Frequently Asked Questions

Please contact us directly at contact@ginzasilver.com

Be sure to include the following information:

1. Country of origin
2. Your first and last name
3. Telephone number
4. Email address
5. Any links to your social media pages

Your request will be processed directly by our Collaboration Department who will review it and contact you directly at their earliest convenience.

You can send us a message through our Contact Us page. We will be happy to assist you.

At the checkout page, to apply your promotion code, click “I have a promotion code”, enter the code, and click on “Apply”. Be sure that there are no additional spaces before or after the discount code.

Kindly note that only one promotion code is valid per order. A promotion code cannot be combined with an additional promotion code.

Shower water is generally fine - there aren’t any super harsh chemicals in our tap water that would react significantly with your sterling silver jewelry. The soap and water can even help wash away any residue from your skin and dirt in the air that can also cause your silver to look dull.

Pool water is not recommended. Swimming pools are usually treated with chlorine, and chlorine reacts with sterling silver. So depending on how much chlorine is in the pool, you’ll probably have to clean your silver with a silver polishing cloth if you’re swimming frequently.

Hot Tubs are not recommended. There’s even more chlorine in hot tubs, and it’s hot. Chemical reactions generally speed up at higher temperatures, so I’d

Whenever you order silver products from us, we send you a silver polishing cloth for free. Just rub it against the silver to polish it.

Yes, absolutely.

We offer sizing guides for our different product types (rings, bracelets, earrings, and pendants).

All Ginza Silver gold products that we sell are made of 18K gold (i.e. 18 karat).

All Ginza Silver silver products are made of sterling silver, meaning they are 92.5% pure silver.

Ginza Silver does not receive or store any payment information. All transactions are handled by Shopify's secure checkout. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

Your transaction and payment details are handled by Shopify's secure checkout, with secure encryption and under strict banking standards.

Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank – Including Ginza Silver.

The product prices featured on our website are displayed in USD.

Ginza Silver is not responsible for any discrepancies in currency values or
conversation rates that your bank or credit card company may use when purchasing
from our website. Should you have questions concerning this, please contact your bank
or credit card company.

We accept Visa, Mastercard, Amex, Discover, Diners Club, Maestro, UnionPay, Shop Pay, Apple Pay, Google Pay, Klarna..

All available payment options for your area will be displayed at the checkout page once you have entered the country of delivery.

Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return.

The product(s) must be sent back within 14 days of receiving it. However, it is not an issue if it is received at our warehouse after this period. It must be unused – in its original packaging with labels intact - and still in the same new condition as when the item was received.

If your return is approved, a full refund will be issued for your order. Once a refund is issued on our system, you can expect it to be visible in your account within 5-10 business days.

Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return.

We appreciate your understanding that, although we work as quickly as possible, it is possible that this process may take several business days to complete.

Kindly observe that Ginza Silver is not responsible for any items lost during the return shipping if you choose to return the package by yourself. Please contact us on our Contact Us page to receive the necessary details in order to make your return.

1. Go to our Contact Us page and fill out the form
2. Select "Return" as the Topic, provide a return reason, and submit your message
3. You will receive an email with your return instructions.
4. Return your order to us via any carrier

In the event that the product(s) is defective, the incorrect size, or the incorrect product, you are most welcome to send back your purchase for an exchange or store credit. Exchanges will be free of charge if we sent you a defective/incorrect product. If, however, we sent you the item you ordered, and you wish to exchange the product for a different size/color/model, you will need to pay for return shipping costs. 

If you need to exchange your product please email us at contact@ginzasilver.com with your order number and reason for exchange. We will then send you instructions on how to exchange your product. Once we receive your returned product and inspect it, you will receive your new order after 5-10 business days.

1. Email us at contact@ginzasilver.com
2. You will receive an email with your exchange instructions.
3. Follow the instructions
4. Return your order to us via any carrier

You have the right to return products purchased directly from Ginza Silver within 14 days of receiving the item(s) for a full refund. To be eligible for return and refund, product(s) must be either defective or incorrect, unused and in the original packaging with labels. Please read more about our return policy on our Return & Refund Policy page.

