suppliers worldwide enable PEARL to offer sales prices that are usually far below the manufacturers' recommended retail prices. Many promotional items receive an additional discount in the PEARL online store. This even applies to new products.new products.

 
What is the "previous price"?

The previous price in the PEARL webshop, and the PEARL catalogue is usually the recommended retail price of the European supplier (RRP). In addition, we also indicate your savings compared to the RRP in the online store.

 
Why does PEARL offer so much for free?

Due to our close cooperation with manufacturers worldwide, we are often offered special quotas from overproduction. We pass on these price advantages or free offers 1:1 to our PEARL customers.

 
Are promotional items reduced again?

Yes, of course. You can enjoy extra price advantages on all promotional items in the PEARL online store or outlets in addition to the reduced PEARL price.

 
Are there any hidden costs?

Definitely not. Unlike other online stores, PEARL does not have any hidden costs. There is also no minimum quantity mark-up and no shipping surcharge.

No matter what you order: Up to a value of goods of Fr. 350.- you will only pay a shipping fee of Fr. 8.95. If your purchase value is above Fr. 350.- shipping is free for you as the end customer.

 
How does the PEARL Best Price Guarantee work?

If you find an item you just bought at PEARL cheaper elsewhere, we will refund you the difference!
This PEARL price guarantee applies to all offers from retailers and Swiss mail order companies (30 days from the date of purchase and only for standard household quantities).

 
Why can prices differ between store and catalog?

The prices in the PEARL online store are constantly changing. This is the only way we can react to what is happening on the market and offer you everything at the best possible prices.

 
Why are products in the Swiss online store more expensive in comparison to the German one?

As an exclusively Swiss mail order company, we are also subject to the cost structure of a Swiss corporation. Naturally, we also have to take this into account when setting prices.

 

Questions on orders and payment - Conveniently order and pay at PEARL

How do I order from PEARL?

Simple and convenient: You order directly in the online store or use one of the following options:
Telephone hotline: currently PEARL doesn't offer an English hotline.

  • Telefax: 061 - 826 20 22
  • E-Mail: customerservice@pearl.ch
  • Letter / Postcard: PEARL Switzerland, Grüssenhölzliweg 5, 4133 Pratteln (BL)
 
How do I return an item?

For returns, you first need a return form. This is generally attached to the invoice you received with the delivery. You can download the return form here if you can no longer find it.

You post your return at the post office or another postal service. Please frank the return sufficiently and send it to PEARL Switzerland, Grüssenhölzliweg 5, 4133 Pratteln.

You can alternatively use the pick@home service of the Swiss Post.

More information on returns.

 
Can I exchange items?

Of course. The 30-day return policy applies here as well. The best way to make an exchange is to contact our customer service at customerservice@pearl.ch

 
Do I get my money back?

Yes, if you choose, you will get your money back when you return an item ordered from PEARL. Only the cost of shipping, regrettably, can not be refunded.

 
How can I pay?

In the PEARL online store you can pay conveniently by invoice, credit card (VISA and Mastercard) or PayPal. In the PEARL Factory Outlet you can also pay cash or by EC card.

 
How much are the shipping costs?

Transparency is important to us: That's why PEARL offers a flat shipping rate of Fr. 8.95 up to a merchandise value of Fr. 350.00. Above that, shipping is free of charge for you as the end customer. More about this in our shipping & payment conditions..

 
Is my data secure at PEARL?

Data protection is a matter of course in the PEARL webshop. All orders placed in the online store use secure SSL encryption. In addition, we never pass on customer data, but use it exclusively for PEARL internal purposes. More about data protection at PEARL.

 
Can I order in the PEARL online store and pick up in the PEARL outlet?

Gladly. Simply indicate your request in the "comments" field when you place your online order. Or simply place your order by e-mail to customerservice@pearl.ch

 
Can I return items at the PEARL Factory Outlet?

This is also possible. But only if you have a Premio Card. You can apply for this free of charge right now.

 
Can I modify an order after it has been placed?

That depends on how far your order has been processed at PEARL. Just send us an email. Our customer service will be happy to help you.

