Please Note: There are variations in place related to manufacturing and delivery times listed within our Terms and Conditions due to COVID-19. For the latest information on changes please visit our dedicated page: Click Here.
We are fully aware that we live in a world where consumers don’t read T’s and C’s. They can come across as irrelevant or even tedious to wade through. However, we strongly suggest that you give our Terms and Conditions a read as they are aimed at outlining all the important details that you will need to know when ordering from Silvery. Being informed avoids confusion and complications. Our T’s and C’s have been compiled to look after our valued customers and to protect our business which we take very seriously.
Silvery is an independent brand focused on creating hand crafted, high quality jewellery pieces. One of our core beliefs is working with integrity. We are human-centric and our team is more like a small family rather than an office full of staff. We work with respect and kindness and behind each detail is a person who works diligently to do the very best they can. We are focused on offering service and products of an exceptional standard whilst assisting our customers with respect. We kindly ask for the same respect in return.
Terms and Conditions:
1.1 These Terms and Conditions (“the Terms and Conditions”) govern your use as “the User” of the Silvery (“Provider”) website located at the domain name www.silvery.co.za (“the Website”).
1.2 By accessing and using the Website, the User agrees to be bound by the Terms and Conditions set out in this legal notice. The User may not access, display, use, download, and / or otherwise copy or distribute Content obtained on the website for marketing and other purposes without the consent of the Provider.
2.) Electronic Communications:
2.1 By using this Website or communicating with the Provider by electronic means, the user consents and acknowledges that any and all agreements, notices, disclosures, or any other communication satisfy any legal requirement, including but not limited to the requirement that such communications should be in writing.
3.) E-Commerce and Privacy:
3.1 The use of any product bought from this Website is at the purchaser’s risk. The purchaser / user indemnifies and holds the Provider harmless against any loss, injury or damages which may be sustained as a result of using the products sold on the Website.
3.2 The private information required for executing the orders placed through the e-commerce facility, namely the User’s personal information and credit card details, delivery address and telephone numbers will be kept in the strictest confidence by the Provider and not sold or made known to third parties. Only the necessary information, that is the delivery address and contact phone number will be made known to third parties delivering the product.
3.3 The Provider undertakes that it has taken all reasonable precautions to secure the credit card processing that is carried out to receive payment for goods sold. The Provider cannot be held responsible for security breaches occurring on the User’s electronic device (Personal Computer or other electronic device used to browse the Website), which may result due to the lack of adequate virus protection software or spyware that the User may inadvertently have installed on his / her device.
4.1 A cookie is a basic text file that is stored on your device by a website’s server. It contains completely anonymous information such as a unique identifier and the website’s name. This allows a website to remember things like your personal preferences, products you prefer or what’s in your shopping basket.
4.2 Our Website utilises first and third party cookies. This enables us to improve the User’s experience on our Website through various means such as storing preferences (such as keeping a User logged in) or determining aggregate usage behaviour (time on Website, number of pages viewed etc.) through web analytics tools such as Google Analytics.
5.) Cookie Opt-Out:
5.1 Most web browsers provide the option to block some or all cookie types should you wish to. Users can also opt-out of the Google Display Network using the Ads Preferences Manager. Because many of our Website’s features utilise cookies, we recommend that Users do not block them.
6.1 Agreement when Placing Order:
6.1.1 Silvery strives for excellence and in turn wants you to be happy with your purchase. Due to the nature of our business which is linked to personalisation, it is very important to be aware of our Standard Return Policy and matters related to exchanging items. Upon placing your order you are required to tick the box “I have read and agree to the website terms and conditions*” which is a mandatory field prior to being able to complete your order. It’s your responsibility to read the Terms and Conditions. We are unable to enter into discussions if you openly admit to not having read our Terms and Conditions.
6.2 Order Processing & Delivery:
6.2.1 Manufacturing and hand crafting of your order will begin processing once payment has been received and it has cleared. Payments can take up to two days to reflect.
6.2.2 We process orders and allocate payments once a day, therefore orders are not immediately allocated to manufacturing, even if you bank with FNB.
