Frequently Asked Questions

Wie bestelle ich?

Du kannst Dein Lieblingsschmuckstück in ein paar wenigen Schritten bei uns Online bestellen. Wähle Dein Lieblingsprodukt und klicke es an um auf die  klicke an, um auf die Produktseite zu gelangen. Hier findest du weitere Informationen über das Produkt wie z.B. die verwendeten Materialien, Hand-Prägung, Produktverpackung etc. Spezifiziere Deine Personalisierung in den dafür vorgesehenen Textfeldern. Wähle die Farbe für Dein Produkt aus (Silber, Gold oder Roségold) sowie Deine Größe und klicke auf “In den Warenkorb”. Nun kannst du entweder weiter shoppen oder über das Warenkorb-Symbol im oberen rechten Bereich der Website zur Kasse gelangen. Gebe dort die gefragten Informationen an und klicke “Bestellung abschicken”.

Wie teile ich meine Personalisierungswünsche mit?

Du kannst die Personalisierung Deines Produktes in nur wenigen Schritten spezifizieren. Rufe die entsprechende Produktseite des Schmuckstückes auf, fülle die zu personalierenden Namen, Buchstaben, Daten oder Symbole in die dafür vorgesehenen Textfelder. Symbole kannst Du dabei wie folgt kenntlich machen: in Klammern setzen (Herz) oder Herz-Symbol. In “Notizen an unsere Juweliere” kannst Du uns in einem Freitext mögliche Erklärungen zu Deiner Personalisierung mitteilen. Sollten wir Fragen zur Umsetzung Deiner Personalisierung haben, kontaktieren wir Dich natürlich und fragen noch einmal nach, bevor Dein Produkt gefertigt wird.

Do I need to sign up to buy?

No, you don’t have to sign up or create an account with Silvery in order to place an order. However, <span class=”s1″>Creating an account with Silvery is quick and easy, and will allow you to move through our checkout quicker. You can also store multiple shipping addresses, gain access to your order history, and much more. S</span>imply click “Create an account” during checkout and enter your password. Your account will automatically be added when placing your order.

I have forgotten my password, now what?

You can simply reset your password by clicking “Lost your password” and we will send you a temporary one to your email address. Once you are logged in with your temporary password you can create a new password for your account.

What methods of payment are accepted?

You can pay your order either via EFT or credit car. You can tell us on the checkout page how you would like to pay by clicking one of the two options before placing your order.
<strong>EFT: </strong>Once you you have placed your order, an email with Silvery’s Banking details will be send to you. Please use your name and order number as reference in order for us to match the payment to your order.
<strong>Credit Card: </strong>Silvery chosen secured payment gateway for credit card payments is <em>Payfast</em>. Once you have placed your order, you will automatically be forwarded onto their secured site in order to enter your credit card details. You do not have to create an account with <em>Payfast</em> if you don’t want to. Your details will sit exclusively with <em>Payfast </em>and will not be shared with any third party.

How much is shipping?

FREE Shipping: Silvery covers your shipping ! Your order <span class=”s2″>will be sent with our courier partner and delivered to your door via the Economy option.</span><ol class=”ol1″>  <li class=”li1″><span class=”s2″>FREE SHIPPING – Courier Service delivers to your door, 3 – 5 working days for shipping.</span></li>  <li class=”li1″><span class=”s2″>R 29 – Courier Service Express delivers to your door, 1 – 2 working days for shipping.</span></li>  <li><span class=”s2″>R 130 – International Airmail delivers to your door, 8 – 13 working days for shipping.</span></li></ol><strong>IMPORTANT</strong>: Please allow 2-3 days handcrafting time for your order before it is dispatched as each item is being handmade to order.

How long will it take for my items to arrive?

<p class=”p1″><span class=”s1″>Manufacturing will be processed once we have received payment. From receipt of payment to product, dispatch takes 2 – 3 working days, during special occasions such as Christmas season and Valentine’s Day this may be extended by two additional working days due to the high volume of orders. Orders are then handed over to a courier company, South African Post Office or International Airmail for delivery.</span></p><p class=”p1″><span class=”s1″>PUBLIC HOLIDAY: Please note, that orders will not be processed, dispatched or delivered on a public holiday. A public holiday will delay the delivery of your order by at least one day.</span></p>

How do I get a refund?

<p class=”p1″><span class=”s1″>Silvery wants you to be thrilled with your new jewellery. However, if you need to return an item, you can return your item with following the below steps:</span></p>
<ul class=”ul1″>  <li class=”li1″><span class=”s2″>You have 10 calendar days to return an item from the date you received it.</span></li>  <li class=”li1″><span class=”s2″>Items have to be in their original condition, as when they were handed over to the respected courier / shipping service.</span></li>  <li class=”li1″><span class=”s2″>The packaging does not need to be intact.</span></li>  <li class=”li1″><span class=”s2″>Any items that have been personalised, custom made or assembled cannot be returned.</span></li>  <li class=”li1″><span class=”s2″>You will need to state the reason for your return and a picture of your jewellery will need to be taken and sent to info@silvery.co.za before shipping.</span></li>  <li class=”li1″><span class=”s2″>For hygiene reasons any piercings such as earrings cannot be returned.</span></li></ul><strong>Personalised items: </strong>Please understand, that you cannot return personalised items that have been custom made to your specific requirements unless they are damaged or have a mistake in the personalisation.