 
Do you offer gift certificates at PEARL?

Yes, PEARL Factory Outlet sells gift vouchers for a range of amounts. Just drop by the PEARL Outlet in Pratteln. You can find the opening hours on the outlet page.

 

Delivery questions - Convenient free delivery

How long is the delivery time?

Thousands of products are ready to be shipped directly from the warehouse in one day. Other items are typically ready for shipment within 2-5 days. For the few items that are currently not available, you will be shown an estimated shipping date in the online store. More information on availability can be found on the respective product page in the product info.

 
Why are some items unavailable?

Due to high demand or supply problems on the part of the manufacturer, this may happen with individual items. If this happens, you will be shown an estimated shipping date in the online store. We are happy to find a suitable replacement item for you: Simply send us an email.

 
What happens if my delivery is delayed?

In such cases, you will immediately receive an email from us informing you of the new delivery date.

 
Where can I see if an item is available?

In the online store on the respective product page.

 
Can I specify an alternative shipping address?

Of course! Simply select " Modify address " when placing your online order and create an alternative shipping address in your address book.

 

Questions about PEARL guarantees - confidence warranty, money back guarantee, 24 months product guarantee and best price guarantee

Do I have a product guarantee with PEARL?

Yes, and a much better one than the legally required warranty. PEARL offers you a genuine 2-year product warranty. In the event of a guarantee claim, we simply replace the defective item. Long repair times therefore do not exist at PEARL. More information about the product guarantee.

 
What happens in the event of a guarantee claim?

As a rule, we simply replace the defective item. PEARL does not have long repair times.

 
How long can I return items?

You have a full 30-day right of return as a PEARL mail-order customer and in PEARL outlets. In addition, as a PEARL customer you enjoy a genuine product warranty of 2 years.

 

Account questions - All the important questions and answers to your account

How can I register with PEARL?

You can create your customer account when you place your first order in the PEARL online store or you can register directly here without placing an order.

 
How do I log in?

Once registered as a customer, you can easily log in every time you visit the PEARL online store by clicking the "Customer Login" button. You will find this at the top right.

 
What happens if I forget my login data?

In this case, please enter the email address you already have on file with us here. The system will then immediately send you an e-mail with an encrypted access link. You can use this to reset your password and set a new one.

 
Can I order without a customer account?

Yes. You can order as a "guest". However, you will have to enter your contact information again when you place a new order. Furthermore, it is not possible to view your order status.

 
Is my data secure at PEARL?

Data protection is a matter of course in the PEARL webshop. All orders placed in the online store use secure SSL encryption. In addition, we never pass on customer data, but use it exclusively for PEARL internal purposes. More about data protection at PEARL.

 

Customer Service Questions - One of the best customer services in Switzerland

How do I reach the customer service?

You can reach them around the clock by e-mail: customerservice@pearl.ch. Alternatively, you can write to us via the contact form.

 
When is the customer service team available by phone?

We currently don’t offer a callback service for our English speaking clients. Please contact us via email at customerservice@pearl.ch

 
How can I return items?

Simply download the return form or request it by e-mail and return the goods by mail. As a PEARL Premiocard holder, you can also return items to a PEARL outlet of your choice. More information about returns.

 
Do I get my money back?

Yes, if you choose, you will get your money back when you return an item ordered from PEARL. Only the cost of shipping, regrettably, can not be refunded. You have a full 30-day right of return as a PEARL mail-order customer and in PEARL outlets. More information about returns.

 

Questions about the PEARL catalogues - main catalogue, shopping catalogue and theme catalogues

What catalogues does PEARL publish?

The main PEARL catalogue and shopping catalogue are published several times a year in printed form. Simultaneously, there is an online version of both catalogues - as a PDF. In addition, there are themed PDF catalogues. These offer you a select range of products on a specific theme. More about the PEARL catalogues.

 
Where can I find the online catalogue?

You can find all current online editions of the PEARL catalogues here.

 
How do I receive the PEARL catalogue free of charge?

Simply request it free of charge: By e-mail. PEARL catalogues are also available in the outlets. In addition, there is an interactive online version of the catalogue with direct ordering and PDF download.