Frequently Asked Questions


About Mainly Silver

Our offices are open 9am – 5pm, Monday – Friday. We are closed on Bank Holidays and over the Christmas and New Year Period. If you contact us outside of these times we will endeavour to get back to you the next working day.

We have over 20 years of experience in the design, manufacture and distribution of the highest quality affordable silver jewellery. Our knowledge of the industry is second to none and we pride ourselves on our original and innovative designs, superior manufacturing and the outstanding customer service provided to all our customers. You may not to be familiar with our name, but if you have ever brought jewellery you will certainly be familiar with our products. For many years we have supplied some of the largest and most reputable retail outlets in the UK and Europe.

Our Sterling Silver Jewellery

Pure silver is too soft to create durable jewellery so it is mixed with other stronger metals such as copper. This is to a ratio of 92.5% silver and 7.5% other metals, which is where the name 925 silver comes from.

Yes, our products are all solid 925 sterling silver and then plated with 100% silver to give the jewellery extra shine.

Our silver jewellery is not hallmarked as all items are less than 7.5 grams. A 925 stamp is added if there is enough space on the item to do so. In the case of small ear studs, the 925 stamp will be on the butterfly.

Yes, our 925 sterling silver jewellery conforms to International, European and American legislation regarding lead, nickel and heavy metal content. Our products are regularly tested to ensure compliance with these laws.

E-coating is a hypoallergenic, clear coating to protect the jewellery from tarnishing. E-coating is also known as electro-coating as electrical current is used to coat the metal surface with an organic lacquer. This method ensures a complete and fully even coating every time.

Our jewellery is coated with an e-coat to help protect the jewellery from tarnishing, however there are further steps you can take to avoid tarnishing. Storing your silver jewellery in special anti-tarnishing bags or with anti-tarnishing paper can be very beneficial. Alternatively, placing small bags of silica gel with the jewellery can help to reduce the moisture in the air, which will in turn reduce the effects of tarnishing.

We do not have a showroom or send out samples as all of our jewellery is sent out factory direct so that we can offer you the best price. Instead we offer a no fuss returns policy. Please see our Terms & Conditions for more information.

Our jewellery comes packaged in individual bags without any additional packaging such as jewellery cards.

When the finish on our jewellery is stated as gold or rose gold it means that the solid sterling silver is plated with 14ct gold or rose gold. It is not just a colouring.

All of our ear studs and earrings are sold in pairs with the exception of our ear cuffs, which are sold individually.

Accounts

You can set up an account online by clicking on My Account and then 'Register' in the top menu bar. You can now enter in all of your details. Your account will be activated immediately.

Your account will be activated as soon as you have submitted the registration form online so you can begin shopping straight away.

If you have forgotten your password you can request a new password to be sent to your email address. Go to the login page by clicking on My Account and then 'Login' in the top menu bar. Click on Forgotten Password and then enter your email address. A new password will be sent to your email address. You can then log in and change your password to something memorable to you in the My Account section.

Alternatively you can contact us via phone

If you do not receive an email containing your new password please contact us via phone, email or our live chat service providing us with your email address and we can reset your password for you.

Yes, our websites operate completely separately from each other so you need to set up an account on each website.

Orders & Payments

The minimum order amount is £100 before VAT, discounts and shipping charges.

We do not have a minimum order by piece. As long as you meet the £100 minimum order amount you can order as many or as few of each product as you like (subject to stock availability).

Yes, we do offer special discounts for customers who make bulk orders with us. Please visit our Volume Discounts page for more information.

Our website operates on a first come first served basis. Although rare, it is possible for another customer to place an order buying stock which is in your cart. Products are only secured once payment has been received.

The information you provided to us during the ordering process is protected by 128-bit industry-standard Secure Sockets Layer (SSL) technology. This server encrypts information whilst it is being transmitted across the Internet so that unauthorised people cannot read it. We collect only the basic personal details required to process your order. We will not release your name, address, email address or any other information to any third party. We will not trade, resell, sell, or redistribute information that you provide to us, to any other company, organisation or individual.

Shipping

Orders will generally be dispatched within 3-5 working days of ordering. However, in exceptional circumstances, delivery may take up to 10 days. For full details please visit our shipping information page.

We use Royal Mail, UPS and FedEx depending on the size and delivery location of your order. For full details please visit our shipping information page.

You will receive a shipping confirmation email with a tracking number once your order has been shipped.

Cancellations & Returns

We endeavour to package our jewellery so that it does not get damaged, but unfortunately sometimes this does occur. If you receive a damaged item please contact us via email stating the following details:

  • Order number
  • Item code
  • Quantity
  • Explanation / picture of damage

We will then contact you regarding the best way to proceed, whether it be sending you a replacement or processing a refund.

Alternatively, you can fill in our returns form here and we will be in touch.

If you wish to cancel your order please let us know as soon as possible. We will need to receive your instructions to cancel the order via email to info@mainlysilver.co.uk. If your order has already been shipped you will need to send the parcel back to us at your expense. We will process the refund as soon as we have received the returned products. We recommend sending the products back to us via a recorded delivery service, as we cannot process refunds for products that we do not receive.

Please note: You need to inform us and return the item(s) unused within 14 days of receiving your delivery.

We love our jewellery and hope that you do too, but if you aren’t completely satisfied just email info@mainlysilver.com stating the following details:

  • Order number
  • Item code
  • Quantity you are returning
  • Reason for return

Alternatively, you can fill in our returns form here and we will be in touch. We recommend sending the products back to us via a recorded delivery service as we cannot process refunds for products that we do not receive.

Please note: You need to inform us and return the item(s) unused within 14 days of receiving your delivery. We will only pay for return postage for products which are faulty or sent in error.