Frequently Asked Questions
Do you only sell your jewelry and apparel online?
We sell our The Silver Root collections online and at participating pop shops in the DMV (DC, Maryland & Virginia) area.
What materials do you use?
All of our jewelry is crafted with the following high-quality materials: 14K Gold-Plated Sterling Silver, 18K Gold-Plated Sterling Silver, and Sterling Silver, hallmarked with 925. Our jewelry is nickel and lead-free.
How do I care for my The Silver Root jewelry?
To keep your jewelry clean wipe with a soft cloth. Never use jewelry cleaner on The Silver Root jewelry. Store each of your pieces separately in their cloth pouches or by hanging. Protect the plating of your jewelry by removing it while swimming, showering, exercising, washing hands, and before applying perfume, lotion or hair products. Never expose your jewelry to water or harsh detergents. We pride ourselves on the quality of our product; however, if your jewelry should be exposed to any of the above products, tarnishing may occur. Tarnishing may also be caused by the skin’s natural pH levels.
Will you restock out-of-stock items?
If an item sells out, it’s likely that the item will return in its original style or in an updated version of a previous style. Many of our popular items have made comebacks, and if you have specific questions about an item, please feel free to contact our Customer Service team directly at firstname.lastname@example.org
Can I get a status update on my order?
Thank you for your The Silver Root order. It typically takes 2-3 business days to process an order and ship it out to you. Please contact the Customer Service team for more detailed tracking information.
Will I receive the tracking information once my exchanged item is on its way?
You should receive an e-mail notifying you when your order has been shipped. However, if you do not, please contact the Customer Service team, and we will provide the tracking number for you.
We value every purchase, and we do our best to honor all shipping requests to ensure you receive your items as quickly as possible. To guarantee that an item reaches you when expected, please read the shipping policy below for online orders. business shipping hours:
Monday – Friday, 9AM – 3PM EST, excluding national holidays
FedEx and USPS Priority items ordered after daily shipping hours will be processed the next business day. Items ordered on Friday after 3PM EST, as well as items ordered Saturday and Sunday, will be processed the following Monday. First Class Shipping can take up to 3-5 business days to process prior to ship. We primarily ship through USPS and FedEx.
Please Note: We will not be able to refund the shipping cost as it is directly paid to our providers.
expedited shipping policy
Items purchased with expedited shipping need to be placed before 3PM EST in order to be processed and shipped out the same day. Orders placed after 3PM EST will be processed and shipped the following business day.
If customs charges occur please note that you, the buyer, are 100% responsible for the fees. We, the seller, are not responsible for customs charges. Please note that international orders can take up to 4 weeks to arrive after they are shipped since all orders must pass through customs and the time frame that this takes is completely out of our hands.
For international orders, if your package is unclaimed and returned back to us, we may refund the amount of the products, but the shipping cost will not be refunded.
We do not provide a return shipping label within our packaging as return international shipments are the customer’s responsibility. The Silver Root is not responsible for any additional shipping costs for returns and exchanges, and we do not assume responsibility for reimbursement of compensation of returned packages lost in transit without proof of delivery to The Silver Root.
Maryland shipments pay 6% sales tax at the time of checkout. Users are responsible for all sales taxes and other taxes on merchandise shipped to other states.
returns + exchanges
We will do what we can to ensure you are satisfied with every purchase.
Please do not hesitate to reach out to email@example.com at any time if you are unhappy with your order.
All sale items, items purchased with a coupon and / or a discount code cannot be refunded or exchanged. All sale items are final sale.
One discount code can be used per customer per order. Orders placed online can only be returned or exchanged online.
The Silver Root
11708 Judy Place
Potomac, MD 20854
For returns, please use our online Returns Center. All returns must be sent to the address above within 14 days of the date you received the item in the same packaging (white pouch) and condition. We ask that you add a note in your package stating your name, order number and that you'd like to return the item. Please allow 2-3 business days for processing after the package has been delivered back to us. There will be a 5% restocking fee for the return. The refund will go to the card you placed the order under.
For exchanges please use our online Returns Center. All exchanges must be sent to the address above within 14 days of the date you received it in the same packaging (white pouch) and condition. We ask that you add a note in your package stating your name, order number and that you'd like to exchange your item and the new item information. Please allow 2-3 business days for processing after the package has been delivered back to us. There will be a 5% restocking fee for the returned item. When requesting an exchange for a different item than what is being returned, a shipping charge will be applied to your exchange for shipment of the new item.
partial refunds / special circumstances
There are certain situations where only partial refunds are granted: items with obvious signs of use, any item not in its original condition and packaging, any item that is damaged or missing parts for reasons not due to our error. If a product arrives broken or damaged, we are happy to send a replacement. However, a photograph as proof of the damage/defect is required and must be reported within 48 hours of order delivery. Only regular priced items may be refunded.
shipping costs + international orders
We will not be able to refund the shipping cost as it is directly paid to our providers. For international orders, if your package is unclaimed and is returned back to us, we may refund the amount of the products, but the shipping cost will not be refunded. The Silver Root is not responsible for any additional shipping costs for returns and exchanges, and we do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to The Silver Root.