Refund policy
Returns Policy (All Sales Final)
Every piece in the Spratling Silver collection is handcrafted to order by our silversmiths in Taxco, Guerrero, Mexico — the same workshop William Spratling established in 1931. Because your piece does not exist until you order it, all sales are final — we do not accept returns, exchanges, or refunds. If your piece arrives damaged or defective, however, we will make it right.
All Sales Are Final
Spratling Silver jewelry is made by hand in .950 sterling silver, and our flatware and tableware in .925 sterling silver. Each piece is made individually by hand. This is not a warehouse operation, and we are unable to resell made-to-order pieces. For that reason, all purchases are final.
Damaged in Transit (Shipping Damage)
If your package arrives with visible shipping damage, or if your piece is damaged in transit, please contact us within 48 hours of delivery at info@spratlingsilver.mx with your order number and clear photographs.
Please include photos of:
- The piece itself (close-up and full view)
- The outer box and inner packaging
- The shipping label (if visible)
All shipments are fully insured. In cases of shipping damage, we will arrange a full replacement at our expense, and we will handle the shipping insurance claim.
Defective Craftsmanship
In the rare event your piece arrives with a defect in craftsmanship, we will repair or replace it at no cost to you. Please contact us within 48 hours of delivery at info@spratlingsilver.mx with your order number, a description of the issue, and clear photographs.
Depending on the nature of the issue, we will arrange either a free repair or a replacement. Shipping for approved repairs or replacements will be covered by Spratling Silver.
Cancellations Once Production Begins
Because production begins quickly after your order is confirmed, orders cannot be cancelled once production has begun. If you need to correct a detail (such as size or a shipping address), please contact us immediately at info@spratlingsilver.mx. We will do our best to accommodate changes before work starts, but we cannot guarantee changes once your piece enters the workshop queue.
A Satisfaction Guarantee (Store Credit)
We want you to feel proud to own your piece. If something about your order does not meet your expectations, please tell us. While all sales are final and we do not offer returns or refunds, we may offer store credit as a goodwill gesture to help make things right.
If you are considering a chargeback or payment dispute, please contact us first at info@spratlingsilver.mx. We can often resolve concerns quickly and thoughtfully — and we would much rather care for you directly.
EU Consumer Rights Notice
For customers in the European Union, the 14-day right of withdrawal for distance purchases generally does not apply to goods that are made to the consumer's specifications or clearly personalized. Spratling Silver pieces are made to order and are therefore exempt under the EU Consumer Rights Directive (2011/83/EU), Article 16(c).
Natural Characteristics of Silver
Please note that slight variations in finish, texture, and tone are inherent to handcrafted sterling silver and are not considered defects. Each piece is unique. Additionally, silver naturally develops a patina over time — this is a sign of authenticity and age, not a flaw.
Questions?
We are always happy to assist. Please contact us at info@spratlingsilver.mx and we will respond within 48 hours.