FAQ

Company information

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Where is SILENTUS from

SILENTUS is based and incorporated in Stockholm, Sweden.

Why is everything in English if you're from Sweden

Although we are based in Sweden, we deliver towards the broader European and global market where English is the lingua franca. Our small team also consists of persons with international backgrounds (e.g America, UK, Australia, Spain etc) making English our natural company language.

Shipping

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How long is the shipping time

Shipping time varies depending on where the item is going to be shipped. See below:

Sweden 1-2 days

Denmark, Norway, Finland 2-4 days

Rest of European Countries 2-6 days

Asia 5-9 days

Australia, New Zeeland 6-9 days

USA, Canada 3-7 days

Africa 6-9 days

South America 6-10 days

Can i track my order

Yes, all orders can be tracked. Once your order is confirmed, we promptly pack and prepare it for shipment. You will receive a separate email with a tracking number to monitor its progress.

We aim to pack orders within 1-2 business days. If you haven't received the tracking email or have any concerns, please contact our customer support team.

Where do you ship from

We ship all items from our warehouse in Sweden with tracking number sent to your email

What is the shipping cost

We offer free shipping on orders over 599SEK / 52€ / 56,5$
Orders below, we charge 69SEK / 6€ / 6,5$

Where do i get my order confirmation

After placing an order with us, you should receive an order confirmation email. If you cannot find it in your inbox, we recommend checking your spam or junk folder, as it may have been filtered there by mistake.

In case you still cannot locate the order confirmation, please reach out to our customer support team, and they will be happy to assist you in retrieving the necessary information.

Why is my order delayed

We sincerely apologize for any inconvenience caused by the delay in your order. There are several potential reasons for this delay, such as an unexpectedly high order volume or issues with the postal courier responsible for delivering your package.

Our team is actively addressing these challenges to expedite the fulfillment process.If you're experiencing a delay in receiving your package, we recommend reaching out to our customer support team at your earliest convenience.

Size

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I dont know if SILENTUS jewelry will fit me

Follow the below instructions :

1. Place a measuring tape on a table
2. Take a string/ribbon. Use the measuring tape to measure the string/ribbon
3. See product description for jewelry size
4. Place the tape/ribbon aorund your neck, arm or finger to check fitment.

Where do i find the product(s) size

Se size description on each product for exact measurement

What do SILENTUS mean with multisize

Necklace: Our necklaces can be used by everyone and is designed with a normal size that can fit anyone.

Bracelet: Bracelets also include an extension chain which can be extended with 2 CM (1").. See product description for exact measurement.

Cuff bracelet & Ring: To adjust the size of the ring or cuff, simply open it up and bend it until you achieve the desired size. 

If you want a regular size, we suggest opening the cuff/ring and bending it to fit your finger when you wear it. 

If you want a smaller size, we advise bending it when you are not wearing it for more pressure.

RETURN AND EXCHANGE

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What is your return policy

  • When you order from our website, you always have the right to return your purchase within 14 days from the day you received it. 
  • The product(s) must be unused and in the same new condition as when it was received. 
  • The product(s) must also be in its original packaging, with intact labels. 

How do i request a refund

  1. Request a refund or exchange by contacting support@silentusjewelry.com with your order number.
  2. You will receive an email containing detailed instructions on how to return your item(s) based on your location. All returns will be sent to our warehouse in Stockholm, Sweden
  3. Securely package the relevant item(s) and send them to us as per the provided instructions.
  4. Once we receive your return, we will process it within 10 business days. The refund will exclude any delivery costs incurred.

You may return your purchase within 14 days of receiving it. Provided that the jewelry is in the same condition as you received it. You must return your item with its original packaging. For exchanges, we will ship the new item(s) at no additional cost. You will be responsible for the costs of returning the goods. The request for a refund or exchange will be processed once the warehouse confirms receipt and handling of the returned item.

If you are exchanging your item for a product of greater value, you will be required to pay additional fees to cover the cost of the new item. If you want a product at a lower value, we will refund the difference.

Can i exchange my product(s)

Yes you can.
For exchanges, we will ship the new product(s) at no additional cost. You will be responsible for the costs of returning the goods. The request for a refund or exchange will be processed once the warehouse confirms receipt and handling of the returned item.

If you are exchanging your item for a product of greater value, you will be required to pay additional fees to cover the cost of the new item. If you want a product at a lower value, we will refund the difference.

When do i get my refund

We will refund you as soon as we have received and processed your return.

What do i do if i received a faulty product

We always try to solve complaints regarding faulty products the easiest way possible. Contact our customer service team via email, support@silentusjewelry.com with your order number and pictures of the faulty product.

The problem you’re experiencing with your product must be due to a manufacturing fault.

payment

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What payment methods can I use

We currently accept Visa, Mastercard, Maestro, American Express, Klarna (selected countries), iDeal (Netherlands), Bancontact, Apple Pay and Google Pay.⁣

At SILENTUS, we never directly handle payment information. Instead, all transactions are conducted safely and decrypted through trusted partner banks and payment processors.

other

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Is the Silentus text on both side of the pendant

Only one side of the pendant

How and when can i contact customer support

We provide support on weekdays from 7 am to 7 pm.
Closed on weekends.

Warranty

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What is not covered under the lifetime warranty

The lifetime warranty does not cover damage resulting from accidents, misuse, or normal wear and tear.

How do I make a warranty claim

Please contact our customer support team at support@silentusjewelry.com with your order details and a description of the issue. We will guide you through our fast and easy warranty claim process.

Do you offer a lifetime warranty on your jewelry

Yes, we stand behind the quality of our products. Our lifetime warranty covers any manufacturing defect that may occur. You are eligible to a one time replacement of your purchase or a refund.