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FAQ

Can’t Find Something on Our Website That You Fell in Love With in One of Our Stores?

Contact us with a detailed description of what you are looking for and we will do our best to find it for you.


Can I use the gift card I got in the brick and mortar store on your online store?

The store issued gift cards use a payment system that is not available for online purchases so entering the number on the card won’t work with the website. What we can do is if you email us the information on the gift card - the number and the dollar amount on it, we can redeem the card and issue an online gift card for the value of the card that can be used on the website. The card will no longer be available for in-store use. 


What is Your Exchange Policy?

If you're not madly in love with your purchase you can exchange it within 30 days of purchase at any one of our Metalsmiths Sterling™ Corporate Stores as indicated in the Where To Buy pages. Please note that Authorised Merchants are unable to accept exchanges purchased from Metalsmiths Sterling™ Corporate Stores or the online shop. As well, we are unable to accept returns of product purchased from Authorised Merchants. Just have your receipt handy and we will exchange the item or issue a store credit.

For online purchases, you have two options for exchanges:
You can bring the unworn item and your shipping order to any of our Metalsmiths Sterling™ Corporate Stores worldwide within 30 days of purchase. For a full list of store locations, check out our Where to Buy pages. Please note that Authorised Merchants are unable to accept exchanges purchased from Metalsmiths Sterling™ Corporate Stores or the online shop. As well, we are unable to accept returns of product purchased from Authorised Merchants.

Or you may exchange the items by mailing them to the Return Depot. Please contact web-sales@metalsmiths.com for details. Please note that unless we made an error in order processing, return shipping fees will apply. Shipping charges will automatically be deducted from your store credit. We do not offer refunds.

For hygienic reasons, body jewelry and earrings are final sale.


Cancellation Policy

Upon receipt of your order, you will receive an email confirming that we have received it and another once it ships. If you choose to cancel your order, you may do so without penalty at any point before the shipping notification has been sent. You will also receive an email if the price of an item is reduced between the time you have placed your order and the time of shipment or if your order will be delayed for any reason. Once your order has shipped it is eligible for exchange as above.


Can I Send My Jewelry in for Repair?

Metalsmiths Sterling™ will repair any piece of Metalsmiths Sterling™ jewelry. All of our jewelry bears at least one of our hallmarks of quality.

We don't work on any jewelry that is not ours because jewelry can be made from many different metals and alloys that react differently when heat is applied. We can't offer a guarantee of quality and workmanship on other jewelry, and we would hate to unintentionally damage your piece.


OUR PROMISE

We create our products-and our guarantees-with you in mind. If there is ever a problem, we'll make it right. Be sure to keep your proof of purchase so we can honour our promise to you.

Jewelry

We use the finest materials and master craftsmanship to bring you jewelry that's flawlessly beautiful. If you happen to find a defect, we'll gladly repair it. And if your jewelry can't be fixed, we'll replace it-with a smile. Our guarantee doesn't cover loss or damage due to bending, tarnishing, stretching, scratches, cracked ring shanks, broken or cracked stones or missing stones due to ring damage. But we'll gladly repair damaged items not covered by our guarantee for an additional charge.

Body Jewelry

We craft our body jewelry for beauty, strength and safety-and we guarantee that every piece is free from defects. Our guarantee doesn't cover stripped, cracked or lost parts (including but not limited to balls, shafts, stones and accessories). For obvious hygienic reasons, all body jewelry sales are final.

Handbags

All Metalsmiths Sterling™ leather, suede, canvas and PVC handbags are guaranteed for one year. We'll repair any defect in workmanship occurring under normal wear and tear within one year of date of purchase at no charge with the original receipt. After one year, we'll make repairs for a minimal charge.

Watches

With proper care, your watch will keep you on time for years. If you find anything wrong with your Metalsmiths Sterling™ brand or other designer watch within 30 days of purchase, simply bring it back to Metalsmiths Sterling™, and we'll handle everything. If you have problems with a non-Metalsmiths Sterling™ brand watch after 30 days, please send it to the manufacturer at the address in the booklet that came with the watch. You can also find manufacturer contact information at metalsmiths.ca. In all cases, the manufacturer's warranty applies. You're responsible for any shipping and handling costs. For repair of manufacturer defects, you can expect to receive your watch back within three to six weeks. Shipping expenses are the responsibility of the customer.

Sunglasses

Your new sunglasses are covered by the manufacturer's warranty when accompanied by your original receipt. Warranties don't cover cracked, broken, scratched lenses, bent frames, damage from abnormal or abusive use, lack of care, accidents, or normal wear and tear. All repairs will be handled by the manufacturer's authorized repair facility listed in the warranty book that came with your glasses. Shipping expenses are the responsibility of the customer.


