Frequently Asked Questions

925 sterling silver is an alloy composed of 92.5% pure silver and 7.5% other metals, primarily copper. This composition is the international standard for quality jewelry.

Pure 100% silver would be too soft to withstand daily wear — the copper alloy provides the necessary hardness and durability without compromising silver's natural beauty.

Every Broken Hearts piece bears the "925" hallmark alongside our maker's mark, guaranteeing material authenticity.

The 925 silver we use contains nickel levels significantly below the limits established by the European REACH Regulation (EU 1907/2006), which sets the maximum permitted release at 0.5 µg/cm²/week.

Most people with nickel sensitivity can wear our jewelry without issues. However, if you have confirmed hypersensitivity or severe allergies, we recommend:

• Consulting your dermatologist before purchase
• Contacting us at support@brokenhearts.co for specific information about the product you're interested in

Yes, tarnishing is a natural process and not a defect. When sterling silver comes into contact with sulfur compounds present in air, moisture, perfumes, or even certain foods, a thin layer of silver sulfide forms on the surface, appearing as dulling or darkening.

This reaction actually confirms your jewelry is genuine silver. Tarnish affects only the surface, never the underlying metal, and can always be removed with simple polishing.

Oxidized silver, also called blackened or antiqued silver, is 925 silver that has been intentionally treated with chemicals (typically liver of sulfur or potassium sulfide solutions) to accelerate the oxidation process and create a dark finish.

This technique is used to:

• Highlight textures and intricate design details
• Create visual depth and contrast
• Give a distinctive vintage or gothic aesthetic

The dark patina is a design feature, not a defect. With wear, areas most exposed to friction will gradually lighten, revealing the bright silver underneath — a natural evolution that adds character to the piece.

We source exclusively from certified Italian suppliers who comply with European regulations on precious metal traceability. The 925 silver we use comes from accredited refineries that guarantee purity and ethical sourcing.

Any stones or decorative elements are selected with the same attention to quality and responsible origin.

All Broken Hearts jewelry is designed and modeled in-house, then handcrafted in Italy by an exclusive partner goldsmith workshop. Our headquarters are in Naples, where every piece is designed before being entrusted to an exclusive artisan partner.

Italy boasts a goldsmithing tradition spanning over 2,700 years, from the Etruscans through medieval guilds to today's master craftspeople. Cities like Valenza, Arezzo, Vicenza, and Naples are recognized worldwide as centers of jewelry excellence.

Every production phase — from initial design to final finishing — takes place on Italian soil, ensuring adherence to the quality standards and regulations that have made "Made in Italy" synonymous with excellence.

Every Broken Hearts piece goes through a process combining traditional techniques and time-refined artisan skills. Design and 3D modeling are handled in-house by our team, while physical production is entrusted to an exclusive partner goldsmith workshop in Italy:

1. Design & Planning (Broken Hearts)

Each piece begins as a concept in our studio, developed through hand sketching and 3D modeling, digitally refined until proportions and details are perfect.

2. Wax Modeling (Partner Laboratory)

The design is translated into a three-dimensional wax model, sculpted with precision tools to capture every detail.

3. Lost Wax Casting

The wax model is coated with refractory plaster and heated to approximately 720°C. The wax melts away, leaving a perfect cavity. Molten 925 silver is then poured into this mold, taking on the exact original design.

4. Hand Finishing

After casting, skilled craftspeople cut, file, and polish each piece through progressive stages — from 220 grit to 1200 — before final buffing creates our distinctive finish.

5. Surface Treatments

Depending on the design, pieces may receive oxidation, gold plating, rhodium plating, or other special finishes.

6. Quality Control

Every single piece is individually inspected before receiving the Broken Hearts hallmark and being prepared for shipping.

All our jewelry is made to order. We don't maintain stock: each piece is specially created for you after order and payment confirmation.

This approach means:

• Uniqueness — Every piece is literally made for you
• Freshness — No pieces sit in storage for months
• Customization — We can adapt sizes and, upon request, offer personalizations
• Sustainability — We only produce what's actually ordered, reducing waste

Production times are typically 3-7 working days (complex pieces may require up to 10), plus shipping time.

Variations are the signature of authentic handcraft, not defects. When skilled artisans shape each piece individually — filing edges, defining details, applying finishes — no two pieces can be perfectly identical.

These subtle differences prove your jewelry was touched by human hands rather than stamped by machines. They make each piece genuinely one-of-a-kind. The uniformity of mass production cannot replicate this character — what Italian craftsmen call the "soul" of handmade work.

