Perguntas Frequentes

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 4-10 working days, 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

Gold plating is an electrochemical process called electroplating that deposits a layer of gold onto the silver jewelry surface. Here's how it works:

The Process

The jewelry is immersed in a solution containing gold ions. Through the passage of electric current, gold ions migrate and deposit onto the base metal surface, creating a uniform coating.

Preparation

Before plating, each piece is thoroughly cleaned, degreased, and often treated with a layer of nickel or palladium that acts as a barrier and improves gold adhesion.

Thickness

Coating thickness is measured in microns (µm). One micron equals one thousandth of a millimeter. Greater thickness means longer durability:

• Flash plating: 0.1-0.3 µm (economical, limited durability)
• Standard plating: 0.5-1 µm
• Quality plating: 1-2.5 µm
• Gold Vermeil: minimum 2.5 µm (highest standard)

Gold Vermeil (pronounced "ver-MAY") represents the highest standard for gold-layered jewelry. To be classified as vermeil, a piece must meet three specific criteria:

• Sterling silver base (925)
• At least 10-karat gold purity
• Minimum 2.5 micron thickness — five times thicker than standard plating

The fundamental difference from common gold plating? The sterling silver base means that even when the gold eventually wears, you still have quality precious metal underneath — and pieces can be professionally re-plated.

With proper care, vermeil maintains its appearance for 3-5 years or longer, compared to 6-12 months for thin plating.

PVD (Physical Vapor Deposition) is an advanced finishing technology where gold-toned compounds are vaporized in a vacuum chamber and deposited atom by atom onto the jewelry. This creates a molecular bond significantly more resistant than traditional electroplating.

PVD Advantages

• Superior hardness: HV 200-300 versus HV 50-100 for standard plating — dramatically superior scratch resistance
• Better adhesion: The atomic-level bond makes the coating more resistant to peeling
• Eco-friendly: The process doesn't use harsh chemicals
• Uniformity: Extremely even coverage even on complex surfaces

With proper care, PVD coatings maintain their appearance for 2-5 years.

Durability depends on several factors: coating thickness, frequency of wear, exposure to aggressive substances, and jewelry care.

Gold-plated jewelry requires gentler treatment than solid silver to preserve its finish:

Essential Rules

• Remove before water exposure — showers, pools, ocean swimming accelerate wear
• Avoid direct contact with perfumes, lotions, and cleaning products
• Clean with a soft, dry microfiber cloth after wearing (never abrasive materials)
• Store individually to prevent scratching
• Put on last — after applying makeup, perfume, and hair products

Never Use

• Silver polish
• Jewelry cleaning solutions (dips)
• Ultrasonic cleaners
• Abrasive cloths

These products strip the gold layer.

Yes, jewelry with a 925 silver base can be professionally re-plated to restore its original appearance when the plating shows signs of wear.

We offer a re-plating service for Broken Hearts pieces. Contact us at support@brokenhearts.co for pricing and timing information.

The process includes:

• Surface cleaning and preparation
• Removal of residual old plating
• Application of new coating
• Final polishing

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

Hábitos Diários

• Coloque por último — após perfume, loção e laca para cabelo secarem
• Retire antes de dormir, fazer exercício ou limpar a casa
• Limpe com um pano macio após cada utilização para remover óleos e resíduos

Armazenamento

• Guarde cada peça em saquinhos ou compartimentos individuais (evita arranhões e entrelaçamentos)
• Use recipientes herméticos ou saquinhos anti-oxidação
• Adicione saquinhos de sílica gel ou tiras anti-oxidação para proteção extra
• Mantenha longe de fontes de calor e luz solar direta

Limpeza

• Oxidação ligeira: Polir suavemente com um pano de polimento para prata
• Oxidação moderada: Lavar com água morna e sabão neutro, secar completamente
• Oxidação intensa: Limpeza profissional recomendada ou use uma solução específica para prata

Para maximizar a vida útil das suas joias, evite o contacto com:

Substâncias Químicas

• Cloro — piscinas, jacuzzis, produtos de limpeza
• Perfumes e cosméticos — aplique sempre antes de colocar as joias
• Produtos capilares — laca para cabelo, gel, champô
• Produtos de limpeza domésticos — lixívia, amónia, desengordurantes
• Protetor solar e repelente

Atividades

• Natação — mar, piscinas, spas
• Desporto e ginásio — o suor acelera a oxidação
• Trabalho manual — jardinagem, limpeza, bricolagem
• Banho e duche
• Dormir com joias — pode causar deformação e quebra

A prata oxidada foi escurecida intencionalmente para criar profundidade e contraste — a pátina é uma característica de design, não um defeito.

Instruções de Cuidado

• Limpe apenas com sabão suave e escova macia
• Evite polidor de prata, panos de polimento e banhos para joias — removem o acabamento escuro
• Espere que as zonas de maior contacto revelem gradualmente a prata brilhante por baixo — esta evolução "vivida" é normal e acrescenta carácter

Se a oxidação da sua peça desaparecer significativamente, contacte-nos para informações sobre serviços de re-oxidação.

Uma vez que todas as nossas joias são fabricadas por encomenda, os prazos totais incluem produção + envio:

Produção

4-10 dias úteis dependendo da complexidade da peça solicitada.

