FAQ
Can I shop in person?
Yes! You can shop Silfr jewelry in three BC locations every day of the week, at a store called Makers. They stock handmade products from tons of local artisans, and help us branch out to communities all over the province.
Gastown - 38 Water Street
Kitsilano - 1929 West 4th Avenue
Victoria - 909 Government Street
Do you ship for free?
Yes - all order over $150 ship for free to Canada and USA, with tracking number and insurance coverage equal to the value of items purchased.
If your order is less than $150, tracked and insured shipping is $10.
Do you ship outside Canada?
Yes! I ship my jewelry to Canada and USA.
Will I have to pay import duties?
For US orders, you may be charged duty on large orders. I am not responsible for any extra charges on your order. For information on how much duty you will be charged, please ask your customs office. They often have this information available online.
When will my order ship?
If the item you purchase is made to order, I always aim to ship within two weeks. High order volumes may sometimes impact this, and certain pieces take longer to make. Please send me an email or get in touch through any of my social media channels if you need a piece by a certain date.
What's the estimated shipping time?
Shipping within Canada: 3-10 business days.
Shipping to USA: 10 business days.
Can I pay for faster shipping?
There are faster shipping options available. Please send me a message and I can organize express or priority shipping and charge you the difference.
Can I pick up my order?
If you live in or near Vancouver, there is an ‘Organize Pick-up’ option at checkout which is free. When this is selected, I will contact you via email to schedule a time and place where you can pick up your order in Kitsilano.
What is silver clay?
I use silver metal clay in many of my pieces. I know, you’re thinking "Hold on, clay? I thought is was silver!” And it is.
Silver clay is made from recycled silver dust and a small amount of organic binder. The clay is cut, shaped, dried, carved, filed, sanded and eventually fired in an oven. During the firing process the organic binder burns away and leaves a solid sterling silver piece.
Are you taking custom orders?
No, at this time I am not accepting any custom orders.
What if my parcel is lost or damaged?
I am not responsible for lost, stolen or damaged packages. In the rare and unfortunate event that something happens to your order in transit, please contact me directly and I will file a claim with Canada Post. If you paid for tracking and insurance at the time of purchase, you will be offered a replacement or refund once the claim is processed.
Will my purchase be gift wrapped?
Yes! Your order will arrive beautifully packaged and ready to gift, making it the perfect treat for yourself or a loved one.
Can I change my piece for something else?
Yes, if a piece is still in its original packaging and is in the same condition as when it left my studio, you are welcome to exchange it for store credit within 14 days of receiving it. The credit does not expire and can be used to purchase a different size or item.
Gift cards can not be exchanged for cash.
Can I get a refund?
My business is a one woman show, and refunds can be a serious financial hardship. Please choose your pieces carefully before placing an order. If you have questions about a piece, or would like more photos, please reach out and I will provide them.
However, if you do want to return a piece and receive a refund, you can do so within 14 days of receiving it. Make sure the piece is in its original packaging and in the same condition as when it left my studio. A 10% restocking fee will be deducted from your refund to help cover part of my payment processing and shipping costs. I appreciate your understanding.
I will always make sure that your piece leaves my studio in perfect condition. Nevertheless, if you are not completely happy with your purchase, please contact me directly via email or through the form on my contact page. I will do all in my power to set things right.
Gift cards are non-refundable.
How do I request a return?
Please email anna@silfrmetalart.com or use my contact form. Tell me what you would like to return or exchange. When I have approved it, I’ll send you a shipping address and instructions on how to package your item to protect it in transit. You will need to cover the shipping.
Once I have received your return, I will send you a gift voucher equal to what you paid for the item, or issue a refund to your card.
Is there a warranty or repair policy?
Although my work is made to last a life time, sometimes things happen. All my jewelry comes with a 1-year warranty, with the exception of chains*. It covers any defects in materials and workmanship under normal use.
If your piece breaks, please send me an email at anna@silfrmetalart.com, including photos and a description of what has happened to it. Based on the damage I will decide whether to repair or replace your piece for free.
If I believe the item was damaged due to negligence, it voids the warranty. This decision will be made entirely at my discretion.
If it has been more than a year since the time of purchase, still get in touch and I can offer to repair your piece for a fee if possible.
*The warranty covers chains for 90 days. It’s rare, but sometimes a chain has a weak link and breaks for no reason. In this case I will replace your chain for free.
That said, I use fine chains for many of my smaller pendants, and how long they last mainly depends on how they’re worn. Removing your chain before sleeping and exercising will massively extend its lifetime!
If your chain breaks after more than 90 days, from a lot of wear, or snagging, you can message me to purchase a replacement chain.
Does your silver tarnish?
Fun fact: If it doesn’t tarnish, it isn’t real silver.
My work is made from sterling silver (.925). Sterling consists of 92.5% silver, mixed with a copper alloy for extra strength. The alloy in sterling silver causes it to tarnish over time as it comes into contact with things like chemicals, cosmetics or even just sulphur in the air. This is the case for all sterling silver, but with a few small tricks you can keep it bright and shiny for many years.
How do I care for my Silfr jewelry?
Simply remember that your jewelry should be the last thing you put on after getting ready, and the first thing to come off before showering, training, cleaning or sleeping. Avoid contact with makeup, perfume and hairspray. Keep dry and away from household chemicals.
Wear your silver often to keep it looking shiny. If you are storing your jewelry for a longer period of time, give the chain a quick wipe, and always store it in a sealed ziplock bag. Whatever you do, don’t leave silver on your bathroom counter for weeks on end!
I include a small zip lock bag and a polishing cloth with all orders, so you can care for your jewelry with ease.
How do I clean my jewelry?
If your jewelry has started to darken, a gentle dish soap, warm water and a soft toothbrush can do the trick. Once dry, carefully wipe the chain or pendant with a silver polishing cloth. You can also use a commercial silver polish by following the instructions for that product.
Note that any pendant with intentionally darkened surface areas (patina) must not be treated with any silver polishing compound. Simply use a silver polishing cloth to bring back its original shine. A polishing cloth will also remove patina, so be gentle, and avoid using it on any gemstones in your piece.
I have another question!
Please contact me directly by email or through the form on my contact page.
anna@silfrmetalart.com
To the shop!