Returns & Refunds

We want you to be confident in your Silverelle purchase. This policy explains change-of-mind returns, withdrawal and what happens if an item arrives damaged, defective or incorrect.

14-day return / withdrawal window

For eligible online purchases, Silverelle provides a 14-day period from delivery to notify us that you wish to return or withdraw from the purchase. Where mandatory law provides a longer or stronger right, that right applies instead.

How to request a return

1. Email order@silverelle.com or use the contact form.
2. Include your order number, the item you want to return and the reason if you wish to provide one.
3. Wait for return instructions before shipping the item so it can be identified correctly.

Condition of returned items

Items should be returned with the product, included accessories and packaging where reasonably possible. You may inspect an item as necessary to determine its nature and characteristics. Where the law permits, a refund may be reduced for loss in value caused by handling beyond what is necessary for that inspection.

Personalised and made-to-order items

Products made to the customer’s specification or clearly personalised may be excluded from change-of-mind withdrawal where applicable law allows. This does not remove rights for goods that are defective, damaged or not as described.

Return shipping costs

For a normal change-of-mind return, the customer is responsible for direct return shipping costs unless Silverelle agrees to cover them or applicable law requires otherwise. If we confirm that an item was supplied defective, damaged or incorrect, return costs are handled in accordance with the customer’s statutory rights.

Refund timing

Once a return is received and checked, an approved refund is initiated using the original payment method where reasonably possible. Where the law allows, Silverelle may withhold reimbursement until the returned goods are received or the customer supplies evidence of return. Banks and payment providers may require additional processing time.

Original delivery charges

Where a statutory withdrawal right requires reimbursement of standard outbound delivery costs, those costs will be handled accordingly. Premium delivery upgrades above the least-expensive standard method may not be refundable where applicable law permits.

Faulty or incorrect goods

Contact us as soon as possible with the order number, a description of the issue and clear photographs where useful. Statutory rights relating to conformity, repair, replacement, price reduction or refund are not limited by this change-of-mind policy.

Natural silver characteristics

925 sterling silver can naturally oxidise/tarnish over time. Tarnish caused by ordinary exposure is generally a care characteristic rather than a manufacturing fault. If you believe a piece has a manufacturing defect, contact us and we will review it on its merits.