Frequently Asked Questions


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 check out. We can also accept orders through email. When an order is placed by email we then send an invoice with a link online payment. 

I need my order urgently. What can I do?

All our jewellery & hair accessories are made to order, and the length of time needed for production of each product is listed on each product page.  If we are able to make a piece urgently, we note that 'urgent orders' may be possible on the product page. We will always do our best to help if we possibly can, please contact us here.

How do I order a bespoke item?

We love to design and make bespoke orders. We can customise an existing item or design a piece from scratch just for you. Please contact us at to discuss your ideas.

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

Can I place an order by phone?

Orders can only be placed online or through email. However, please do contact us by email here if you have any questions or queries at all. 

Do you accept international orders?

Yes of course! Payment for orders are made in pounds sterling (£) using the PayPal or Shopify 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 Shopify Payments, 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 an 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 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, we may be able to make it for you. Email quoting the product name and we will be able to advise whether we are able to make it for you, or offer you an alternative/bespoke version if we are unable to reproduce the exact design. 

Do prices include VAT?

All prices quoted on our website are in pounds sterling (£), and we do not charge UK VAT on our products. Please note that international orders may be subject to local import duties and taxes.



How much is delivery?

Delivery within the UK is FREE for orders over £100. Delivery to international destinations is FREE above an order value of £150, and costs £15.00 for all international orders £149.99 and below.

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. Both services require a signature upon receipt. International orders are sent by Royal Mail International Tracked & Signed, a trackable service which requires a signature upon receipt.

When will my order be delivered?

We can manufacture and despatch many products within 1-4 weeks, and our lead times for a specific product are stated on the product page. When you place an order you receive an order confirmation and supply you with a tracking code once the order has been posted. UK orders take approximately 1-2 working days, and international delivery takes 5-10 working days depending upon the destination.

Will I need to sign for my order?

All orders will require a signature upon receipt. If a signature cannot be obtained, Royal Mail will leave a card for you to re-arrange delivery or collect your order in person. International orders will also require a signature upon receipt from your local postal service.

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?

Orders from countries outside the UK 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.


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 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 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 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.

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.



How is my gift packaged?

Every single item from Susie Warner comes beautifully packaged in it own branded 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 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 I 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.