General Information
Jewelry Product & Design Information
Ordering & Shipping Information
Misc Information
Wholesale Information
Contacting Sentimental Silver
The very best way to
contact us is by email. We do our best to return all emails within 24 hours. We can also be reached by phone at 602-317-7796. Please allow 24-48 hours for calls to be returned. Because the majority of our pieces are custom made with your special names, we do require that you send us your personalization instructions in writing - by email, online ordering or fax, to assure that we get the correct spelling for your piece. Our fax number is 602-325-3503.
Our Jewelry
All orders are handmade by Christi Johnstone, owner of Sentimental Silver ®. Because our pieces are handmade after you order, it typically takes 2-3 weeks to create your custom piece prior to it shipping. Around holidays and during the summer, pieces can take 3-4 weeks. We do our best to get our pieces made as quickly as possible. However, we do not use premade silver charm blanks in our pieces, instead we create each piece ourselves from a pure silver (99.9%) clay, which is a more time consuming process. We feel this provides you with a truly unique piece that is one of a kind, that you will treasure for a lifetime.
Are your pieces made of sterling silver?
All of our personalized pendants are made from pure silver (.999). Our chains, findings and picture frame charms are made from sterling silver (.925).
How are your products made?
Our personalized pure silver pendants are created entirely by hand by jewelry artist Christi Johnstone. All of our personalized products are one of a kind. No two pendants will be identical in shape and letters will not be perfectly aligned, spaced or colored. We feel this adds to the character and uniqueness of our products. Variations should be expected, and not considered flaws. Our pendants are not stamped from sheet metal or premade pendant blanks as some on the market are, so please expect a more organic looking product. The back side on our single sided pendants will not be as flat/smooth as the front side, though they are polished and shined, the same as the front.
Can I send my necklace back to you later to have you add an extra name?
No, we are unable to add additional personalization at a later date. Because our products are personalized prior to being fired in a kiln, we cannot add personalization after the product has been kiln fired.
How big are the pendants?
Click Here to view a size comparison
photo of our products.
Can my pendant be personalized on both sides?
Some of our products are offered as double sided pendants. We currently offer squares, rounds and rectangles double sided. If you have a specific product you would like made double sided, that is not listed, please contact us and we can discuss some design options. Our Sparkle Line products cannot be made double sided.
I would like to have two different shape pendants on one necklace, how do I order this?
You will first want to order one shape as your “base” necklace, with a chain, by selecting your chain length in the “SELECT NECKLACE” drop down box. After ordering that necklace, go to the product page for the additional pendant you would like on the necklace, and order it with the “NO CHAIN – CHARM ONLY” option in the “SELECT NECKLACE” drop down box. This will remove the chain from the second pendant, which will be reflected in the pendant’s price.
What color birthstones do you use?
Please
see the list of our available birthstone
colors.
I would like to order a pendant without a chain, and wear it on a necklace I already have. Can I do this?
Certainly. Simply order your pendant with the “NO CHAIN – CHARM ONLY” option in the “SELECT NECKLACE” drop down box, which will remove the chain and deduct it’s cost from your order.
I would like to order a picture frame charm. Do you insert the photo or do I?
You can insert your own photos or we can take care of that part for you for a $10 service fee. If we are to insert your photos for you, please email them to us. We will crop the photo for you, so you do not need to crop the photo in advance. If the photo is of more than one person, please indicate if you would like everyone in the photo to be in the charm, or just a specific individual.
Are your picture frame charms permanently sealed?
Our photo charms are not permanently sealed, so that the photos can be taken out and changed in the future.
How do I care for my jewelry?
Silver jewelry may tarnish or lose it’s shine over time. This is a natural process caused by oxidation and wear. Tarnish does not damage the silver and can easily be removed by rubbing the piece gently with a soft polishing cloth. If used regularly, a polishing cloth can keep tarnish from building up. Do not wear your piece while bathing, swimming, doing dishes, cleaning with chemicals, or anything else where the jewelry would come into contact with abrasive soaps or chemicals. When you are not wearing your silver pieces, store them in the pouch that your jewelry arrives in.
I have an idea for shape or design that I do not see offered on your website. What can I do?
Please feel free to contact us to discuss custom design options. One of the best things about our handmade pieces is that we have a lot of flexibility in our design process and can work with you to create a custom piece all your own.
Warning Choking Hazard
Please keep beads and other items away from small children who might ingest them. While each piece is handmade to be heirloom quality and is closely inspected, no piece of jewelry can be guaranteed to never break. In the unlikely event of a breakage, pieces can be a choking hazard. Jewelry is not a toy, and children, especially those under age three, should always be closely supervised while wearing their jewelry. Children should never sleep or swim in jewelry. We want your special girl to be fashionable and cute, but we also want her to be safe, so please follow these precautions.
