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FAQ

What does it mean by 'Sterling Silver'?

Palenque 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 be hallmarked in Edinburgh.

 

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 (e.g. Peak). It is possible to remove more stubborn scratches with a professional polish, which can be done by any reputable silversmith. For other finishes please see the material information page.


Is your jewellery nickel free?
Yes and sterling silver is nickel free and is suitable for people who are sensitive to metals.


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 dipped in a silver cleaning solution. These can be bought in supermarkets or department stores. All traces of cleaning solution must be rinsed from the item before it is worn again.


What kind of pearls are they?
The pearls used in our designs are cultured fresh/ sweet 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.


What is a Cubic Zirconia?
A cubic zirconia is a man-made gemstone, which has the appearance of a diamond. They can be coloured/ dyed to resemble other gemstones. Cubic zirconias are durable but they do not have the life expectancy of a diamond.

 

What are the benefits of titanium?
Titanium is hypoallergenic and anti-magnetic. This is a distinctive metal with excellent features. It is very lightweight, firm and friendly to the skin. The metal is sanitized, finely brushed or may have a polished finish. Some are also partly gold plated.

 


How do I order online?
Click here to visit our help page where you can find out the different ways to order from Palenque.


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 as such, according to the material and design. Your jewellery will then almost certainly provide you with many years of enjoyment. It is impossible to specify a guarantee time but you should expect a reasonable period of use from your piece, worn with care and taking reasonable steps to maintain it.
Our watches offer a manufacturers guarantee. Skagen provide a 3 year guarantee, covering the mechanism and workmanship. Batteries and glass are excluded from the guarantee.


How do I return something/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.


Christmas Returns
If you are buying early Christmas presents for people but are unsure whether or not they will like the gift you have bought for them we are happy to extend our returns date from the standard 14 days to 14 days after Christmas. You can either post the items back to us or visit one of our shops (items must be unused and in the same condition as they were sent).


How to return the goods to us:
- Use the return address located on the despatch note.
- Please complete the PALENQUE ONLINE 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.
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 breakages within three days of receiving your order.
When returning goods, 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 return/exchange 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 your name and address on the back of the parcel.

How long will it take to get to me?
Our standard dispatch time is 48 hours. If we receive an order on our website before 11am we aim to despatch the order the same day. We send everything via Royal Mail 'Special Delivery' which is a next day delivery service. We will advise you ASAP of any items in your order that has become out of stock. As our website is live and interactive we aim to only show in stock items but if an item is popular this may not always be possible.
If you have any other questions please do not hesitate to contact us at mail@palenque.co.uk