Returns & Refunds Policy
Last updated: [16.03.26]
1. Overview
This Returns & Refunds Policy explains the circumstances in which items purchased from Of Earth & Silva may be returned or refunded.
All pieces are designed and produced by Fern Hockley-Telles, trading as Studio Silva Concepts.
Many pieces are handmade in small quantities or produced to order. As a result, returns are limited and subject to the conditions outlined below.
This policy operates alongside our Terms & Conditions.
2. Change of Mind Returns
Under the Consumer Contracts Regulations 2013, customers purchasing goods online usually have the right to cancel their order within 14 days of receiving the item.
If you wish to exercise this right, you must notify us in writing within 14 days of delivery.
Once cancellation has been confirmed, the item must be returned to us within 14 days.
Please refer to the points below, regarding the eligibility of items for return.
Customers are responsible for the cost of return shipping.
We strongly recommend returning items using a tracked or signed-for delivery service, as we cannot accept responsibility for items lost in transit.
3. Items Eligible for Return
Items may be returned if they are:
unused and unworn
returned in their original condition
free from damage, marks, or alteration
returned in original packaging where possible - Or, suitably packaged to protect them safely during the return shipping
returned back to the Of Earth & Silva studio within 14 days of your return request being approved by us
Please refer to the points below, regarding 'Return Inspection' and 'Return Shipping', for further details on the process of a return.
4. Non-Returnable Items
Due to the nature of our work, the following items are not eligible for return or exchange:
custom or commissioned pieces
personalised items
bespoke objects created to a customer’s specifications
made-to-order items where production has already begun
These exemptions are permitted under the Consumer Contracts Regulations for goods made to a customer’s specifications.
5. Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 7 days of delivery.
We may ask for photographs of the item and packaging in order to assess the issue.
To support quality control, we maintain dated photographic records of items during the packing process so that we can compare the condition of the piece before dispatch, with the condition reported on delivery.
If a product is confirmed to be faulty, we will offer an appropriate resolution, which may include:
repair
replacement
refund
This is provided in accordance with the Consumer Rights Act 2015.
6. Exchanges & Store Credit
Due to the handmade and limited nature of our collections, exchanges or store credit may be offered as an alternative to a refund where appropriate.If you wish to exchange an item, please contact us and we will do our best to assist where possible.If a replacement item has a higher price than the original purchase, the price difference must be paid before the new item is dispatched.If the replacement item has a lower price, the difference may be refunded to the original payment method or issued as store credit.Replacement items will be prepared and dispatched according to our standard production and shipping time-frames.
7. Jewellery Sizing Exchanges
If a jewellery piece does not fit as expected, we may be able to offer an exchange for a different size where available.
Sizing exchanges are subject to stock availability and the item being returned in unworn, original condition.
If the requested size is unavailable, a return and refund may be considered in accordance with the criteria outlined in this policy.
8. Handmade Characteristics
All pieces from Of Earth & Silva are handcrafted.
As a result, subtle variations in surface texture, finish, or form may occur. These characteristics are part of the handmade nature of the work and contribute to the individuality of each piece.
Such variations are not considered faults and therefore are not valid reasons for return or refund.
Customers are encouraged to consider this before making a purchase.
9. Natural Material Changes and Wear
Many metals, including silver and brass, naturally develop a patina or surface change over time.
This process is a normal material characteristic and not considered a defect.
Customers can maintain their pieces through regular cleaning and polishing. Guidance on caring for jewellery and metal objects can be found on our Jewellery Care page.
Natural patina, surface marks from use, or general wear over time are not eligible grounds for return or refund.
10. Return Inspection
All returned items are inspected upon arrival at our studio.
Refunds or exchanges will only be issued once the returned piece has been reviewed and confirmed to meet the conditions outlined in this policy.
We reserve the right to refuse refunds where:
• the item shows signs of wear or use
• the item has been damaged after delivery
• the item has been altered or tampered with
• the reported issue is determined to be a natural characteristic of the handmade process
11. Return Shipping
Unless an item is faulty, customers are responsible for the cost of return shipping.
Customers are also responsible for ensuring the item is packaged securely for return shipping to ensure its safety throughout the journey.
We recommend using a tracked and insured delivery service, as we cannot accept responsibility, nor issue refunds, for items lost during return transit.
12. Refunds
Once a returned item has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed to the original payment method within 14 days.
Original shipping costs are generally non-refundable, unless the item is faulty or incorrect.
Payments made through our website are securely processed via Stripe.
13. Contact
For any questions regarding returns or refunds, please contact: