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#Frequently asked questions

Find the answers to your questions

Can I make payments in installments?
Yes, you may pay in three or six interest-free installments. Items will only be issued once payment has been received in full.
How do I add a promotional code to my order?
Insert the discount or coupon code during the checkout process and apply it before finalizing the purchase. The discount will be taken off the total order amount.
How long do I have to pay for my order?
You have 24 hours from the time you place your purchase to finish payment. Please keep in mind that stock cannot be assured until Proof of Payment is supplied.
What payment options are there?
Lay Buy (3 or 6 months)
How long does delivery take?
We process orders and distribute payments within 24 hours. The delivery will take place within 3-6 business days.
Can I make changes to my order?
Unfortunately you cannot change your order once payment has been received
Does Silverby-E ship internationally?
Silverby-E does not currently ship outside of South Africa.
My online order hasn’t arrived yet
We use DSV for the delivery of online purchases. If you have any queries in regard to the whereabouts of your parcel, you can track your item through DSV Use our here using your tracking number.
How do I know that my order is as the DSV Locker?
You will receive and SMS on your provided cell phone number.
What happens if I’ve missed the delivery of my parcel or did not pick it up within 24 hours from receiving the pin for the DSV locker?
If an order couldn't be delivered because our couriers were unable to reach you, or due to an incomplete or invalid address, we will try and contact you to arrange a second attempt at delivery. If we are still unable to successfully deliver your goods, we will return the parcel to our store and you will be contacted to make alternative arrangement Silverby-E reserves the right to charge additional shipping costs if these occur for example at unsuccessful delivery or refused acceptance
What delivery options to I have?
DSV door to door
DSV Locker
Why was an item canceled from my order and when will I receive a refund?
Unfortunately, we might need to cancel an item if we are unable to fulfil it from our store stock. Our teams do their best to source the item, but sometimes the stock available on the system isn't suitable for sale. If this is the case, we will reverse your payment or refund you for the item. The funds will be reversed and you will not be charged for the item. The funds will be released into your account within 3 to 10 working days. If you paid with an eGift card, we will replace your card within 10 working days.
Can I order over the phone?
No, Silverby-E cannot process orders or payments via phone
My item(s) is wrong, damaged or missing
Ensure you check your items against your order confirmation. If you have received the wrong item, your item is damaged or there is an item missing, please contact our Support Team at
How to clean your Sterling Silver jewelry?
The best way to keep your silver jewelry clean is by wearing is as often as possible. However, humidity and storing the silver can tarnish the piece, also known as oxidation, which will give the silver a darkish black color. There are several methods to clean your tarnished silver. A popular method is to use a liquid silver cleaner that you can purchase at a jewelry store (please read instructions carefully) You can also use a polishing cloth made especially for silver. Do not use toothpaste.
How do you care for silver jewelry?
Always handle your jewelry gently. Care should be taken to avoid exposing your silver to household chemicals when cleaning with bleach or ammonia, or when swimming in chlorinated water, as these chemicals can damage silver
How to store your Sterling Silver Jewelry?
If you have multiple pieces to store, each should go in its own separate bag to avoid the pieces scratching and damaging each other. Keep your jewelry in a clean and dry place such as a jewelry box or case that is lined with fabric. You can also wrap each piece individually in a soft tissue paper. Chalk has been known to naturally absorb moisture and chemical residue. Try placing a piece of chalk in your jewelry box, alternatively you can use the silica packs you typically find in shoe boxes or tablet containers. This will keep your jewelry moisture free and prevent it from tarnishing. Ziploc bags can also be used to keep your sterling silver from tarnishing, as long as you lock out the air. You can do this by placing the jewelry in a Ziploc bag, closing it halfway, and squeezing all the air out before sealing. Just make sure the bags you use don't contain abrasive materials. Avoid keeping your jewelry in a bathroom.
Is our Sterling Silver genuine?
All Silverby-E Sterling Silver meet the true fineness of 92.5% pure silver. Please note Sterling silver is still an alloy and 7.5% will be made of other elements. This collection should be avoided if you are allergic to Copper.
Where can I purchase a Silverby-E eGift Card?
Gift Cards can only be purchased online
Where can e-Gift Cards be redeemed?
Silverby-E Gift Cards can only be redeemed online
How does the e-Gift Card work?
Simply purchase an e-Gift Card online and enter the relevant details, and this e-Gift Card will be sent via email to the recipient.
What is the best way to contact Silverby-E?
You can send an email to and will receive a response within 3 working days
How do I reset my password?
You can simply reset your password by clicking “forgot your password?” and we will send you a temporary one to your email address. Once you are logged in with your temporary password you can create a new password for your account.