How do I return / exchange items?

<strong>Returns</strong>:<p class=”p1″><span class=”s1″>Once your item qualifies for a return you can courier the jewellery to the following address: </span></p>
<ul>  <li class=”p1″>27 Columbine Place, Unit 6, Glen Anil Durban, KwaZulu Natal, South Africa | + 27 31 569 4119</li></ul><span class=”s1″>Returns expense will be covered by the customer. </span>
<strong><span class=”s1″>Refunds &amp; Exchange:</span></strong><ul class=”ul1″>  <li class=”li2″><span class=”s1″>Items can be exchanged for their initial purchase value, if there is an item you wish to have that has a higher value, you can pay the difference.</span></li>  <li class=”li2″><span class=”s1″>Refunds will be done via EFT, once we have accepted the item for a refund, customers will have to send us their banking details.</span></li></ul>

Can I change my order once I have placed it?

If you change your mind about your order after you have placed and paid for your order please contact us directly via phone (031 569 4119) or email (info@silvery.co.za) so that we can check, where your order is in our manufacturing process. If your order has not been started processing yet we can make changes to the personalisation of the item or the item itself. Once our jewelers has started manufacturing your order changes might not be possible anymore or may cause additional costs on your side.<p class=”p1″><span class=”s1″>Cancelled orders on the e-commerce facility will be refunded after deduction of a 10% charge for administration costs.</span></p>

How do I know what size I am?

Silvery has got size guides for you on the website that you can follow to get your ring, necklace and bangle size. If you are ever unsure you can always give us a call and will help you with instructions.

What is Hand Stamping

<p class=”p2″><span class=”s1″>The Process – Hand stamping as it’s said, is all done by hand and eye coordination. Each letter is carefully placed and stamped by a hammer, all done by hand. The alignment of the text will not be perfectly aligned and may differ in height especially on longer words.</span></p><p class=”p2″><span class=”s1″>Font Options – We offer two sized fonts 3mm and 1.5mm. The height of each character is 3 or 1.5mm depending on what you have chosen. Additionally to letters and numbers we have a selection of icons that come in sizes as small as 1.5mm and up to 6mm.</span></p><p class=”p1″><span class=”s1″>Letter Cases – All our letters are available in upper and lower case.</span></p><p class=”p1″><span class=”s1″>Stamping Pressure – As each letter is stamped by hand, indentations may vary between each character. Some letters may look slightly bigger or bolder due to different stamping pressures done by hand.</span></p><p class=”p1″><span class=”s1″>Alignment – Letter will not be perfectly aligned, as this process is done by hand and each character placed and stamped is nearly impossible to get a perfect alignment.</span></p><p class=”p1″><span class=”s1″>Blackening – Hand Stamping is the impression done by the metal stamp into the jewellery piece. To make the impression more visible we use a blackening solution that is applied to the item before we to the final polishing. This blackening solution does fade away slowly and wears off eventually. How long the blackening lasts depends on how you take care of your item.</span></p><p class=”p1″><span class=”s1″>Bar / Pendant Disfigurement – During the stamping process, bars/pendants may become bent or slightly disfigured. This is the nature of hand stamping as you are forcing an impression into metal. The metal being forced inwards has to push out to the sides or he back. Once the pendant or bar is complete we straighten the item as much as we can before damaging or weakening the metal.</span></p>

What is the difference between hand stamping and engraving?

Engraving is done with a special machine that shaves the top layer of the metal to make a pattern or letters. Hand stamping as it’s said, is all done by hand and eye coordination. Each letter is carefully placed and stamped by a hammer, all done by hand. The stamped text will not be perfectly aligned and may differ in height especially on longer words. Hand Stamping is well known for its characteristic handmade and personal look. I<span class=”s1″>f you are looking for perfectly engraved and aligned characters, then machine engraving would be a better choice. But for those who love the unique handmade product, then hand stamping is perfectly suited for you.</span>

Can I hand stamp on both sides of the coins or bar pendants?

<p class=”p1″><span class=”s1″>Some of our products can be stamped on both sides and some can’t. Due to the nature of hand stamping (see “What is hand stamping) and the impression it can leave on the backside of a dainty bar/coin we recommend against stamping on both sides. Bolder items that are suited for hand stamping on both sides are marked as such on the product page (e.g. Men’s cufflinks, Sterling Silver Bold Coins).</span></p>