Frequently Asked Questions
Orders & Shipping
How do I track my order? Once your order has been shipped a tracking link will be sent to you via the email you provided at checkout.
How long does shipping take? After your order is placed and your payment is verified, please allow 72 hours for processing. After your order has been processed, allow 2-5 business days for your shipment to arrive.
What happens if I need to change or cancel my order? If you need to change or cancel your order, please email us immediately at info@definesilver.com. Unfortunately, after your order has been processed, we are unable to make any changes or cancellations. We can help you process a return or exchange once you have received your package.
Returns & Exchanges
What is Define Silver's return policy? We accept returns on items within 14 days of delivery. All returns are subject to a shipping and handling fee. Please ensure all items are returned in their original condition and packaging to be eligible for a proper refund.
How do I initiate a return or exchange? Please visit our return portal here.
How long does it take for my refund to process? Please allow up to 7 business days for your refund to appear back in your account once the refund is processed.
- **We monitor return activity for abuse and reserve the right to deny returns if, in our sole discretion, there has been misuse of our return policy (such as excessive returns, return of empty packages, reseller activity, or fraud).**
Products & Fit
Are the gram weights on the chains and bracelets exact? The weight of our products varies depending on manufacturing methods. We estimate the listed weight to be within a five-gram range.
Where does Define Silver get their silver from? Our 925 Sterling Silver is sourced directly from Italy.