6.2.3 You will receive email notifications at the various stages of your order progress.
6.3 Manufacturing Time:
Each order has a hand crafting time of 5 working days (due to COVID-19 restrictions), which only begins once payment has reflected on our system as stated above. Once your payment reflects, your order will enter our workshop to begin its hand crafting time. After the final day of handcrafting time, your order will be dispatched with our courier partner by the close of business. Tracking information will be sent to you.
6.3.1 During the festive season, Valentine’s Day or other important celebrations our manufacturing time may be extended without prior notice due to an increase in orders.
6.3.2 We are unable to accommodate special requests to expedite orders or guarantee exact days on which items will arrive with you. We strive to adhere to our manufacturing deadlines and guide you accordingly.
6.3.3 Public Holidays: Orders are not processed, dispatched or delivered on public holidays. A public holiday will delay the delivery of your order by at least one additional day.
6.3.4 If your order is “in query” it impacts the turnaround time. We will contact you to clear any details or order related queries with you. The sooner this is resolved, the sooner your order returns to the workshop to continue being manufactured. If your responses are delayed or our calls and attempts to communicate with you go unanswered, we are unable to expedite the order when you do eventually respond.
6.3.5 Order Placement Tips:
184.108.40.206 Paying via credit card is the swiftest method of payment.
220.127.116.11 View the emails that we send you for guidance on order progress.
6.4 Order Cancellation:
6.4.1 If your order status is “on hold” or “processing” you are able to cancel your order for a full refund. Contact us immediately for assistance – firstname.lastname@example.org.
6.4.2 If your order has begun manufacturing (status “With Jeweller”) you are unable to cancel it and receive a full refund. A deduction of 10% will be charged for administrative costs.
6.4.3 If your order has been dispatched, but not yet received you are unable to cancel it or receive a full refund. Communicate with us via email@example.com and we will establish how to assist you further.
6.4.4 The Provider reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet the Provider’s standards. Should the Provider exercise this right, the User will receive a full refund with no deductions.
6.4.5 Any complaints regarding the standard and quality of the product or products bought by consumers through the e-commerce facility should be directed to firstname.lastname@example.org. Please also see our “Return Policy and Receipt of Order”.
6.5 Order Changes:
6.5.1 When placing your order ensure you have double checked all spelling, dates and sizing. Silvery will not be held liable for errors made on orders due to incorrect information provided by customers.
6.5.2 If you have made an error related to your order’s personalisation or sizing and only realise it once your order has gone into manufacturing (status “With Jeweller”), please contact us immediately via email or telephonically. If your order is already partly manufactured changes could incur a charge due to us having to remake your jewellery to accommodate the changes.
6.5.3 Changes to your order can result in the manufacturing process being delayed. Our usual 5 working day turnaround time does not apply to orders that have to be altered or updated.
6.5.4 When changes are sent to us such as sizes or engraving updates the information is manually changed on the physical order sheet, you will therefore not see the change online.
6.5.5 If you have entered the incorrect delivery address we are able to update it on our system prior to dispatch. Address updates have to be emailed to us and need to include all the relevant information such as your order number, full address, the correct area and postcode. Once your order has been dispatched we are unable to change the delivery address. Address changes can result in an increased delivery fee which we will quote you for.
6.5.6 If you have placed an order and left off or forgotten to request a personalised note, you can add one after order placement by emailing us. However, please be aware that it will incur a R29 administrative charge.
6.5.7 Silvery will not be held liable for orders delivered to the incorrect address due to errors in details such as the area or province.
7.) Shipping and Shipping Costs:
7.1 For the latest shipping costs please see click here or view our Delivery Info page.
7.2 We deliver within South Africa, as well as worldwide. The delivery will be made to your stated address – except in the case of another agreement / please refer to “Order Changes”.
7.3 Deliveries take place from Monday to Friday, during office hours, but not on public holidays.
7.4 Tracking information is provided to you via email and sms once your order is dispatched.
7.5 Silvery cannot be held responsible for any delays in delivery once your order has been dispatched and left us and is in the possession of our courier partner.
7.6 All information related to delivery times are only guidelines and are not binding or guaranteed by Silvery. If the ordered product is unavailable, we reserve the right to cancel the contract and not deliver it. In this case, you will be informed by Silvery shortly after placing the order.
