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G-SILVER RESPONDS TO YOUR QUESTIONS

 

Choose the topic of your question:

Before ordering  -  Processing orders -  After delivery  -  Other questions

 

 

Before ordering

Placing an order

> Add an item to your basket

By clicking on the green cart from the product list page, you can quickly add an item to your basket. From a product page, click on "Add to basket" then you will have the opportunity to continue shopping or access your basket. In your basket, you can modifiy quantity and check out.

> I don't want to place my order straight away

No problem, Your basket is saved. However, keep in mind that your products availability could change.

> Can I renew an order I previously placed?

Yes! To renew an order just go to your account, select 'My orders' and click on 'reorder'. However, keep in mind that your products availability could change.

 

Shipping

> Shipping informations

At G-silver.com we commit to deliver the available products in 10-12 days from the date the order is sent. You can choose from the following shipping options:

  • By post (For France only - collissimo), the goods will be delivered in 48 hours to 4 days depending on destination. A tracking number is available. In case the postman doesn't find anyone at the delivery address, the parcel will be taken to the nearest post office ready for dispatch.
  • By express courrier, the goods will be delivered in 24/48 hours depending on destination. A tracking number is available on the courriers website.

> Shipping cost

The shipment cost is automatically calculated by the website on the basis of the destination address and the value/weight of the parcel. Just enter the Country and ZIP/Post code in your basket and the cost will be calculated. No additional charges are debited by G-silver.com on shipment; charges are exactly the same as the ones debited by the courrier.

> How long does it take for the parcel to be delivered?

At G-silver.com we commit to deliver the available products in 10-12 days from the date the order is sent.

> Can I get my parcel delivered to an alternative address?

You can add alternative addresses on your Account at any time.

Products

> Choose your products

Simply click on the product you are interested in to access all the informations related to it. If you need more informations about a product, feel free to contact us at support@g-silver.com or on +33 (0)4 91 62 91 82 Monday to Friday from 9am to 5pm.

> Products availability

The availability of a product is accessible on the product page. Just click on a product to access the product page.

Discounts policy

> Discount types

We offer automatic discounts based on the volume of orders and type of products:

  • If you purchase over 150,00 € you will receive an automatic 5% discount on the finished products (Jewellery) and 3% on the semi-finished products (Silver findings and chains by meter).
  • If you purchase over 250, 00 € you will receive an automatic 7% discount on the finished products (Jewellery) and 5% on the semi-finished products (Silver findings and chains by meter).
  • If you purchase over 500, 00 € you will receive an automatic 10% discount on the finished products (Jewellery) and 7% on the semi-finished products (Silver findings and chains by meter).


> Bulk orders discounts

We also offer custom discounts on bulk orders. If you order over €1500 worth of products, contact us at info@g-silver.com or at +33 (0)4 91 62 91 82 to discuss special pricing. Prices can also be by gram.

Check-out and payment

> Payment methods

Three different payment methods:

  • Bank transfer
  • PayPal
  • Credit card

> How does bank transfer payment work?

G-silver will keep the order booked until receiving a bank transfer paying-in slip. The document must be sent by e-mail at info@g-silver.com no later than 10 working days from the order date. Otherwise the order will automatically be cancelled. G-silver will ship the parcel once the amount has been credited into the following bank account:

GEMO S.A.R.L.
Bank : BNP Paribas
Agency: Aix en Provence - Cours Mirabeau - France

IBAN : FR76 3000 4007 0000 0102 1647 389
BIC : BNPAFRPPAIP

> How does paypal work?

You just need to have a PayPal account and choose the PayPal paypal at check-out. You will proceed to payment directly through your Paypal account. You will be debited in the same currency as the account with an additional cost of 1.5% of the total amount of the order.

> How does the credit card payment work?

During the on-line transaction, all the financial data (credit card number, expiration date, ext...) will be automatically forwarded, through an encrypted protocol, to the bank. G-silver.com uses the Monetico platform by CIC Bank and accepts the following credit cards: Visa and Mastercard.

 

Processing orders

Order status

> Where can I find my orders details and follow my orders?

You can find all your orders details in your Account in 'My orders'. If you chose a tracked shippment, you will find it in the order confirmation e-mail we sent you.

> I haven't received my order confirmation, has my order been registered?

Once you placed your order, an order confirmation e-mail will be sent to you. If you haven't received it, check the spam of your inbox, the e-mail address you entered is wrong. If you have any problem, please contact us at support@g-silver.com or at +33 (0)4 91 62 91 82 Monday to Friday from 9am to 5pm.

> I haven't received my order yet

If the product was available when you placed your order, you will receive your parcel within 10-12 days following the order. If you have any problem, please contact us at support@g-silver.com or at +33 (0)4 91 62 91 82 Monday to Friday from 9am to 5pm.

> Can I modifiy my order?

To modify your order, please contact us at support@g-silver.com or at +33 (0)4 91 62 91 82 Monday to Friday from 9am to 5pm. If the order is being prepared, it will be possible to modifiy your order, but if the order has been sent no modification will be possible.

