FAQ - FREQUENTLY ASKED QUESTIONS
CONTACT
How do I contact SilverWow™? Visit our Contact Us page and we'll get back to you as soon as possible.
PAYMENTS
Which payment methods do you accept? We accept Visa, Mastercard, American Express, and most major debit cards, including UK debit cards. Simply select your preferred method at checkout.
Can I pay by bank transfer? Yes. Please contact us for full bank details before proceeding.
Do you accept cheques or money orders? No — we do not accept cheques or money orders.
My payment isn't going through. What should I do? This is usually caused by your bank declining an overseas high-value transaction — not an issue with our system. The quickest fix is to call your bank and ask them to approve a SilverWow™ transaction, then retry checkout as a fresh order.
Some banks also require 3D Secure authentication (Verified by Visa, Mastercard SecureCode, or Amex SafeKey) for high-value purchases. If prompted, please complete that step before retrying. If you need any help, contact us.
Will I have to pay customs duties or import taxes? Import duties, taxes, and customs fees are determined by your country's government and apply to all international shipments — not just SilverWow™. Any such charges are the responsibility of the customer. If you are contacted by your customs office, please act promptly. Unresolved shipments can be delayed, returned, or disposed of. These rules are entirely outside our control.
PRODUCT INFORMATION
Are your products 925 Sterling Silver? Yes — every piece is solid 925 Sterling Silver. In most cases our silver purity meets or exceeds the industry standard.
Are your lengths measured as worn, or end to end? All lengths are quoted as true worn length — closed and fastened. For more detail, see our Size Guide.
Can I order a custom or one-off piece? Many designs can be customised in length and, in some cases, width. We don't always take entirely new one-off commissions for single orders, but every request is considered on its own merits. Get in touch and we'll let you know what's possible.
Do you offer engraving? We don't offer engraving ourselves. We'd recommend taking your piece to a local engraver — that way you can see the work done in front of you and get exactly what you want.
How do I clean my silver? Sterling silver naturally discolours over time but always polishes up beautifully. Factors such as skin type, sweat, weather, and detergents can affect how often cleaning is needed. We supply a specialist silver cleaning cloth with every order. For more detail, see our Silver Cleaning Guide.
SHIPPING
Do you ship internationally? Yes — we ship worldwide at a flat rate, wherever the order is going. Full details are on our Shipping & Delivery page.
How long will my order take? Please allow 5–7 weeks from the date of placing your order. Every piece is individually handmade to order — nothing here is mass-produced. This ensures quality, uniqueness, and attention to detail.
Once dispatched, please allow approximately 21 days for delivery via standard registered post, or around 7 days if shipped via DHL. These delivery timeframes begin from the date you receive your shipping confirmation email.
There is a good chance your order may be completed ahead of schedule — if so, consider it a bonus. We'll keep you updated on progress throughout.
If your order is for a gift with a specific deadline, we may be able to fast-track production on a case-by-case basis. Please contact us to discuss.
When will I receive my tracking number? Tracking numbers are typically sent by separate email within 3–5 days of dispatch. As most items are made to order, there will be a production period before dispatch, so tracking will not appear immediately after ordering.
What postal services do you use? We typically use DHL or the destination country's national postal service. Once your package arrives in your country, it is handed to the local carrier:
- USA: USPS
- Canada: Canada Post
- UK: Royal Mail
We will keep you updated with shipping and tracking details by email. If you don't see these emails in your inbox, please check your spam folder.
What if I miss my delivery? A signature is required on delivery. If no one is home, the package will be held at your local sorting office or post office. Please collect it as soon as possible — uncollected packages are returned to sender after a set number of days, and the return process is both lengthy and costly.
What if my order is held by customs? On occasion, packages may be held for customs review. Some countries also charge import duties or taxes before releasing an order. These rules are set by the destination country's government and are entirely outside our control. Any fees are the responsibility of the customer. If notified by customs, please act promptly — unresolved shipments can be disposed of if fees are not paid within the required timeframe.
RETURNS & REFUNDS
What is your returns and refund policy? Full details are on our Refund Policy page.
OTHER
Do you offer discount codes or coupons? Discount codes are issued only during official promotions, typically once a year around a product launch, and are valid for 5–7 days only. They are sent exclusively by email to our VIP list — never advertised publicly. If you're already on the list, keep an eye on your inbox.
Do you offer wholesale? Yes, to established businesses by application. We primarily produce custom designs supplied by the buyer, with a minimum order of 30 pieces. Contact us to discuss further.
How do I join the SilverWow™ VIP list? Sign up here.
Do you have a physical shop? No — SilverWow™ is 100% online. This keeps costs down and gives us the freedom to focus entirely on design and craftsmanship.
Any other questions? Contact us — we're always happy to help.