Frequently Asked Questions

Orders

 

How do I place an order?

You can either place an order directly through our website, or by email. Ordering online is easy, just click on the item you wish to buy, enter the quantity in the box and click the ‘add to basket’ button. You can then choose to continue shopping or checkout. We also accept orders through email. When an order is placed by email we then send an invoice with a link online payment. We often use this method for bespoke orders.

I need my order urgently. What can I do?

If you need an order urgently, just contact us at orders@susiewarner.com and we will do our best to help. We can usually manufacture and despatch within a couple of days if it is at all possible.

How do I order a bespoke item?

Its so simple to order a bespoke item! Just email us at orders@susiewarner.com and explain what you're thinking of. We will then make a few suggestions, and send over a few drawings for you to look through with an indication of cost and lead time. Once you're completely happy with the design, we manufacture the piece to your exact specification and hey presto! You have your very own utterly unique piece created especially for you. Our bespoke service is free, we never charge for design time, and there is no obligation to purchase anything even if we have sent you drawings. A bespoke piece only ever goes ahead once you have approved the final design and final cost. Once you have approved the final design and final cost, we send you an invoice with a link to online payment, and when payment has cleared, we start manufacture of your design. Bespoke pieces can take approximately 2-8 weeks to make.

How do I use my discount code?

Its easy! Simply enter your discount code at checkout, and you should see the discount applied to the total amount of your order. If you do have any problems just contact us at orders@susiewarner.com

Can I place an order by phone?

Unfortunately, for the moment orders can only be placed online or through email. However, please do contact us by email if you have any questions or queries at all. Our contact details can be found on the Contact Us page.

Do you accept international orders?

Yes of course! Payment for orders are made in pounds sterling (£) using the PayPal or Stripe payment handling systems, which convert currencies automatically and ensure that we are able to accept a very wide variety of UK and international credit/debit cards.

How can I pay for my order?

Online payment is the easiest way to pay for your order. Through PayPal and Stripe, we accept all major UK and international credit and debit cards: Visa, MasterCard, Visa Debit, Visa Electron, Switch, Discover. We can also accept payment by UK cheque and UK bank transfer after agreement. If you would prefer to make payment by cheque or bank transfer please contact us prior to placing your order. All funds must have cleared prior to despatch of your order.

When will my credit or debit card be charged?

If the payment is authorised, your card will be debited immediately and you will receive a order confirmation e-mail from us. Depending upon your bank, payments can take a couple of days to show up on your account, although the amount will have already been debited. Should the payment not be authorised, your card will not be charged, and you may wish to contact your card issuer for further information.

Can I check the status of my order?

Contact us at orders@susiewarner.com quoting your order reference, for full update on the status of your order. 

Can I cancel an order?

Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order and are entitled to a full refund, excluding the delivery charge. Order cancellations must be made in writing quoting your order reference number, within 14 days of placing your order. Please note that certain items such as pierced earrings and bespoke items are exemptions under these regulations. For full details of the returns policy can be please refer to our returns policy page.

An item I’d like to purchase is out of stock, what can I do?

If an item is out of stock, just send an email to orders@susiewarner.com quoting the product name and we will check with the workshop whether we would be able to make it for you.

Do prices include VAT?

All prices quoted on our website are in pounds sterling (£) and include the UK VAT. Please note that international orders may be subject to local import duties and taxes.

 

Delivery

 

How much is delivery?

Delivery within the UK is FREE for ALL orders. Delivery to international destinations is FREE above an order value of £29.99, and £8.00 for all international orders below £29.99.

How will my order be delivered?

We use the Royal Mail Signed For service for all UK orders below £50 in value, and the Special Delivery 1pm service for all orders above £50 in value. International orders are sent by Royal Mail Airsure.

When will my order be delivered?

We can manufacture and despatch send most pieces within 5 working days, and our estimated lead times for each product are stated on each product page. When you place an order we confirm the despatch date, and confirm despatch once the order has been posted. UK orders take 1-2 working days, and international delivery takes 3-10 working days depending upon the destination.

Will I need to sign for my order?

Most orders will require a signature upon receipt. If a signature is unavailable, Royal Mail leave a card for you to re-arrange delivery or collect your order in person. International orders do not require a signature upon receipt.

Can I have my order delivered to an alternative address?

Yes of course. We can arrange delivery to an alternative address within the UK. Unfortunately all international orders must be sent to the cardholders billing address in the interests of credit card security. 

