Welcome to FAQs
Frequently asked questions
How do I know my size?
Where can I buy an item I have seen online or in a magazine?
Right here on the website is the best place. If you’re having trouble finding it, then just let us know.
How can I have my details removed from your mailing list?
On the bottom of every email we send there is a button that says ‘unsubscribe’. If you click this, you will be removed from receiving future messages from The Silver Grove. Alternatively, you can email us with your details and we can do this for you.
How do I place an order?
What do I do if there is a problem with my order?
What payment methods The Silver Grove accept?
We accept American Express, Visa, Visa Debit, Visa Electron, Mastercard, Maestro, and PayPal.
Can I cancel my order?
Can I add / amend my order?
Yes, if you contact us within an hour of placing the order it may be possible to amend your order. If it’s regarding changing the delivery address we would suggest ringing us or emailing straight away.
However, if your require adding another item to your order, we suggest placing a separate order and then informing us so we can match up your orders.
My order did not go through but I think you have charged me?
As soon as an order is placed, a charge is taken and you should also receive a confirmation email. If you are worried your order has not gone through but payment has been taken, please contact us and we can look into this for you.
Can I find out if you will be getting replacement stock on items that have sold out?
Yes, if you email us, Customer Services can check a particular item returning back into stock for you.
What shall I do if I received my order but one of the items is missing?
If you are missing an item from your order and haven’t been informed prior to this via email or a personal phone call, please contact our Customer Service Team here.
You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?
What do I do if I have received an incorrect item in my order?
Can I change my delivery address?
Yes, we can change your delivery address if you inform us within an hour of ordering – contact us here or do it online.
What delivery options do you offer?
You can find all of our delivery information here.
What is your return policy?
You can see our Returns policy here.
How do I return an item if it was originally a gift from someone else or bought from a Daisy stockist?
If you want to return or exchange a gift or and item originally bought from The Silver Grove, we ask you to send a note with the returned item(s) with your name, name of the person who originally bought it for you including telephone number, email address and details of the situation and what you would like done. If there is a problem with the return we will contact you straight away.
Can I use more than one discount offer on my order?
Our promotions/discounts cannot be used in conjunction with any other offer and are not valid on any sale items.
Why doesn’t my promotional code work?
What do I do if I’ve forgotten the password to my account?
If you’ve forgotten your passwords you’ll need to re-set it. Simply click ‘Forgot your password?’ under the returning user login and this will then ask for you to enter your email address. A link will be sent to that email address in order to re-set the password.
Can I get a VAT refund?
If you’re a resident in the Channel Islands and qualify for a VAT refund, please email us with your contact details and your order number once your goods have been delivered. We’ll then credit the amount of VAT charged back to you. VAT should be claimed back within 14 days of placing your order.