Bespoke Orders

We love to undertake bespoke commissions! If you have a special request, drop us an email or give us a ring and let us design something spectacular for you. We often make bespoke pieces for a special occasion and frequently work with brides to create their very own perfect piece of jewellery or stunning headdress for their Wedding day. We can also make any piece of jewellery you see in our shop in 18ct solid gold, use diamonds instead of semi precious stones and alter any of our pieces especially for you, just contact us at info@susiewarner.com for a quote! Bespoke pieces can take 4-6 weeks to make, although if you do need your jewellery sooner we are usually able to help. You will be advised of the anticipated despatch date upon placing the order.

Delivery Information

We hand make all jewellery to order. Your jewellery will be sent to you within 2-4 weeks from the date of your order (although in practice we're often able to despatch it sooner, just contact us before you order if you need it by a certain date). You will be advised of the expected despatch date upon ordering and will receive notification of once the order has been despatched. Your parcel will require a signature on receipt.

UK Deliveries
Delivery to the UK mainland and Channel Islands costs £6.00 per order. All parcels are sent by the Royal Mail Special Delivery service for security. Most parcels (with the exception of bespoke or commissioned items) are despatched within 2 weeks of purchase and delivery takes approximately one working day. All parcels have a tracking reference which can be supplied to you on request.

International Deliveries
Delivery to International Destinations costs £8.00 per order. All parcels are sent by the Royal Mail Airsure service for added security. Most parcels (with the exception of bespoke and commissioned items) are despatched within 2 weeks of purchase and delivery takes up to 5 working days. All parcels have a tracking reference which can be supplied to you on request but do not require a signature upon receipt.

All payments must be received and authorised before shipment.

Packaging
All items are delivered to you in our signature gift box which is a jet black box featuring a silver Susie Warner crest and lined with pink tissue. Our boxes are hand made in the UK from recycled board and are fully recyclable. We take great care to package our items securely, safely and beautifully.

Late or Lost Deliveries

If you experience a problem with the delivery of your order please contact us immediately. We will provide you with the Royal Mail tracking number so that you can enquire about your delivery with Royal Mail. In the event of a non-delivery, we can only replace or refund the order after 20 working days when Royal Mail will confirm that the parcel is lost. We cannot be held responsible for late or lost delivery.

Payment Methods

We use the PayPal shopping cart service, so we are able to accept many different credit cards and payment methods including PayPal, Visa, MasterCard, Discover and American Express in addition to also being able to accept bank debit cards such as Switch, Maestro and Visa Debit. A PayPal account isn't necessary in order to use our cart, as all your details can simply be entered when you are ready to checkout. We are also able to accept cheques drawn from a UK bank account. All monies must have cleared prior to goods being despatched.

Ordering Online

Ordering online with us is safe and secure. As we use the PayPal shopping cart system we are able to employ a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure. For your security your credit card details will not be saved in our system, so once your purchase is completed we will have no record of your credit card details.

Please be aware that whilst great care is taken to accurately describe the jewellery shown on the website, all items are handmade from natural materials and as such their composition and colour can vary slightly from that shown. All measurements are approximate. We are also aware that variations in monitor, browser or software calibrations may cause variations in image and colour of items shown, for which we cannot accept responsibility.

Jewellery Care

Our jewellery is carefully handmade from Sterling Silver, Vermeil (22ct gold plated sterling silver), rare vintage components and semi precious stones; please treat it with care. Hair and Beauty products, hot weather and perspiration can react with the metals, causing the silver to tarnish and erode the gold. Our gold plating is a thick layer of 22 Carat Gold over Sterling Silver that can gradually wear, making it seem slightly faded. Everyday or very frequent wear may speed up this process. Treat your jewellery with care, treat it gently and take great care not to spray or coat with perfume, lotions or cosmetics. Jewellery should always be removed before bathing in the pool, shower, or sea. For maximum protection, jewellery should be stored in its original box.

Cleaning

Any cleaning should be undertaken gently and with care. We only recommend gentle non invasive cleaning with a silver polish cloth or very soft toothbrush and warm soapy water. Jewellery containing Gold Plate, Freshwater Pearls, Moonstones or other soft stones should never be immersed in a 'silver dip' solution, as the strength of the solution can damage the surface, fading the plating and dulling the surface of softer semi precious stones. For best results clean jewellery with warm soapy water and a very soft toothbrush or cotton bud. Rinse well and pat dry with a soft cloth. If you have any questions regarding cleaning, care or reconditioning please don't hesitate to get in touch. You can contact us as info@susiewarner.com.

Return / Refund Policy

We can't bear to think that any of our clients should be at all unhappy with their jewellery. If you are not happy with your purchase, we will offer an exchange or full refund minus postage costs for goods returned within 7 days of receipt. All our bespoke pieces are hand made especially to your requirements and as such we are unable to offer refunds for pieces commissioned, unless the item is faulty. If you are returning an item to us for a refund or an exchange, the cost of returning the item to us is your responsibility.

Please contact us within 7 days of receipt to arrange the return of the item. We do not accept returns that have not been agreed prior to shipping and goods will be returned to you at your own cost. All items must be sent back in their original, unworn condition and securely packed in the original packaging. We strongly recommend that all items are returned by Royal Mail Special Delivery, which will provide you with proof of posting and insurance to cover the value of the item. We cannot be held responsible for returns that are lost in transit.