7.7 To arrange “early bird” delivery or delivery to take place on a Saturday special arrangements need to be made. Saturday deliveries must be arranged no later than the Thursday of that week. These types of deliveries incur an additional charge which we are able to quote you for. To track a “Saturday Delivery” please communicate directly with our courier partner. Silvery will not be held liable for these special deliveries not taking place on time.
7.8 Silvery reserves the right to charge additional shipping costs if these occur for example at unsuccessful delivery or refused acceptance. We kindly ask you to cover the shipping costs for your return to Silvery. The return costs from all other countries and within South Africa are not refunded by Silvery.
7.9 Please note that our courier partners are unable to deliver to P.O. Box addresses. Silvery will not be held responsible or liable for incorrect delivery details supplied by customers when checking out. When selecting our courier option, it will be necessary for someone to sign to acknowledge the receipt of the parcel upon delivery.
7.10 For all international orders placed outside of South Africa, Silvery will not be held liable for import taxes and duties into your country. Customs policies vary greatly from country to country. Please research and understand the related charges you could be liable for prior to placing and ordering from Silvery.
8.) Payment Options:
8.1 Payment can be made via Visa, MasterCard or by bank transfer / EFT (Electronic Funds Transfer) into the Provider’s (Silvery: PACKNOW (PTY) LTD t/a Silvery) bank account, the details of which will be provided during and after checkout.
8.2 PayPal is available to customers who would like to pay in a different currency to ZAR. When selecting this payment method you will receive a payment link.
8.3 Credit Card Acquiring and Security:
Credit card transactions will be acquired for the Provider via Payfast (Pty) Ltd. Payfast uses Extended Validation SSL (Secure Socket Layer) with 256-bit encryption. Only two of the four major South African banks use this high level of encryption currently available. Users may go to www.payfast.co.za to view their security certificate and security policy.
8.4 Customer Details – Separate from Card Details:
Customer details will be stored by the Provider separately from card details which are entered by the client on Payfast’s secure site. For more details on Payfast please refer to www.payfast.co.za.
8.5 Manufacturing and hand crafting of your order will begin processing once payment has been received and it has cleared. Payments can take up to two days to reflect.
8.6 We process orders and allocate payments once a day, therefore orders are not immediately allocated to manufacturing, even if you bank with FNB.
9.) Product Related:
9.1) Hand Stamping:
Information you need to know before purchasing our hand stamping service:
9.1.1 Hand stamping as the name suggests is done by hand-eye coordination so the positioning is less precise than that of an engraved item. Each letter is carefully positioned and stamped by our skilled Jewellers. The “stamped” impressions or indentations are made by hammering a metal tool which has raised letters or symbols at the end.
9.1.2 The alignment of the text can differ in height especially on longer words due to the hand-crafted nature of this style of personalisation. We find that this specific look is an option for customers who prefer its tactility to the linear lines of engraving. The indentations of the letters can appear to be slightly different too as the pressure applied via hammering during the stamping process can vary between stamps. Hand stamping offers a more inconsistent finish to engraving. It’s not meant to be uniform or perfect.If you are looking for perfectly engraved and aligned characters, then machine engraving would be a better choice. But for those people who are looking for a unique handmade product, then hand stamping is perfectly suited for you. View and read more here – click here.
9.1.3 Hand Stamping Font Options: We offer two sized fonts 3mm and 1.5mm. The height of each character is 3mm or 1.5mm depending on what you have selected. Additionally to letters and numbers we have a selection of icons that come in sizes as small as 1.5mm and up to 6mm.
9.1.4 Bar / Pendant Disfigurement: During the stamping process, bars / pendants may become bent or slightly misshapen. This is the nature of hand stamping as you are forcing an impression into metal. The metal being forced inwards has to push out to the sides. Once the pendant or bar is complete we straighten the pendant as much as we can without damaging or weakening the metal.
