FAQ
Q1: How do I place an order?
Placing an order with us is as easy as a summer breeze. Simply browse our collections, select the pieces you love, and add them to your shopping bag. At checkout, you will have the option to create a personal account. This is a great way to keep track of your jewellery's journey to you and save your favourite addresses for next time. We offer several safe and speedy ways to pay, including all major cards, PayPal, and Klarna, so you can shop with total peace of mind
Q2: Can I change or cancel my order?
We know sometimes you might have a change of heart. Because we are tucked away, processing your orders quickly to get them to your door, you can make changes or cancel your order within 6 hours of purchase. During our extra-busy festive season, this window might snuggle down to 2 hours. If you need a hand with a change, please pop us an email right away at emma@silverrainsilver.com. If your order has already started its journey to you, don't worry, you can still return it for an exchange or a full refund once it arrives.
Q3: Are your products genuine?
Yes. All of our jewellery is made from 925 sterling silver, which consists of 92.5% pure silver and 7.5% copper for strength and durability. To help prevent tarnishing and ensure long-lasting wear, our sterling silver pieces are finished with a protective rhodium coating, with a few exceptions. Our jewellery is hypoallergenic and contains no nickel, steel, titanium, or other common allergens. The silver finish in the drop-down is sterling silver. If you choose a gold or rose-gold finish from our menus, please know that these are high-quality plated sterling silver pieces; our gold finish is 18ct gold-plated sterling silver, and our rose gold is 14ct rose gold-plated sterling silver
Q4: What if my item is faulty, damaged, incorrect, or missing?
We want you to absolutely adore your new jewellery. In the unlikely event that your item arrives faulty, damaged, incorrect, or with an item missing, please contact our Customer Care team within 5 days of receipt. To help us resolve the issue as quickly as possible, we ask that you include a clear picture of the item received (if faulty or incorrect) or highlight the missing item from your order confirmation by sharing a picture of the items received. You can reach our customer care team by sending an email to emma@silverrainsilver.com. We will look after you and guide you through the next steps to ensure you are happy.
A little note on Chargebacks
We are always here to listen and help. If you have any concerns about your order, we kindly ask that you please contact us directly before initiating a chargeback with your bank. As a small business, we take every customer's happiness to heart. Often, we can resolve any issues, whether it’s a tracking delay or a return, much faster and more personally than a bank can. Reaching out to us first allows us to look after you immediately and ensures we can continue to keep our prices accessible for everyone.
Q5: What happens if an item is out of stock?
While we would love for every piece to be available all the time, sometimes our favourites need a little break. If an item is marked as out of stock, it usually should be back between 4-6 weeks, but we recommend adding it to your wishlist so you can keep an eye on it. In the rare event that an item you have ordered becomes unavailable, we will reach out to you personally to help you find a lovely alternative or arrange an automatic refund for you.
Q6: Promotion & Discount Codes
We love treats as much as you do. To use a lovely discount code, simply pop it into the "Discount Code" box at checkout before you finish your purchase. Just a little heads-up: our system can only accept one discount code per order. We often share special offers on our website and over on Instagram(@silver_rain_uk), so do come say hello there for the latest updates. If a valid code is giving you any trouble, just let our Customer Care team know; we are always happy to help.
Q7: How do I track my order?
We want to make sure you can follow your new treasures every step of the way. Once your jewellery is on its way, we will send a shipping confirmation email your way. If you have chosen Royal Mail Tracked 24, Special Delivery, or are one of our International friends, your email will include a tracking number that you can follow from our door to yours at https://www.royalmail.com/track-your-item
For our Standard UK Delivery service, the tracking number is a little different; it will show an update only once a delivery attempt has been made. You can also view the status of all your orders at any time by logging into your account. If you need further help, our Customer Care team is always happy to assist.
Q8: How long will delivery take?
We want to get your new favourites to you as soon as possible, whether you are just down the road or across the ocean. Here are our delivery options:
Standard UK Delivery: We are happy to offer Free Delivery on all UK orders. This usually takes 2–3 working days, though it might take a little longer (up to 7 days) during extra busy seasons.
Tracked 24 (1st Class): Your order is fully tracked from our door to yours, aiming to arrive within 1–2 working days.
Special Delivery: If you need your sparkle in a hurry, our Special Delivery option guarantees next-day delivery.
Free Tracked 24 Upgrade: We are delighted to offer Free Tracked 24 shipping on all UK orders of £100 or more.
International Orders
We love sending our jewellery across the seas to reach you. For our lovely international friends, delivery usually takes between 1 to 3 weeks.
Free International Shipping: We are delighted to offer Free International Shipping on all international orders over $50 USD.
Customs timeline: Because your treasures are travelling a long way, they do sometimes have to stop at customs. While we wish we could speed them along, these little delays and movements are outside of our control once they leave our hands, so we appreciate your patience while they make their way to you
For our US Friends: All customs fees for US orders are fully prepaid at the point of purchase, so you won’t have a penny more to pay when your parcel arrives at your door.
For our European Friends: While most orders arrive without any hitches, sometimes local VAT or customs fees might be applied by your home country. We aren't able to predict when this might happen, but please rest assured that any such fees remain the responsibility of the lovely customer receiving the parcel.
For our Friends in Canada & Japan: Much like our European orders, orders to Canada and Japan will most often be subject to local duty fees or import taxes upon arrival. Since these charges are set by your local customs office, they remain the responsibility of the lovely customer to settle before the parcel can be released for delivery.
All of our delivery options and prices will be clearly shown at checkout so you can pick the one that feels right for you.
Q9: Our Dispatch Times
We work hard to get your orders wrapped and ready quickly:
Standard Orders: If you order before 12 noon (Monday–Friday), we will send it out the very same day. Orders placed after 12 noon on Friday will start their journey on Monday.
Tracked 24 & Special Delivery: If you are in a bit of a hurry, these orders go out the same day if placed before 3:30 pm (Monday–Friday). Anything ordered after 3:30 pm on Friday will be dispatched with love on Monday. This option is available to UK orders only.
Q10: What if my order is lost in transit?
We want your new treasures to reach you safely. If your order hasn't arrived within the expected timeframe, please reach out to our Customer Care team so we can look into it for you.
For our UK friends: If your order hasn't arrived after 7 working days from dispatch, we will consider it lost in transit.
For our International friends: Because the journey is a bit longer, we consider an order lost if there has been no tracking update or delivery after 4 weeks from dispatch.
Once these times have passed, we will jump right in to investigate and find the best solution for you, whether that’s sending out a fresh replacement or a full refund.
Q11: What is your returns policy?
We want you to be absolutely head-over-heels for your purchase. If you are not entirely satisfied or ordered the wrong size or finish, you are more than welcome to return your item for an exchange or a full refund within 30 days of receiving it. We just ask that you take extra care to ensure the items stay in their lovely original condition while you decide. Because we are a small business working with very gentle profit margins, we are not able to cover return postage costs just yet. We truly appreciate your understanding.
Q12: How do I return an item?
Returning an item is simple. Please send your parcel to our home base here:
Silver Rain
Suite 201
36 Washington Street
Glasgow
G3 8AZ
United Kingdom
To help us look after you as quickly as possible, please remember to: Include your order number, name, and address inside the parcel or on the back of the envelope. Where possible, returning items in a "Large Letter" format is usually the most helpful. Please keep your proof of postage and share a quick photo of it with us. This helps us speed up your refund or exchange so you are not kept waiting for long. Once you have popped it in the post, feel free to give us a shout so we can keep an eye out for it.
Q13: What happens if I exchange an item for one with a different price?
We want to make sure you find a piece you truly love. If you decide to exchange your item for something else, here is how we handle the price difference:
The "Little Extra" Grace: If the price difference is £1.50 or less (whether higher or lower), we will process the exchange for you at no extra charge.
If the new piece is more than £1.50 higher: Our Customer Care team will send you a friendly hello and a secure payment link so you can settle the difference before we send your new treasure on its way. If the new piece is more than £1.50 lower, we will happily issue a partial refund for the difference once your exchange is all tucked in and completed.
