Frequently Asked Questions

Below are some of the questions asked most frequently by our customers. If you have a question that is not covered here, please contact us.

Do I get any guarantee with my jewellery?

All our products come with a one year guarantee, if it breaks we can repair or replace it. Nothing lasts forever though and if it simply wears out it’s probably time to treat yourself to something new.

I’m buying this as a gift but I’m not sure if it will fit, can you alter sizes of things?

80% of our bracelets and necklaces we are able to either make shorter or longer depending upon your preference, this can usually be done in one of our shops or at head office for a small cost.

Does this come gift wrapped?

All our jewellery comes either wrapped in acid free tissue or in a presentation box with matching gift bag. We now also offer a gift wrapping service, for just £2.95 we'll beautifully wrap your purchase in our specially designed wrapping.

I saw an item at a show, I’ve decided to buy it but I can’t see it on your website, can I still buy it?

We have a large turnover of stock at our shows with a lot of pieces being one offs BUT if you give us a good description or maybe even a little doodle we’ll do our best to track it down.

What is the jewellery made of?

Simple! Everything silver is made from Sterling Silver. This means it has a minimum of 92.5% silver with the other 7.5% being alloys to increase its durability.

Do all your shops hold the same stock?

No, there are certain designs that are our bestsellers and we try to keep stocked in all shops but they all also carry items that are one offs or from a very limited range meaning you can buy jewellery that no one else is ever going to have.

How will my order be delivered?

We send our jewellery in padded envelopes made from recycled material via the good old Royal Mail. Everything needs to be signed for so if you’re planning on being out have it sent somewhere else otherwise the poor old Postie has to carry it back to the depot with him.

How do I clean my jewellery?

To clean silver we use a silver cloth for regular shining, it’s easy and gives great results as it doesn’t leave any residue. If you’ve been rolling in the mud however we’d recommend a quick rinse in soapy water and then Silver Dip if further action is still needed. Some stones however, turquoise and Lapiz Lazuli in particular, are porous so need to be kept away from any moisture.

Where does the jewellery come from?

Most things come from a small town in the mountains of Mexico, but we’re always on the look out for fresh ideas and we’ve recently visited Thailand and Hong Kong, many of our designs originate from here in our Somerset office.

My friend has a beautiful bracelet she bought from you 3 years ago, do you still stock it?

Possibly not, that’s just not the way we work, however if you’ve got your heart set on that one we can see if we can find you one on our next visit to Mexico, sending us a picture of the piece can be a good place to start.

How long do I have to return it if I decide it’s not right for me?

You have 14 days to return goods as long as it's in its original packaging and in a saleable condition, preferably with proof of purchase, you can take it into any of our shops or pop it back in the post to us at:

Hi Ho Customer Service, King Lear's House, Forde Abbey, Chard, Somerset, TA20 4LP

Remember to get a proof of posting stamped at the post office and we recommend using recorded delivery if it's above the £30 maximum compensation.

Who do I contact if I have a complaint?

We take all complaints very seriously, we are still learning and feedback helps us to get better at what we do. If you have something to say tell us at feedback@hihosilver.co.uk be assured all serious complaints go straight to the managing director and you will receive a rapid response.

Who designs the jewellery?

Caroline and her team are always scribbling down ideas for new deigns which make up a great deal of our range, the rest of the products we source directly from designers in Mexico.

Are the stones real?

Absolutely, we use many different stones some of which we don’t know the name of but we love the way they look, the pearls we use are cultured but they are real, different colours are achieved by introducing different chemicals to the pearls as they grow. Some stones do need more looking after than others and can fade in time through exposure to sunlight or moisture.

What are the two tone items made from?

They are made from solid silver and then plated with brass. It’s really hard wearing and won’t wear off. To clean it all you have to do is polish it with a silver cloth as you would do with plain silver.

Can I have it engraved?

Sadly we don’t offer an engraving service as yet, we do however sell designs which are suitable to be, it’s something we’re looking into offering you so check back regularly.

What is its carbon footprint?

This is something we are working on firstly to pin point and then to decrease!

If I place my order today when can I expect to receive it?

Order before 3pm and we’ll endeavour to dispatch the same day, you should receive orders within 48 hours.

How can I be sure my payment is secure?

When you shop with us we use SECPay for all card payments, you can be assured that your card details are securely encrypted during transport over the Internet so no one can access your card information. The card details are only transported to a Bank to authorise your purchase.

Will I be charged postage for my delivery?

We charge a set rate of £2.50 on orders under £50, buy more and it’s free!

How do I return items to you and will I be charged for this?

Items can be returned free of charge at any of our shops or returned to us directly in the post (remember to get a proof of posting).

I already have a loyalty card, can I collect point for purchases made on-line?

Of course, you can take your receipt to any of our shops and they will add the purchase amount onto your loyalty card.

What happens if my order is lost in transit?

All orders have to be signed for and whilst in the hands of Royal Mail are covered by insurance.

Do you have a catalogue?

Due to our constantly changing stock and the fact that many designs are complete one offs we can’t possibly produce a catalogue, the website is the best way to see our current range, join our mailing list to be informed of special offers and new collections.

Can I place an order by fax or phone?

Of course, telephone us on 01460 221006 or fax us on 01460 220970.

I’m buying this as a gift, can I return it if my friend doesn’t like it?

Of course, with the exception of earrings for hygiene reasons, all our jewellery is returnable should you change your mind or realise that your granny doesn’t wear cufflinks!

Can I cancel an order?

If your order hasn’t been dispatched yet there’s no problem, if it’s now in the hands of our local postman you can return it to us for a full refund.