FREQUENTLY ASKED QUESTIONS
Here are answers to some of the most common questions we get asked. If you don't see the answer to your query here, please feel free to contact us via the contact page, or email us at email@example.com.
Great care has been taken in creating your jewellery. To protect it and contribute to its longevity, we suggest that you store your jewellery separately, as metals and stones can scratch when they come into contact with each other.
Sterling silver tarnishes, especially when exposed to salt air and products containing sulfur. If your jewellery has tarnished, then to restore the original brilliance of the surface, we recommend using a non-abrasive silver polishing cloth.
Remember, jewellery should be the last thing you put on, and the first thing you take off. This can help avoid snagging with clothes, and helps avoid as much contact as possible with deodorant, perfume and lotions etc. And finally, as with all handmade items, they tend to be more delicate than mass produced products, therefore, we ask you to handle your jewellery with care, and suggest that when removing rings, they be held at the sides, rather than top and bottom.
ULTRA SUEDE CORD
All of our pendants come supplied on an Ultra Suede cord (where mentioned in the description). We chose Ultra Suede cord for many reasons. Firstly it is a man made fibre, and therefore, no animals have been harmed in its production - this is an important factor for us and our silversmiths! Secondly, although it feels similar to natural suede, it is more resistant to stains, discolouration, fraying and piling - giving it a longevity that natural suede doesn't have. Lastly, and possibly most importantly for some people, it's machine washable!
DELIVERY TIMES & CHARGES
Unless otherwise stated, all orders will be delivered by 'Standard Delivery' which is Royal Mail 1st Class Signed For, and the charge is £3.25. It is possible to upgrade the service to 'Guaranteed', and we use Royal Mail Special Delivery Guaranteed by 1pm for this service, with the cost being £7.50. Please be aware that Royal Mail's delivery aim is 1 working day for 'Standard', and next working day for 'Guaranteed'. We don't want your beautiful new jewellery to fall into the wrong hands, so all orders will require a signature upon delivery. All orders will be dispatched within 24 hours (excluding Sundays and Bank Holidays).
Silverati ship worldwide. If you cannot see your country listed, please just contact us for costs. Overseas orders will be sent via Royal Mail International Signed For. This means that parcels will need to be signed for by someone at the delivery address. For this reason, we cannot send parcels to PO Boxes.
Please note that any duty and/or administration charges incurred by your parcel being delivered overseas will need to be settled by you as Silverati will not be held liable for these. Also, please be aware that unfortunately it may not be possible for us to deliver to some countries.
We hope that you will be entirely happy with your jewellery, but if for any reason your purchase is not what you were after, Silverati offer a 14 day return policy. We will be more than happy to provide a refund, or you can exchange for alternative products. You must contact us in advance of returning an item, either by using the contact page (with the heading 'Return'), or by emailing us at firstname.lastname@example.org. All goods must be returned unused and in their original packaging together with the original dispatch note.
For hygiene reasons we cannot exchange or refund earrings, unless they are defective or faulty.
Returns should be directed to:
Silverati, 6 Hurley Court, Castlebar Road, London W5 2DG.
We strongly recommend that your items should be sent back to us via a reliable delivery service, and that you obtain a certificate of posting, as no responsibility will be taken for parcels lost in transit. You will be required to arrange and pay for the return of the products to us, and the delivery charge on the original order will not be refunded. Goods returned to us arriving damaged, or lost, will not be credited.
Every item is checked before it is sent out, however, in the unlikely event that you receive a genuinely faulty item, we will replace the item, or refund you, free of charge. We will only refund return/exchange postage costs if the item returned is faulty.