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FAQ

Disclaimer: Website prices may vary from in-store prices. Helen Brett jewelry show prices are not associated with in-store prices or website prices. All sales from the Helen Brett jewelry show are final and may not be exchanged unless specified by Silvia herself. 

Q: I have a PROMO code for the website. Where to I type it in?
A: 
The promo code should be typed in on the last page during checkout, after you have typed in your credit card information. Your total before the promo code will appear, and when you apply the promo code, it will give you your new total. It is the last step. promo codes are case-sensitive, so please make sure you type it in as it appeared wherever you read it. Also, sometimes you must have a certain amount in your cart before you can apply the promo code, if not it won't work. Please make sure you read and have met all of the criteria for your promo code to work. 

Q: What is your return policy?
A: All sales are final… Our goal is 100% satisfaction. Customers should request a return authorization number (RAN) from Sterling Silvia via email, before returning items to us within 14 days of receiving your order. Returns will not be accepted without a RAN. All shipping charges are the responsibility of the customer. If you are local, please visit our Magazine Shop, with any item you are unhappy with. Merchandise might be exchanged at our discretion only with a receipt. We accept returns for exchange only.

We guarantee that our products have no defects. If you receive an item that is defected, or possibly damaged during shipping, please contact us within 14 days of receiving your order and we will proceed accordingly. 

Q: Do you put the black stuff back on the jewelry?

A: Yes. That "black stuff" is known as oxidation or petina. We can re-oxidize your jewelry for a small fee; depending on the size of the piece, the re-oxidation fee will range from $10-35. We will re-oxidize your jewelry, even if it is not from us. Please bring (or send) your jewelry to our Magazine Street shop, located on 4861 Magazine Street. Please allow one to two business days for completion. If you're mailing in your jewelry, call us ahead of time so we may tell you the amount you will be charged so you can include a check; also, please include a self-addressed envelope so we may return it to you. 

Q: What if I order or buy a ring and it is not the right size?

A: You can exchange the same ring for a different size with the original receipt and if it is in reselling condition within 14 days of purchase. If your ring has a "proof of purchase" tag on it, please do not remove it. The tag must be attached to be exchanged. 

Q: Can I send an exchange through the mail?
A: Yes. You can send an approved exchange back to us via mail or any shipping service such as UPS. Unfortunately, we do not pay for postage back to our location. Please include a self-addressed and pre-paid envelope with your exchange.

Q: How do you ship items?
A: We ship everything via UPS Ground and it is insured. If you do not receive your package (e.g. gets lost) we will gladly send you another one because it goes insured. If an email address is provided, we will email you the tracking number. If you do not want your items shipped via UPS but rather through the mail, please call us and place your order over the phone and we will gladly send it regular mail. If you request for your items to be sent through the mail and you do not receive them, then we are not held responsible. There is no way to track the package and there is no insurance if it is sent regular mail. If you need your items shipped faster, let us know and we will inform you of the quicker options available to you for an additional charge.

Q: Do you gift-wrap?
A: We sure do. All of the jewelry that is ordered is placed in our famous Guatemalan-handmade colorful bags or special gift boxes to prevent damage during shipment. In-store jewelry purchases are always placed in the handmade bags, unless otherwise instructed.

Q: Do you repair jewelry?
A: Sort of. We do not resize rings or solder jewelry. There are certain repairs and alternations that we can make at the store. Other repairs are sent to a third party repair shop. Repair charges can be paid before or after the jewelry has been repaired.

Q: Does silver tarnish?
A: Yes. Sterling silver does tarnish but it depends on how well you take care of it and the finish of the silver. Rhodium plated silver has a darker finish and does not tarnish very easily. A high polish or matte finish will be more susceptible to tarnishing. The best way to keep your silver from tarnishing is by placing it in a tightly zipped plastic bag (avoid storing it exposed) away from direct or artificial sunlight (like a jewelry box). At the store, we sell polishing cloths and silver cleaner. Please ask us to explain how to use the silver cleaners, for it can seriously damage your jewelry if it is not used properly.

Q: Does Sterling Silvia custom-make designs? What about corporate gifts?
A: Yes! We design jewelry for businesses and organizations selectively. We have no problem custom-making jewelry as long as you agree to the following criteria:

    1. There is a minimum order of 50 pieces.
    1. There is a one-time $100 mold fee. This means that you own the mold and the design. You have the right to copyright the design (if it is not already).
    1. There is a one-time art/design fee of $100 to $400 if we make the design for you, depending on time and complexity. 
    1. From the time the design is completed and approved, it takes about 8 to 16 weeks to have the finished product in-hand.


After the first batch (order) has been processed and delivered, you may re-order any quantity you wish. Please note that the price of silver is very flexible, so your next orders may not necessarily be the same price as the first order.

If you have any further questions, please do not hesitate to call the store or email us at 
sterlingsilvia.amber@gmail.com . If you want a particular person to read your email, such as Juan, Silvia, or Amber, please make that noted on the subject line for a more prompt response.

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