We are often asked questions by our customers.
Instead of waiting for a reply, (although we do respond VERY quickly) perhaps the answer you’re looking for is below:
ABOUT OUR PRODUCTS
All our standard charms are made of certified and hallmarked 100% 925 sterling silver. We also make use of 14K Gold plated, Rose Gold plated, 18K solid gold plate. All stones are Swarovski Crystals, Diamonds and Cubic Zirconia. If you need further assistance, please contact us at firstname.lastname@example.org
Our charms are stamped with S925 if possible. Some charms are to fine and its not possible to stamp it with S925, however we can supply a Certificate of Gems and Jewellery Identification from the supplier if required.
All of our charms fit all major brands’ bracelets, however, some of our stoppers and safety chains will not as these items contain a silicone rubber insert that is not compatible with other bracelets’ screw mechanism. Our charms have a mounting hole of about 4mm to 4.5 mm in diameter and will fit any bracelet thinner than that.
Our charms and beads fit Trollbeads, however Trollbeads charms will not fit on our bracelets.
Our charms do not have a screw mechanism apart from the Murano Glass range. However, we offer stoppers, locks and clips to fix charms’ position on bracelets. These also stop charms from sliding.
Our charms fit all major brands bracelets, with the exception of our stoppers and safety chains as these items contain a rubber lining which is not compatible with other brands bracelets’ screw mechanism.
To make silver durable enough for use in jewelry, pure silver, which has a .999 (99.9%) purity is too soft to use for fine jewellery. In order to make the items more durable, silver is often alloyed with small quantities of copper (7.5%). The copper is added to strengthen the silver, and the resulting product is referred to as .925 sterling silver (92.5%).
The amount of copper is too small to result in discoloration, however the silver itself can discolour or tarnish if not cared for properly. See our article on how to care for your sterling silver jewellery.
South African orders:
To be able to have a large variety of items at the lowest possible price we cannot keep everything in stock. However, we try to keep as much stock as possible on hand. If an item is out of stock it will show this on the website. Please contact us if you would like to ensure that this is restocked as soon as possible.
Unfortunately this will take approximately 2 weeks as our products are imported but we do our best to deliver every order as quickly as possible.
All items are imported, checked, packed and sent out with Internet Express Couriers or The Courier Guy. They both provide traceable and reliable overnight door-to-door delivery with email and SMS notifications. Weekends and public holidays are excluded.
Stock items will be delivered in 2 to 5 business days (including processing).
You will be notified Via email when your order can be expected and your tracking number so that you can follow the progress.
Orders received via the website are passed on to the manufacturers who will process the order within 2 – 5 days.
You will be notified of your order tracking number and tracking link as soon as the item is shipped.
Shipping can take 10 – 21 business days depending on your location. Shipping times are given per country on checkout and we offer various carriers. Most countries qualify for free shipping however this can take up to 45 days.
South African Orders:
We charge a flat rate of R80 per order but any orders over R900 qualify for FREE SHIPPING. We’ve negotiated the best prices from our suppliers and logistics partners and are able to pass these savings on to our customers. There are no hidden surprises when you come to checkout so you can shop at ease knowing the price you see is the price you’ll be paying.
Depending on the country that you are ordering from, we are also able to offer free International shipping. Shipping options and details are given on the checkout page. We have specific agreements with our manufacturers that they will ship GLOBALLY on our behalf and therefore these savings are passed on to you as well. Please be aware that in order to take advantage of FREE shipping, this may not be as fast as normal but we can assure you that it will be worth waiting for!
We’re very happy to process international orders and have set up convenient payment options for our international customers.
All goods will be shipped directly from our manufacturers thereby saving not only on shipping costs but also time. Our agreement with our suppliers is that they will ship globally on our behalf.
Orders received via the website are passed on to the manufacturers who will process the order within 2 – 5 days.
You will be notified of your order tracking number and tracking link as soon as the item is shipped if your country qualifies for the free option. All other shipping options are tracked.
Shipping can take 10 – 21 business days depending on your location.
For South African orders, we take care of all of the import duties and taxes. You are effectively ordering locally. All taxes and other transaction fees have already been included in the price.
The amount you see on the item is the amount you will pay.
For international orders, depending on where you live, there may be some duties or fees due on the items but you will be notified of these by your local shipping agent.
Once your order is packed and ready to be shipped, you will receive an e-mail with a tracking number and link. You can use this to track your order.
Please note that it can sometimes take up to 24 hours for the tracking number to be activated.
Please allow 24 hours for your tracking number to update on the couriers system after receiving your link.
