FAQ

Frequently Asked Questions

Everything you need to know about our jewelry, sizing, shipping, and care. If you cannot find your answer below, contact us at Customercare@sterlingarcjewelry.com.

About our jewelry

What is S925 sterling silver? S925 sterling silver is an alloy of 92.5% pure silver and 7.5% other metals (usually copper) added for strength. Pure silver is too soft for everyday jewelry, which is why S925 is the worldwide standard. Every Sterling Arc piece is made from genuine S925 sterling silver.

Is your jewelry hypoallergenic? Yes. All Sterling Arc pieces are nickel-free and generally well tolerated by sensitive skin. If you have a known silver allergy or very reactive skin, we recommend a short patch-test wear before extended use.

Are your pearls real? Yes. Our pearls are natural freshwater and mother-of-pearl, never imitation or plastic. Slight variations in shape, surface, and luster are what make each piece one of a kind.

What gemstones do you use? Our collections feature genuine tiger's eye, black onyx, agate, opal, and zircon. Each stone is selected for its character, so colour and pattern vary slightly from piece to piece.

Do your pieces come with a certificate of authenticity? Most pieces ship without a formal gemological certificate. The S925 stamp certifies the silver content, and we stand behind the authenticity of every material we use.

Care and maintenance

Will my sterling silver tarnish? All sterling silver tarnishes over time as silver reacts with sulfur in the air. With proper care you can slow it significantly and restore shine easily. See our full care guide on the blog.

How do I clean my jewelry? For silver-only pieces, gently polish with a soft microfibre or silver polishing cloth. For pieces with pearls or gemstones, avoid liquid silver dips and chemical cleaners - wipe with a soft, slightly damp cloth and dry immediately.

How should I store my jewelry? Store each piece individually in an airtight pouch or lined box, away from sunlight, humidity, and other metals. A sealed bag dramatically slows tarnish between wears.

Can I wear my jewelry in the shower or pool? We recommend removing jewelry before showering, swimming, or exercising. Soap, chlorine, salt water, and sweat can dull silver and damage pearls and gemstones.

What about perfume and lotion? Apply perfume, lotion, sunscreen, and hairspray before putting on jewelry and let them fully absorb - these are a leading cause of dulling.

Sizing and fit

How do I find my ring size? The most accurate method is a professional sizing at a local jeweller, usually free of charge. At home, wrap a thin strip of paper around the base of your finger, mark where it overlaps, measure the length in millimetres, and compare it to a standard ring-size chart.

What necklace length should I choose? 14 to 16 inches (choker) sits at the base of the neck; 18 inches (princess) sits just below the collarbone and is the most popular; 20 to 24 inches (matinee) rests on the chest; 28 to 36 inches (opera) falls below the bust. For a layered look, pair an 18-inch piece with a 22 or 24 inch.

How are your bracelets sized? Our bracelets are adjustable from 6.5 to 7.5 inches to fit most wrists.

Shipping and delivery

Where do you ship? We ship worldwide, excluding Mainland China, Hong Kong, Macau, and Taiwan. See our shipping policy for details.

How long does shipping take? Orders are processed within 1-2 business days and typically arrive within 7-15 business days, with remote regions taking up to 21 days. Estimates are not guaranteed and can be affected by customs, weather, or holidays. Every order is tracked.

How much does shipping cost? We offer free shipping on orders over $100. Orders under $100 are charged shipping calculated at checkout based on your destination.

Will I get a tracking number? Yes - every order ships with a tracking number sent to your email once the package leaves our facility.

Do you ship discreetly for gifts? Yes. All orders ship in our signature packaging with no pricing on the exterior. Simply enter the recipient's address at checkout.

Returns and exchanges

What is your return policy? We accept returns within 14 days of delivery for unworn pieces in their original packaging. Earrings and made-to-order pieces are final sale. See our refund policy for full terms.

EU customers - right of withdrawal: If you are in the European Union, you may withdraw from your purchase within 14 days of receiving your order, without giving a reason. Contact us at Customercare@sterlingarcjewelry.com before the 14-day period ends.

How do I start a return? Email Customercare@sterlingarcjewelry.com with your order number and we will send return instructions.

What if my order arrives damaged? Contact us within 24 hours of delivery with a photo and we will arrange a replacement or full refund.

Discounts and gifts

How does the 15% off 3 or more items discount work? Add three or more items to your cart and 15% comes off your subtotal automatically at checkout - no code needed.

Is there a first-order discount? Yes - sign up for our newsletter to get 10% off your first order. It stacks with the 15% off 3-or-more-items offer.

Do you offer gift cards? Not yet. Subscribe to our newsletter and we will let you know if that changes.

Do you offer gift wrapping? Every order ships in a complimentary gift-ready box, suitable for gifting as is.

Our mission

What is your charitable giving program? With every order, a donation is made to United Way. When you choose Sterling Arc, you are joining us in a small act of goodwill.

Where is your jewelry made? Our jewelry is made in Guangzhou, China.

Contact

Email Customercare@sterlingarcjewelry.com or call +1 780 236 3300. Address: 8412 171 ST NW, Edmonton, Alberta, Canada T5T 0H3. We typically respond within 1 business day.