Frequently Asked Questions

We've attempted to answer the most common questions we receive, but should your answer not be found here, please email your questions to info@arcanasilver.com or use the contact form on our site.

Contact Us

Payments

What forms of payment do you accept?

Our shop accepts most major credit cards and PayPal.

Will I be charged sales tax?

Arcana Silver is located in the state of New Hampshire. State and federal laws do not require items to be charged sales tax.

Shipping & Packaging

What shipping carriers do you use?

We use USPS and UPS, and local courier partners. You’ll be asked to select a delivery method during checkout.

How long will it take to get my order?

Ready to ship items are mailed within 3 business days. Made to order and out of stock items can take up to 6 weeks to ship, although we strive to get products out as soon as possible.

You will see if your purchase is 'made to order' or 'ready to ship' in the information within the listing. 

Custom pieces have a variable timeframe. I will work with you to determine the complexity of the design and the amount of time it will take to source materials and fabricate.

Our default shipping is USPS First Class, which typically takes 3-5 days, and is free on all domestic orders over $100. Expedited shipping is available at checkout for an additional fee, and free on domestic orders over $250. 

Tracking is included on all orders. You will receive an email with your tracking number.

If you have a special time restraint, please contact me directly via e-mail at info@arcanasilver.com, or DM me on Instagram. We can discuss details there and I will do my best to accommodate your needs.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

 

Duties and taxes are not included in the total at checkout.  They are determined by the customs agency within the destination country.  Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. If the package is refused and returned to us we will refund the amount minus a 25% restocking fee.

How will my jewelry come packaged?

Your items will arrive in a box with free polishing cloth and care card. Items from multiple listings may be combined in a single box unless otherwise specified.

Please contact us if items are purchased as gifts or you'd like individual boxes/bags for each item.

Eco Policies & Sourcing

What types of practices are in place to be more eco friendly?

We use environmentally-friendly 100% recycled/recyclable packaging. All plastics used in shipping are re-purposed.

Our paper gift boxes are recyclable. Our velvet gift boxes are meant to be reused or kept for storing your jewelry when not being worn. 

Our studio recycles and reuses packaging whenever possible. Plastic bags from orders are used to store items. We recycle all precious metals (gold and silver) in-house or by sending to a refinery. 100% of our precious metal scraps are recycled and reused.

Where do you get your materials?

We ensure ethical sourcing of our stones. We work with US based small-scale distributors and use USA mined stones whenever possible. For stones that can only be mined internationally, we ensure that they were sourced using ethical practices.

We source all of our metals from the United States. Most of our metals are from recycled fine metals to minimize the impacts of mining.

Can you reuse my heirloom jewelry?

Using client sourced materials will be considered on a case-by-case basis.

While we support using certified old-stock or vintage cabochons, the quality and consistency of outside sourced materials doesn't always meet our standards. We stand by the quality of our work and ethical sourcing practices.

We are not able to refine metal jewelry or scrap in house.

Returns & Refunds

Can I return my product?

We always aim at making sure our customers love our products, but if you do need to return an order, we’re happy to help. We accept returns within 30 days of purchase. You can start a return using the 'Start a return/exchange' link in the footer.

Custom orders, sale items, and gift cards are not eligible for a return, but we will try our best to work with you to resolve any issues. Please email us at info@arcanasilver.com with any questions or concerns.

I will accept cancellations within 1 hour of your purchase if you change your mind or accidentally place an order. Simply email info@arcanasilver.com or send a DM on Instagram.

Jewelry Care & Repairs

How do I care for my jewelry?

It is normal for your jewelry to develop patina over time. The best way to prolong and clean your jewelry is to use a clean, soft, microfiber cloth to gently remove fingerprints, dirt, and oils. These are provided with most purchases.

Avoid using any harsh chemicals as these can damage the surface of any stones and potentially remove the polish on your piece.  Removing your jewelry before sleeping, showering or participating in any rigorous activities is also recommended. Keep jewelry in a dry place (not your bathroom), preferably in a box or bag to minimize airflow.

What if my jewelry needs cleaning?

You can mail your jewelry to us for cleaning for a flat rate of $15. You are responsible for shipping costs both ways.

Please email info@arcanasilver.com for cleaning requests.

What if my jewelry needs repairing?

We will consider repairing your jewelry on a per-case basis and will do our best to help with repairs, however please note that not all jewelry is repairable.

If a repair is possible we offer assistance within 1 year of purchase and may be subject to a repair fee. If a repair is not possible we do offer recycling and can help with a replacement if needed. 

Should your piece need repairing due to an error or defect on our end, we will make the necessary repairs for free up to one year after purchase date.

For all repair inquiries, please email info@arcanasilver.com. Please include your name, photo of the damage, description and proof of purchase or original order number. All repairs are subject to shipping charges. We will do our best to help you. We reserve the right to deny unreasonable repairs and exchanges.

Sizing & Personalization

How can I make sure my jewelry will fit?

We now offer affordable ring sizers in the online shop. If you do not know your ring size, using an at-home sizer ensures an accurate fit. We do not recommend printed sizing guides or string methods to due to inconsistencies in results. If you're unable to purchase a ring sizer from us, many local jewelers offer free in-person sizing.

Ring sizes are based on the knuckle. Depending on your finger/knuckle ratio, rings may spin on your hand and that's ok. Each finger tends to have a different size, and one hand tends to be slightly larger than the other. Finger size can also change throughout the day depending on temperature, diet, weather, etc. To ensure the best fit, measure your hands towards the later part of the day, and make sure they are not cold. 

Ordering the correct ring size is very important. Due to the restrictions of the materials and the handmade jewelry making process, most Arcana Silver rings cannot be resized after fabrication.

You can size yourself for a bracelet by using a flexible measuring tape and finding the circumference of your wrist or hand. Measure above the wrist bone on the smallest part of your wrist for cuffs, and at the fullest part of your hand for bangles.

Bracelets and cuffs can be slightly adjusted by shaping for a proper fit. When you first wear it, you can shape it once, but please don't continue to bend or shape it after the initial fit as it can weaken the metal.

When choosing a necklace length, either measure a piece of jewelry that you already own or use a string to determine your desired length. Our necklaces come with 2" extenders. Size is measured from the clasp to the beginning of the extender. The extender adds additional length.

What if my jewelry doesn't fit?

Items purchased from the online store can be returned within 30 days should they not fit right.

We can resize some of our jewelry, but certain designs cannot be resized. We will work with you on a case-by-case basis to figure out the best way to ensure your jewelry fits perfectly. 

Reach out to us at info@arcanasilver.com or send us a DM on Instagram and we will give our recommendation on how to make your piece perfect for you!

Can I get my jewelry personalized?

Many of our products can be customized. All options are outlined on the product page, so look out for customization options there.

Can you make a product in a different metal?

Many of our products can be custom ordered in the metal of your choice. For example, many gold fill pieces can be recreated in solid 14k or 18k gold, white gold, or rose gold.

If the metal you desire is not listed, please reach out to us at info@arcanasilver.com and we will do our best to accommodate your request! We are happy to offer free quotes for metal upgrades.

We currently do not work with platinum.

Do you make custom designed jewelry?

We consider customs on a per case basis, depending on your desires and our capabilities and availability. Please reach out to info@arcanasilver.com with custom inquiries.

General

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