9.1.5 Blackening: Hand Stamping is the impression created by the hammering of a metal stamp into the jewellery piece as explained above. To make the impression more visible we use a blackening solution that is applied to the item before we do the final finishing off of the product. This blackening solution does fade away slowly and wears off eventually. How long the blackening lasts depends on how you take care of your item. To make the blackening lasts as long as possible try avoid exposing your jewellery to water, soap and any chemicals (including perfume, lotions, chlorine – which is present in tap water). If you would like to make use of our complimentary re-blackening tips please send us an email (email@example.com) for guidance.
10.) Return Policy and Receipt of Order:
10.1 General Information:
You have seven days once your order is delivered to communicate with us regarding any dissatisfaction. We advise our customers to please inspect their jewellery items upon receipt, prior to disposing of any packaging. Kindly inform us of any breakages or defects via firstname.lastname@example.org. However, prior to initiating communication please review the below information.
10.2 Receipt of Damaged Items:
10.2.1 In the unlikely event that items are delivered damaged or with defects and there is no clear damage to the item from the courier company, you will be required to take photos of your items within 24 hours of receiving your goods. Photos are to be sent to email@example.com.
10.2.2 Upon receipt of the details we will investigate the matter. Should it be found that the items were sent to you in the condition shown upon receipt or such damage occurred in transit, Silvery will replace the items that you have ordered. If the items are not reported as damaged / defective within 24 hours of receiving them, we will not be able to refund or exchange your order.
You will be required to return the damaged items to us, upon which a new order will be sent to you. You will not be permitted to keep the damaged items.
10.3 General Returns:
10.3.1 You will be required to state a clear reason for your request to return the item accompanied by a picture of your jewellery. Please communicate relevant information via email to firstname.lastname@example.org and we will guide you accordingly.
Please don’t return items to us with no explanation or prior communication. Silvery reserves the right to refuse items that are returned without prior notice / discussion or in a condition that is deemed as unacceptable.
10.3.2 Items have to be in their original condition, as when they were handed over to the respected courier / shipping service. However, the Silvery packaging does not need to be intact.
10.3.3 Items that are not personalised or mentioned as not eligible for return (please see below) must be new, unworn and undamaged to be considered for exchange.
10.4 How to Return Items:
10.4.1 When returning items please package your jewellery in a well-padded envelope or small box and send it via a reputable courier service (shipping insurance is not required but it is recommended). We suggest using our courier partner, we are able to quote you and arrange for collection.
10.4.2 Silvery is not responsible for loss or damage during the return shipping process. The expense of returns will be covered by the customer. Jewellery must be couriered to our address which will be provided upon request.
10.5 Not Eligible for Return:
10.5.1 Earrings (even if not personalised) are not eligible for return or exchange due to hygiene reasons.
10.5.2 All Personalised Items: Please be aware that you cannot return personalised items that have been custom made to your specific requirements unless they are damaged during the delivery process (visual proof will be required) or Silvery has made an error in the manufacturing process. Should that be the case we will review your query and investigate the matter further using our Quality Control information. Should Silvery have incorrectly personalised your item we will remake the item to the correct specifications at no cost to you. This will not be grounds for a refund.
10.6 Ordering Errors:
10.6.1 Please note that any items ordered in the incorrect size / length or with spelling errors in the personalisation will incur a resizing / remake fee in conjunction with the relevant courier charges for the return and re-delivery of the item.
10.6.2 It is important to ensure that you feel confident and clear on the sizing of the product you would like to order. If you order the incorrect size, we cannot be held liable. For ring sizing we highly recommend visiting your closest jewellery shop to clearly establish your ideal size and fit. You can also make use of our ring measurement and wrist measurement guidance located under the “Info” tab in our navigation bar. These are for guidance purposes only, you are required to use your own discretion. Silvery does not guarantee any sizing personally done by customers.
10.6.3 If you made an error on your order’s personalisation or sizing and only realise it once your order has been delivered, feel free to get in touch with us as soon as you have placed your order. We can quote you for a remake or resize which is at a reduced fee in order to accommodate the changes. In this instance you will return the incorrect item to us and are liable for all courier fees associated with the return and re-delivery.
10.7 Incorrect Item Received:
If you have received an item that is completely different to what you ordered it is necessary to contact us within 24 hours of receipt via email@example.com. We will guide you further and investigate what went wrong, whilst rectifying the matter. If the error is not reported to us we are unable to assist you or replace the order.
