Help and FAQ

Payment Methods

At the moment we are only accepting payment through the following methods:

Paypal

If you do not have a paypal account, you can create one here.

Credit Card

If you do not want to submit your card details online, please contact us to arrange a call to take your details over the phone.

Purchase Order

This option is available only to pre approved wholesale customers.

Shipping

We aim to dispatch every order as quickly, safely and in the most cost-effective way possible. All orders take 24 hours to process of receipt of payment. Order received on Friday, Saturday or Sunday, will be processed on the following Monday. Orders received on bank holidays will be processed on the following working day.

UK and Northern Ireland

Royal Mail Second Class Recorded Delivery

This is an uninsured delivery option that takes 2-3 working days for delivery. A signature is required upon receipt.

Royal Mail Special Delivery

This is a next-day delivery service (holidays and weekends excepted) which includes insurance up to £250 (additional insurance for orders over this value is also offered at a small fee). A signature is required upon receipt.

International orders

Royal Mail International Signed-For

We use the International Signed For service as standard, however we also offer standard Air and Surface Mail services (at buyer's request and understanding of the risks involved with using an untraceable service).

With the International Signed For service you will be advised of your delivery reference number upon despatch of your order and can track its progress.

International buyers should be aware that we are not responsible for local Customs charges or sales tax on international orders.

Returns

We hope that you are happy with your jewellery however if you are not we offer a 30 day no quibble money back guarantee.

1. Please contact us at admin@equestriansilver.co.uk before initiating a refund for a returns reference number.
2. If you cancel your order after the goods have been dispatched you are responsible for returning the goods to us.
3. The costs of returning goods to us shall be borne by you.
4. The goods are to be returned in their original packaging.
5. All goods must be returned to us at:
Unit 5 ILIFFE House
12 ILIFFE Avenue
Oadby, Leicester, Leicestershire
LE2 5LS.

Please refere to our Terms and Conditions for more details.

Hallmarking

As you can see, our jewellery is made from sterling silver, but what exactly does this mean? To be branded as such under the provisions of the Hallmarking Act of 1973, a piece must contain 92.5% pure silver and 7.5% of another metal, which means Sterling Silver is known as an alloy. Pure silver is a very soft metal, and if we made our jewellery out of it, it would quickly lose its shape. So a different metal is added to the silver to increase its durability, without reducing the beautiful look.

Our designers only use the highest quality 925 Sterling Silver (remember 925 = 92.5% silver), backed up by our British Hallmark where required by British law. The hallmark is a small punch stamped into the jewellery to guarantee quality. Hallmarks are normally stamped with 3 elements and ours consists of:

1. Our company hallmark EQU in a box
2. 925 in an oval – this indicates that it is sterling silver and imported
3. The Anchor symbol indicating the approved place of assay by the British Hallmarking Council as the Birmingham Assay Office.

Silver Care

No matter how good quality our silver is, it does still need some looking after, as it is still a precious metal which can become scratched without the proper care and attention. Remember to always clean your jewellery after exposure to salt water or chlorine to avoid corrosion. Why not pick up one of our polishing cloths to help keep your silver in tip top condition.