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  FAQs

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At our customer's urging, we have collected our best ideas and answers to the most commonly asked questions.

  1. Can Caterina Collezione ship to my country?
  2. What types of shipping are used?
  3. How can I pay for my order?
  4. In which currency will my credit card be charged?
  5. How will I know that SilverFromItaly.com has received my order?
  6. Does Caterina Collezione offer a money back guarantee?
  7. How do I order Caterina Collezione merchandise?
  8. How much time is needed to process my order?
  9. Are my Caterina Collezione silver products handcrafted?
  10. Are all Caterina Collezione products made of sterling silver?
  11. How can I check or track my order?
  12. Will I have to pay for taxes and customs duties?
  13. How can I return or exchange my merchandise?
  14. How do I get my silver repaired?
  15. How can I check on the status of my repair?
  16. What is sterling silver?
  17. What is the difference between hollowware and flatware?
  18. What is vermeil?
  19. What is patina?
  20. How should I clean and care for my silver?
  21. How should I store my silver?
  22. May I send a silver gift to a friend/relative in another country?
  23. What is done with my private information?
 
 

1. Can Caterina Collezione ship to my country?

We ship to almost every location in the world by UPS.

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2. What types of shipping are used?

As an important part of our commitment to providing you with outstanding customer care and satisfaction, Caterina Collezione routinely researches and checks all shipping tariffs and specials to ensure you the most efficient and cost effective quotations available.

At the current time, all Caterina Collezione products are shipped International Priority with an estimated delivery time of 4-5 days (most destinations) by the prompt, efficient, inexpensive and reliable air and ground services of UPS. They offer very advantageous and satisfying shipping quotes to please all our customers worldwide. They are currently running specials for shipments in the European Union and to North America.

Caterina Collezione will make any special shipping arrangement to custom fit your needs. Please be assured a most efficient and cost effective quotation.

For more information, please visit our shipping page.

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3. How can I pay for my order?

Retail: Caterina Collezione "Online Boutique" conveniently accepts Visa, MasterCard, and American Express as forms of payment. We are sorry to write that checks and money orders for retail orders are not accepted. Do you have questions about paying? Visit our payment info page.

Wholesale Purchases: 80% of all our transactions are performed through letters of credit and wire transfers in Euro or US Dollar. Orders paid by check are processed once the check has been cleared by our bank. We also accept MasterCard, Visa & American Express as payments for purchases of small orders.

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4. In which currency will my credit card be charged?

All Visa/MasterCard and American Express credit card charges will be in Euro, then automatically converted into your local currency according to your credit card issuer agreement. You can rest assure that there are no hidden bank charges.

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5. How will I know that SilverFromItaly.com has received my order?

After you have completed your purchase, we will send you an e-mail confirmation and receipt to acknowledge your order.

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6. Does Caterina Collezione offer a money back guarantee?

Yes. We offer a 100% 30 day money-back guarantee on all our products.

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7. How do I order Caterina Collezione merchandise?

Caterina Collezione proudly invites you to enter its "Online Boutique" and take a tour of the enchanting sterling silver products we have selected for you.

For Wholesalers, Importers & Retailers: First, we encourage you to begin your tour of selected Caterina Collezione merchandise from our catalog by entering our "Online Boutique". Click on any product image to view it in greater detail. Afterwards, fill out our simple request form to download our wholesale catalog and price list at our wholesale page.

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8. How much time is needed to process my order?

All your orders are usually processed within 24 hours from the time they have been received.

However; all Caterina Collezione sterling silver products are handcrafted and made to order and therefore, it can take over 2-3 weeks to complete a single piece in our collection. When you consider all that is Caterina Collezione, you will understand and appreciate why our products are exclusive.

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9. Are my Caterina Collezione silver products handcrafted?

Yes. Frequently, we attempt to explain the facts of silver artisanship to customers seeking impeccable perfection in the sterling silver they buy. In reality, such perfection can be achieved only in assembly line products.

Of course, this is not possible or even desirable in quality ware whose manufacture depends so much on the Italian skill and artistry of individual craftsmen. Slight variations in sterling silver pieces are actually proof of fine crafting. Most customers who appreciate fine sterling silver understand this.

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10. Are all Caterina Collezione products made of sterling silver?

Yes. All Caterina Collezione products are made of sterling silver (925); however, we can accommodate any special request of producing a silver product at 800 parts silver.

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11. How can I check or track my order?