What happens if I am not in when my parcel is delivered?

If you are not home when delivery is attempted, Royal Mail will leave a card for you to arrange for the item to be re-delivered or to collect from your local sorting office.

Will I have to pay customs duty or import taxes?

At present, orders placed from within EU countries are not subject to customs duty or import taxes. Orders from countries outside the EU may be subject to customs duty and import taxes. Any import duty will be levied once your goods reach their destination country and additional charges for customs clearance must be borne by the recipient.

What if my order is late or lost in the post?

If you experience a problem with the delivery of your order please contact us and we will do our best to help you trace it. 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.

Returns

 

What is your returns policy?

We offer a 14 day returns policy. We will accept and issue a refund for the cost of any unsuitable item, with the exception of pierced earrings and bespoke items providing they are returned in original condition and packaging. We strongly recommend for your own security that returns are sent by tracked and insured post, and that proof of posting is obtained. The customer is responsible for the return delivery cost for all unsuitable items. Full details of our returns policy can be seen on our Return and Refunds page.

I bought something but it doesn't go with my dress. What can I do?

Depending upon the item, we can offer an exchange, credit note or refund for you. Email us at orders@susiewarner.com. Please note that unfortunately, due to compliance with health and hygiene regulations, we are unable to accept return of pierced earrings.

How do I return an unsuitable item?

Email us at orders@susiewarner.com for a Returns Authorisation, as we cannot accept returns without notification. Package the item securely, unworn and in the original packaging, and send it to our returns address using a tracked insured postal service, retaining proof of posting for your own security. We will then acknowledge the return and arrange a refund or exchange for you.

When will my card be refunded?

Your card will be refunded within 7 working days of us receiving your return and you will receive a notification email to confirm the refund. Depending upon the bank, refunds could take up to 28 days to show in your account.

I received an item which is faulty. What should I do?

As every item is hand made to order, and thoroughly inspected by us prior to despatch, faulty items are very rare. We take any item reported as faulty extremely seriously and arrange a formal investigation of the item to determine the nature and cause of the fault. If the goods you have received are faulty, please email us immediately at orders@susiewarner.com to obtain Returns Authorisation, and then follow the procedure outlined above, returning the items within 14 days of receipt.

Will you confirm you have received my return?

We will issue a refund confirmation by email within 7 working days of us receiving the returned goods. In the unlikely event that you have not received a refund confirmation email within 14 days of posting your return to us, please contact us with your order number, name, billing address and postal service tracking number.

When will my card be refunded?

Your card will be refunded within 7 working days of us receiving your return and you will receive a notification email to confirm the refund. Depending upon the bank, refunds could take up to 28 days to show in your account.

Will you confirm when my credit card has been refunded?

You will receive an email confirming the refund within 7 working days of us receiving your return.

Can I exchange an item?

If an item you have ordered is unsuitable and you wish to order a different item, we are happy to exchange the item or issue a credit note. Unfortunately, we cannot exchange pierced earrings, in compliance with health and hygiene regulations.

 

Gifts

 

How is my gift packaged?

Every single item from Susie Warner comes beautifully packaged in it own branded white and gold gift box, complete with a travel pouch. Perfect for a gift and a lovely treat for yourself! Have a look at our delivery & packaging page for more information.

I’m buying several gifts for different people. Do I need to purchase additional gift boxes?

No, not at all! Every item comes presented in it own gift box, so there's no need to purchase additional gift boxes! We love giving our customers little touches of luxury!

Can you include a gift message with my order?

Of course! You can either leave the message in the comments box at check out, or email us at orders@susiewarner.com. All our gift messages are handwritten on a beautiful gift card and included with your order.

I’m buying a gift. What if they don’t like it?

We are happy to exchange or issue a credit note for items (excluding pierced earrings and bespoke items) which have been purchased a gift and are not suitable providing they are returned with a gift receipt and within 30 days of receipt of the goods. The original card holder that made the purchase can contact us to arrange return of the item (with the exception of pierced earrings and bespoke items) for a refund. Please see our returns and refunds policy for more details.

I’ve received a gift from Susie Warner which isn’t suitable. Can a have a refund?

While we are happy to offer an exchange or issue a credit note for unsuitable items (with the exception of pierced earrings or bespoke items), unfortunately, in the interests of security, we are only able to issue a refund to the original card holder.