We regret that in compliance with the current Health and Hygiene regulations, we cannot accept the return of pierced items such as earrings unless they are faulty. This does not affect your statutory rights.

To arrange a return of a faulty item or an incorrect order, please email info@susiewarner.com within 14 days of receipt, quoting your order number, name and address, the reason for return and whether you require a refund or replacement. We will then advise on how to proceed with the return. Your original postage costs will only be refunded if the item you received faulty or sent in error. You have 14 days from receipt of the faulty or wrong goods to return them to us. When returning items, we strongly recommend that for your own protection, proof of posting such as that offered by Royal Mail Special Delivery is obtained. We cannot be held responsible for returns that are lost in transit.

All products to be returned must be carefully repacked in their original packing and be in an unworn condition. We will not exchange goods that have been worn, do not have their original packaging or show obvious signs of abuse. In this instance, the goods will be returned to the buyer at their own cost.

In the interests of fraud prevention, your refund will be issued by the same method by which you paid within 28 days of receipt of the return.

Prices

Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Prices are correct at time of publication. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding. All prices are stated in British Pounds Sterling (£ GBP).

Feedback and Complaints

We welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, it will be dealt with promptly. Please contact us at info@susiewarner.com.

Privacy Statement

We have created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses our information gathering and dissemination practices for this web site. We use your IP address to help diagnose problems with our server, and to administer our Web site. Your IP address is used to help identify you and to gather broad demographic information. Our site uses cookies to keep track of your shopping cart. We use cookies to identify you so we can retrieve your information so you don't have to re-enter it each time you visit our site.

Our site's registration form requires users to give us contact information, like their name and email address, and unique identifiers. We use customer contact information from the registration form to send the user information about our company. The customer's contact information is also used to contact the visitor when necessary if they have subscribed to the mailing list. Users may opt-out of receiving future mailings by choosing to un-subscribe.

We do not supply or sell customers details to any outside organisation.

This site may contain links to other sites. We are not responsible for the privacy practices or the content of such web sites.

Security

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All data is protected using the most advanced methods available. We do not store financial information like credit card numbers or personal information like social security numbers on this site.

Services and Conditions of Use

As part of our service, we agree to provide you with information and other services that we may decide to offer, subject to the terms of this agreement. Upon notice published through the service, we may modify this agreement at any time. You agree and continue to agree to use our services in a manner consistent with all applicable laws and regulations and in accordance with the terms and conditions set out in the policies and guidelines outlined below. Please note that you will be referred to as 'customer' in this agreement.

Rules For Online Conduct

By using the service, you agree that you will not attempt to undermine the integrity of this web site.

Limitation Of Liability And Warranty

CUSTOMER AGREES THAT USE OF THE SERVICE IS ENTIRELY AT CUSTOMER'S OWN RISK. SERVICES ARE PROVIDED 'AS IS,' WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY WARRANTY FOR INFORMATION, SERVICES, UNINTERRUPTED ACCESS, OR PRODUCTS PROVIDED THROUGH OR IN CONNECTION WITH THE SERVICE, INCLUDING WITHOUT LIMITATION THE SOFTWARE LICENSED TO THE CUSTOMER AND THE RESULTS OBTAINED THROUGH THE SERVICE. SPECIFICALLY, WE DISCLAIM ANY AND ALL WARRANTIES, INCLUDING WITHOUT LIMITATION: 1) ANY WARRANTIES CONCERNING THE AVAILABILITY, ACCURACY OR CONTENT OF INFORMATION, PRODUCTS OR SERVICES; AND 2) ANY WARRANTIES OF TITLE OR WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

THIS DISCLAIMER OF LIABILITY APPLIES TO ANY DAMAGES OR INJURY CAUSED BY ANY FAILURE OF PERFORMANCE, ERROR, OMISSION, INTERRUPTION, DELETION, DEFECT, DELAY IN OPERATION OR TRANSMISSION, COMPUTER VIRUS, COMMUNICATION LINE FAILURE, THEFT OR DESTRUCTION OR UNAUTHORIZED ACCESS TO, ALTERATION OF, OR USE OF RECORD, WHETHER FOR BREACH OF CONTRACT, TORTUOUS BEHAVIOR, NEGLIGENCE, OR UNDER ANY OTHER CAUSE OF ACTION. CUSTOMER SPECIFICALLY ACKNOWLEDGES THE SERVICE IS NOT LIABLE FOR THE DEFAMATORY, OFFENSIVE OR ILLEGAL CONDUCT OF OTHER CUSTOMERS OR THIRD-PARTIES AND THAT THE RISK OF INJURY FROM THE FOREGOING RESTS ENTIRELY WITH CUSTOMER.

NEITHER THE SERVICE NOR ANY OF ITS AGENTS, AFFILIATES OR CONTENT PROVIDERS SHALL BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF USE OF THE SERVICE OR INABILITY TO GAIN ACCESS TO OR USE THE SERVICE OR OUT OF ANY BREACH OF ANY WARRANTY. CUSTOMER HEREBY ACKNOWLEDGES THAT THE PROVISIONS OF THIS SECTION SHALL APPLY TO ALL CONTENT ON THE SERVICE.