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The most commonly asked questions you might have are answered on this page.
Q. I cannot type the "@" character / did not get verification email to complete my registration. Can you help me?
Certainly! Please email us your title (Mr. Mrs. Ms. Miss), full name, address (street, city, zip code and country) and telephone number; also company name & address (if you have one). We will handle your registration and send you a username and password.
Q. I have already registered, why is it that I cannot login to your website?
The registration process is completed in 2 steps:
Step 1. Enter your personal information on the registration page.
Step 2. Check your inbox and click the link on the email we sent you to confirm your email address and proceeded to fill in the form to complete your registration.
If you have completed both steps above and still cannot login to our website, please contact us at firstname.lastname@example.org
Q. Can I edit my email address?
No, your email address is your username and you can't change it.
If you need to change your email address, please let us know and we will change it for you.
Q. Can I change my billing/shipping addresses?
Yes, you can have up to 2 billing addresses and 5 different shipping addresses.
You can edit, add or delete billing and shipping addresses in "My Account" section.
Q. Are your prices wholesale or retail?
All prices in our website are wholesale prices, we actually do not sell to consumers but only to companies, business owners or resellers of silver jewelry.
Q. Is there a minimum order amount?
Yes. The current minimum order per invoice is 200 USD.
Additionally, we do have a minimum purchase quantity per design which varies from 1 to 5 pieces.
Q. How can I compare shipping costs?
You can compare the various shipping costs for the items in your shopping cart without commiting to the order in the following way:
1. Log in to our website, then click on the “Edit cart / Checkout” button,
2. Click the “proceed to chekout” button on the bottom of the shopping cart page,
3. Advance all the way to step 3; in this page the shipping cost for each shipping method available will be displayed by clicking on the option buttons next to the name of each shipping method.
4. Now you can go back to our homepage by clicking on the PLANET SILVER logo on top of the page to exit checkout without confirming the order. All your items will still be in your shopping cart.
You can always see shipping cost estimates in our shipping rates page.
Q. What if I want to buy large quantities of a specific item?
If you would like to order a quantity of 200 or more of any item please contact us for a quotation.
Q. When are you closed?
Please take a look at our Calendar page for more information.
Q. What if I accidentally ordered something I did not actually want? Can I return it?
If you have mistakenly ordered an item(s) please notify us immediately!
Please be aware that by making a payment to us, you thereby confirm the correctness of the Order Confirmation, the Order Amendment and the Invoice.
You are still able to return the item(s) to us, but you are responsible for the shipping costs.
Q. Is my package insured?
All packages shipped are insured to protect your jewelry during transport in case of loss or theft.
Q. What happens if an item is always out of stock?
You can still order it by placing the required out-of-stock MOQ in your shopping cart and confirming the order.
Just order it online or send us an email with your order.
Q. Is it possible to place an order that includes out-of-stock items?
Yes, you can place a production order.
When you order items that are not currently in stock, the system will split your shopping cart into two orders. One with the items available in stock and another one with the production order.
Please note that the system will calculate two shipping costs. Please let us know if you wish to consolidate all items into one package and ship it when everything in the order is ready.
Q. Can I modify my order?
Yes. Just send us an email with the modifications you wish to do.
Q. Can I place a sample order?
Yes. We can waive the minimum quantity per design on your first purchase.
Please select the products you like (in-stock only), fill in the minimum quantity per item and add them to your shopping cart. When you are done selecting jewelry copy your shopping cart contents and email it to us. We will manually edit your order to one piece/pair per item. Also, please indicate your chosen shipping method.
Unfortunately we cannot wave the minimum amount per invoice which is 200 USD. Please take this into consideration when you place your order so that you reach the minimum amount per invoice with only one piece/pair per product ID.
NOTE: Sample orders do not enjoy any promotional shipping rates. We will quote the shipping cost of your sample order after you have emailed us the list of items you wish to get samples for.
Q. How can I check the status of my order?
Q. How can I search your website for an item?
When you are logged in to our website you will find a “Search Jewelry” tab on the top right corner of the screen, click on it; a text box will be displayed where you can type your search terms, including model numbers.
Q. How do I know if you can ship to my country?
We do ship to over 230 countries and territories.
If you were able to find your country when you registered is because we are able to ship to your country.
Q. My tracking number is not working. What can I do?
Please allow 12 hours from the time you received our shipping confirmation email before you track your package.
If you still can't track your package, please contact us immediately.
Q. Do you offer any discounts?
Yes. You can enjoy discounts from your very first purchase.
Additionally, the system checks all paid orders within the previous 3 months each time you are placing a new order and when a certain amount is reached applies the corresponding discount.
For more information, please check our discounts page.
Q. Is all of your jewelry made with genuine 925 Sterling Silver?
All the jewelry we sell is made with 925 Sterling Silver.
NOTE: The Accessories section of our online catalog is the ONLY place in our online store containing jewelry without any sterling silver. All the materials are clearly stated in the description of each product.
Q. Are all of your products hallmarked "925"?
Most of the jewelry we produce is stamped 925, however all are made of Sterling Silver.
Products that do not have a stamp are usually those with insufficient space to place the stamp, but these are only a few.
If you require all items to be hallmarked 925 please let us know.
Q. Do you have a catalogue?
We do not have a printed catalogue of the products we sell as we often add/remove products and prices change frequently making it very difficult to maintain an offline catalogue/price list.
All the jewelry we manufacture is online with price, photos and descriptions.
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