Need a recommendation? If you’re looking for the perfect alternative, our team is always here to help you choose. Please note that exchanges are done once we receive confirmation of returns.
Q14: Our 6-Month Warranty
Your happiness and the quality of our jewellery mean the world to us. All of our pieces come with a 6-month warranty from the date you bought them, which covers any manufacturing faults or unexpected damage. If you notice any issues during this time, please reach out to our Customer Care team. We will be so happy to help find a solution for you, whether that is a fresh replacement or helpful guidance on what to do next.
Q15: Can you customise an item or create a custom piece for me?
We are so flattered that you’d want a one-of-a-kind piece from us. To keep our jewellery at prices that stay accessible for everyone, we currently create our pieces in small, beautiful batches rather than offering bespoke services. However, you might just find exactly what you are looking for in a different finish or a similar style within our existing collections. If you need help finding a "close match," just let us know; we love playing stylist.
Q16: Finding Your Perfect Fit: Earring Gauges
We want your new earrings to feel as good as they look. To help you find the most comfortable fit for your piercings, here is a little guide to the post sizes and gauges we use for our different styles:
Flat Backs (Internally Threaded): These are wonderful for a sleek, comfortable look. The posts are 8mm/6mm long and 1.1mm thick, which is a perfect fit for a 16-gauge piercing.
Screw Backs (with little balls): These are designed to stay nice and secure. They have a post length of 6mm and are 0.9mm thick, making them just right for an 18-gauge piercing.
Classic Studs (with butterfly backs): Our standard studs have a slightly longer post of 11mm for easy wear and are 0.7mm thick, fitting a standard 20-gauge piercing.
Hoops: Most of our lovely hoops are 0.8mm thick, which is a comfortable 20 gauge, perfect for everyday wear
If you are ever unsure which size is best for your piercing, please don't hesitate to reach out. Our Customer Care team is always here to help you measure up.
Q17: How do I find my ring size?
We want your new ring to fit like a dream. To help you find the perfect match from the comfort of your home, we’ve put together a very easy ring size guide here (https://silverrainsilver.com/blogs/news/ring-size-guide). Our guide walks you through a few simple steps to measure your finger using things you already have at home (like a bit of string and a ruler) and includes a handy chart to help you convert your measurements into the US sizing we use in our shop.
A Little TLC: Jewellery Care Guide
The "Dos" for Sparkle
Love the water: Your sterling silver jewellery is perfectly safe to wear while you splash around or shower.
Keep it bright: If your silver pieces start to look a little dull or sleepy, a gentle rub with a soft silver polishing cloth will bring back that beautiful shine.
The "Don’ts" for Longevity
Keep gold-plating dry: To keep your gold or rose gold-plated jewellery looking its best, please take it off before swimming, bathing, or showering.
Gentle cleaning only: Please avoid using silver polishing cloths or cleaning solutions on your gold-plated, rose gold-plated, or oxidised (darkened) jewellery. These can be a bit too strong and might accidentally wear away the beautiful plating or the special oxidised finish.
Troubleshooting
My hoop earrings won’t click shut. Are they faulty?
Not necessarily! This can sometimes occur with high-quality jewellery. Every Silver Rain piece is made from 925 sterling silver, which is a naturally soft and malleable metal. Because silver is so flexible, the post (the part that goes through your ear) can occasionally shift slightly during transit or with regular wear. To fix this, gently adjust the post by lifting it slightly upwards with your finger, slightly. It should then click securely back into place when you close the hoop. If this doesn't work or you are uncomfortable adjusting it yourself, please reach out to us at emma@silverrainsilver.com, and we will be happy to help.
The post on my stud earrings arrived slightly bent. What should I do?
Because silver is a soft and malleable material, posts can occasionally bend slightly if a package is pressed during its journey to you. To resolve this, you can gently hold one side of the stud and carefully bend the post in the opposite direction until it appears straight again. However, if you are uncomfortable attempting this, please reach out to us at emma@silverrainsilver.com, and we will be happy to help.