FAQ - Frequently Asked Questions

What should I do If I need to get in contact with Silverly?

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 hello@925silverly.com.

If you have an urgent request, you can also try our business line during office hours (9am-5:30pm GMT) on +44 203 904 0251

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

Different styles may require different sizes. If the ring doesn't fit, we'd be happy to exchange it for a ring in a different size provided we have that size in stock and you contact us within 30 days. If your desired size isn't available, we will refund your purchase once the item is returned.

There is a ring size chart located on each ring's product page. Use a tape measure to get the circumference of the intended finger and then compare it to the chart to find the correct size.

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

You can return any purchased item within 30 days of receipt for a refund or exchange (exchanges available for UK customers only), as long as it’s in resalable condition.

For more information on our return policy and how to carry out a return, please visit our Returns & Cancellations page.

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 estimated delivery times, select the 'Shipping Information' tab available on any product page.

For additional information, please visit our Shipping & Delivery page.

What are the shipping costs?

UK delivery is £3.50 for orders under £40, and free for orders of £40 or more!

Items delivered to other locations are dependent on the service used. You can see a list of the shipping costs by visiting our Shipping & Delivery page.

Additionally, you can enter your address in the shipping calculator available in the shopping cart. We utilize Royal Mail, DHL, and FedEx to dispatch orders to various locations. For further details on our dispatch process and shipping, please check our Shipping & Delivery page.

My order hasn't arrived. What should I do?

Our courier partners' delivery times vary according to the location you're ordering to. For a list of the expected wait times for each region you can select the 'Shipping Information' tab available on any product page.

If your package hasn't arrived in the time frame allocated to your region, please get in contact with us via email at hello@925silverly.com and we will begin the process of investigating the delay.

For more information on our delivery process take a look at our Shipping & Delivery page.

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 hello@925silverly.com 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 courier directly.

What payment methods do you accept?

We support a range of different payment methods. You may pay using Mastercard, Visa, American Express, Amazon Pay, Apple Pay, Clearpay, Klarna, or PayPal. We do not accept cash or check.

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 hello@925silverly.com.

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

How do I clean and care for my sterling silver jewellery?

Sterling silver tarnishes when exposed to air and becomes dull if it comes into regular contact with chemicals. To keep your sterling silver jewellery looking stunning, we suggest you adopt the following tips for looking after your jewellery:

1. Store silver jewellery in an air tight container or box and in a dark place away from air and water exposure.

2. Don’t wear silver jewellery whilst having a bath/taking a shower, applying make up, cream, perfume or hairspray. Get into the habit of putting your jewellery on last.

3. Avoid swimming while wearing silver jewellery, as chlorine in pools and saltwater from the sea can damage and tarnish it.

4. To remove tarnish, we recommend wiping the silver with the polishing cloth provided with your order or with any other silver cleaning products that you might have. This will bring back the silver's original shine.