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Home > FAQ's

What does ‘Sterling Silver’ mean?

Sundari silver items have a hallmark “925". This means that 92.5% is silver, and this percentage classifies it as “Sterling". Any product weighing over 7.78 grams will also have the Sheffield Assay office hallmark.

Are stones real or are they artificial?

All of Sundari’s gems are real and they are not treated in any way to affect their natural, original condition. After all, these gems have evolved over a period of thousands of years, so who are we to mess with that?

What kind of pearls are they?

The pearls used in our designs are cultured fresh/salt water pearls. All cultured pearls, whether fresh or salt water, are not imitation. Pearls are formed by sea molluscs and fresh water mussels. The colour of the pearl depends on the type of mollusc and the water. Our pearls include white, grey and pink pearls. Extreme dryness and humidity are detrimental to pearls. All pearls are sensitive to acids, perspiration, cosmetics and hairsprays.

Is your jewellery nickel free?

Yes…sterling silver is nickel free and is suitable for people who are sensitive to metals.

How can I keep my silver polished?

Due to the nature and softness of the metal, sterling silver pieces that have a highly polished finish are prone to fine scratches as a result of normal wear. This can be kept to a minimum with careful wear and regular polishing with cream silver cleaner. It is possible to remove more stubborn scratches with a professional polish, which can be done by any reputable silversmith.

More jewellery care »

How can I keep tarnishing to a minimum?

Care must be taken not to expose the silver to perfumes, toiletries, household cleaning fluids and perspiration; these may cause the silver to tarnish. If tarnishing does occur the item should be polished with a cream cleaner or silver cleaning cloth only. Plain silver can be dipped in a silver cleaning solution. These products can be bought in supermarkets or department stores. All traces of cleaning solution must be rinsed from the item before it is worn again.

More jewellery care »

If I buy something, how long will it take to get to me?

The standard delivery will arrive within 5 working days, but if you require your jewellery quicker then you can add next day delivery for an additional £4.99. (You must order before midday on Thursday for the next day delivery option though as we cannot deliver on weekends unfortunately)

Upon arrival your jewellery will require a signature because that way we can all rest assured that your package will arrive with you securely.

We deliver worldwide by airmail. The following extra postage and insurance will be added to the basic £3.99 charge when you select country to be delivered to:

Eire - £3.00
Europe - £8.00
USA/Canada - £15.00
Elsewhere - £17.50

For some heavier items further additional charges will be added.

Outside the EU you may have to pay local import duties.
For delivery to Eire and Europe please allow up to 10 days and 14 days for all other destinations.

If I don’t like something, how do I return it and how long do I have?

Please ensure you return unwanted items to us, unused, within 14 days of the order date. The policy excludes earrings. We will be more than happy to provide you with a full refund or you can exchange unwanted items for something else. Please keep all the packaging materials and return the goods to us in the same condition they were sent to you.

How to return the goods to us:

• Use the return label located on the despatch note and stick it over your address on the packaging we sent to you.

• Please complete the Sundari returns/exchange form included with your order.

• Securely pack the unwanted items and the form back in their original packaging.

• Do not forget to remove or cover the used Royal Mail Recorded/Special delivery label from original delivery of your parcel.

More info about our returns policy.

How long is the guarantee?

We have a large variety of pieces in our range. Many are hand-crafted. They are all individual and should be treated and cared for with proper care. If you follow a careful routine with your jewellery then it will almost certainly provide you with many years of enjoyment. Sundari will abide by the legal statutes of fair-trading. Please click here to see our full returns policy.

What happens if it gets lost in the post – will I get my money back?

Goods damaged or lost in transit to you will be replaced with free delivery upon receipt of returned damaged goods. Please inform us of any broken items within three days of receiving your order.
Should any item go missing whilst being delivered to you, then we will assume full responsibility for the lost item(s). When returning goods to us, we do insist that you use the Royal Mail Special Delivery service to return the item(s) to us. Sadly, parcels we have sent by any other service have frequently gone 'missing'. If you do choose to return the items by any other means and this results in the items being lost or damaged, we will not refund the items or the delivery charge. We will only refund postage costs if the item returned is faulty. Keep the Special Delivery ticket and receipt in a safe place. This has a unique tracking number that will help the Post Office trace your parcel in the event it is lost. Remember to also write you name and address on the back of the parcel.

What guarantee does Sundari provide?

Sundari Ltd guarantees your total satisfaction with our products and services. If for any reason you are not satisfied with your online purchase, simply call us within 14 days and return the goods to us.

What are your customer care and call centre hours?

If you need assistance for any reason, please contact us. Representatives are available 8.30am to 5.30pm (GMT) Monday to Friday.

What Credit Cards do you accept?

We currently accept most major credit and debit cards:
Cards Accepted

If you like we can take payment over the phone if you wish as well click here. Please don't try to send orders via email, as we cannot guarantee any secure transmission of details.

What use is Sundari going to make of my personal details?

Your privacy as an individual and as a customer is important to us, so we don't use the information you provide on this site to learn any more about you other than what is required to fulfil your orders. Sundari does not combine your individual information with any kind of site analysis, but we do look at the overall browsing behaviour of our customers to improve the way the site navigates. We also do not track your behaviour on any other sites or follow you once you've left Sundari.

Any personal data gathered by us in your use of this site will be recorded electronically and only used in accordance with the UK Data Protection Act 1998. Gathered and stored by Sundari Ltd, and the UK in order to effect delivery of your goods and provide our full customer service to you, as well as to compile accounting and other records.

Am I going to be constantly contacted by email?

Sundari Ltd. uses your email address as a convenient way to contact you about your order or any reminder service that may be of interest to you. From time to time, we may update you on relevant Sundari site or new gift news, but only with your permission. We will not pass your details on to any other relevant third parties if you have requested us not to do this.