FAQ
What payment methods do you accept?
Credit Cards – We accept Visa, Mastercard, and American Express. Note, cards issued by local banks which do not carry one of the below logos will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.In addition to this, we also accept PayPal, airwallex and payoneer.
What are your materials made of?
925 Sterling Silver: 90% pure silver, mixed with alloys to add strength and durability.
Pure silver is a precious metal, typically containing 99.9% silver
Rose gold contains 75% gold and 25% copper and/or silver, this proportion endows the material with the precious properties of gold as well as a unique warm hue.
18k metal is a common jewelry material, composed of 75% pure gold and 25% other metals. It boasts higher purity and a more pronounced golden hue compared to 14k gold. Additionally, 18k metal is more durable and resistant to oxidation, ensuring a lasting beautiful appearance.
**For the best care of your jewelry, do not shower with your items. If your items do turn, it can be caused by a metal-to-skin oil reaction. As each person’s body oils make different metals react differently, it is not our responsibility to return or exchange your item. We apologize in advance. However, we do offer cleaning and repair services for a fee. Please contact our customer service team for further details at tangpeng@szyukun.work for an assessment and we will send you a free estimate.
WARNING
Choking Hazard – Small parts. Not for children under 3 yrs.
How can I contact you?
Please email tangpeng@szyukun.workand our support team will contact you within 48 hours.
I have ordered the wrong item by mistake. Can I edit my order?
Unfortunately, we cannot change or cancel orders after they have been placed. We start working on orders right away as soon as they are placed and confirmed. Please double check your order as well as input any discount code you would like to use before placing your order. We cannot make any updates or discount code updates after the order is placed. We apologize for the inconvenience. Please email tangpeng@szyukun.work if you have any questions.
Once your order has been sent out, your order cannot be changed or cancelled; please double check before placing your order.
How do I add a discount code?
Once you have added items to your cart, discount codes are entered at the checkout page. You will see a Have a coupon? prompt for you to enter your discount code. You must press “Apply” to see the order total update to the discount code that was entered. Please apply all discount codes before placing your order. We are unable to update your order or provide a discount refund after the order is placed
How do I check my order status?
If you have an account please login first and then follow the directions below:
1⃣When signed in to your account, click on ‘ACCOUNT’ at the top right-hand corner of the site.
2️⃣On the left, you will see your account information and in the main area, you will see your ‘Order History’ if you have previously ordered from us.
How can I track my Package/s?
Once your order ships, you will receive a confirmation email with a tracking code (if your shipping method chosen has tracking)
I cannot find an order confirmation or my order number
Sometimes our emails are sent to your spam folder, please check there. You might have accidentally entered a typo in your email or used an invalid email. Please email us your Full name so we can find your order and re-send you your confirmation.
What if I put in my wrong address?
If you have provided an incorrect address and your order has already shipped, we will do our best to update your order with the correct address. However, if your order has already shipped we are not responsible. We charge a reshipment fee. Please email tangpeng@szyukun.work with any questions or concerns.
In the instance when your package is sent back to us because of an insufficient address provided by the customer, we will charge a resend fee. Please double check all addresses before placing an order. In the case you would not like your package sent back, we charge a restocking fee of $5.5 USD per each item. The fee will be deducted from your order refund amount total.
My Item(s) are damaged？
If your item is damaged upon arrival items please contact us immediately with your order number & pictures of the default item(s).
We will sort out any issues right away. You can Please email contact us tangpeng@szyukun.work
What if my package is lost?
silver plume is not responsible for items that are lost by the mail carrier or by any shipping service.
If a package has been delivered to the shipping address that you had provided at checkout, we are not responsible if that package is lost or stolen after delivery. We understand that having a package taken from your porch is frustrating. But it must be your responsibility to know typical delivery times of postal workers in your neighborhood and make sure someone is home to receive the package.
If your package is lost in transit (which is very rare) this is the carrier’s responsibility. In this case you may reach out to silver plume directly for assistance.You can Please email contact us tangpeng@szyukun.work
Do you ship internationally?
We ship worldwide!
Something wrong with your order?
Please contact tangpeng@szyukun.work with your order number within 7 days of delivery for an issues you may have with your order. We ask to keep all jewelry in its original packaging as well as the original packaging slip in order to further investigate your order issue. In the instance your jewelry is defective, we will ask for you to send your jewelry back to us with our prepaid shipping label and we can send you a brand new one.
Do we accept returns and exchanges?
At this time, we only accept exchanges. We do not accept returns. We are happy to give you an exchange within 14 days of purchase. We do not provide a pre-paid shipping label for returns. If you are not satisfied with your order, please email us at tangpeng@szyukun.work.
The difference between high-end jewelry and custom jewelry.
Fine jewelry is created by our renowned designers and can be shipped to you as soon as your order is processed within 3-10 days. Custom jewelry is a one-of-a-kind piece of jewelry that is tailored to your personal preferences and needs. The entire process from design to delivery of your final product usually takes 5-8 weeks. Customized products are backed by Silver Plume’s exclusive after-sales service.
Do you use lab-grown diamonds or gemstones in your custom products?
No, we don’t. We only use natural diamonds and natural gemstones.Our diamonds follow the grading scales and standards of the Gemological Institute of America (GIA).
I’m ordering from outside Canada. Are there customs and duties with my order?
All international shipments may be randomly chosen for inspection. The recipient of an international shipment is thus subject to such import taxes, custom duties and fees, which are imposed once the shipment reaches clearance. Potential charges for a customs clearance must be fullfilled by the recipient.
Do you offer repairs?
We offer free repairs for items purchased within 14 days. Beyond 14 days, we charge a fee for each repair. And the return shipping cost will be at your expense, please contact our support team tangpeng@szyukun.work
How should I care for my jewelry?
The life expectancy of our jewelery will depend on how a piece is treated. With proper care your pieces will last for many years. To ensure a long lasting life we recommend:
1⃣Regularly use a polishing cloth to prevent tarnishing and to maintain shine.
2️⃣Limit exposure to harsh chemicals that may tarnish your jewelery. Lotions, perfume, salt water, etc. In order to do this we recommend removing your jewelery whenever bathing or swimming.
3️⃣When not being worn, store it in a protective box. This will prevent exposure to any possible harmful chemicals listed above.
Customized design
Bespoke jewelry is custom designed jewelry that’s one-of-a-kind. You tell us your budget, aesthetic and stylistic requirements, and we work together to make a unique piece that’s specially made for you.
Is there a design fee?
If you would like to create a custom piece with us (that’s not a style we’ve sold in the past), there is a design fee of $700. If you move forward with us, that fee is waived.
How long can I expect it to take for my piece to be made?
Our pieces typically take anywhere between 5 to 8 weeks to go from design to final product. If you need your bespoke pieces by a certain date, please let us know and we will try our best to accommodate.
When should I start designing my engagement ring?
We encourage you to start working on your engagement ring at least 4-5 months before the proposal date. However, we can accommodate last-minute requests on case-by-case basis.
When is payment due?
We require a 75% deposit upon confirmation and the remaining before we ship the piece out.
How do I begin the design process? How does it work?
Please visit our “Home” page to begin the process and our “Start customization” page to learn about the process. We look forward to working with you.
Dear Customer：
Thank you for choosing us! We are committed to providing you with the best shopping experience and high-quality products. If you have any questions or suggestions, please feel free to contact us at any time. Your satisfaction is our motivation to keep improving.
We look forward to welcoming you back soon!
Wishing you a pleasant shopping experience!
Best regards, The Silver Plume Team
