Frequently Asked Questions
You can place your order online in a few simple steps. Locate the item you would like to purchase, you can view items via our product categories listed at the top of the Home Page or you can use the search function.
Click through to the product page which showcases images, sizes and details. Select your size and personalisation if required and add your item to your cart. Ensure all fields have been filled in. Carry on browsing if you like and add further items to your cart. Once you’re done with you shopping you can go to your cart via the icon at the top right corner of the website and check out. For your order to be successful and to go into manufacturing payment must be completed via one of the methods offered.
With Hand Stamping – The answer is no:
We are unable to add stamping to both sides of a jewellery piece when personalising it with hand stamping. The process indents the Silver and therefore slightly raises the back of the jewellery item.
Read more about hand stamping and engraving – click here.
With Engraving – The answer is yes:
It allows for personalisation on both sides of an item due to the etching process. All our products guide you on where the personalisation is, for example on the front or back of a pendant. For additional engraving we are able to quote you should the product allow for it.
Each product has been carefully designed and therefore there is a character count (which includes spaces). It is important to stick within the suggested count shown on product listings. Not considering it or ignoring it could delay your order as we have to query it with you. The product design takes into account all aspects of manufacturing so it might appear to you that more characters can fit, however that is not necessarily the case due to the process items have to go through. Please respect this aspect of our hand crafting process.
It is important to ensure that you feel confident and clear on the sizing of the product you would like to order. If you order the incorrect size, we cannot be held liable, but we are here to assist you.
We have prepared size guides for you that are easy to follow:
There is a helpful image available to view with all our necklaces. This shows the different lengths we offer and approximately where they sit when worn around your neck.
Bracelet or Cuff Bangle:
We have created a video which guides you step by step on measuring your wrist size. Click here to view it / it is also displayed with most of the products relevant to this style of measuring.
This is the most tricky measurement to get right so please take extra care.
For ring sizing we highly recommend visiting your closest jewellery shop to clearly establish your ideal size and fit. You can also make use of our ring measurement and wrist measurement guidance located under the “Info” tab in our navigation bar / click here. These are for guidance purposes only, you are required to use your own discretion. Silvery does not guarantee any sizing personally done by customers.
If you made an error on your jewellery sizing and only realised it once your order was delivered, feel free to get in touch with us. We are able to quote you for a remake or resize which is at a reduced fee in order to accommodate the changes. In this instance you will return the incorrect item to us and are liable for all courier fees associated with the return and re-delivery.
Our 14kt Gold and Rose Gold Vermeil (pronounced “ver-may”) is a type of plating added to our products. If you are wondering if it’s real Gold, then the simple answer is yes it is. In simple terms it’s a coating of 14 karat Gold placed onto or over our 925 Sterling Silver pieces as opposed to an item made from purely solid Gold.
It offers a beautiful alternative to the Silver hue of our jewellery. However, it is important to note that plating is not permanent, and it will inevitably wear away. Underneath the plating is still high quality 925 Sterling Silver so the value of your jewellery piece is intact. If you are comfortable with plating and the knowledge that it will fade, then we recommend it as an option for you.
The lifespan of plating is very difficult to predict. It is different for each person and is impacted by the acidity or pH balance of your skin, exposure to perfumes or lotions and how items are stored. We do not recommend that you bath, swim, exercise or sleep wearing our jewellery pieces. Some customers experience fading after a very short period of time and others can have it last up to 12 months or longer.
Silvery offers a service of polishing items and re-plating your jewellery. This is a service we quote for when you are ready to have your plating restored to its original shine and finish.
View our dedicated page on Hand Stamping vs Engraving – click here.
Hand stamping as the name suggests is done by hand-eye coordination so the positioning is less precise than that of an engraved item. Each letter is carefully positioned and stamped by our skilled Jewellers. The “stamped” impressions or indentations are made by hammering a metal tool which has raised letters or symbols at the end.
The alignment of the text can differ in height especially on longer words due to the hand-crafted nature of this style of personalisation. We find that this specific look is an option for customers who prefer its tactility to the linear lines of engraving. The indentations of the letters can appear to be slightly different too as the pressure applied via hammering during the stamping process can vary between stamps. Hand stamping offers a more inconsistent finish to engraving. It’s not meant to be uniform or perfect.
Hand Stamping Font Options: We offer two sized fonts 3mm and 1.5mm. The height of each character is 3mm or 1.5mm depending on what you have selected. Additionally to letters and numbers we have a selection of icons that come in sizes as small as 1.5mm and up to 6mm.
