FAQ

Having some trouble? Take a look at our Frequently Asked Questions here:

Dispatch & Shipping

a
How long will my order take to reach me?
We are a company based in London, England and so shipping times will vary depending on a number of factors. For a run down of the estimates, select the 'Shipping Information' tab available on any product page. For additional information, please check our Delivery & Shipping page.
Categories: Dispatch & Shipping
a
What are the shipping costs?

All items that are delivered domestically via standard service (within the UK) are free of charge! Items delivered to other locations are dependent on the service used.

You can get see a list of shipping costs by selecting the shipping information tab on the product page. Additionally, you can enter your address in the shipping calculator available in the shopping cart to get the relevant options available.

We utilize Royal Mail, DHL, and FedEx to dispatch orders to various locations.

For further detail on our dispatch process and shipping details, please check our Shipping & Delivery page.

Categories: Dispatch & Shipping
a
My order hasn't arrived. What should I do?

Our courier partners' delivery times vary according to the location you've ordered from. For a list of the expected wait times for each region you can select the 'Shipping Information' tab available on each product page. For more information on our delivery process take a look at our Shipping & Delivery page.

If your package still hasn't arrived in the time frame allocated to your region, please get in contact with us via email at: contact-us@silverly.co.uk and we will begin the process of investigating the delay.

Categories: Dispatch & Shipping

General Questions

a
I've seen a ring I like, but I'm not sure of about the size I should get...

Size can be a tricky issue when it comes to jewellery, as different styles can require different sizes. To help out, we will certainly replace your item with another ring size, provided we have that size in stock within 30 days. If your desired size isn't in stock we will refund your purchase on return.

A tool that can help, is our handy ring size chart, available in the tab section on the ring product pages. If you're uncertain of your ring size, use a tape measure to get the circumference of the intended finger for wear (making sure to allow a bit of slack where needed for a comfortable fit) and then compare to the relevant column. 

Categories: General Questions
a
What should I do If I need to get in contact with Silverly?

Silverly head office is comprised of a small team ready to answer any queries you may have. If you have an order related issue, please get in touch by e-mail as this is the fastest way to collect your details and respond.

Our email address is: contact-us@silverly.co.uk

If you do have an urgent request you can also try our business line during office hours (9am-5pm) on 02083497295.

Categories: General Questions

Placing an Order

a
What payment methods do you accept?

We have support for a range of different payment methods on our store. You may pay using Mastercard, Visa, American Express, Apple Pay or PayPal. We do not accept cash or check. 

Categories: Placing an Order
a
I've placed an order, but I need to change the address. What can I do?
As long as your item hasn't been shipped yet, we will still be able to change the details on our system.

Please email the correct address and your order number to contact-us@silverly.co.uk and we will make the change for you. 

However, if the order has already been shipped (you will receive a confirmation email), it will no longer be possible to make changes. If that is the case you will need to contact the relevant carrier directly. 
Categories: Placing an Order

Refunds and Replacements

a
I have a problem with my item and I'd like a refund/ replacement.

If there is any issue with the item that you purchased on arrival, please get in contact with us and we will rectify the problem either through a refund or replacement of your choosing. If you are not satisfied with the item(s) you have ordered, we will issue a refund or exchange provided the item(s) are returned within 30 days of receipt and in a resalable condition.

For more information on our refund/replacement policy, please visit our Returns & Cancellations page.

Categories: Refunds and Replacements
a
I'd like to cancel/edit an order. How should I contact Silverly?

As long as the order has not been processed and dispatched, we will endeavour to get your changes through.

Please send through your request ASAP to contact-us@silverly.co.uk.

For detailed information on our cancellation and refund policies, please visit our Returns & Cancellations page.

Categories: Refunds and Replacements

Silver Care

a
How do I clean the jewellery?
All silver can tarnish over time. The metal can dull and/or develop a black appearance as a result of a chemical reaction with elements in the air or at times substances on the skin. Its appearance, however, can be returned to its original state easily. Use the polishing cloth that accompanied your product to return the product to it's original shine. In more developed cases, a purpose-specific silver solution (found on sites such as Amazon), will help.
Categories: Silver Care

Uncategorized