We offer a resizing service and the fee is calculated per product. Silvery doesn’t recommend getting your jewellery resized at an alternative jeweller. Should you wish to go ahead and make use of another service, we will not be held liable for the outcome. Please contact us and we can guide and assist you through the resizing process.
10.9.1 When it comes to wear and tear on items Silvery does not offer a guarantee or warranty on products. This applies to all aspects of our products including those related to tarnishing and plating.
10.9.2 The nature of jewellery is so that we are not able to be sure how customers treat their items, although of course we want to believe the best in all cases. Our pieces are made to the highest standards, but care must be taken when wearing them.
10.9.3 We don’t recommended that you wear your jewellery when in the bath or shower. Furthermore, we strongly suggest not wearing your Silvery items when swimming, exercising or sleeping. Sweat, chlorine, lotions and chemicals impact Silver.
10.9.4 Silvery is unable to take responsibility for broken necklaces / chains. Chain by nature is very delicate and can’t be repaired in the same way as other items. Chains can be replaced, however.
10.9.5 We aim to always offer you the best Customer Service possible so please chat to us for assistance related to your item. Silvery offers a service to add some T.L.C. to your Silvery jewellery once more! For plating, repairs, cleaning or general maintenance chat to us and our expert Jeweller will access the way forward. From there we will quote you and begin the makeover process.
11.1 If your order status is “on hold” or “processing” you are able to cancel your order for a full refund. Contact us immediately for assistance – firstname.lastname@example.org.
11.2 If your order has begun manufacturing (status “With Jeweller”) you are unable to cancel it and receive a full refund. A deduction of 10% will be charged for administrative costs. At this stage in the process we will require clear reasons as to why the order needs to be canceled and refunded.
11.3 If your order has been dispatched, but not yet received you are unable to cancel it or receive a full refund. Communicate with us via email@example.com and we will establish how to assist you further.
11.4 In some instances we will offer you a coupon to use on the Silvery website as opposed to a refund. This will be to the full value of your order and not less 10% as per refunds. Coupons are valid for up to 12 months.
11.5 If you qualify for a refund it is done via EFT to your elected bank account. Refunds can take up to 5 – 10 working days to reflect. Refunds incur a deduction of 10% off the total order amount for administrative costs. Refunds are taken on case by case so please get in touch with us accordingly. Delivery charges of your original order will not be refunded where applicable.
11.6 The Provider reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet the Provider’s standards. Should the Provider exercise this right, the User will receive a full refund with no deductions.
12.) Merchant Outlet Country and Transaction Currency:
The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR).
13.) Updating of these Terms and Conditions:
The Provider (Silvery) reserves the right to change, modify, add to or remove from portions or the whole of these Terms and Conditions from time to time. Changes to these Terms and Conditions will become effective upon such changes being posted to this Website. It is the User’s obligation to periodically check these Terms and Conditions on the Website for changes or updates. The User’s continued use of this Website following the posting of changes or updates will be considered notice of the User’s acceptance to abide by and be bound by these Terms and Conditions, including such changes or updates.
14.) Copyright and Intellectual Property Rights:
14.1 Provider provides certain information at the Website. Content currently or anticipated to be displayed at this Website is provided by Provider, its affiliates and / or subsidiary, or any other third party owners of such content, and includes but is not limited to Literary Works, Musical Works, Artistic Works, Sound Recordings, Cinematographic Films, Sound and Television Broadcasts, Program-Carrying Signals, Published Editions and Computer Programs (“the Content”). All such proprietary works, and the compilation of the proprietary works are copyright the Provider, its affiliates or subsidiary, or any other third party owner of such rights (“the Owners”), and is protected by South African and international copyright laws. The Providers reserve the right to make any changes to the Website, the Content, or to products and / or services offered through the Website at any times and without notice. E-mail addresses, names, telephone numbers and fax numbers on the Website may not be incorporated into any database used for electronic marketing or similar purposes.
14.2 All rights in and to the Content is reserved and retained by the Owners. Except as specified in these Terms and Conditions, the User is not granted a license or any other right including without limitation under Copyright, Trademark, Patent or other Intellectual Property Rights in or to the Content.