Variations may include:

• Subtle differences in surface texture
• Minor size variations (±0.5mm)
• Nuances in oxidation or polish degree
• Small differences in weight

Both — and we always state which, piece by piece.

The Golden line — rings, pendants, earrings, bracelets — is solid 18kt gold (750/1000), cast solid. No plating: the color cannot wear off, because the color is the metal.

A small family of chains is 925 silver plated with 24kt gold, always clearly stated on the product page.

If the product page says "Solid 18kt Gold", the piece is solid gold all the way through.

Pure 24kt gold is too soft for jewelry made to be lived in every day. 18kt (75% gold) is the standard of fine jewelry: solid enough to hold fractures, stones, and time.

Every Golden piece is born in Naples through the same lost wax casting as the silver — same forms, same scars, a warmer body, satin Aureum finish.

These guidelines apply only to the gold-plated chains:

• Gentle treatment — avoid contact with perfumes, detergents, and chlorine
• Clean with a soft, dry cloth
• Remove before showering and sport

The 925 silver base means that when the plating wears over time, the chain can be professionally re-plated.

Solid 18kt gold pieces require none of this.

Yes. We offer a re-plating service for the plated chains: write to support@brokenhearts.co with a photo and your order number — the quote is free.

Solid gold will never need re-plating.

Method 1 — Measure an existing ring

Take a ring that fits well and place it on a ruler. Measure the inner diameter in millimeters. Match to our size chart.

Method 2 — String or paper strip

1. Wrap a non-stretchy string or paper strip around your finger's base, ensuring it passes over your knuckle
2. Mark where the string overlaps
3. Measure the length in millimeters
4. Divide by 3.14 to get the diameter, then match to the chart

For accurate measurement:

• Measure in late afternoon when fingers are largest
• Measure at room temperature (cold shrinks fingers, heat swells them)
• Your dominant hand typically runs ½ size larger

When in doubt, always choose the larger size. A slightly loose ring can be adjusted with sizing inserts, while a too-tight ring requires professional modification (if possible) or won't be comfortable to wear.

Also consider:

• Fingers swell with heat, humidity, and after meals
• Wide bands (over 6mm) fit tighter — consider a half size up
• If you want to wear the ring on different fingers, choose the larger size

Wide bands cover more finger surface, creating a tighter feel than narrow rings of identical inner diameter. The wider the band, the more it contacts skin on both sides.

Recommended adjustments by width:

• Under 3mm: Standard size
• 3-5mm: Consider a quarter to half size up
• 6-8mm: Go up half a size
• Over 8mm: Go up half to a full size

Choosing the right size for a gift can be tricky. Here are some tips:

• Borrow an existing ring that the person wears on the desired finger and measure it
• Ask a family member or friend who might know their size
• Trace the ring impression on paper while the person sleeps (if you live together)
• When in doubt, go larger — it's easier to size down than up

Necklace Lengths

Bracelet Lengths

Measure your wrist with a tape measure and add:

• +1 cm for a snug fit
• +1.5-2 cm for a comfortable fit (recommended)
• +2.5+ cm for a loose fit

Daily Habits

• Put on last — after perfume, lotion, and hairspray have dried
• Remove before sleeping, exercising, or cleaning
• Wipe with a soft cloth after wearing to remove oils and residue

Storage

• Store each piece in individual pouches or compartments (prevents scratching and tangling)
• Use airtight containers or anti-tarnish bags
• Add silica gel packets or anti-tarnish strips for extra protection
• Keep away from heat sources and direct sunlight

Cleaning

• Light tarnish: Buff gently with a silver polishing cloth
• Moderate tarnish: Wash with warm water and mild dish soap, dry completely
• Heavy tarnish: Professional cleaning recommended, or use a silver-specific solution

To maximize the lifespan of your jewelry, avoid contact with:

Chemicals

• Chlorine — pools, hot tubs, cleaning products
• Perfumes and cosmetics — always apply before putting on jewelry
• Hair products — hairspray, gel, shampoo
• Household cleaners — bleach, ammonia, degreasers
• Sunscreen and insect repellent

Activities

• Swimming — ocean, pools, spas
• Sports and gym — sweat accelerates oxidation
• Manual work — gardening, cleaning, DIY
• Showering and bathing
• Sleeping with jewelry — can cause deformation and breakage

Oxidized silver has been intentionally darkened to create depth and contrast — the patina is a design feature, not tarnish.

Care Instructions

• Clean only with mild soap and soft brush
• Avoid silver polish, polishing cloths, and jewelry dips — these strip the dark finish
• Expect high-wear areas to gradually reveal bright silver underneath — this "lived-in" evolution is normal and adds character

If your piece's oxidation fades significantly, contact us about re-oxidation services.

