Product Care & Warranty
Your Merchants® piece is built to last a lifetime. Here's how to care for it — and what's covered if something goes wrong.
Lifetime Craftsmanship Warranty
Every Merchants® piece carries a lifetime craftsmanship warranty. If your piece develops a manufacturing defect at any point — no time limit — we'll replace it or issue store credit, your choice. We cover all return shipping on warranty claims.
What's covered under the warranty?
Our lifetime warranty covers manufacturing defects including structural failures (clasp failure, setting loosening, breakage from normal wear) and material faults. For gold vermeil pieces, if the plating breaks down prematurely — within 6 months of p
What's NOT covered?
The warranty doesn't cover damage from impact (dropped, crushed, or bent), chemical exposure (perfume, lotions, chlorine, saltwater), improper storage in damp conditions, cuff snaps from incorrect use, or normal wear and tear. A few specifics worth n
How do I make a warranty claim?
Contact us at [email protected] to place a warranty claim. Send us a couple of clear photos of the issue and we'll assess it. If it's a manufacturing defect, we'll arrange a replacement or store credit — whichever you'd prefer. We cove
How do I care for sterling silver?
Sterling silver care is simple:. Your silver will naturally develop a patina over time — that's part of its beauty and proof of authenticity. A gentle polish brings it right back whenever you want.
How do I care for gold vermeil?
Gold vermeil care is gentle and straightforward:. With these simple habits, your gold vermeil piece will stay beautiful for years.
My silver is tarnishing — is that normal?
Yes — completely normal. Sterling silver naturally develops a patina over time, especially when exposed to moisture, skin oils, perfume, or chemicals. This is a characteristic of genuine sterling silver, not a defect. A gentle polish with a soft clot
How long does the gold layer on vermeil last?
With normal daily wear, the gold layer typically lasts 2–5 years. Factors like how often you wear it, exposure to water and chemicals, and your skin chemistry all affect the lifespan. You can extend it significantly by removing your piece before bath
Do you offer replating for gold vermeil?
Yes. When the gold layer wears through over time, we offer a professional replating service for $99 AUD to restore your piece to its original beauty. Replating extends the life of your piece indefinitely — think of it like servicing a luxury watch. G
Can I wear my jewelry in the shower, pool, or ocean?
We'd recommend removing your pieces before swimming, showering, or any water exposure. Chlorine, saltwater, and even some soaps can affect sterling silver and accelerate tarnishing. Gold vermeil is especially sensitive to water — it'll shorten the li
Can I wear my Merchants® jewelry every day?
Absolutely. Our pieces are designed for everyday wear. The lost wax casting process creates incredibly durable pieces built for daily life. Sterling silver develops a beautiful patina with wear, and gold vermeil will stay looking great for years with
How should I store my jewelry?
The best way is in the pouch or box your piece came in — somewhere cool and dry. Sterling silver benefits from airtight storage to slow tarnishing. If you have both silver and gold vermeil pieces, store them separately, as contact between metals can
My ring/chain/bracelet broke — what do I do?
We're sorry to hear that. Our lifetime craftsmanship warranty covers manufacturing defects, so send us a couple of photos of the break. Once we've assessed it, we'll arrange a replacement or store credit — whichever you'd prefer. We cover the return
My cuff snapped — is that covered?
Cuffs are designed to be slid on, not pried open. If the snap became loose or damaged from incorrect use (twisting or forcing during removal), that's typically not a manufacturing defect. However, send us a photo and we'll take a look — if it's a man
Do you offer repairs?
For manufacturing defects, our lifetime warranty covers replacement at no cost. For gold vermeil pieces, if the plating breaks down within 6 months we'll cover it under warranty. After 6 months, we offer a professional replating service for $99 AUD t