Questions and answers

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 G-silver.com 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 from Monday to Friday from 8:30am to 4:30pm.

> Products availability

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

Loyalty program and discounts

> Loyalty program

Take advantage of preferential rates, your loyalty is rewarded with EXCLUSIVE PROMOTIONS : every time you order, you accumulate to get fixed discounts (from the cumulative total over the last 12 months).
Find out if you belong to one of the 4 groups of the Loyalty Scheme and follow your discounts by logging into your Account on the Loyalty Scheme page or by clicking on the coloured box next to your name on the top right hand side.

• If your cumulative total over the last 12 months exceeds 5.000 euros, you belong to the G-FOLLOWER group and you benefit from a -7% FIXED discount on your next orders.

• If your cumulative total over the last 12 months exceeds 10.000 euros, you belong to the G-FRIEND group and you benefit from a -10% FIXED discount on your next orders.

• If your cumulative total over the last 12 months exceeds 20.000 euros, you belong to the G-FAN group and you benefit from a -15% FIXED discount on your next orders.

• If your cumulative total over the last 12 months exceeds 30.000 euros, you belong to the G-LOVER group and you benefit from a -20% FIXED discount on your next orders.

> Discounts

Save with our discounts on all your orders, no matter the volume of your purchase, the discounts are automatic. Order and discover the discount you gained at the bottom of the basket.

• FROM 150 EUROS -3% ON ALL PRODUCTS (with the exception of products in the clearance category and customised items)
• FROM 250 EUROS -5% ON ALL PRODUCTS (with the exception of products in the clearance category and customised items)
• FROM 500 EUROS -7% ON ALL PRODUCTS (with the exception of products in the clearance category and customised items)

The two offers are not cumulative.
For more information visit the Loyalty Program and discounts page .

Check-out and payment

> Payment methods

Three different payment methods:

• Bank transfer
• PayPal
• Credit card

> How does bank transfer payment work?

We will keep the order booked until receiving a bank transfer paying-in slip. The document must be sent by e-mail at support@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 Crédit Agricole
IBAN FR76 1130 - 6000 - 9348 - 1345 - 3718 - 668
BIC AGRIFRPP813

> 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 from Monday to Friday from 8:30am to 4:30pm.

> 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 from Monday to Friday from 8:30am to 4:30pm.

> 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 from Monday to Friday from 8:30am to 4:30pm. 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 from Monday to Friday from 8:30am to 4:30pm. 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 from Monday to Friday from 8:30am to 4:30pm.

> How much does the shipping cost?

The shipment cost is automatically calculated by G-silver.com 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.

Loyalty program and discounts

> Which group in the Loyalty Scheme do I belong to?

Find out if you belong to one of the 4 groups of the Loyalty Scheme (G-follower, G-friend, G-fan, G-lover) and follow your discounts by logging into your Account on the « Loyalty Program » page or by clicking on the symbol at the top right next to your name.

> How can I discover the rules of the Loyalty Program?

You will find all the information on the Loyalty Program and discounts page , discover it and make the most of our advantages and preferential rates.

> How can I see what discount I got on my order?

Here's how our automatic discounts are calculated:

• FROM 150 EUROS -3% ON ALL PRODUCTS (with the exception of products in the clearance category).
• FROM 250 EUROS -5% ON ALL PRODUCTS (with the exception of products in the clearance category).
• FROM 500 EUROS -7% ON ALL PRODUCTS (excluding products in the clearance category)

The two offers are not cumulative.

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 from Monday to Friday from 8:30am to 4:30pm.

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 from Monday to Friday from 8:30am to 4:30pm. 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

> What is sterling silver?

Silver is a white precious metal extracted from minerals and widely used in jewellery. The price of silver fluctuates following the silver exchange rate on the global market.