Factory production update: Just send an e-mail to CustSupport@SilverFromItaly.com with your order ID number and we will immediately contact you with a factory production update on your sterling silver order.

Track shipping: All your sterling silver orders are shipped by UPS shipping services. Once your order is shipped from our factory, we will immediately contact you to inform you that your order has been shipped. We will supply you with a UPS tracking number with which you can easily track your order by visiting www.UPS.com.

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12. Will I have to pay for taxes and customs duties?

Sales Tax: Any order placed and shipped outside the European Union is not considered taxable. If you are a citizen of a member state of the European Union, you will be responsible for payment of any local taxes payable including VAT, and will be required to pay extra for delivery and clearance where necessary.

 

Customs Duties: Your order may be subject to import duties, which are levied once your silver order reaches your country. Caterina Collezione does not collect import duties or tariffs nor can we estimate these charges for you. If you do incur these additional charges, they will be immediately rendered by UPS and you will then be billed separately by UPS.

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13. How can I return or exchange my merchandise?

Caterina Collezione articles are accepted for refund, credit, or exchange if returned in saleable condition within 30 days, accompanied by a sales invoice.

A refund will be made to the purchaser upon request if payment has been received. Gift recipients are entitled to a merchandise credit or exchange within 30 days of receipt of gift. To return or exchange your gift selection, please contact Customer Service.

If you have any questions, please contact us at any time. A Customer Service representative will always be on hand to assist you.

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14. How do I get my silver repaired?

We only repair items made by Caterina Collezione. Please bring or send your item, via an insured method, directly to our factory.

Please provide contact information and a detailed description of what is wrong with the item. You will be sent detailed information and the fee estimate after an assessment has been made.

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15. How can I check on the status of my repair?

To check on the status of a repair, please contact us at any time. A Customer Service representative will always be on hand to assist you.

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16. What is sterling silver?

Silver that contains a minimum of 925 parts fine silver per 1000 is considered sterling silver.

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17. What is the difference between hollowware and flatware?

Flatware, often used interchangeably with silverware or flat silver, refers to eating and serving utensils such as forks, knives and spoons. Hollowware refers to the serving dishes and table accessories that are relatively hollow or concave, such as bowls, candlesticks and picture frames.

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18. What is vermeil?

Vermeil is a fine double-plating of 24 karat gold over sterling silver. It produces a lustrous gold finish, sometimes used to emphasize detail.

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19. What is patina?

Patina is a natural effect of use and age on a surface finish. Most commonly, the patina on sterling silver is a result of tiny, almost invisible scratches that eventually merge and form a new shiny finish. A rich patina of sterling silver enhances its beauty over time.

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20. How should I clean and care for my silver?

Caterina Collezione recommends that you use your silver often.

Frequently used silver requires the least amount of care and special attention, and develops the desired effect of patina brought about by age and use. Except for knives, most silver can be placed in the dishwasher, but never leave silver in the dishwasher drying cycle to dry.

However, it is better to wash your silver by hand in hot, sudsy water as soon as possible after use. Rinse well in clear hot water and hand dry immediately and thoroughly. For silver that is tarnished, clean with a good quality silver polish, using a recommended polishing cloth.

Avoid using dip polish and electrolytic cleaning as they contain harsh chemicals.

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21. How should I store my silver?

Silver should be kept absolutely dry. If your silver is used occasionally, keep it away from extreme exposure to air and store it in a tarnish-proof cloth or a silver storage box.

Good storage boxes are lined with tarnish-proof fabric and have a separate space for each individual piece. If your climate is humid, place a small packet of desiccant crystals inside your storage area, whether it is a closed box or a flannel roll.

Avoid contact with rubber bands or rubber products. The sulfur in rubber causes tarnishing and corrosion.

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22. May I send a silver gift to a friend/relative in another country?

Absolutely! We currently ship your sterling silver to every major country on the globe following custom regulations and procedures for each and every country.

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23. What is done with my private information?

Absolutely nothing! At no time will we sell, lease, or share your individually identifiable information we receive from you to third parties. Individual information such as credit card numbers, e-mail addresses, names, telephone numbers etc., are never sold or shared with other organizations. Caterina Collezione does not collect and disclose aggregate user statistics of any kind. Any information received from you is used for our own internal purposes and, where appropriate, to contact you directly.

For more information, please see our strict Privacy Policy.

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Please don't hesitate to contact us with your questions, requests or comments.

 
 
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