ORDERS
Are your pieces handmade?
Yes. Each piece is individually finished by hand in our studio. The process depends on the design, with pieces made through sand casting, fabrication or vacuum casting, and sometimes a combination of these methods. For vacuum cast pieces, the casting is produced by a specialist foundry before being cleaned up, shaped, polished and finished by hand in our studio.
What materials do you use?
We primarily works with .925 sterling silver. Specific product pages will state the materials used for each piece.
Are your pieces made to order?
Most pieces are made to order. Each piece is produced and finished individually, with an estimated production time of 2–3 weeks before shipping.
Do you offer custom pieces?
Custom work may be considered depending on the request. Please contact us with your idea and we can let you know if it is something we can produce.
THE MAKING
Why do some pieces have small imperfections?
Our pieces are made through processes that leave traces of their making. Small variations, marks and differences in surface texture can occur during casting, fabrication and finishing.
These are characteristics of a handmade piece and are not necessarily considered defects.
What is sand casting?
Sand casting is one of the primary processes used by The Dealer to produce our pieces. A negative mould is formed in casting sand, into which molten silver is poured. Once the metal has cooled, the cast is removed, cleaned, shaped and finished by hand.
You can see more of the process on our Process page.
RING SIZING
How do I find my ring size?
We recommend using our Sizing Guide to measure your finger directly if you don't already have a ring that fits.
For the most accurate result, measure your finger at the end of the day when your hands are warm.
What if I am between sizes?
If you are between sizes, we generally recommend choosing the larger size, particularly for wider or heavier rings.
If you're unsure, contact us before placing your order and we'll be happy to help.
Can I change my ring size after ordering?
Please contact us as soon as possible if you realise you have selected the wrong size. If production has not started, we may be able to change the size.
Once production has started, changes may not be possible.
What happens if my ring doesn't fit?
Please contact us as soon as possible after receiving your order. Resizing may be possible depending on the design and the amount of adjustment required.
Any resizing fees or shipping costs will be discussed before the work is carried out.
SHIPPING
Where do we ship from?
We ship from Singapore and offer domestic and international shipping.
Shipping options and rates are calculated at checkout based on your destination.
International orders may be subject to customs duties, taxes or other charges imposed by the destination country. These charges are not included in the product or shipping price and are the responsibility of the customer.
How long does shipping take?
Orders are shipped after the piece has been completed.
Delivery time depends on the destination and shipping method selected at checkout. Please note that delivery times do not include the production time required to make your piece.
What happens if I provide the wrong shipping address?
Please ensure that your shipping address is correct before completing your order. The Dealer is not responsible for parcels sent to an incorrect address provided by the customer. If an order has not yet been dispatched, please contact us as soon as possible and we will do our best to update the address.
What happens if my package is delayed or lost?
Once your order has been dispatched, delivery is handled by the shipping carrier. Tracking details will be provided where available so you can follow the progress of your parcel.
While we do our best to ensure every order reaches you safely, The Dealer is unable to offer refunds or replacements for parcels that are lost during transit. If your parcel is delayed or there is an issue with the delivery, please contact us and we will do our best to assist.
JEWELLERY CARE
Will sterling silver tarnish?
Yes. Sterling silver naturally oxidises over time and may become darker or develop a patina with exposure to air, moisture and everyday wear.
This is a natural characteristic of silver and not a defect.
How do I care for my jewellery?
Store your jewellery in a dry place when not being worn. Avoid prolonged contact with perfumes, chemicals and cleaning products.
When necessary, gently clean the surface with a soft jewellery polishing cloth.
Can I wear my jewellery in water?
Sterling silver can come into contact with water, but we recommend removing your jewellery before swimming, bathing or using products containing chemicals.
Dry your jewellery thoroughly if it becomes wet and store it somewhere dry when not being worn.
Why does my piece look slightly different from the photos?
Each piece is made and finished by hand, so minor variations in surface texture, proportions and finish are expected.
The appearance of sterling silver can also change with lighting, wear and oxidation.
These differences are part of the making process rather than imperfections.
RETURNS & EXCHANGES
Do you accept returns?
Please refer to our Refund Policy for information on returns, exchanges and eligibility.
Can I exchange my ring for another size?
If you have selected the wrong size, please contact us as soon as possible.
Depending on the design and whether production has already begun, we may be able to offer a resize or exchange. Additional costs may apply.
What happens if my order arrives damaged?
Please contact us within 2 days of receiving your order and include photographs of the piece and packaging.
We will assess the issue and work with you to determine the appropriate solution.
Still have a question?
Contact us and we'll get back to you.