> I made a mistake and I would like to cancel my order, is it possible?

To cancel an order, please contact us at support@g-silver.com or at +33 (0)4 91 62 91 82 Monday to Friday from 9am to 5pm. If the order is being prepared, it will be possible to modifiy your order, but if the order has been sent no modification will be possible.

Shipping

> Can I change the shipping adress?

Once the order is placed, you can't change the address. The order would need to be canceled and reordered with a different address. If the parcel has already been sent you will need to contact the courrier.

> I haven't received my order yet

If the product was available when you placed your order, you will receive your parcel within 10-12 days following the order. If you have any problem, please contact us at support@g-silver.com or at +33 (0)4 91 62 91 82 Monday to Friday from 9am to 5pm.

> How much does the shipping cost?

The shipment cost is automatically calculated by the website on the basis of the destination address and the value/weight of the parcel. Just enter the Country and ZIP/Post code in your basket and the cost will be calculated. No additional charges are debited by G-silver.com on shipment; charges are exactly the same as the ones debited by the courrier.

Discounts

> I don't understand the discounts in my order?

The discounts on your order could be different because some products have greater discounts.
Here is how the discounts are applied:

  • If you purchase over 150,00 € you will receive an automatic 5% discount on the finished products (Jewellery) and 3% on the semi-finished products (Silver findings and chains by meter).
  • If you purchase over 250, 00 € you will receive an automatic 7% discount on the finished products (Jewellery) and 5% on the semi-finished products (Silver findings and chains by meter).
  • If you purchase over 500, 00 € you will receive an automatic 10% discount on the finished products (Jewellery) and 7% on the semi-finished products (Silver findings and chains by meter).

> Bulk orders

We also offer custom discounts on bulk orders. If you order over 1500€ worth of products, contact us at info@g-silver.com or at +33 (0)4 91 62 91 82 to discuss special pricing. Prices can also be by gram.
 

After shipping

Orders management

> How can I get an invoice?

To get an invoice of your order or any other document, please contact us at support@g-silver.com or at +33 (0)4 91 62 91 82 Monday to Friday from 9am to 5pm.

Comments

> I you would like to make a comment about shipping

Your comments help us improving our services. To make a comment, please send us an e-mail at support@g-silver.com

After sales service

> One of the items is faulty, what can I do?

You can return a faulty item for replacement only after having contacted our Customer Service.  Just send an e-mail to support@g-silver.com or phone +33 (0)4 91 62 91 82 Monday to Friday, 9am – 5pm. Please return the product by registered letter. Don't send it by standard post (without receipt). You must keep the receipt with you until the exchange or the refund has been completed.

Other questions

Products

> Are the products sold on G-Silver.com hallmarked?

Yes, all the finished products have the manufacturers hallmark which is mandatory for retailers. The items are also stamped 925 as warranty for the metal properties.

> Is the sterling silver pure?

All the products sold on G-Silver.com are warranted by the factory as «925/1000 Sterling Silver Jewels». In order to model sterling silver the producer has to create an alloy with other metals. The minimum quantity of sterling silver in the alloy has to be 925/1000.

> Is there a warranty for G-silver.com sterling silver quality?

G-silver conforms to the European quality standards respecting the directive n.92/27 which limits the nickel quantity in manufacturing silver items. G-Silver sterling silver is warranted by “925 Italy” mark.

> What is anti-tarnishing?

Anti-tarnish coating is a plating process that puts a barrier on silver to extend the products shelf life. The coating is non-toxic and hypoallergenic. This process is intended to help the merchant keep the silver jewellery clean longer and is not intended for the consumer. While the coating will extend shelf life (2 to 3 times as long), it does not guarantee that the silver will not eventually tarnish.

> How to avoid the oxidization of silver items?

Air can oxidise the silver changing its colours with yellow, blue or black hues. It must be frequently polished with a soft cloth. Spotted silver can be cleaned with dedicated products or with a soft cloth sprayed with water and bicarbonate of soda.

 

Website

> I can't see the website pages well

The website needs the last version of Netscape, Google Chrome and Firefox browsers or Internet Explorer version number 7.

> I want to make a comment/ask a question about the website

Your opinion and comments are important to us, they allow us to improve! Send us an e-mail at support@g-silver.com.

> I don't remember my login / I forgot the password

The login corresponds to the e-mail address you gave us during your registration, try to remember on which e-mail address you usually receive the order confirmations and try with that one. For any further information please contact our Customer Service by e-mail support@g-silver.com or phone us: +33 (0)4 91 62 91 82, Monday to Friday, 9am – 5pm. We will generate a new password for you which you will be able to change.

Customer area

> I don't want to receive the newsletter anymore

You can manage your newsletter subscriptions in your Account in "Newsletter subscriptions" and simply untick the newsletter box. You can also click on the 'unsubscribe' link at the bottom of a newsletter.

> How can I change my personnal informations?

You can change your personnal information at any time in your Account

 

Need more information?

Contact us at support@g-silver.com or call us at +33 (0)4 91 62 91 82 from Monday to Friday, 9am to 5pm.

 

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