Since all our jewelry is made to order, total times include production + shipping:

Production

3-7 working days depending on the complexity of the piece ordered (complex pieces may require up to 10).

Shipping

• Italy: 2 working days via express courier (UPS)
• Europe: 3-5 working days
• Rest of world: 5-10 working days

Orders are processed for shipping the business day after production completion. For orders received by 4:00 PM, shipping occurs the same day as completion.

Shipping costs are calculated automatically at checkout based on destination. All shipments are trackable and insured.

For detailed pricing by country, check the dedicated section during checkout or contact us.

You'll receive an email with the tracking number as soon as your package is handed to the courier. You can follow the shipment in real-time on the carrier's website.

If you don't receive the tracking email within expected times, check your spam folder or contact us at support@brokenhearts.co.

European Union: No additional duties or taxes — prices include VAT.

Outside EU (UK, USA, Switzerland, etc.): Orders may be subject to customs duties, import taxes, and administrative charges. These costs are determined by local authorities in the destination country and are the customer's sole responsibility.

We recommend checking your country's customs regulations before ordering. We have no control over these costs nor can we predict them accurately.

Our products are made to order, specifically for each customer. Our return policy varies by product type:

NON-returnable products

Pursuant to art. 59, paragraph 1, letter c) of the Italian Consumer Code, the right of withdrawal is excluded for:

• Rings — made to specific measurements
• Earrings — for hygiene reasons
• Personalized products — engravings, custom modifications

Returnable products

For necklaces, pendants, bracelets, and crosses we accept returns within 14 working days of delivery, provided the piece is unworn, with intact labels and in its original packaging. Return shipping costs are borne by the buyer. Refunds are issued within 14 days of receipt and inspection of the return.

Manufacturing defects

Manufacturing defects must be reported within 14 days of delivery with photographic documentation. The 24-month legal conformity guarantee remains in force. For transport damage, we recommend reporting within 48 hours of delivery.

For complete details, see our Terms and Conditions.

We're truly sorry if your order arrived damaged. Follow these steps:

1. Document the damage — take detailed photos of the jewelry, packaging, and any visible damage
2. Don't attempt repairs — this could compromise our assessment
3. Contact us within 48 hours — send email to support@brokenhearts.co with order number and photos

We'll evaluate the case and offer the most appropriate solution: free pickup, repair, replacement, or refund.

All Broken Hearts products are covered by the 24-month legal conformity guarantee pursuant to articles 128-135 of the Italian Consumer Code.

Beyond the legal guarantee, every Broken Hearts piece carries our lifetime repair commitment — we mend what breaks: if a piece breaks, we repair it, for as long as you wear it.

What the warranty covers

• Manufacturing or material defects
• Non-conformity with the description on the site
• Lack of promised or reasonably expected qualities

What the warranty does NOT cover

• Damage from improper use, negligence, or carelessness
• Impacts, scratches, accidental deformation
• Exposure to chemical agents (perfumes, detergents, chlorine)
• Normal wear from daily use
• Natural silver oxidation
• Gold plating wear with use (gold-plated silver chains only — solid 18kt gold does not wear off)

Yes, we offer repair services for Broken Hearts jewelry. Send detailed photos of the damage to support@brokenhearts.co to receive a free quote within 48 hours.

Available services

• Clasp and hook repair
• Soldering and reconstruction
• Polishing and refinishing
• Re-plating
• Re-oxidation
• Professional cleaning

• Credit/debit cards — Visa, Mastercard, American Express via Shopify Payments
• Digital wallets — Apple Pay, Google Pay, Shop Pay
• Klarna — Pay in 3 interest-free installments (subject to approval)
• PayPal — Pay with your PayPal account
• Bank transfer — Details provided after order; production starts upon actual receipt
• Cryptocurrency — USDC

Klarna lets you split your purchase into 3 interest-free payments over 6 weeks:

1. Select Klarna at checkout
2. Provide required information for instant approval (soft credit check — doesn't affect your credit score)
3. First payment charged immediately; remaining two charged automatically every 2 weeks
4. Receive reminders via email and Klarna app

For returns: When we process your return, Klarna updates automatically. Remaining payments pause until resolution.

Absolutely. Our checkout uses bank-grade encryption (SSL/TLS) to protect all data transmission. We use Shopify Payments with 3D Secure verification and the same technology protecting banking transactions.

Your card details are processed securely and are never stored on our servers. Broken Hearts never has access to customers' complete payment card data.