I do not want to place my order online, is there a different way I can order?
We also accept orders by fax. You can
download our order form here. In order to assure that we have the correct personalization for your order, we need all orders in written format, either via our website shopping cart, or by fax.
What forms of payment do you accept?
Sentimental Silver accepts Visa, Master Card, Discover and American Express. All payments are processed securely through our credit card processor ProPay. All prices quoted are in US Dollars. No order will be shipped out until your credit card payment has processed. This can take up to three business days. Please contact us if you have any questions.
How long will it take to receive my order?
All orders require an estimated 2-3 weeks production time from when order is received, prior to shipping. If your order does not include all personalization details, we will contact you to obtain these. This will increase the production time on your order. First class mail can take anywhere from 3-10 days, and priority shipping typically takes 2-4 days.
I do not live in Arizona but I am requesting my bag to be shipped to a California address, will my order be taxed?
No, sales tax is only applicable for Arizona residents.
Refunds?
Due to the personalization of our products, we do not offer any refunds.
ALL SALES ARE FINAL and there are no refunds or exchanges. Orders cannot be changed or canceled once they have been placed. We cannot assume responsibility for mistakes made when ordering, or for changed minds. Please double (or triple) check the personalization before submitting your order. Your order is created just for you, and cannot be resold to any other customer. Any replacements or remakes due to ordering mistakes will be processed as a new order at your expense. If you are unsure of anything when placing your order, please contact us. In the event that an item arrives damaged, please contact us and we will arrange to replace the item for you after the original is returned to us.
How does my order get delivered?
Orders are sent via United States Postal Service. We offer free first class shipping, though we highly recommend priority shipping.
What type of packaging do you offer?
All orders that are sent priority shipping will come in a jewelry pouch that is tucked inside a chocolate brown gift box and finished off with a bow. Perfect for gift giving! Items sent via free first class mail will be shipped in our jewelry pouch, which is perfect for storing your piece in.
Can you send my piece as a gift?
Certainly! We love when our customers give the gift of Sentimental Silver. Please select our Priority Shipping option, which includes our gift packaging, and also let us know if there is a special message you would like to have included with you order.
Can you rush my order?
We do offer a rush service for an additional $50 fee. Rush orders will require one week production time prior to shipping, compared to the standard 2-3 week production time. Due to the handcrafted nature of our product, we can only accept a limited number of rush orders. Please contact us for availability.
Discounts do not apply to our $50 Rush Fee.
If I pay for the Rush Fee, do I still need to pay for shipping?
The Rush Fee basically puts your order in the front of the line for production allowing you to receive your order more quickly. Our Rush Fee does include priority shipping (this does not mean overnight shipping). Overnight/Express shipping is also available for an additional expense.
Can you guarantee delivery on exact dates?
No. Due to the many details that go into producing your jewelry, we cannot guarantee an exact date for delivery.
It has been over 2-3 weeks and I haven't received my order?
This may be due to the demand of services. You may always contact us
via email to check on the progress of your order.
Do you accept international orders and ship internationally?
Yes, we do ship internationally using United State Postal Service Global Priority Mail. You will need to inquire about the shipping costs to your international destination. Please understand that ALL GST and CUSTOM expenses are to be incurred by you, the customer.
I saw a discount code for Sentimental Silver on another website, but it’s not working when I try to place my order. Why?
From time to time we offer discount codes, both on our site and through promotions on other sites. Please note that sometimes when you come across a discount code online, it may have already expired and no longer be valid. Discount Codes must be used at the checkout when you make your original purchase, and cannot be redeemed at a later time.
Privacy Policy
All customer information obtained during any transaction remains with Sentimental
Silver. This also includes information provided by customers who choose to sign up for the newsletter.
We will not sell, trade or provide this information to any third party
unless required by law.
No material from this website may be modified, copied, reproduced, republished, uploaded, posted, transmitted, distributed or used in any way in any media for any purpose without the express written permission of Sentimental Silver.
Site design, graphics and layout are ©2005 - 2010 RJohnstone Designs and ©2009 Christi Johnstone/Sentimental Silver, ALL RIGHTS RESERVED. Sentimental Silver ® is a registered trademark (Reg. No. 3,443,743)
Sentimental Silver® products are available for both wholesale and drop ship orders. Please visit our Wholesale Page for more information. Feel free to
contact us with any questions.
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