Frequently Asked Questions

Questions about products

I can’t find an item online.

Unfortunately, some items will be out of stock or be removed from the website altogether if discontinued. However, if you call our order line on 0345 307 3297, one of our operators will be able to confirm the status of the product. Please be advised that our Customer Care team cannot tell you the exact date an item will be back in stock, but are happy to offer you an estimated delivery time and will place the item on a back order for you.

I need more information about a product.

We include as much information as possible about a product on the website page itself. Usually more detailed information can be offered if you email us or call us on the order line. Please remember to provide the name and code of the product you need more information on and one of our operators will aim to answer your query as quickly as possible.

Questions about your order

Can I change my order?

Once your order has been confirmed, it is only possible to change it prior to despatch.

Can I cancel my order?

Once your order has been confirmed, it is only possible to cancel it prior to despatch.

My order is a gift for someone. Can I add a message to it?

Yes we do provide a gift tag service to customers purchasing jewellery as gifts. If ordering online write ‘gift tag’ in the keyword search and you will be able to add the item to your basket. You will also be prompted to write your message. This service carries a 99p charge.

We can send your items to your desired recipient. No despatch note will be enclosed within the parcel. Please remember to check the destination address and provide as much detail as possible.

Can I have my order gift-wrapped?

Each item you order from Silver by Mail is sent to you enclosed in a complimentary, exclusive gift box at no extra charge, meaning a hassle free way of sending the perfect gift.

Where is my order?

Standard Delivery Orders

We aim to deliver Standard Delivery orders within 2-3 working days, but there may be a slightly longer delivery period during busy periods such as Christmas and Sale periods.

Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Next Working Day service.

Once your order is displayed as ‘Shipped’ please remember to allow 3 working days for your order to arrive. Again, at busier periods of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is ‘Shipped’ before contacting us.

For destinations outside the UK you will have to allow a certain amount of additional days for delivery. Please check our Delivery Charges page for information.

Remember that if you have a query relating to any information held on the courier's website you must contact them directly.

If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from your local sorting office. If you have followed the instructions above and still have not received your order, please  contact our customer care team with your query and order number.

Next Working Day Orders

Unfortunately we cannot offer Next Day Delivery to postcodes beginning with GY, HS2, IM, JE, KW16-KW17, PA61-PA75, PA78, PH30, PH41-PH44 and ZE2-ZE3.

You can track your Next Working Day Delivery order directly from the Royal Mail website using the consignment number contained in your order confirmation email. Remember that if you have a query relating to any information held on the courier's website you must contact them directly.

If you are expecting delivery of your order today i.e. your order was placed by 2.00pm on the previous Working Day (Monday–Thursday, except bank holidays), please allow for delivery to take place by 1.00pm. Royal Mail delivers the package and requires a signature.

If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from your local sorting office.

If you have followed the instructions above and still have not received your order, please contact our customer care team with your query and order number.

I’m not going to be in when you deliver my parcel. What will happen?

The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain the parcel. Alternatively, you may wish to provide an alternative delivery address at the time of order, for instance a work address. However, please try to be as detailed as possible with the address to ensure safe delivery of your parcel.

Questions about returns

How do I return an item?

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 28 working days of receipt. We will issue a full refund on receipt or if you prefer, will exchange the item for you.

All returns can be sent to: Freepost RTLH-ZKYB-RYSA, Silver, Nottingham, NG4 1BR

The item I ordered is faulty

If an item you have received appears to be faulty, please contact our customer care team, quoting your order number, name, address and a contact telephone number. Please also provide details of the problem and we will aim to deal with your request as soon as possible.

I received the wrong item

If the item you received is not what you originally ordered, please contact our customer care team quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

How long will it take to refund me?

All refunds are credited to the same card with which you made your original purchase.

Before contacting us please take note of the timescales required to process a refund:

Please allow 1 working day from RECEIPT of a return for us to process a refund.

Once your refund has been initiated please allow 3 working days for it to reach your account.

This time frame is dictated by your card issuer and is outside of our control but we will process your refund immediately upon receipt of your return.

When will I receive my replacement?

Before contacting us please take note of the timescales required to process an exchange:

Please allow 1 working day from RECEIPT of a return for us to process an exchange.

Once the exchange has been processed please allow up to 3 working days for your item(s) to be delivered to you.

Please note that exchange and refund requests can take up to 5 working days from the date of posting to get to us at our warehouse.

Part of my order is missing

If you have received your order and an item is missing, please contact our customer care team quoting your order number and the missing item and any information relating to the parcel your delivery came in and they will investigate the matter further.

Do I have to pay for return postage?

Orders delivered in the UK do not need to pay for return postage, however orders delivered outside of the UK will need to pay for returns. All requests and parcels can be sent to:  Freepost RTLH-ZKYB-RYSA, Silver, Nottingham, NG4 1BR. We recommend that you obtain a free postage receipt from the post office when returning your items for insurance purposes.

Why have you not refunded the delivery charge?

Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable.

You have refunded me the wrong amount

It is very rare for refunds to be incorrect. However, if you feel that you have been refunded the wrong amount, please contact us on 0345 307 3297 and we will be happy to assist you.

I have sent an item back for an exchange and have been charged again

Due to our refunds and exchange system it is important to note that you will receive another dispatch note with an exchange order. This is for packing purposes and does not mean you have been charged.

Unless you have been contacted by customer services to request further payment, you will not have been charged.

Can you confirm you have received my return?

If you specifically request us to contact you when we receive your parcel (on your returns form or in a note) we will be happy to do so.

Please note that we usually process a refund or exchange within 1 working day of receipt of your return, so please allow enough time for it to reach us at our warehouse.

If you have returned your items to us more than 7 working days ago, please contact us and we will be happy to assist you.

More general questions.

Can I contact you by phone?

Yes. Our customer order and enquiry line is: 0345 307 3297. Lines are open from 9am until 5pm Monday to Friday and from 10am until 4pm on Saturday and Sunday. Should you need to contact us, one of our operators will be happy to assist you with any queries you may have.

Do you do wholesale?

For wholesale enquiries please contact us at: contactus@silver.uk.com or alternatively call the customer order line where one of our operators will be happy to answer your questions.

Do you have a shop?

Unfortunately we do not have a shop. In order to keep our prices as competitive as possible and in order to offer the most comprehensive jewellery range to all our customers, the business is Internet and Mail Order only. With a ‘no quibble’ refund policy, customers are able to view the products and return them to us should they not be suitable totally free of charge.

Do you have a catalogue?

Silver by Mail produces four catalogues per year, with interim special offers throughout the year. We also update the website regularly with new stock and sale items, of which most of our range is available all year round.

Technical problems while using our website.

Before contacting Silver, we recommend that you update your PC using the Windows Update tool.

If problems persist, please contact us and we will be happy to assist you.

My email address/password is not recognised.

Maybe you registered with another email address? Did you spell your address correctly? This is often the case when the email address you type in is not recognised. It may be that you’ve changed your email address or you used your work email address when you first ordered. In each case, if you contact us we will be able to assist you.

You may have forgotten your password, in which case you can request us to send you a reminder. Just fill in the ‘Forgotten Your Password’ on the login page.