Frequently Asked Questions

Below are some of the questions asked most frequently by our customers. If you have a question that is not covered here, please contact us.

About Our Products

Q: Is all Jewellery genuine?

A: All of the Jewellery that we stock are supplied directly by our manufacturing unit or the other well reputed manufacturers. We do not stock imitation Jewellery or buy from dubious sources.

Q:What is silvermagic’s jewellery made from?

A: We offer Sterling Silver (925). The quality is guaranteed. Most of gemstones used in our designs are naturally formed, unless otherwise stated. More information for each of our products can be found in their descriptions.

We also sell hight quality of pure copper and brass jewelleries. You can find it in Contemporary Jewellery section.

Q: Are any of the Jewellery used / seconds / do they have their serial numbers removed?

A: No. All of our Jewellery is brand new and in top retail condition. They are exactly the same as if you purchased them from a high-street shop.

Q: I already own a few chains so can I buy just pendants?

A: Yes, contact us for details and we’ll create a custom purchase item for you.

Q: Can I just buy more chains?

A: Yes, simply order from our Chains collection.

Q: Can you help me choose the right ring size?

A: Yes, please see our Ring Size Guide.The best way to indicate which size you will need is by measuring a ring you already own using a standard ruler. Measure inside the ring from one side to the other in millimetres, this is your rings ‘inside diameter’ – now that you have this you can use our sizing chart.

Q: Is silvermagic’s silver hallmarked?

A: If the metal content of the silver is 7.78grams or above the product will be hallmarked. The majority of our items fall below this weight band and carry the 925 mark only.

Q: I have received an item and the stone looks different to the image?

A: As the stones we use are natural, there will be differences between each individual stone. This can be very small differences in sizes, tones and natural inclusive stone.

Q: Where else can i find your products?

A: Select designs can be found at Etsy.com (SilvervogueCreations). Any queries on our products or on a particular design, please email us so we can help you with your queries!

Q: Why are the prices so low?

A: Not only do we have the benefit of reducing costs by selling online but we are having our manufacturing unit. We also buy in bulk from the well reputed manufacturers giving us preferential rates. We also buy large amounts of Jewellery from the manufacturers during promotional periods enabling us to pass the savings on to our customers.

Q: How do I take care of my jewellery?

Sterling Silver (925):

Sterling Silver (925) is a soft metal and should be worn with care. Exposure to air naturally tarnishes silver over time so storing in an airtight bag is a great preventative measure. You can use a silver cloth to polish your sterling silver jewellery back to new. Try a lint-free flannel, microfiber, or other soft non-abrasive cloth as an alternative. Do not use paper towels or tissues to polish your silver as they contain fibres that can scratch the metal.

Copper Jewellery:

Pour vinegar into a glass or plastic bowl and submerge your copper jewellery in the vinegar. Add some salt for a deeper clean and leave the copper to soak for 15 to 20 minutes. When you take it out, your copper should be sparkling! Give it a good rinse to wash off all the vinegar and then dry it with a soft cloth.

Shipping:

Q: Can I track my order?

A: For tracking service, you are requested to request at time of ordering.

Q: How long will it take for my order to arrive?

A: Please see our Delivery and Returns page for more information here.

Q: When will my order arrive?

A: As a rule, you can expect delivery of your order within 4 – 5 days. If you must have your Jewellery next day we advise that you contact us before placing the order.

Q: What if I am not in when my order arrives?

A: If you are not in when your order arrives the postman will leave a note for you and take the package to your local sorting office. The note will contain instructions on how to either collect the parcel or to arrange a more convenient delivery time.

Q: Can I have my order gift-wrapped?

A: Each item you order from Silver by Mail is sent to you enclosed in a complimentary, exclusive gift box at no extra charge, meaning a hassle free way of sending the perfect gift.

Q: Can you ship internationally?

A: We are shipping Worldwide.

Orders, Returns & Complaints:

Q: Is ordering online safe?

A: We partner with Stripe & PayPal,very secure payment gateway, one of the world’s leading providers of online payments, to ensure that you can shop with confidence.

Q: What protection do I have?

