CUSTOMER SUPPORT
We’re here to help.
Below are answers to the most common questions about orders, custom work, and care. If you need further assistance, feel free to contact us directly.
FREQUENTLY ASKED QUESTIONS
SHIPPING & DELIVERY
Where do you ship to?
We offer islandwide delivery across Sri Lanka, with international shipping also available upon request.
How long does delivery take?
Delivery timelines vary based on your location and order type.
- Ready-made items:
Typically delivered within 2–5 working days after dispatch, islandwide. Within Colombo 2-3 days. Outside Colombo 2-5 days. - Custom orders: Follow the agreed production timeline before shipping. Delivery is arranged once the piece is completed.
Do you ship internationally?
Yes, international shipping may be available upon request.
Please contact us before placing your order so we can advise on availability, delivery timelines, and shipping costs based on your location.
What if my order is delayed?
In rare cases of delays due to courier issues or unforeseen circumstances, we’ll keep you informed and work closely with you to resolve the situation as quickly as possible.
How much does shipping cost?
Shipping costs depend on your location:
- Within Colombo: Rs. 300 – 450 (2–3 working days)
- Outside Colombo: Rs. 350 – 600 (2–5 working days)
Do you offer same-day delivery?
If you’re based in Colombo and require your order urgently, same-day delivery can be arranged via Uber Courier or PickMe Flash.
Please message us before placing your order so we can confirm availability and coordinate accordingly.
How long does production take?
Production timelines depend on the type of item ordered.
- Ready-to-ship pieces (such as chains and bracelets) are in stock and usually dispatched within 2–5 working days after order confirmation.
- Made-to-order pieces (including rings, pendants, and certain earrings) are crafted after the order is placed and typically take 7–14 days, depending on the design.
Production timelines are always considered before shipping and communicated clearly.
Why do some pieces take longer to produce?
Certain designs are made to order to ensure the right sizing, balance, and finish.
This approach allows us to maintain consistency, quality, and precision — especially for pieces like rings and pendants that require individual attention during the crafting process.
This ensures your piece is crafted to the right size, properly balanced, and finished to a high standard of quality.
WARRENTY & REPAIRS
Do you offer a warranty on your jewellery?
Yes. All 25UPONFIVE jewellery comes with a 1-year warranty from the date of purchase.
What does the warranty cover?
The warranty applies to faults that occur as a result of manufacturing or craftsmanship issues.
It does not cover:
- Damage from impact or bending
- Scratches or surface wear from regular use
- Damage caused by exposure to chemicals, water, or excessive force
- Loss of items
Do you offer repairs?
Yes. We offer repair services for 25UPONFIVE jewellery, depending on the nature of the issue. All repairs are assessed on a case-by-case basis to determine what can be done safely and effectively.
Is there a cost for repairs?
Some minor repairs may be complimentary.
Other repairs may carry a cost depending on the work required. We will always inform you and receive approval before proceeding with any paid repair.
How do I make a warranty claim?
If you believe your item has a manufacturing fault, please contact us via email with:
- Your order details
- Clear photos showing the issue
Once reviewed, our team will assess the claim and guide you on the next steps
How long do repairs take?
Repair timelines depend on the nature of the work.
Most repairs may take 2–3 weeks, and we’ll communicate updates during this period.
JEWELLERY & CARE
What are your pieces made of?
All 25UPONFIVE jewellery is handcrafted using 925 sterling silver. Select pieces are finished with a layer of rhodium plating to enhance durability, shine, and resistance to tarnishing.
We do not use base metals such as brass or stainless steel beneath our silver. All pieces are crafted from genuine 925 Sterling Silver
Will my jewellery tarnish over time?
Yes — sterling silver naturally reacts with air, moisture, and skin oils, which may cause oxidation over time. This is a natural characteristic of real silver and a sign of its authenticity.
The good news is that sterling silver can always be polished back to its original finish, unlike materials such as brass or stainless steel. With proper care, your jewellery will continue to look great for years.
Wearing your jewellery regularly and storing it in your 25FORYOU pouch when not in use helps slow down tarnishing.
Do you include a polishing cloth and pouch?
Yes. Every order comes with a soft jewellery polishing cloth and a 25FORYOU storage pouch to help protect your pieces and maintain their finish over time
How do I clean my jewellery?
For regular care, gently polish your jewellery using the soft polishing cloth provided with your order to remove surface oxidation and restore shine.
For a deeper clean:
- Mix warm water with a small amount of mild soap
- Gently scrub the piece using a soft toothbrush
- Rinse and dry thoroughly with a clean, soft cloth
Avoid using harsh chemicals or abrasive cleaners.
Can you polish my jewellery for me?
Yes. If your jewellery needs professional attention, you’re welcome to bring it to us and we’ll assist with polishing or assessment where possible.
Still Have Questions?
If you need more information or have a specific enquiry, feel free to get in touch.
Whether it’s about an order, custom work, or caring for your jewellery, our team is here to help.
Mailing Address
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