Returns and Repairs
Your satisfaction is of utmost importance to us at Silvery. To ensure you’re entirely content with your order, we provide a seven-day window from the date of delivery for any concerns or dissatisfaction.
We highly recommend that upon receiving your jewellery items, you take a moment to inspect them before disposing of any packaging. This proactive step allows you to identify any breakages or defects promptly. Should you encounter any issues, please reach out to us at [email protected].
Before initiating communication, we kindly request that you review the information provided below. It may contain relevant details that could address your concerns. Your feedback matters significantly to us, and we’re here to ensure your experience with Silvery is nothing short of excellent.
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 sent to [email protected]. View our Warranty Page for more information on our processes.
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.
You will be required to state a clear reason for your request to return the item accompanied by a picture of your jewellery. Please communicate relevant information via email to [email protected] and we will guide you accordingly.
Please don’t return items to us with no explanation or prior communication. Silvery reserves the right to refuse items that are returned without prior notice / discussion or in a condition that is deemed as unacceptable.
Items have to be in their original condition, as when they were handed over to the respected courier / shipping service. However, the Silvery packaging does not need to be intact.
Items that are not personalised or mentioned as not eligible for return (please see below) must be new, unworn and undamaged to be considered for exchange.
The process to have your Silvery Jewellery piece repaired typically involves the following steps:
- Assessment: We would have to examine the jewellery piece to identify the nature and extent of the damage via images sent to us to determine if any components need replacement or if repairs are necessary.
- Quotation: We will provide you with a detailed quote outlining the repair work needed and associated costs.
- Customer Approval: Only once approval is obtained from the customer can we proceed with the repairs, including confirmation of the quoted cost.
- Delivery & transportation: You will need to arrange your own courier for the return and collection of your jewellery piece.
- Repair Work: Silvery will perform the necessary repairs, which may include soldering, stone replacement, or fixing damaged components. We will also clean and polish the repaired jewellery to restore its original luster and appearance.
- Quality Check: We conduct a thorough inspection to ensure all repairs are completed to a high standard.
- Customer Notification: We will inform you that your jewellery piece is ready.
- Delivery: Once you are notified that your repair is complete, you may arrange a courier to have the package picked up and delivered.
This concise process ensures efficient and transparent communication between Silvery and the customer, resulting in the successful repair of our jewellery pieces.
When returning items please package your jewellery in a well-padded envelope or small box and send it via a reputable courier service (shipping insurance is not required but it is recommended). We suggest using our courier partner, we are able to quote you and arrange for collection.
Silvery is not responsible for loss or damage during the return shipping process. The expense of returns will be covered by the customer. The jewellery piece must be couriered to our address which is provided below.
To assist you in arranging a courier for the return and delivery of your jewellery piece. We encourage utilising the services of The Courier Guy due to their affordable rates for outlying areas and their convenient online collection booking services. Please follow the link below to proceed with arranging your return with The Courier Guy:
Business Name: Silvery Jewellery
Street Address: 26 Crassula Road, Unit 8 Micro Park
Suburb: Ottawa South, Blackburn
Postal Code: 4339
Contact number : 031 569 4119
Reference: Your Order Number (SLV123456)
Once you have booked your item with your preferred courier company, kindly send us the following details:
- Courier Company Name
- A Copy of the full Waybill
- The expected arrival date
When sending your item back please Please ensure that the name on the parcel is the same as the person who is in contact with our returns department to avoid your parcel being misplaced and creating any confusion.
Earrings (even if not personalised) are not eligible for return or exchange due to hygiene reasons.
All Personalised Items: Please be aware that you cannot return personalised items that have been custom made to your specific requirements unless they are damaged during the delivery process (visual proof will be required) or Silvery has made an error in the manufacturing process. Should that be the case we will review your query and investigate the matter further using our Quality Control information. Should Silvery have incorrectly personalised your item we will remake the item to the correct specifications at no cost to you. This will not be grounds for a refund.
Please note that any items ordered in the incorrect size / length or with spelling errors in the personalisation will incur a resizing / remake fee in conjunction with the relevant courier charges for the return and re-delivery of the item.
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. 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. 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 order’s personalisation or sizing and only realise it once your order has been delivered, feel free to get in touch with us as soon as you receive it. We can 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 the courier fees associated with the return and re-delivery.
If you have received an item that is completely different to what you ordered it is necessary to contact us within 24 hours of receipt via [email protected]. We will guide you further and investigate what went wrong, whilst rectifying the matter. If the error is not reported to us we are unable to assist you or replace the order in the future.
We offer a resizing service and the fee is calculated per product. Silvery doesn’t recommend getting your jewellery resized at an alternative jeweller. Should you wish to go ahead and make use of another service, we will not be held liable for the outcome. Please contact us and we can guide and assist you through the resizing process.
- Silvery’s repairs services is available between January and October yearly. There is no specific timeframe limitation on when your item must be sent back. Please feel free to contact our Team at any time. Our main goal is to ensure that you are able to confidently adorn your precious jewellery item.
- Please be aware that the time elapsed between your purchase date and your return date may impact the process, considering potential upgrades in quality or discontinued items. We will thoroughly assess your enquiry and provide you with the most suitable course of action. Rest assured, we are committed to offering exceptional assistance throughout the entire process.
- Due to the high volume of orders purchased during the festive season, returns are not processed within this period but rather at the start of the new year.