1. I'm interested in an item but the pictures aren't very good. Don't hesitate to contact us if you would like additional pictures. We understand that our pictures cannot give a true impression of our items and are happy to provide as many pictures as you need. As many of our items are on show in the Cotswolds we may require a few days to collect and photograph an item.

2. I'm looking for something in particular but you don't seem to stock it... Email us with your enquiries and we will do our best to locate items for you.

3. How do I order an item? To place an order simply email us with your request quoting the stock number which is present at the top of every description.

4. What about Postage? All postage charges are quoted in advance and are subject only to the rates dictated by the Postal Service itself. All items are sent Recorded/Special Delivery and insured. Items can also be collected from either of our cabinets.

5. Can I pay by credit card? Most major UK and International credit cards can now be accepted through secure online payment company Paypal.  We also accept payment via UK online payment company Nochex, although only UK cards are accepted. Sterling Cheques and Postal/Money Orders are also accepted. Items can be purchased in person via cash, cheque and all major cards via our cabinets.  

6. How do I know when my cheque has cleared? Cheques usually take around 5 working days to clear, but you will receive an email of confirmation from one of our staff.

7. How can I check on the status of my order? Contact us at any point. We cannot stress how important it is that you make us aware of any concerns you may have, however trivial they may be. We cannot guarantee customer satisfaction if we don't know when you need assistance.

8. Are my details disclosed to any other parties? Absolutely not. The only information we collect is to enable the successful completion of your order. HJ Silver does not disclose client information to third parties.

9. How long will it take to receive my item? It does depend a little on where the piece is being held. Stored items can be collected within a couple of days and posted immediately whilst cabinet items may take up to a week to collect. We will always make the process as brief as as possible but if you are interested in an item it is certainly better for all if purchases are made with time to spare. Nothing is more disappointing than finding the perfect present and not allowing enough time for it to reach you.

10. What if I don't like the item I buy? We understand how difficult it can be to purchase an item such as jewellery without actually handling it. For this reason we offer a 7 day no quibble money back guarantee. Just contact us to notify us of your intentions and ensure that the item is in it's original condition with it's original packaging. We also ask that you obtain a delivery receipt and the correct postal insurance. Unfortunately Heirloom cannot be held responsible for items which have been returned without adequate insurance and are subsequently lost in transit. We do stipulate that we must be informed of your decision at the time of delivery and items must be returned as soon as possible.

11. How can you guarantee the quality of my item? Stock listed by HJ Silver has undergone rigorous checks to maintain quality assurance levels and is of only the highest standard. It is important to note that due to their age many of the items may have minor imperfections which have been described as accurately as possible. It is also important to note that many of these pieces have survived over one hundred years and should be respectfully handled with empathy for their age. HJ Silver cannot be held responsible for any mistreatment or mishandling of our pieces following purchase. 

12. Are all pieces hallmarked? As collectors ourselves we obviously prefer items with distinct hallmarks, although some are occassionally rubbed and therefore difficult to decipher. Each item description will contain details of the hallmarks and we try to make sure photographs are also available online.

13. Isn't Tortoiseshell a banned material? The Tortoiseshell trade was banned in the late 1970's, and any items manufactured after that time are subsequently illegal. Most of our Tortoiseshell items date from the Victorian era, as HJ Silver's interest in Tortoiseshell centres mostly around Pique work. Therefore only a handful of items will be of a later date and none will post date circa 1930. HJ Silver strongly opposes the use of exotic materials in modern manufacturing.

14. Is all stock featured on the website? Unfortunately it would be virtually impossible to list every item in our collection so we attempt to feature only the most unusual or highest quality pieces. Much more can be viewed in our cabinets, and brand new items are stored securely until they can be added.

15. Can I have a Layaway Plan? Due to popular demand we are now offering layaway plans on items purchased via the website. We do appreciate that many of our items are luxury items and are more than happy to offer our customers the choice of staggered payments if this would make your purchase easier to budget for. Payment terms can be flexible. Please contact us for further information.

16. Can I have an appraisal? An appraisal for insurance purposes can be written upon purchase of an item free of charge. We would always suggest you think carefully about insuring any Antique as it is almost impossible to replace.