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Frequently Asked Questions

Frequently Asked Questions.

Is Your jewelleryHandmade?

We are proud to say that every piece of jewellerywe create is handcrafted with care and attention by our dedicated team of artisans in our studio in Northeast. If you want to learn more about the people behind our brand, please visit the Our Story page.

Why Should I Provide My Real Email and Phone Number When I Order? I Don’t Want Spam.

Your information stays privately with us and we wouldn’t ever want to spam you. It’s important to have a way for our customer service team to contact you about your order so nothing surprising happens! Inaccurate credit card information is a finger’s slip away and occasionally your selection is so stellar that it’s on backorder. We also want to make sure you get our email confirmation as a record of the order. Working with customers makes us happy; we just need a way to keep the lines of communication open.

What is sterling silver?

Sterling silver is a popular choice for jewellerymaking because it combines the beauty of pure silver with the durability of other metals. Sterling silver consists of 92.5% silver and 7.5% of another metal, usually copper, which adds strength and prevents tarnishing. Fine silver (99.9% pure) is too soft for most jewelleryapplications. Sterling silver jewellerycan be identified by a ‘925’ stamp, which indicates the percentage of silver in the alloy. Some older European charms may have a lower silver content, such as ‘800’, which means 80% silver.

Will my charm/jewellerybe stamped S925/sterling silver?

Yes, your charm/jewellerywill be stamped S925/sterling silver to indicate its purity and quality. This stamp is usually located on the back or the side of the charm.

Sterling silver charms are usually marked with a hallmark to indicate their purity, but some may not have this feature. This does not mean they are of lower quality, as hallmarks are not legally required for items below a certain weight. We assure you that all our charms are made of solid S925 sterling silver, unless otherwise specified (as in some vintage charms). We do not sell any plated or inferior metal charms.

If you are interested in gold charms, we can also offer you some options. Please contact us for more information on availability and prices.

Why are some charms/jewellersdarker than others?

The reason why some charms have a darker appearance than others is that they have undergone a process called ‘oxidation’ or ‘antiquing’, which is done by handmade by a small team of makersto create a contrast between the sterling silver and the recessed areas of the charm. This enhances the details and gives the charm/jewellerya more vintage look. Some charm/jewellerycollectors have a preference for either oxidised or non-oxidised charms, while others like to combine them on their bracelets. I personally appreciate both styles and enjoy the diversity of finishes on my charm bracelets.

When Will an Item Be Back in Stock?

Our main collection pieces are replenished every few weeks. You can also register for a notification when a product is back in stock on its page.

For limited edition collections, we have a fixed number of pieces. Once they are sold out, we regret that we cannot restock them.

Will your charms fit my Pandora bracelet?

Our charms are compatible with most types of bracelets, including Pandora and all topEuropean  brands. You can easily attach and detach them to your bracelet without any tools or hassle. Our charms are made of high-quality materials and come in a variety of designs and colors to suit your personal style. Whether you want to celebrate a special occasion, express your personality, or simply add some sparkle to your outfit, our charms are the perfect choice for you.

Can I place an order for a large number of the same charm?

In most cases, absolutely, and we are happy to offer a discount for bulk orders in some quantities. Please contact us to discuss this. Please note that more time is required for special orders so the earlier you place an order, the better chance there is for us to deliver in good time for your deadline. Please also note that bulk orders are custom made and, as such, are not returnable.

What are your payment terms?

We accept payments via visa debit, google pay, American Express, apple pay, shop pay, credit card, or PayPal. Please let us know if you have any questions or concerns about our payment terms.

What if an item is unavailable?

We strive to keep our website inventory updated and accurate, but sometimes we may face difficulties in fulfilling orders for multiple items. In such cases, we will ship your order as soon as we have all the items ready (usually within 1 week). If you need a large number of a specific item urgently, please EMAIL us before you place your order to confirm its availability.

What is the cost of postage?

Please visit our Delivery Information page for details.

Where are orders dispatched from?

All orders are sent out from our studio in Newcastle Upon Tyne, UK.

How do I order from your website?

Our online shopping facility is simple and secure. You can browse the charm categories and select the charm/s you want to buy. Then, click on the image to go to the item’s page and click on ‘Add to Cart’. When you are done shopping, click ‘Checkout’ and choose to checkout as a guest or create an account. Having an account will let you view your past or future orders. You can pay with Paypal, Visa or Mastercard for local and international orders. Gift orders will not have an invoice or price details.

Do you offer shipping to destinations outside the UK?

We are happy to serve customers from all over the world. However, please be aware that once your order leaves, we have no control over any customs fees or taxes that may be charged by your destination country. For more information on our Delivery Informationpagefor more details.

Will my item be well packaged?

We take pride in delivering your orders in a stylish pouch or gift box that enhances the beauty of our products. We also pack them carefully to protect them from any damage during shipping. To reduce our environmental impact, we put multiple Jewelry /charms in one package. If you prefer to have each Jewelry /charm in a separate pouch or box, please let us know in the notes at checkout.

Do you issue a receipt?

After completing the payment process, you will see a confirmation screen with your order summary, which you can print for your records. You will also receive a confirmation email with all the details of your order. Your goods will come with a printed packing slip, without any price information, unless you specify otherwise.

Are purchases covered by a warranty?

Our goal is to provide you with the best products and service possible. That’s why we offer a 14 day money back warranty for any item that you are not completely happy with.More details about returns are available on Return Policypage.

How Will I Know If My Order Has Been Shipped? 

We want to keep you updated on the status of your order. That’s why we have a system that automatically emails you a shipping confirmation with your Courier services tracking number as soon as your order leaves our warehouse. You can use the tracking number to check the location of your order at any time. Just click on the link and you will see the latest information.

I Put the Wrong Shipping Address, Or Made a Mistake On My Order, Can You Change It?

If you receive an order confirmation email and notice a mistake with the order, please call us at +44 07561753043or Email at  info@studiosterlingsilver.co.uk. If it’s after business hours, leave us a clear and detailed message with your name, phone number, and your order number (if available).

What is your returns policy?

Please read our Return Policypage.

Can charms be exchanged?

Please read our Return Policy page.