There are different types of silver alloys on the market:

• - Silver 999 contains more than 99% of silver, it is extracted from bare minerals and sold to jewellers as a base to make an alloy. Pure silver being too malleable to be processed on its own, is often mixed with copper to make it harder.
• - Silver 950 contains 95% silver and 5% copper, this alloy oxidises easily when exposed to the air and tarnishes because of its high concentration in pure silver.
• - Silver 925 or "Sterling silver" contains 92,5% silver and 7,5% copper. This is "first title" silver and is most widely used in jewellery.
• - Silver 800 contains 80% silver and 20% copper, it is a sturdy alloy but it can tarnish easily and leave green marks due to its high concentration in copper.

In France, an alloy that contains at least 80% of pure silver is called "solid silver", it is the legal limit for the sale of silver jewellery.

All of our products are made of Sterling silver - Silver 925

>How do Hallmarks work?

In France, the manufacture and sale of precious metals is subject to strict regulations. Hallmarks are a guarantee of quality for the consumer.

There are different types of hallmarks:

• - The guarantee hallmark is used to inform the consumer of the quantity of precious metal contained in an alloy, that is to say, its title. For sterling silver, it is represented by a Miverva head in angular edges (see picture below). Pieces that weigh less than 30 grams are exempt of this hallmark. Only Customs and excise Administrations, their controlling institutions and authorised companies may legally stamp items with hallmarks.
• - The master hallmark is stamped by the manufacturer, it is represented by a unique design in a lozenge, it is a sort of signature. It is compulsory regardless of the weight of the piece. The manufacturer must get its hallmark registered at the customs and excise guarantee office.
• - The responsibility hallmark is stamped by the importer, it is represented by a unique design in an oval shape. It is compulsory regardless the weight of the piece if the piece is imported. The importer must get the hallmark registered at the customs and excise guarantee office.

> What guarantees the quality of G-Silver.com sterling silver products?

G-Silver respects the quality standards imposed by European directives, regulation (EC) n ° 1907/2006 known as the REACH regulation, which prohibits the use of nickel in the manufacture of silver articles. G-Silver's sterling silver is guaranteed by the 925 hallmark.

> How to clean sterling silver ?

Silver is a white shiny metal that oxydises, tarnishes and blackens naturally when in contact with air, humidity, sweat etc on the surface of the metal. It is a natural phenomenon, guarantee of the quality of the metal and proof that it contains pure silver. However, it is easy to clean to restore its shine and colour. To clean sterling silver, we advise you to use bicarbonate of soda and water or toothpaste to gently rub your piece of jewellery with a soft toothbrush. To restore its shine, you can rub it with a leather chamois or micro fibre cloth. You can also find specific silver cleaning products in shops but these products are corrosive and will damage the piece progressively.

> What is rhodium plating on sterling silver?

Rhodium plating is the process of galvanisation. A treatment on the surface of sterling silver using rhodium. It avoids the oxidation of sterling silver. It is possible to rhodium plate sterling silver in white or black rhodium.

> The obligations of precious metal trading

Under French law, every person who detains precious metals like gold, silver or platinium as part of their professionnal activities are obliged to make themselves known to the Administration et must file a statement of existence at the relevant Guarantee office, they must also keep a record ( control ledger ) of all transactions ( purchases, sales, reception and dispatching of gold, silver and platinium ) along with the identity and address of the person supplying the metals to the professional.

To know more, visit the french Customs website www.douane.gouv.fr

> What is anti-tarnish treatment?

Anti-tarnish is a production process that puts protection on the surface of the silver to prolong the life of the product. It is anti allergic and non-toxic. This process is intended to help traders keep silver jewellery clean longer. It does not have the same goal for the end customer. Although anti-tarnish extends the life of 2 to 3 times, it does not guarantee that silver does not oxidize.

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 from Monday to Friday from 8:30am to 4:30pm. We will generate a new password for you which you will be able to change.

Your account

> 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 informations?

Contact us at support@g-silver.com or at +33 (0)4 91 62 91 82 from Monday to Friday from 8:30am to 4:30pm.