15.) Limited License to General Users:
15.1 Provider grants to the User, subject to the further terms of these Terms and Conditions, a non-exclusive, non-transferable, limited and revocable right to access, display, use, download and otherwise copy the current and future Content for personal, non-commercial and information purposes only.
15.2 This Website and the Content may not be reproduced, duplicated, copied, resold, visited or otherwise exploited for any commercial purpose without the express prior written consent of Provider. The license does not allow the User to collect product or service listings, descriptions or other information displayed here, and does not allow any derivative use of this Website or the Content for the benefit of another merchant. The User may not frame nor use framing technologies to enclose the Provider Website or the Content nor any part thereof without the express written consent of Provider. Provider and the Owners do not offer products or services to minors. If you are under the age of 18, you may not respond to or otherwise accept or act upon any offers in the Website.
15.3 The User agrees not to infect the Website with any computer programming (such as a virus) that may damage, interfere with, delay or intercept any data or information on the Website and the User agrees to pay for any monetary or other loss the Provider may incur as a result of such infection of the Website by the User.
15.4 Provider and the Owners, their affiliates or subsidiary reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion. Any unauthorised use terminates this license.
16.) Limitation of Liability:
16.1 The Website and all Content on the Website, including any current or future offer of products or services, are provided on an “as is” basis and may include inaccuracies or typographical errors. The Owners make no warranty or representation as to the availability, accuracy or completeness of the Content.
16.2 Neither Provider nor any holding company, affiliate or subsidiary of Provider, shall be held responsible for any direct or indirect special, consequential or other damage of any kind whatsoever suffered or incurred, related to the use of, or the inability to access or use the Content or the Website or any functionality thereof, or of any linked website, even if Provider is expressly advised thereof. The provider cannot guarantee that use of the Website will always be uninterrupted or that it is free from becoming infected by viruses due to factors beyond our control. Access to the Website may sometimes be restricted due to repairs or maintenance of the Website. The provider cannot assume any responsibility for the lack of functionality that is dependent on the User’s browser or other third party software.
17.) Privacy – Casual Surfing:
The User may visit the Website without providing any personal information. The Website servers will in such instances collect the IP address of the User’s computer, but not the email address or any other distinguishing information. This information is aggregated to measure the number of visits, average time spent at the Website, pages viewed, etc. The Provider uses this information to determine the use of the Website and to improve content thereon. Provider assumes no obligation to protect this information and may copy, distribute or otherwise use such information without limitation. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded here.
18.) Choice of Law:
This Website is controlled, operated and administered by Provider from its offices within the Republic of South Africa. Access to the Website from territories or countries where the content or purchase of the products sold on the Website is illegal is prohibited. The User may not use this Website in violation of South African export laws and regulations. If the User accesses this Website from locations outside of South Africa, that User is responsible for compliance with all local laws. These Terms and Conditions shall be governed by the laws of the Republic of South Africa, and the User consents to the jurisdiction of the Cape Town High Court in the event of any dispute. If any of the provisions of these Terms and Conditions are found by a court of competent jurisdiction to be invalid or unenforceable, that provision shall be enforced to the maximum extent permissible so as to give effect to the intent of these Terms and Conditions, and the remainder of these Terms and Conditions shall continue in full force and effect. These Terms and Conditions constitute the entire agreement between the Provider and the User with regard to the use of the Content and this Website.
19.) Contact Information / Domcilium Citandi Et Executandi:
19.1 This website is run by PackNow (Pty) Ltd and is based in Kwa-Zulu Natal, South Africa trading as Silvery.
19.2 If you have any questions, queries or wish to request permission to use any part of this website, please contact us at:
Physical address: 26 Crassula Road, Unit 8, Cornubia, Durban
Email address: firstname.lastname@example.org
Tel: +27 31 569 4119
19.3 A copy of the ECT Act is available at http://www.internet.org.za/ect_act.html.
20.) International Duties and Taxes
For all international orders placed outside of South Africa, Silvery will not be held liable for import taxes and duties into your country. Customs policies vary greatly from country to country. Please research and understand the related charges you could be liable for prior to placing and ordering from Silvery.