FAQs
- Production & Shipping
- Order changes
- Returns & Exchanges
- Jewelry care & materials
- How to order
Production & Shipping
What is your production time?
All custom pieces are made to order by jewelry artisans and take time. Our production time is 1-2 business days.
NOTE: production time is in addition to shipping time.
How long are shipping delivery times?
Your pieces are handmade with care and take time to produce. Production time is exclusive of shipping time. Please refer to our Shipping and Production Time for current time estimates.
US orders are shipped via USPS First Class Mail (2-5 days) by default. Upgraded shipping and production times are available at checkout. Please refer to the checkout page for more details.
For international orders, we ship with USPS International, depending on the country and region. Shipping times can vary between 1-4 weeks. Once your order arrives in the country of destination, it may be subject to the country’s taxes and/or custom duties. Soul and Silva is not responsible for these fees. It is the responsibility of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods.
For more details on our shipping policy, refer to our Shipping and Production Time page.
How will I know when my order ships?
You will receive an email including your tracking number when your order leaves our studio.
To check the status of your order, you can enter your tracking number here.
Do you ship to PO Boxes, APO, or FPO addresses?
Yes! Simply enter your PO Box, APO or FPO address in the shipping line when placing the order.
Will I be charged customs/duty fees?
Import taxes, duties and related customs fees may be charged once the package arrives at the destination country. These duties vary from country to country and are charged depending on the marked "value" of the pieces inside the package.
Soul and Silva is not responsible for these fees. It is the responsibility of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods.
Not all packages are subject to the duty/custom fee, so we recommend contacting your local customs for information if you have additional questions.
Order changes
Can I change my order?
All changes to orders must be made within the first 12 hours after purchase, as we strive to process and start working on each order as soon as possible.
To change your order, email info@soulandsilva.com with your first and last name, order number, and what you would like to change.
*Note: We are not able to add items to an existing order.
Can I change my shipping address?
To change your shipping address, email info@soulandsilva.com with your first and last name, order number, and the updated shipping address.
If your order has been shipped, we are unable to change the shipping address for you.
If your order was shipped out with USPS, you can reach out to them directly at 1-800-275-8777
For USPS International Support, you can give them a call at 1-800-222-1811
Can I cancel my order?
All order cancellations must be made within the first 12 hours after purchase, as we strive to process and start working on each order as soon as possible.
To cancel or change your order, email info@soulandsilva.com with your first and last name, order number, and request a cancellation.
Please note: We are unable to cancel orders that have started production.
Returns & Exchanges
What is your return policy?
We are absolutely confident in the quality of our products and want you to feel the same way.
In the case where your non-custom piece isn’t quite working out for you, you can return or exchange for non-custom pieces. Non-custom pieces must be returned/exchanged within 14 days of receiving your piece(s) (based on USPS timestamp date received).
If you mail your piece in on your own, be sure to keep the tracking number provided to you by the shipping company so we can locate the order if needed!
Note: We are currently unable to accept returns on custom or personalized items, and buyers will be responsible for any shipping charges relate to the return or exchange.
Does my order come with a warranty?
Yes! All S&S pieces have a 30 day warranty for chain or clasp defects. Email us right away if you are having issues (info@soulandsilva.com) and we will make sure you are taken care of!
Jewelry care & materials
How do I care for my jewelry?
For general care practices, see our Jewelry Care page for more details on how to care for your Soul and Silva jewelry.
How often should I clean my jewelry?
To care for your Soul and Silva pieces, there are three things you should keep in mind:
- Is your jewelry in contact with chemicals or other substances?
- What residue stays on your jewelry for longer periods of time, or gets removed from cleaning?
- And finally, how is your piece stored?
We recommend removing your Soul and Silva pieces before activities that tend to come into contact with chemicals, like swimming, cleaning, gardening, and exercising, to name a few.
We also suggest removing your jewelry when using all types of beauty products, including lotions, perfumes, shampoos, hairspray, etc.
For regular cleaning, use warm water and a mild hand soap, gently rub the soap into the piece with your fingers, rinse, and pat dry with a soft cloth. When necessary, use the microfiber restore polishing cloth. Wipe your piece gently to bring its original luster back and use sparingly for best effect.
What is gold filled?
Gold filled is a pressure bonded layer of gold that has 100 times more gold than plated jewelry. It is durable, won't chip or flake, is tarnish resistant, and is a great alternative to solid gold jewelry, at a much more reasonable price. It looks beautiful, and has a finish that will last years if cared for properly!
Does your jewelry contain nickel?
We are proud to say all Soul and Silva products are NICKEL-FREE!
How to order
How do I customize an order?
Soul and Silva creates most of our pieces in house. For details on customization options, please refer to the product page for more details.
Can I include a gift message with my order?
Yes! you can request a gift message to be added to the order at checkout. Simply leave us a note in the “order notes” or email us at info@soulandsilva.com and we can add the message to the order.
Can I use more than one coupon code?
Only one coupon code can be used per order.
What payment methods do you accept?
Payments are accepted via major credit/debit cards or PayPal.