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Frequently asked questions

FAQs

How do I know my size?

If you’re looking for your ring size, you can use our size guide. In addition to this, each product has a description with the specific product measurements and chain length for bracelets and necklaces.



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?

When you’ve found the items you want to buy, select the material and size (if required) and click on the ‘ADD TO BAG’ button. This will automatically put the item in your shopping bag. You can see how many items are in your bag and edit them at any time by going to the bag icon in the top right hand corner. If you’re happy with the items in your shopping bag, click ‘CHECKOUT’ button to complete your order. Once the order has been placed you will receive a confirmation email to the email address you registered on with the details of your order. If you do not receive this we advice to first, check your junk mail and if its not there then email us on orders@thesilvergrove.co.uk to request your confirmation to be confirmed and resent.



What do I do if there is a problem with my order?

Our Customer service team is here to help out as quickly as possible if there is a problem with your order. Telephone calls and emails will be answered during our office hours – our contact details are here.



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?

We may be able to cancel your order but we ask this to be done by telephone and within an hour of placing your order. If it is too late for us to cancel your order, you can return your order using the return slip on the back of the invoice. Simply fill in the form and use the address label provided. We ask that all returns are sent back by Recorded Royal Mail so that it can be tracked. Once we’ve received the goods back we will process a refund and send you a confirmation email to confirm it has been actioned. Please note that it can take up to two working days for the money to reach your account.



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?

Unfortunately, despite our website saying the item was available when you placed the order, when our Stockroom Team went to pick your order they found that there was no stock available. This does not happen often, but if it does we can either hold the order until it comes back into stock, exchange the item for something else of a similar value or of course offer you a full refund on the item. If there is a problem with you order we will notify you through a personal phone call and/or email.



What do I do if I have received an incorrect item in my order?

At The Silver Grove we take extra care to make sure we get your order right but we do occasionally make mistakes. If this does happen, please fill out the returns form on the back of the invoice received explaining that the wrong item was sent and the item you expected to receive. As it was our mistake, we can of course refund you for the return postage on return. Please ensure that you keep your proof of postage and receipt when you return the item so that we can reimburse you the correct amount.



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?

If your code is not working, double check you are entering the exact code given and that the code is still valid. Some of our promotional codes are only valid on certain collections so make sure to read the small print. If problems persist, please contact the Customer Service Team for further assistance. Please note that any promotional codes found on discount websites may not be valid.



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.