RETURN & REFUND POLICY
Thanks for shopping at Susa Jewellery
If you are not entirely satisfied with your purchase, we're here to help.
Cancel your order
We appreciate it if you would notify us immediately by telephone, or e-mail if you decide to cancel your order. Please ensure you quote your order number.
We only replace items if they are defective or damaged.
Before returning your items please email us at with the following information.
Your order number
A photograph of the jewellery which is damaged
A photograph of the damaged packaging if this is the case
We recommend that you return the item as a tracked parcel. Susa Jewellery will not hold responsible for items that lost or damaged in transit.
Send your item to Unit 6, Second Floor Plantagenet Building, 98 Spencer Street, Birmingham B18 6DB
You have 14 calendar days to return an item from the date you received it. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Your item must be in the original packaging.
Your item needs to have the receipt or proof of purchase.
For hygiene reasons, we can only replace earrings that have not been worn.
Additional non-returnable items:
Special orders and engraving
We are unable to offer exchanges or refunds on bespoke items or jewellery which has been personalised. For example, jewellery which has been engraved has a special stone, has a special enamel colour, is an unusual size or has been commissioned by you cannot be returned. This does not affect your statutory rights.
We do not accept returns of any jewellery which has been altered in any way after the date of purchase. Nor do we accept responsibility for damage or injury caused by our goods if they have been altered in any way after the date of purchase or worn incorrectly. We recommend that any Susa Jewellery alterations are done by us in our Workshop.
Refunds (if applicable)
Once your return item is received and inspected, we will send you an email to notify you that we have received your returned item.
We will replace the item or refund the cost, excluding postage, provided you have notified us immediately upon receiving the item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Please pack returned goods with care and send them by Royal Mail Special Delivery or an equivalent postal service, which provides adequate insurance to cover the value of the item and requires a signature on receipt. It is imperative that you use the correct postal service when returning goods to us, as we cannot be held responsible for any items returned to us that are lost in transit.
Unit 6, Second Floor Plantagenet Building, 98 Spencer Street, Birmingham B18 6DB