If your tracking number doesn’t update after 36 hours you can contact the shipping company or send us an email at email@example.com and we’ll follow up on your behalf.
EXCHANGES & RETURNS
The following conditions apply to all items from The Silver Charms Store:
- We will give a full refund or exchange if any of the items are damaged on receipt or if you are not 100% satisfied with the quality. Please log a return within 48 hours after you received your items via email – firstname.lastname@example.org. We will cover the return and replacement shipping cost.
- If you selected the wrong item or size the return and replacement shipping cost will be for your account. You can combine your replacement with a new order and we will only bill you for the return shipping cost. Please notify us that you intend to return an item within 7 days after you received your order.
- We will give a full refund, exchange or gift voucher if any of the items have any quality issues within the first 7 days. We will cover the return and replacement shipping cost.
- We will replace your item for the same item or gift voucher if the item is discontinued for any quality issues within the first 30 days. Please log a return within 30 days after you received your items. We will cover the return and replacement shipping cost.
- Any quality issues after 30 days will be handled on a case by case basis. If we do accept your request you will be responsible for the return and replacement shipping cost.
We will contact you as soon as possible to arrange for the return of the items to us. Please note that the items must be unused and in the original packaging, except for quality issues.
We reserve the right to amend the warranty at any time without prior notification.
All items shipped within South Africa are inspected prior to delivery. However, mishaps do occur and we apologise if this happens.
Please CONTACT US and attach clear photos of the items that your have an issue with.
- Please follow the instructions that are provided by our customer service team.
- Returns will be processed within 3 business days of receipt of your item(s).
- You will receive an email notification once your return is processed.
- Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.
Returns must be received within 14 days. If more than 14 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The cost incurred to have it returned to us will be for your account.
Unfortunately, for hygiene reasons, earrings are exempt from being returned unless they are defective as well as chains. Chains, by nature, are extremely delicate and need to be handled with great care by the wearer.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, is damaged, or missing any parts for reasons not due to our error.
- Any item that is returned as it is the incorrect size, unsuitable or an unwanted gift. We will charge a 30% restocking fee and the return shipping is your the customer’s account.
E-mail us as soon as possible within the allowed returns period, to arrange for the return / exchange process.
Refunds (if applicable)
Once your return is received and inspected, we shall send you an email to notify you that we have received your returned item and the amount of your refund.
Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-10 working days.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. The only time this will not apply is in the event of defective products.
Once your order has been submitted we will immediately begin processing your items for dispatch.
If you would like to cancel your purchase, your order is subject to a 30% restocking fee.
PAYMENT & SECURITY
Our store runs off Woocommerce and is hosted locally here in South Africa behind a secure firewall. We have FULL Secure Socket Layer protection on our site.
Your data is stored according to POPI and GDPR requirements and this information is deleted if you do not log in within 3 months of your last visit.
We only use your data for purposes of processing your order or, if you’ve signed up for our newsletter, for purposes of informing you of new items, specials and discounts.
We will NEVER share or divulge any contact information.
NO payment information is stored on our servers at all as all payments are administered by reputable and secure payment gateways. (South Africa – Payfast, International orders – Paypal and Stripe).
South African customers:
We have partnered with PAYFAST (one of South Africa’s leading payment processors) to provide a secure payment gateway for credit, debit and cheque card purchases as well as Instant EFT, Mobicred, Masterpass, Zapper and S-Code payments (pay using cash, debit or credit card at over 6,000 payment retail outlets across South Africa). We also offer direct EFT from your own banking app.
We also accept credit card payments through the STRIPE gateway.
We have selected PAYPAL and STRIPE as the most convenient payment processors for international orders.
You will automatically receive a PDF invoice for your purchase once your tracking number is sent to you.
Should your require an invoice prior to this, please contact us at email@example.com and we will be very happy to assist.
We have had instances or emails not sending immediately or being lost in spam or trash. Please allow up to 12 hours if you didn’t receive an order confirmation e-mail. However if you are concerned as to the status of your order, please feel free to contact us at firstname.lastname@example.org
Sometime the payment systems take a while to update. You do not have to worry in this time that your payment is lost, it will update. Please do not resend or re-attempt the payment.
Please allow for the maximum delivery time before notifying us that you have not received your order. This is espcially applicable to international orders.
You can check on your order’s progress via the tracking link provided. However, should your parcel’s progress not be updated and the shipping period has expired, please feel free to contact us at email@example.com and we will investigate this on your behalf.
All South African shipments are sent via overnight express and if you do not receive your order the following business day, please let us know.
Please note that we are experiencing delays in shipping due to the Covid-19 pandemic and it may be that it has simply been delayed due to these circumstances.