FAQ & Policies
Every piece is handmade by Shelly in Tel Aviv. If anything here isn't clear, write to her before you buy. It's easier to answer a question than to solve a problem later.
Production & shipping
Production time - 1 to 2 weeks.
Every piece is handmade to order. If you need something sooner for a specific date, email first and we'll tell you honestly whether it's possible.
Shipping - worldwide from Israel.
- Registered airmail - tracked, usually arrives within a few weeks. International post timing is out of our hands; customs and holidays can add delays.
- DHL Express - 3–7 business days to most countries. Email ganzshelly@gmail.com for an express quote before ordering.
Customs & duties. For international orders, the customer is responsible for any import tax or duty charged by their country. We can't calculate these in advance - the rates are set by each country's customs authority.
Returns & refunds
- Unworn pieces can be returned for a refund within 14 days of delivery.
- Original shipping is not refundable; return shipping is paid by the customer.
- Rings made in a specific size are final sale - they're cut to fit you, which is why sizing care matters. Please use the Ring Size Guide, or email us if you're unsure.
- To start a return, email ganzshelly@gmail.com with your order number.
Repairs
If a piece breaks or needs attention after wear, mail it back and Shelly will repair it free of charge. Return postage is on you; the repair and the return trip home are on the house.
Care for oxidized silver
Sterling silver is a living material. Oxidized finishes deepen with time - that's the piece getting to know you. To keep it looking itself:
- Take it off before swimming, showering, or sleeping.
- Avoid perfume and lotion on the metal directly.
- Store each piece separately (a soft pouch or a lined box) so they don't scratch each other.
- A soft jewelry cloth is enough to refresh the shine on brushed or polished surfaces.
- Don't use silver dip on oxidized pieces - it will strip the dark finish.
FAQ
How do I find my ring size?
Start with our Ring Size Guide. The most accurate way is to visit any jeweler and ask them to measure you - it takes a minute and it's free. Our sizes are US. Still unsure? Email a photo of a ring you already wear and we'll help.
Can I order a ring in a specific size?
Yes. Most rings are made to your size. Because they're cut to fit you, sized rings are final sale, so please take a moment with the size guide before ordering.
What are the pieces made of?
Sterling silver 925, finished by hand - oxidized, brushed, or polished depending on the piece. Some designs also use brass, gold, and natural stones. Every piece lists its materials on the product page.
Are the pieces nickel-free?
Yes. Every Shelly Ganz piece is made from sterling silver 925 with no nickel - safe for sensitive skin.
Do you take custom orders?
Shelly takes a small number of custom inquiries when her schedule allows. If you have an idea - a symbol that matters to you, a piece resized in a different metal, something for a milestone - email ganzshelly@gmail.com and tell her what you're thinking.
Is my order gift-wrapped?
Every piece ships in a Shelly Ganz pouch or box, ready to give. You can also add a handwritten note at checkout - tell us what to write and we'll include it in the package.
Do you ship to my country?
We ship worldwide. If you don't see your country at checkout, email ganzshelly@gmail.com and we'll arrange it.
What if my piece arrived damaged or wrong?
Email ganzshelly@gmail.com with a photo and your order number. Shelly will make it right.