Engraving is first set up as a graphic file by our designer in order to get the best layout possible. The file created is then linked to our laser machine which uses it as a guide to etch the personalisation onto a handmade item of jewellery. The laser engraving option results in a smoother, more consistent end result with multiple font and design options available. Engraving is the suggested option if you prefer an element of perfection and precision to jewellery order.
The laser machine is also able to cut small, intricate designs such as symbols or charms resulting in a near-perfect end result. It offers more versatility in creating our designs. The cutting process allows us to create items such as our signature Name Necklace and beautifully detailed pieces like the Photo Engraved Necklace.
Engraving Font Options: We have three main font options for engraving which offers different styles. You can view and select these font options when personalising your item through the order process. Additionally, the laser engraving machine has the ability to etch images, photos and logos.
No, you don’t have to sign up or create an account with Silvery in order to place an order. However, creating an account with Silvery is quick and easy and will allow you to move through our checkout process quicker. You can also store multiple shipping addresses, gain access to your order history and much more. Simply click “Create an account” during checkout and enter your password. Your account will automatically be added when placing your order.
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.
Payment can be made via PayFast, Ozow & EFT to our bank account with First National Bank.
Manufacturing and hand crafting of your order will begin processing once payment has been received and it has cleared.EFT can take up to two days to reflect.
We process orders and allocate payments once a day, therefore orders are not immediately allocated to manufacturing.
Handcrafted within 2 - 3 Days
Each order has a handcrafting time of 2 – 3 full working days, which only begins once your payment has reflected.
Delivered within 1 - 3 days
Delivery to main centres are delivered within 1 - 3 days. Outlying rural areas may take up to 5 working days. Delivery begins once the order has been crafted.
Total Delivery Time Example
An order placed and paid for by Monday would be dispatched by Thursday afternoon. Your order will then be delivered within 1 - 3 working days if the address is within a main centre. Your order payment must also reflect in our account by Monday. Pay by card with Payfast or Instant EFT using Ozow for same day account payment reflection.
Each order has a handcrafting time of 2 – 3 working days, which only begins once payment has reflected on our system as stated above.
Once your payment reflects, your order will enter our workshop to begin its handcrafting time.
After the final day of handcrafting time, your order will be dispatched with our courier partner by the close of business. Tracking information will be sent to you.
During the festive season, Valentine’s Day or other important celebrations our manufacturing time may be extended without prior notice due to an increase in orders.
We are unable to accommodate special requests to expedite orders or guarantee exact days on which items will arrive with you. We strive to adhere to our manufacturing deadlines and guide you accordingly.
Public Holidays: Orders are not processed, dispatched or delivered on public holidays. A public holiday will delay the delivery of your order by at least one additional day.
If your order is “in query” it impacts the turnaround time. We will contact you to clear any details or order related queries with you. The sooner this is resolved, the sooner your order returns to the workshop to continue being manufactured. If your responses are delayed or our calls and attempts to communicate with you go unanswered, we are unable to expedite the order when you do eventually make contact.
Each order has a handcrafting time of 2 – 3 working days, which only begins once your payment has reflected on our system. Orders are dispatched after this time. This timing may be subject to change without prior notice.
Central Areas, Residential & Business Addresses:
|R 99.00||1 – 3 working days for shipping after manufacturing. Delivery times may vary.|
Regional, Outlying Area / Rural, Farm / Gravel Rd Addresses:
|3 – 5 working days for shipping after manufacturing. Delivery times may vary.|
Prices are subject to change without prior notice. Regional, outlying areas may incur additional delivery charges which you will be notified about prior to your order being dispatched.
Silvery cannot be held responsible for any delays in delivery once your order has been dispatched and left us and is in the possession of our courier partner.
Silvery reserves the right to charge additional shipping costs if these occur for example at unsuccessful delivery or refused acceptance.
This service is available by special request only at a quoted fee or is listed per product when available. To qualify for this service all orders have to be placed with payment reflecting by no later than 10am the day prior to dispatch. The order is not made and dispatched on the same day, but rather placed and dispatched by close of business the following day if your payment reflects accordingly. This service is available from Monday to Thursday for a dispatch date within the same week. Order requests on a Friday will only leave the following week. We do not offer this option during exceptionally busy periods such as Mother’s Day and the festive season. Silvery cannot be held responsible for any delays in delivery once your order has been dispatched and left us and is in the possession of our courier partner.
We deliver globally with DHL Express.
- Each regions rate is quoted at Checkout.
- All orders are supplied with a track number
- Globally most orders are delivered within 3 - 5 working days
You may collect your order from our premises upon completion – we will contact you. Please refer to COVID-19 page for procedure.
For all international orders placed outside of South Africa, Silvery will not be held liable for import taxes and duties into your country.
