Customer Services

What is Sterling Silver?
Sterling silver is a metal containing at least 92.5% silver. This is the legal standard of purity set by the assay offices in Britain and used for silver jewellery in Mexico. It means that the metal used is of a specific quality. Pure silver is never used, as it is too soft to be practical. All of our silver comes hallmarked .925

Jewellery Care
How to take care of my jewellery?
To take care of your sterling silver jewellery, polish it frequently with a soft dry cloth to avoid tarnish (I do not recommend the use of silver dip). Ideally, use an impregnated silver polishing cloth (available from Fairsilver on request) to ensure that your jewellery continues to retain its original lustre and shine.

We recommend you protect your silver jewellery by wrapping it in the Fairsilver fabric pouch you received with your jewellery. Store it in a cool, dry place, keeping individual pieces separate to avoid scratching. Try to avoid direct contact with chemicals, perfume, hairspray and deodorant.

Product Guarantee
Fair Silver 100% satisfaction guarantee.
All of our jewellery carries a full money back guarantee. Any item you order from us can be returned within seven days for a full refund or exchange. Please ensure that the goods are in perfect condition, unused and in their original packaging. Remember to include your name and address and whether you would like a refund or exchange.

Goods returned to us arriving damaged, or those lost in transit will not be credited. The delivery charge on the original order is not refunded.

Goods damaged in transit to you will be replaced at no cost with free delivery. Please inform us of breakages within two days of receiving the order.

Our products are guaranteed against manufacturing faults, but not misuse.

To maintain the condition of your jewellery remove when showering, swimming or when undertaking manual or domestic work.

Return Policy and Instructions
If you are not entirely satisfied with the goods you have chosen, please ensure you return them to us unused within seven days. We will be more than happy to provide a refund, or you can exchange them for alternative products. Please keep all the packaging materials and return the goods as they were sent to you.

Items returned to us that arrive damaged or lost will not be credited. The delivery charge on the original order will not be refunded.

Goods damaged in transit to you will be replaced at no cost with free delivery. Please inform us of any breakage within two days of receiving the order.

In order to return goods to us:
• Pack the unsuitable items back in their original packaging.
• Don’t forget to remove the previously used Royal Mail Recorded/Special delivery label from the front of the parcel.
• We strongly recommend you obtain a free receipt of postage from the Post Office as proof of postage, as we will not accept responsibility for parcels lost in transit.
• We will only refund return/exchange postage costs if the item returned is faulty.

Customer Service Contact Information

Delivery Information
The charge for standard postage and packing is £2.50. Our usual delivery time is 48 – 72 hours. If we receive an order on our website before 2pm we aim to despatch the order the same day. Delivery times may be extended during certain busy periods.

Please note all orders are delivered by Royal Mail and require a signature. Due to this we are unable to deliver to PO box addresses.

If you require a Next Day delivery service this can be selected at confirm and pay stage of checkout. For this service we charge an additional £2.00 on top of our standard delivery charge of £2.50.
Next Day orders placed Friday are delivered Monday and Next Day orders placed Saturday are delivered Tuesday.

Privacy Policy
We are committed to protecting your privacy; we will only use the information that we collect about you lawfully.  We collect information about you for two reasons:
1) To process your order.
2) To provide you with the best possible service.

This is the way we handle information:

Financial Information - We do not keep or store customer's financial information.

 Automatic Collection
Our Web server automatically recognizes only the visitor’s domain name (not the e-mail address) and records the visitors browser and platform type (e.g., Netscape browser on Microsoft platform).

Cookies are small amount of data delivered to your hard drive via a web browser to enable us to process your orders more rapidly and to provide a fast and easy shopping experience. We use cookies to record the visitors session information (such as the visitors shopping selections when ordering) and to record user-specific information on the pages the visitor selects for viewing.

E-mail Addresses
When a visitor gives us an e-mail address while placing an order, or when visitors send us e-mail correspondence, we retain the visitors e-mail address. We contact visitors by their e-mail address to confirm an online order, to respond to a senders e-mail query and occasionally to inform customers about new products and promotions.

Visitor-Keyed Information
We retain information provided by our visitor, such as registration information, transaction information (e.g. dates on which customers made purchases, amounts and types of purchases) and contact information (e.g. name, address, phone number). On request with verification, we will give the visitor a reminder with unique identifier information (e.g. customer password). Visitors also have the ability to correct inaccuracies in contact information and unique identifiers.

Mailing Addresses
If you request any information be mailed to your postal address, you will be placed on our mailing list and you may receive periodic mailings from us with information on products and promotions.

Telephone Numbers
Visitors who give us their telephone numbers online will only receive telephone contact from us with information regarding orders they have placed online.

We use industry standard encryption technologies when transferring and receiving customer data exchanged with our site server.

Environmental Policy
At Fair Silver, we take our responsibility to the environment very seriously. We try to achieve this in a number of ways.

We are very aware that the raw material for our products is mined, and there are inevitable environmental consequences to this activity. We have tried to minimize the environmental impact of this activity by selecting a mine that is very close to our producers, which minimizes the carbon cost of transporting the silver. In addition, we use a mine that has gained both the ISO14001 and Clean Industry certificates, which indicate their commitment to being as environmentally friendly as possible.

Wherever possible, we re-use any packaging that we receive. If you receive a package in a box which looks as though it has been used, it probably has! We also shred waste paper to pack out our parcels. Obviously if you use our gift packaging service, your gift will arrive wrapped in a brand new bag and box. If we are not able to re-use, then we try to use recycled products instead. Either way, we are very aware of the impact that excessive packaging has, and we try to keep it to a minimum.

All of our paper, catalogues and postcards are printed on recycled paper. We try to conduct as much business as possible electronically, using e-mail and PDFs where possible.

Carbon Emissions
Unfortunately, we have to use Air Freight to get our jewellery to the UK from Mexico, or you wouldn’t get your products on time! To offset the carbon emissions of the planes used to transport our silver, we donate directly to the Woodland Trust, a charity that plants trees across the UK. This is a fantastic way to make our country more beautiful, and to help offset our carbon footprint, for more details go to

“Very pleased to find such good quality jewellery at these prices, and ethically sourced – what a bonus!”

G. Davies, Wiltshire

“How nice to see that someone knows where their jewellery is produced, and who made it. It made the whole process of buying something so much more personal.”

M. Brown, Scotland

“I have found it a real struggle to buy affordable, good quality, Fairtrade Jewellery. Thank goodness for Fairsilver. I can now wear really nice jewellery, and stick to my values.”

P. Shortcroft, Devon

“My wife was delighted with the gift that you recommended to me. She is notoriously hard to please, and wears the bangle you provided all of the time. Thank you.”

Sir G. Harrold, Kent

“I used to wear only gold, but have been converted to silver since buying a set from you. I have lost count of the number of compliments that I have received. Please keep the new designs coming!”

M. Brown, Scotland

“How nice to see that someone knows where their jewellery is produced, and who made it. It made the whole process of buying something so much more personal.”

E. O’Brien, London

“Lovely designs, easy to wear, and at very reasonable prices.”

R. Gonzales, London

“Thank you for making Fairtrade jewellery accessible and really good quality, and what great prices! I particularly love your rings.”

W. Tregovern, Cornwall