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Customer service
Product Descriptions and Prices
Every effort is made to ensure that prices shown are accurate at the time you place your order. If an error is found, Silvermoon will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling.
All items are offered subject to availability. If on receipt of your order, the item(s) you have ordered are not in stock, Silvermoon will inform you as soon as possible, giving you the option to have them placed on back-order for dispatch when returned to stock or cancelling your order. We will not process your payment until the item(s) are in stock.
Photographs
We have gone to great lengths to illustrate our products, but each image should be viewed in conjunction with the descriptive text and will, of course, be limited by the screen settings of your own monitor screen. If an exact colour match is vital, we recommend you contact us.
Gift Vouchers
If you can't decide on what to give that special person why not purchase a gift voucher. They are not redeemable for cash and are valid for 12 months.
What is 925 sterling silver?
925 sterling silver must have at least 92.5% of fine silver mixed with no more than 7.5% of copper or other metals. This formula is internationally accepted and it gives sterling silver the hardness and the tolerance to work with .
What is silver plating?
By nature of the metal, all sterling silver jewellery tarnishes and sometimes turns yellow or black. To give it an even colour sterling silver jewellery can sometimes also have a silver plate, and may have an anti-tarnish finish applied to protect the silver from tarnishing, but the content of the item is still 92.5% silver.
What is oxidized silver?
Sometimes silver jewellery items, like marcasite designs are made to resemble antique jewellery. Oxidising is a chemical process that produces a decorative film on the silver surface. The item is then hand polished and left with darkened areas where the polishing cloth cannot reach!
Payment
We ask for payment in advance of posting. This can be by credit card, via our secure shopping system. If you are shopping from outside New Zealand, your card company will convert the transaction into your own currency.
Security
We protect your on-line order information by using Secure Sockets Layer (SSL) technology. SSL encrypts all order information to avoid decoding of that information as it travels over the internet. You will be able to check the security of your connection by observing the bottom of your browser window after accessing the server. If you see a closed lock or an unbroken key (depending on your browser), then SSL is active. This can be double-checked by viewing the URL line of your browser. The first characters of the site address will change from 'http' to 'https' when accessing a secure server.
Delivery
Our Standard Delivery Service currently provides parcel delivery within 3 working days from receipt of payment to New Zealand residents. International Delivery is dependant on which country products are being delivered to.
(A working day is any day other than weekends and bank or other public holidays.)
How will my order be sent?
All New Zealand orders are sent by Track and Trace with NZ Couriers. Delivery can be to your home, work or Rural Delivery. All packages are sent with signature required unless the address is a Rural Delivery. If no one is at home when the courier delivers, a card will be left for you to contact the courier depot to organise re-delivery.
All Overseas orders are sent by DHL. Delivery can be to your home, work or Rural Delivery.
When will my order be sent?
If payment is made by Credit Card through our website your order will be dispatched within 2 working days. For New Zealand Customers we will email you with the tracking number when we dispatch your order, to confirm it is on the way. For Overseas customers we will email you once we have dispatched your order, to confirm it is on the way.
How long will delivery take?
For New Zealand customers parcels are sent by overnight courier. However, if you have not received it within 3 business days you should contact NZ Couriers with the tracking number we will supply you with at dispatch of your order. For overseas customers delivery could take up to 10 - 15 working days.
Postage & Packing
Postage and Packing charges are added to the cost of your order and displayed under your basket. They are calculated by destination. To see a summary of our Shipping charges, please click here.
The goods you order will be delivered to the address you give when you place your order. We aim to dispatch all orders within two working days, provided no additional security checks are required and all stock items are available. During busy times this time frame can increase.
If delivery cannot be made to your address for reasons under Silvermoons control we will inform you as soon as possible and refund or credit you for any sum that has been paid by you or debited from your credit card for delivery.
If you deliberately fail to take delivery of the order (otherwise than by reason of circumstances under control of Silvermoon) then without prejudice to any other right or remedy available to Silvermoon, Silvermoon may a) store the items in the order until actual delivery and charge you for reasonable costs (including insurance) of storage; or b) sell the items in the order at the best readily obtainable price and (after deducting all reasonable storage and selling expenses) account to you for any excess over the price you agreed to pay for the items or charge you for any shortfall below the price you agreed to pay for the items.
Every effort will be made to deliver the goods as soon as possible after your order has been accepted. However, Silvermoon will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, Silvermoon will inform you as soon as possible.