Envio

• Itália: 2 dias úteis via transportadora expresso (UPS)
• Europa: 3-5 dias úteis
• Resto do mundo: 5-10 dias úteis

As encomendas são preparadas para envio no dia útil seguinte à conclusão da produção. Para encomendas recebidas até às 16h00, o envio ocorre no próprio dia de conclusão.

Os custos de envio são calculados automaticamente no checkout com base no destino. Todos os envios são rastreáveis e segurados.

Para informações detalhadas por país, consulte a secção dedicada durante o checkout ou contacte-nos.

Receberá um e-mail com o número de rastreamento assim que a sua encomenda for entregue à transportadora. Pode acompanhar o envio em tempo real no site da transportadora.

Se não receber o e-mail de rastreamento dentro do prazo previsto, verifique a pasta de spam ou contacte-nos em support@brokenhearts.co.

União Europeia: Sem taxas ou impostos adicionais — os preços incluem IVA.

Fora da UE (Reino Unido, EUA, Suíça, etc.): As encomendas podem estar sujeitas a direitos aduaneiros, impostos de importação e encargos administrativos. Estes custos são determinados pelas autoridades locais do país de destino e são da exclusiva responsabilidade do cliente.

Recomendamos verificar a regulamentação aduaneira do seu país antes de comprar. Não temos controlo sobre estes custos nem podemos prevê-los com precisão.

Os nossos produtos são feitos por encomenda, especificamente para cada cliente. Por isso, nos termos do art. 59.º, n.º 1, al. c) do Código do Consumidor, a política de devoluções varia consoante o tipo de produto:

Produtos NÃO retornáveis

• Anéis — feitos em medidas específicas
• Brincos — por razões higiénicas
• Produtos personalizados — gravações, modificações a pedido

Outros Produtos Feitos por Encomenda

Para colares, pendentes, pulseiras e outros artigos, não aceitamos devoluções por simples mudança de opinião, dada a natureza personalizada da produção por encomenda.

Defeitos e Não Conformidade

Em caso de defeitos de fabrico ou discrepâncias evidentes face à encomenda, dispõe de 48 horas após a receção para reportar o problema com documentação fotográfica. Avaliaremos cada caso individualmente e ofereceremos recolha gratuita, reparação, substituição ou reembolso.

Para detalhes completos, consulte os nossos Termos e Condições.

Lamentamos muito se a sua encomenda chegou danificada. Siga estes passos:

1. Documente o dano — tire fotografias detalhadas da joia, da embalagem e de qualquer dano visível
2. Não tente reparar — isso pode comprometer a nossa avaliação
3. Contacte-nos nas 48 horas seguintes — envie e-mail para support@brokenhearts.co com número de encomenda e fotografias

Avaliaremos o caso e ofereceremos a solução mais adequada: recolha gratuita, reparação, substituição ou reembolso.

Todos os produtos Broken Hearts são cobertos pela garantia legal de conformidade de 24 meses nos termos dos artigos 128.º a 135.º do Código do Consumidor italiano.

O que a garantia cobre

• Defeitos de fabrico ou de materiais
• Não conformidade com a descrição no site
• Ausência de qualidades prometidas ou razoavelmente esperadas

O que a garantia NÃO cobre

• Danos por uso indevido, negligência ou descuido
• Impactos, arranhões, deformações acidentais
• Exposição a agentes químicos (perfumes, detergentes, cloro)
• Desgaste normal pelo uso diário
• Oxidação natural da prata
• Desgaste do banho a ouro com o uso

Sim, oferecemos serviços de reparação para joias Broken Hearts. Envie fotografias detalhadas do dano para support@brokenhearts.co para receber um orçamento gratuito em 48 horas.

Serviços disponíveis

• Reparação de fechos e ganchos
• Soldagem e reconstrução
• Polimento e acabamento
• Novo banho
• Re-oxidação
• Limpeza profissional

• Cartões de crédito/débito — Visa, Mastercard, American Express via Shopify Payments
• Carteiras digitais — Apple Pay, Google Pay, Shop Pay
• Klarna — Pague em 3 prestações sem juros (sujeito a aprovação)
• Transferência bancária — Dados fornecidos após a encomenda; a produção começa após receção efectiva
• Criptomoedas — USDC

O Klarna permite dividir a sua compra em 3 prestações sem juros ao longo de 6 semanas:

1. Selecione Klarna no checkout
2. Forneça as informações necessárias para aprovação instantânea (verificação de crédito suave — não afecta a sua pontuação de crédito)
3. Primeira prestação cobrada imediatamente; as outras duas cobradas automaticamente a cada 2 semanas
4. Receba lembretes por e-mail e pela aplicação Klarna

Para devoluções: Quando processamos a sua devolução, o Klarna actualiza automaticamente. As prestações restantes ficam em pausa até à resolução.

Absolutamente. O nosso checkout utiliza encriptação de nível bancário (SSL/TLS) para proteger todas as transmissões de dados. Utilizamos o Shopify Payments com verificação 3D Secure e a mesma tecnologia que protege as transações bancárias.

Os dados do seu cartão são processados com segurança e nunca são armazenados nos nossos servidores. A Broken Hearts nunca tem acesso aos dados completos dos cartões de pagamento dos clientes.