A: We provide our own 10 day no quibble guarantee. This means that if you decide not to keep the Jewellery, for any reason, you can return it to us within 10 days for a refund. See our Terms & Conditions page for more information.

Q: I need to change or cancel my order, can you help me with this?

A: We are very quick at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we’re unable to amend it. It is simple to return any unwanted items back to us. Please see our returns page. Your cancellation rights can be found here.

Q: When will my order despatch?

A: Orders will be despatched within 1 working day of them being placed. Orders are not shipped on weekends or bank holidays.

Q: I haven't received my items yet - how long should I wait?

A: Up to 5 working days in the UK or 10 for International orders, after which you should contact us – see Delivery and Returns.

Q: An item I want is out of stock - when will this item be back in stock?

A: Some of our items sell out quickly. If you can still see the item on the website, it will be back in stock soon. Please sign up to the back in stock notification in the product’s description to ensure you are first to hear by email when the item is available again.

Q: I haven't received an order confirmation, has my order gone through?

A: When you place an order you’ll receive two emails from us; one to confirm your order and one to let you know that your order has been despatched. If you haven’t received them, please check your junk mail or promo folder . You may have also accidentally entered an incorrect email address at the checkout, in this case please email us so we can adjust your details.

Q: I received the wrong item or an item is missing?

A: We do take great care when packing your orders but from time to time there may be a mix up! Please get in touch with us within 48 hours after receiving your order, we will sort this as quickly as possible. Include your name, order number and let us know what was missing in your order. A photo of the product will be appreciated. We’ll be back in touch as soon as possible!

Q: I have received a faulty item?

A: We’re sorry to hear that! It is important to let us know within 30 days of receipt if you are in the EU and within 14 days of receipt elsewhere. Please get in touch with our Customer Care Team who will sort this as quickly as possible. Include your name, order number and let us know about the problem. We’ll be back in touch as soon as possible!

Q: Have you received my return?

A: Please allow up to 10 working days for returns to be processed. You will receive confirmation of your refund once your return has been processed. All refunds will be issued back to the same card/paypal account the transaction was made from.

Q: What can I do if my Jewellery doesn't fit correctly?

A: The quickest way to get your Jewellery adjusted is at your local jewellers. Most jewellers will provide this service for just a few pounds.

Q: What do I do if I don't like the Jewellery when it arrives?

A: Simply contact us to arrange return and we will be happy to provide either a replacement or refund.

Q: Who do I contact if I have a complaint?

A: We take all complaints very seriously, we are still learning and feedback helps us to get better at what we do. If you have something to say tell us at [email protected] be assured all serious complaints go straight to the managing director and you will receive a rapid response.

Payments / Discounts:

Q: What forms of payment do you accept?

A: We accept most Debit/Credit cards & PayPal.

Q: Where do I enter my gift voucher/discount code?

A: You can enter your Gift Voucher Code/Discount Code on the first page of checkout.

Q: What happens if I spend more/less than the value of my gift voucher?

A: If you do not spend the full amount on the gift voucher the code will remain valid with your remaining amount. If you want to spend more than the value of the voucher you can simply pay the extra with Paypal or by card at checkout.

Q: Why won't my discount code work?

A: Discount codes cannot be applied to sale items. Your discount code will only be applied to applicable products in your basket, at checkout.

Q: Why won't my discount code work?

A: Discount codes cannot be applied to sale items. Your discount code will only be applied to applicable products in your basket, at checkout.

Q: Where can I get a discount code from?

A: Every so often we release discount codes across our different social media platforms. Follow us on the links below to make sure you don’t miss out!
Instagram

Facebook / Twitter

You can also sign up to our newsletter below for exclusive offers, competitions and to be the first to hear about newness!.

Q: I have already placed an order but I want to use a promotional code on it, how do I do this?

A: Sorry, once your order has been placed we are unable to manually add a discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code.

Q: Can I use more than one discount code on my order?

A: Discount codes can’t be used in conjunction with any other offer or promotion or in addition to any student discount you may be entitled to (unless otherwise stated). Only one discount code is permitted per order.