FAQs
We're here to make your experience with Silverline & Co seamless and enjoyable. Below you'll find answers to our most frequently asked questions. If you require further assistance, our team is always happy to help.
Orders & Payments
What payment methods do you accept?
We accept major credit and debit cards, as well as secure online payment options available at checkout. All transactions are encrypted and processed securely.
Can I modify or cancel my order after placing it?
We process orders promptly. If you need to make changes, please contact us as soon as possible. While we will do our best to assist, changes cannot be guaranteed once an order has been dispatched.
Will I receive an order confirmation?
Yes. Once your order is placed, you will receive a confirmation email with your order details.
Shipping & Delivery
Do you ship within Australia?
Yes, we ship Australia-wide.
Do you ship internationally?
Yes. We currently ship to New Zealand, Europe, the United States, and the United Kingdom.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery location and selected shipping method.
We offer complimentary shipping on orders over $150 AUD.
Do you collect duties, taxes, VAT, or customs charges at checkout?
No. Silverline & Co does not currently collect international duties, import taxes, VAT, tariffs, or customs charges at checkout.
For international orders, these charges may be applied by the destination country and are the responsibility of the customer.
Will I need to pay customs charges when my order arrives?
International customers may be required to pay duties, taxes, VAT, tariffs, customs clearance fees, or other import charges before or upon delivery.
These charges are set by the destination country and are not controlled by Silverline & Co.
Why don't you collect duties and taxes at checkout?
At this stage, we do not collect duties and taxes at checkout because duty-paid shipping requires specific carrier and customs arrangements. To avoid confusion or double charging, any applicable import charges are paid by the customer directly to the relevant customs authority, postal service, or courier.
What happens if I refuse to pay customs charges?
If customs charges are required and the customer chooses not to pay them, the parcel may be returned to Silverline & Co.
If the order is returned to us, any original shipping costs, return shipping costs, customs charges, or handling fees may be deducted from the refund where permitted by law.
How long will my order take to arrive?
Orders are typically processed within 1-3 business days.
Estimated delivery times depend on your location and selected shipping method. International deliveries may also be affected by customs processing, carrier delays, public holidays, and local postal services.
Will my order be tracked?
Yes. Once your order has been dispatched, you will receive a tracking number via email.
Returns & Exchanges
What is your return policy?
We offer exchanges or store credit for change-of-mind returns within 30 days, provided the item is unworn and in original condition. Refunds are available for faulty items in accordance with Australian Consumer Law.
For full details, please visit our Returns & Exchange page.
Who covers return shipping?
For change-of-mind returns, return shipping is the responsibility of the customer. For approved faulty items, Silverline & Co covers return postage.
Warranty & Repairs
Do your products come with a warranty?
Yes. All Silverline & Co watches and jewellery are covered by a 12-month manufacturer's warranty against faults in materials and workmanship.
What is not covered under warranty?
Normal wear and tear, accidental damage, water damage, battery replacement, and natural oxidation of silver are not covered.
For full details, please visit our Warranty page.
Product Care
How should I care for my silver jewellery and watches?
We recommend storing your pieces in a dry place, avoiding exposure to water, perfumes, and chemicals, and gently polishing with a soft cloth to maintain their finish.
Is silver tarnishing normal?
Yes. Sterling silver naturally oxidises over time. This is a normal characteristic and not considered a fault.
How should I care for the movement and water resistance?
To preserve the life of your watch:
• Avoid exposing it to hot water or steam
• Do not wear it while swimming or bathing
• Ensure the crown is fully pushed in at all times
• Have water resistance checked periodically if worn often
For full details, please visit our Product Care page.
Authenticity & Quality
Are your products genuine silver?
Yes. Our pieces are crafted from high-quality 925 sterling silver and carefully selected materials. Each item is inspected before dispatch.
What type of movement do your watches use?
All Silverline & Co watches are powered by reliable Japanese quartz movements, known globally for their precision, durability, and longevity. Japanese movements are trusted for delivering accurate timekeeping with minimal maintenance, making them ideal for everyday wear.
Are your watches water resistant?
Yes. Our watches are water resistant, meaning they can handle everyday exposure such as hand washing, light rain, or accidental splashes. They are designed for daily life, not for swimming, showering, or submersion in water.
Why our watches cost what they do?
At Silverline & Co, our watches are priced to reflect the quality of their materials, craftsmanship, and care behind each piece.
Each watch is made from solid 925 sterling silver with hand-set marcasite detailing and carefully selected materials such as freshwater pearls, African garnet, black onyx, cubic zirconia, and other decorative stones.
Thoughtfully selected in Australia and crafted in Thailand, our watches are produced in small quantities by skilled artisans known for sterling silver and marcasite craftsmanship.
Our pricing also reflects careful sourcing, quality control, secure packaging, insured shipping, and warranty support, so each piece is made to be worn, treasured, and kept for years.
Contact & Support
How can I contact Silverline & Co?
You can reach us by clicking Contact Us below and filling out the contact form or email us at contact@silverlineco.com.au
We aim to respond to all enquiries within 1–2 business days.