However, we have Silvery offices for the following regions:
When ordering through Silvery.co.za for these regions you will not be charged import taxes and duties as these orders will be shipped to our offices where all import duties will be paid for by Silvery Jewellery.
VAT number: DE 336910321
Ordering from Silvery:
For additional insight please review our detailed Terms and Conditions.
Agreement when Placing Order:
Silvery strives for excellence and in turn wants you to be happy with your purchase. Due to the nature of our business which is linked to personalisation, it is very important to be aware of our Standard Return Policy and matters related to exchanging items. Upon placing your order you are required to tick the box “I have read and agree to the website terms and conditions*” which is a mandatory field prior to being able to complete your order. It’s your responsibility to read the Terms and Conditions. We are unable to enter into discussions if you openly admit to not having read our Terms and Conditions.
Order Processing & Delivery:
Manufacturing and handcrafting of your order will begin processing once payment has been received and it has cleared. Payments can take up to two days to reflect.
We process orders and allocate payments once a day, therefore orders are not immediately allocated to manufacturing, even if you bank with FNB.
You will receive email notifications at the various stages of your order progress.
Order Placement Tips:
- Paying via credit card is the swiftest method of payment.
- View the emails that we send you for guidance on order progress.
Please note that our courier partners are unable to deliver to P.O. Box addresses. Silvery will not be held responsible or liable for incorrect delivery details supplied by customers when checking out. When selecting our courier option, it will be necessary for someone to sign to acknowledge the receipt of the parcel upon delivery.
Once your order has been dispatched we are unable to update your delivery address. Please ensure you fill it in correctly and accurately when placing your order.
Condition of Goods:
In the unlikely event that items are delivered damaged or with defects and there is no clear damage to the item from the courier company, you will be required to take photos of your items within 24 hours of receiving your goods. Photos are to be emailed to: [email protected].
Upon receipt of the details we will investigate the matter. Should it be found that the items were sent to you in the condition shown upon receipt or such damage occurred in transit, Silvery will replace the items that you have ordered. If the items are not reported as damaged / defective within 24 hours of receiving them, we will not be able to refund or exchange your order.
You will be required to return the damaged items to us, upon which a new order will be sent to you. You will not be permitted to keep the damaged items.
Silvery strives for excellence and in turn wants you to be happy with your purchase. Due to the nature of our business which is linked to personalisation, it is very important to be aware of our Standard Return Policy and matters related to exchanging items.
If your order status is “on hold” or “processing” you are able to cancel your order for a full refund. Contact us immediately for assistance – [email protected]
If your order has begun manufacturing (status “With Jeweller”) you are unable to cancel it and receive a full refund. A deduction of 10% will be charged for administrative costs. At this stage in the process we will require clear reasons as to why the order needs to be canceled and refunded.
If your order has been dispatched, but not yet received you are unable to cancel it or receive a full refund. Communicate with us via inf[email protected] and we will establish how to assist you further.
In some instances we will offer you a coupon to use on the Silvery website as opposed to a refund. This will be to the full value of your order and not less 10% as per refunds. Coupons are valid for up to 12 months.
If you qualify for a refund it is done via a payment reversal via your payment gateway. Refunds can take up to 5 – 10 working days to reflect. Refunds incur a deduction of 10% off the total order amount for administrative costs. Refunds are taken on case by case so please get in touch with us accordingly. Delivery charges of your original order will not be refunded where applicable.
When placing your order ensure you have double checked all spelling, dates and sizing. Silvery will not be held liable for errors made on orders due to incorrect information being provided by customers.
If you have made an error related to your order’s personalisation or sizing and only realise it once your order has gone into manufacturing (status “With Jeweller”), please contact us immediately via email or telephonically. If your order is already partly manufactured changes could incur a charge due to us having to remake your jewellery to accommodate the updates.
Changes to your order can result in the manufacturing process being delayed. Our usual 2 – 3 working day turnaround time does not apply to orders that have to be altered or updated.
When changes are sent to us such as sizes or engraving updates the information is manually changed on the physical order sheet, you will therefore not see the change online.
If you have entered the incorrect delivery address we are able to update it on our system. Address updates have to be emailed to us and need to include all the relevant information such as your order number, full address, the correct area and postcode. Once your order has been dispatched we are unable to change the delivery address. Address changes can result in an increased delivery fee which we will quote you for.
If you have placed an order and left off or forgotten to request a personalised note, you can add one after order placement by emailing us. However, please be aware that it will incur a $5 administrative charge.
Silvery will not be held liable for orders delivered to the incorrect address due to errors in details such as the area or province.