Can You Help Me Set a Password and Create an Account?

Creating an account at Metalsmiths Sterling™ will allow you to shop faster and track your order. Contact us by email if you encounter any technical difficulties. We will happily answer any questions you may have.


Can I Buy the Jewelry I Want Over the Phone?

Unfortunately we cannot accept payments over the phone. The online store is very secure, safe and fast.


Where Can I Find Metalsmiths Sterling™?

Metalsmiths Sterling™ is located in retail boutiques and corporate locations across the globe with Metalsmiths Sterling™ Shop-in-Shop specialty locations around the world. Please go to our Where to Buy pages to find a retail location near you.


What About Price Changes?

Product pricing and availability online is valid only for web purchases: prices and selection in stores may vary.

Price and availability information is subject to change without notice.

While we take great care to ensure our advertising is accurate, mistakes may occur. When a mistake is noticed we will correct it as soon as possible and will notify customers who are affected. Where necessary, an order may be cancelled prior to shipping the product. All prices quoted are in the indicated currency.


Why is My Gemstone Not the Same Colour as the Picture?

All the gemstones Metalsmiths Sterling™ use are natural: the colour of the stones will vary.

Gemstones may appear to be different is the calibration of the monitor you are looking at. Each monitor will show colours slightly different than what the item looks like in person.

All gemstones are sourced solely through socially responsible suppliers able to demonstrate fair trade practices.


Can I Purchase a Pendant Without a Chain?

All Metalsmiths Sterling™ pendants are sold complete with a chain chosen to compliment the piece: you may choose your chain length on some pieces, but pendants are never sold without an accompanying chain.

Metalsmiths Sterling™ chains are sterling silver and feature our logo tag of quality and a secure lobster clasp.

Additional chains may be purchased.


HOW TO CARE FOR YOUR STERLING SILVER JEWELRY

Keeping your jewelry gleaming for years is easy. At the end of the day simply wipe your jewelry with our special silver polishing cloth. This cloth is treated with an anti-tarnish agent that cleans and polishes without damaging the metal or stones. Never place your jewelry in a liquid silver dip or rinse!


Over time silver will tarnish. That's just the nature of the metal and part of its beauty. Protecting your jewelry from things like chlorine (hot tubs, pools), bleach (cleaning products) and alcohol-based products (hairspray, shampoo, hand lotion, tanning creams) will significantly slow the tarnishing process.

Stingray Care

Keep the stingray clean of makeup, foundation and light soiling by rubbing it gently with a dry-damp microfiber cloth and the silver part with a polishing cloth.

To store your stingray leather items (or any leather items for that matter) it is always best to store them wrapped in the Metalsmiths Sterling™ pouch we package them in. At the very least, they should be stored in tissue, not plastic as plastic can dry it out.

Store away from heat and moisture.

As with any piece of Sterling Silver, avoid contact with chemicals, including chlorine, hand lotions and soap.

Remove before swimming, hot tubbing or bathing.

Drying your stingray product - If for any reason your stingray product gets wet, (rain soaked, dropped in water, etc.) do not add heat to it to speed up the drying process. Place the item on a dry surface, preferably on a piece of tissue paper and let it dry at room temperature naturally.

Leather Care

Keep the leather clean of makeup, foundation and light soiling by rubbing it gently with a dry-damp microfiber cloth and the silver part with a polishing cloth.

To store your leather items it is always best to store them wrapped in the Metalsmiths Sterling™ pouch we package them in. At the very least, they should be stored in tissue, not plastic as plastic can dry it out.

Store away from heat and moisture.

As with any piece of Sterling Silver, avoid contact with chemicals, including chlorine, hand lotions and soap.

Remove before swimming, hot tubbing or bathing.


RING SIZING

Please note that ring sizing is a matter of comfort, above all: finger sizes fluctuate throughout the day and with temperature.
Additional information on ring sizing is available here: we recommend you check the size of a ring you currently love to wear against our sizing. We recommend you print out the attached pdf if you need help determining ring size: we do not recommend attempting to size using a mobile device.

Please note that most of our rings are classified as:

Sizable up or down by up to two sizes in half size increments: if the size you need is not available and falls within 2 sizes up or down of a ring we do have, we can likely size it for you. Charges will apply: see additional information on our ring sizing service.

Sizable up by a half size: we can size the ring only up and only by about a half size: generally this is due to the detail on the piece and/or the setting of the stone. Charges will apply: see additional information on our ring sizing service.

Unsizeable due to material or design constraints, the ring cannot be sized: the listed sizes are all that are available.

You can find this information for each ring in the Sizing Information link on any ring description.


