FAQ

FREQUENTLY ASKED QUESTIONS


GUARANTEE AND COMPLAINTS

What about the silver guarantee?

To guarantee the correct legal fineness or precious metal content of the silver pendants delivered by Surprise Productions, each and every pendant will be hallmarked stating the exact silver content. This hallmark is set to the pendant by the official Dutch Gold- and Silver Authority after being tested thoroughly on its precious metal content. For you the best guarantee that your pendant actually meets the legal fineness standard of 1st grade, sterling silver or 925/000 silver.

These official silver hallmarks are set as small signs or marks in the outer edge of each pendant.
For the silver pendants this hallmark is a small sword with the number 925 (or Z1). This figure represents the fineness on 1000 units of weight of the precious metal alloy, thus 925/000. For more info, go to the website of the official Dutch Hallmark Office.

What should I do if I have a complaint?

We work hard to deliver a perfect product. But if you have a complaint about one of our products, our website or our service, please contact us by e-mail to contact@surpriseproductions.nl. We always try to provide a solution within the next three business days.
In case you are not satisfied with our proposal for an agreement, you may contact the Dutch Mediation Office for Jewellery and Watches, P.O.Box 904, 2270 AX Voorburg, The Netherlands, Tel. 070 386 62 48 within 6 weeks from the moment of dispute for a mediation attempt or submit your dispute to the Foundation for Consumer Complaints Board, see article 18 of our General Terms & Conditions on our website.


RETURNS

Is it possible to return an article?

The Cancellation Rights from the Consumer Contract Regulations determines that you are entitled to revoke the contract and return the delivered product to the supplier within 14 days after receipt of the product. Surprise Productions agrees on this consumer’s right, provided that -when returned- the silver pendant is wrapped in an adequate packaging - including the silver oval pendant ring, the leather cord, the small felt purse - and are still in the same impeccable state, free of any used traces, scratches or damage of whatever nature.


OTHER QUESTIONS

How do I fasten the also supplied loose silver pendant-ring to the pendant?

First remove the leather string by unbuttoning the knot at the top of the pendant and remove the leather string completely.
After removal of the string, the oval silver pendant-ring can be fixed.. Have a look here how it works.

Does Surprise Productions also have shops?

The company has no shops but solely creates and produces out of its workshop in the Netherlands with professional craftsmen.

Can I contact Surprise Productions by telephone?

There is no possibility to contact us by telephone. Because we do not have an office but only a workshop/atelier, we think it is more efficient to send your possible question by mail. Moreover we believe that all information or questions you might have, are complied with and answered extensively on these pages. But if not, please send your e-mail to contact@surpriseproductions.nl. We aim to respond to queries within 3 working days.


TECHNICAL PROBLEMS

If you experience technical problems browsing on our site, please contact us by mail and describe the problem as good as possible, and make a note of any error messages. This will help us to rectify the problem as quickly as possible.


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