FAQ - FREQUENTLY ASKED QUESTIONS

PAYMENTS

Visa, MasterCard, AMEX
We take Visa, MasterCard, AMEX & a range of debit cards (most UK debit cards also) You just select your preference when checking out on the site. Your bank will convert into USD on the spot, if using a non-UK card. Everything is billed in GBP and converted automatically from other currencies. A good place to check exchange rates is at www.xe.com

PayPal
At the time PayPal is only taken upon request ( not available in checkout ) I have to send manual PayPal invoices if you prefer this option just let me know via email - then I can shoot an invoice over. Please confirm the design, length/size & your PayPal email address if you would like the invoice sending. Also please let me have your phone number to give to the courier.

BankWire (Bank Transfer) & paying cash.
We are happy to take a bank wire/transfer to our HSBC account in the UK. If you are in the UK you can even pay cash in over the counter at HSBC branches. Please email for full details if you would like to proceed with one of the above.

Checks / Money Orders
Sorry we do not take money order or checks

My Payment won’t go through.
This can occasionally happen to overseas customers usually it because it was declined by the customer's bank. A typical reason would be overseas high-value transaction etc - this occasionally happens with a few overseas banks but is very easy to sort. I have never had a customer so far had this message without the issue being from an over-cautious bank.

The fastest way to fix this is to make a quick call to your bank - usually, all you need to ask them to allow a SilverWow Transaction to go through. You will need to go through checkout again treating it as a fresh order.

Another common reason could 3D secure second level security from the bank was not entered. 3D Secure is led by the credit card schemes and is designed to make online shopping transactions safer by authenticating a cardholder's identity at the time of purchase. This is done with Verified by Visa and MasterCard SecureCode - Amex has a similar one called American Express SafeKey. For high-value items, we have to go via 3d secure. Guess you have it in place already - if not you should for your own protection.

Please let us know if you need help on the above.
 

- PRODUCT INFORMATION

Are your products 925 Sterling Silver?
Yes, we only do Solid 925 Sterling Silver. In most cases our designs are higher than the industry standard of 925 Silver

Are you sizes true as worn length or from end to end?
All lengths are quoted as a true, as worn length, closed & fastened. More size information can be found here

Can I order a one-off piece?
Many of our designs can be ordered in any length & sometimes widths too. Unfortunately, we can't make one-off completely new designs on a one-off order - we can do for wholesale customers usually with a minimum order quantity of 30 pieces per style … but this varies depending on weight.

Do you do engraving?
Many items are fine to engrave although it is not something we do - best to take it into some local to do this then you can get it exactly how you want it. Best you see it done in front of you.

How do I Clean my Silver?
Any Sterling Silver needs to be cleaned occasionally. Things that can make silver needing to be cleaned more frequently are skin type, weather, sweat or washing detergents etc. Silver naturally discolours over time but will always polish up nicely.

We do supply a specialist silver cleaning cloth to keep the Silver tip-top shine. We have found this to be the most convenient but there are many other good products on the market also. Check out our silver cleaning guide

- SHIPPING

Do you ship Internationally? Yes we do & anywhere is the world and the shipping cost is a flat standard rate wherever it is sent to. For full more details on this please go here

Order Status
Tracking numbers are not usually available until at least 10 days after order has been actually sent. Please also bear in mind that most items are made to order and that typically take around 5-6 weeks - so if this is the case could be 5+ weeks before tracking information is shown. 

How long will it be before I will receive my order?
Best to allow 5 - 7 weeks as most items are made to order. Nothing mass produced here! Some popular items may be able to be shipped sooner If it is for a birthday gift etc best to check with us first… occasionally you may be lucky.

Most designs are individually hand-made, to order - 1 by 1 ... nothing mass-produced here :-)

On popular sizes and designs there is a good chance or order could arrive faster than quoted, however, best to think of that as a bonus, if this is the case.

Returns & Guarantee
For full details on this please go here

- OTHER

Do you do a guarantee?
Yes, we do! We are happy to exchange or refund you if are not 100% satisfied with a stock item. PLEASE NOTE this refund/exchange policy does NOT apply to "CUSTOM MADE SPECIAL ORDERS" so please carefully check you have the correct size on those. But saying that we help you the best we can. The actual postage cost will NOT be refunded. Actual Postage is the amount we get billed by the shipping company, usually considerably more than the postage we charge at the point of sale. There is a small £10 handling fee will also be deducted. The Buyer is responsible for all shipping and handling (both ways) which includes original shipping charges and return shipping charges. Postal charges are non-recoverable.

 

Do you do discount coupons?
We only give coupons out on official promotions (usually when we do product launches ) Usually once a year & they normally last only 5 -7 days. So if you are already on the VIP list you will need to watch your email as easier missed. They are only sent via email never advertised elsewhere. We don’t do sales as such at all.

Do you wholesale?
We can supply to reputable sellers application with established businesses. Mostly we do custom made designs the customer supplies and the minimum order size is 30 pieces minimum.

How do I become a SilverWow VIP?
You can add yourself here

Do you have a physical shop?
No, we are 100% online store. This keeps the costs low & gives us more flexibility to be more creative!

Any Questions please feel free to contact us email us