Additional Ring Sizing Advice

Temperature is Important

Don't measure when your body temperature is either too cold or too hot. A cold finger shrinks while a hot finger expands causing an inaccurate reading. Only measure when fingers are at room temperature.

When Two Sizes Seem to Fit

If you hesitate between two sizes, always go with the larger one.

A Wider Band Needs a Bigger Size

If you consider purchasing a wide band, move up a size from your measurement, for comfort’s sake.

Don't Use Strings

When measuring your finger, always refrain from using a string, they tend to stretch, which can result in wrong size. ALWAYS use a paper strip about 1/2" in width.

Big Knuckles Can Affect Your Size

If your knuckle is a lot larger than the base of your finger, measure both the base of your finger and your knuckle and select a size in between the two.

For Best Results, Use a Plain Band

Extra wide band styles tend to run slightly small. If you're borrowing a ring for sizing and it has a narrower shaft than the one you wish to purchase, you may wish to order a ring a size larger than the normal size worn. Also, large stone rings may cause the shank to lift up when laid on its side on the display, slightly distorting the size measurements.

Is There a Difference Between Sizes for Men and for Women?

No: ring sizes range in a continuous scale used for both men and women.


ENGRAVING

A piece of jewelry is transformed with a sentiment that comes from the heart. More than just a piece of jewelry, the ring becomes a symbol.
Not sure what to say? Our master engraver says that the more personal a message, the better. A line from "your" song, a quote from the movie you first saw together or something that means nothing to anyone but the two of you – think "ditto" from the movie Ghost. Initials, names & dates are always popular.
Many people are also choosing to get an engraving on items they purchase for themselves – a few words that bring hope or courage or inspiration.
Most Metalsmiths Sterling™ sterling silver jewelry can be engraved, but be aware that the smaller the space, the smaller the letters will be.
Please note that engraved sales are final and it is a good idea to confirm ring size.

Sizing Information

Ring Sizing Tips

Please note that ring sizing is a matter of comfort, above all: finger sizes fluctuate throughout the day and with temperature.
Additional information on ring sizing is available here: we recommend you check the size of a ring you currently love to wear against our sizing. We recommend you print out the attached pdf if you need help determining ring size: we do not recommend attempting to size using a mobile device.

Please note that most of our rings are classified as:

Sizable up or down by up to two sizes in half size increments: if the size you need is not available and falls within 2 sizes up or down of a ring we do have, we can likely size it for you. Charges will apply: see additional information on our ring sizing service available here

Sizable up by a half size: we can size the ring only up and only by about a half size: generally this is due to the detail on the piece and/or the setting of the stone. Charges will apply: see additional information on our ring sizing service available here

Unsizeable due to material or design constraints, the ring cannot be sized: the listed sizes are all that are available.


Additional Ring Sizing Advice

Temperature is Important

Don't measure when your body temperature is either too cold or too hot. A cold finger shrinks while a hot finger expands causing an inaccurate reading. Only measure when fingers are at room temperature.

When Two Sizes Seem to Fit

If you hesitate between two sizes, always go with the larger one.

A Wider Band Needs a Bigger Size

If you consider purchasing a wide band, move up a size from your measurement, for comfort’s sake.

Don't Use Strings

When measuring your finger, always refrain from using a string, they tend to stretch, which can result in wrong size. ALWAYS use a paper strip about 1/2" in width.

Big Knuckles Can Affect Your Size

If your knuckle is a lot larger than the base of your finger, measure both the base of your finger and your knuckle and select a size in between the two.

For Best Results, Use a Plain Band

Extra wide band styles tend to run slightly small. If you're borrowing a ring for sizing and it has a narrower shaft than the one you wish to purchase, you may wish to order a ring a size larger than the normal size worn. Also, large stone rings may cause the shank to lift up when laid on its side on the display, slightly distorting the size measurements.

Is There a Difference Between Sizes for Men and for Women?

No: ring sizes range in a continuous scale used for both men and women.


Chain Selection

Our pendants are sold with a Metalsmiths Sterling™ chain with a secure lobster clasp and logo tag of quality - the price includes a chain selected to best coordinate with the pendant. For most pieces, the standard length is an 18" chain, but more petite pieces may include a 16" chain and larger pieces may include a 20" chain: you can select your preferred length for any pendant upon purchase.

As a general guideline, 16" chains are considered choker length - pendants on this length of chain tend to sit near the base of the throat: 18" is standard or classic length, and usually lets the pendant rest near the collarbone or clavicle, above the collar of most shirts. 22" - 24" chains tend to sit a little lower, but still above the chest. 28" - 36" chains usually result in the pendant resting below the bust line and make for a more dramatic statement. The actual fit will vary from person: this is only a general guide.