1. Go to our Contact Us page and fill out the form
2. Select "Returns" as the Topic, provide a return reason, and submit your message
3. You will receive an email with your return instructions.
4. Return your order to us via any carrier

Due to high volumes, you may not receive your order confirmation instantly. The order confirmation and/or your tracking information will be sent out to you via email within the nearest 48 hours. We kindly ask you to wait 48 hours to receive either your order confirmation or your tracking information before contacting us. In the events, you have been debited in your bank account, you can safely know that your order has been successful. We apologize for any confusion and thank you for your patience.

If you receive your package and it is not what you ordered, please contact us immediately. We will do everything we can to correct our mistake as quickly as possible.

Once the carrier has made their first delivery attempt to your address, you can contact the carrier's local office and ask them to deliver your package to your nearest carrier access point. Some may even allow you to arrange for your order to be dropped off at an access point at any time.

Your package will be delivered to a secure location where you can pick it up at your own convenience.

If you have received your Tracking Number, we urge you to contact the carrier's local office near you. The carrier will have more accurate information regarding the status of the delivery.

If you have successfully placed your order but not received your Tracking Number, please contact us and we will look into this for you immediately.

Yes, we can remove the invoice. Simply tell us to remove the invoice during checkout in the Order Notes section.

Nevertheless, a certificate of authenticity card is included with all of our orders. This document does not include any pricing information. We ask that you hold onto this card, as the information it contains will help us to look up your order in the event that the order needs to be returned or a warranty claim processed.

Within 7-14 days of placing your order, your package will be scanned at the carrier's
sorting facility. You will then receive an e-mail from us containing your package's
tracking information.

Yes — we provide free global express shipping on orders over $300 USD. Otherwise, shipping costs $30.

We use major carriers such as DHL, UPS, FedEx, as well as local courier partners.

It depends on where you are. Orders usually take 5-7 days to arrive after being shipped by the shipping carrier. Delivery details will be provided in your confirmation email.

Yes, we ship all over the world (except the countries listed below). Tax will vary depending on country, and will be added at checkout.

• Argentina
• Bouvet Island
• Christmas Island
• Crimea
• Cuba
• Heard Island
• Iran
• Libya
• McDonald Island
• North Korea
• Palestine
• Somalia
• Sudan
• Syria
• Turkmenistan
• Vietnam

All of our products are shipped from Hong Kong, because that's where our warehouse is.

If you wish to change your delivery address, please contact us within 12 hours of placing your order, and we will do our best to assist you in this matter.

In the event that we are unable to process the address change directly in our system, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address. Note that once the order has been dispatched and in transit, it may be difficult for the courier to change the delivery address.

In order to help you further, we would really appreciate if you could provide us with the following information :

• First and Last name,
• Company name (if needed)
• Street name and number
• Zip code and City
• Country
• Phone number and Email Address.

In the event you wish to cancel your order, please contact us.

You must contact us within 12 hours of placing your order, otherwise cancellations may not be possible, as your order may already have dispatched or in transit. If 12 hours has passed and you still wish to cancel your order, we will try our best to reach out to the carrier service and request that the package be rerouted back to our warehouse. but cancellations may be difficult at this point.

Once we receive the returned package, we will process the order, issue a full refund to your account, and notify you via email.

To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.

If you need any help, we strongly advise you to speak to one of our Customer Service Representatives by sending us a message on our Contact Us page.

Once an order is submitted, if it has not shipped yet, you may change the order.

If the package has shipped, we are unable to change the order, and we recommend you cancel the order and place a new order for your desired item(s) on our website at your own convenience.

We have several verification stages when customers place an order, this is done to provide our customers with the highest level of security.

If your order is successful, you should within the next 10 minutes receive an order confirmation via the e-mail address provided by you at the checkout page. If not, please contact us and we can assist you in this matter.