Frequently Asked Questions
Straight answers about silver, orders, delivery, returns, care and shopping with Silverelle.
These answers cover the questions customers most often need before and after ordering. For a product-specific question, use the contact form or email info@silverelle.com.
What does 925 sterling silver mean?
925 sterling silver is an alloy containing 92.5% silver, with the remaining percentage made from other metals that improve strength and practicality for jewelry. Read our Silver Guide for more detail.
Are all Silverelle products exactly the same material and finish?
No assumption should be made across the entire catalog. The product page is the source for that specific item. Check the listed material, plating or finish, stones, dimensions and other specifications before ordering.
How is shipping calculated?
Shipping is destination-based and uses the configured billable shipment desi for the selected country. Rates can differ by country. The final shipping method and charge are shown during checkout before you place the order.
How long will delivery take?
Delivery estimates depend on the destination and shipping method. The current estimate is displayed at checkout when a configured method is available. Carrier, customs, weather and local-holiday delays can affect actual delivery times.
Will I receive tracking information?
Where the selected carrier/service provides tracking, tracking information is supplied after dispatch. If you need help locating an existing shipment, contact order@silverelle.com with your order number.
Can customs duties or import taxes apply?
International orders may be subject to import duties, taxes, customs processing or local carrier charges imposed by the destination country. Unless checkout expressly states otherwise, these destination charges are not included in the product price or Silverelle shipping charge.
Can I return an item?
Eligible consumer purchases may be returned within the applicable return/withdrawal window and subject to the conditions in our Returns & Refunds Policy. Mandatory consumer rights that apply to your purchase are not reduced by our store policy.
How do I start a return or refund request?
Email order@silverelle.com or use the contact form. Include your order number and a short description of the request. For a damaged, incorrect or defective item, include clear photographs where useful so the issue can be assessed quickly.
What if my item arrives damaged or incorrect?
Contact order support as soon as reasonably possible with your order number and details of the issue. Do not discard the packaging until the case has been reviewed if the package condition may be relevant.
Can sterling silver tarnish?
Yes. Tarnish is a natural surface reaction that can happen when sterling silver is exposed to sulfur compounds, moisture, cosmetics and other environmental factors. It is not the same as rust. See our tarnish guide.
How should I clean sterling silver jewelry?
For routine care, start with a clean, dry, soft cloth. A jewelry-specific silver polishing cloth can help with light tarnish on suitable pieces. Stone-set or plated jewelry may need different treatment, so check product-specific information before using liquids or chemical cleaners. See our cleaning guide.
Can I shower or swim while wearing sterling silver?
Removing jewelry before showering, swimming or using strong personal-care products generally makes long-term care easier. Chlorine, salt, soap, cosmetics and some finishes or stones can react differently, so product-specific care information should take priority.
When is an item reserved for me?
Adding a product to the bag does not by itself reserve stock. Availability is confirmed as part of order processing. If an item becomes unavailable after an order is submitted, customer care will follow the applicable order and refund process.
Can I change or cancel an order?
Contact order@silverelle.com as quickly as possible. We can review the request, but a change or cancellation cannot be guaranteed once processing, packing or dispatch has begun.
How is payment information handled?
Available payment methods are shown at checkout. Where card payment is offered, payment credentials are intended to be processed through the relevant payment provider rather than stored as full card details by Silverelle. Read Payment & Security for the current policy.
Which email address should I use?
Use info@silverelle.com for general, product and partnership enquiries. Use order@silverelle.com for existing orders, shipping, returns and refunds.
Ask us directly
Use our Contact Silverelle page. Messages are recorded in the customer-care system before email delivery is attempted, so a temporary mail-delivery problem does not silently discard the enquiry.