WHERE IS YOUR JEWELLERY MADE? 

All our work is designed and handmade in the UK. We have a studio on the Isle of Wight where we design and make all our jewellery. We also collaborate with UK based specialist professional craftspeople such as stone setters and engravers on specific pieces.

HOW IS YOUR JEWELLERY MADE?

All our jewellery is made by hand. We focus on intentional design and slow craftsmanship, using made-to-order and small batch production methods so that we don’t make more than necessary.

IS IT POSSIBLE TO VISIT YOUR STUDIO TO SEE A PIECE IN PERSON? 

To ensure every client receives our full, undivided attention, our studio operates by appointment only. We also offer video consultations where we can show you a curated selection of pieces to help you envision how a piece will look when worn. Book a consultation here. 

WHAT IS YOUR JEWELLERY MADE FROM?

Our jewellery is handmade from recycled sterling silver and 9ct gold. Much of our metal is recycled from our offcuts by ourselves in our studio and when we do buy new metal stock, we make sure that all silver is recycled and all gold is certified Fairtrade Gold from UK suppliers. This way we can be certain that the refiners and miners producing the metal benefit from safer working conditions, environmental protection, and fair pay by being paid a living wage. 

WHERE DO YOUR GEMSTONES & PEARLS COME FROM?

We use ethically sourced gemstones & pearls from longstanding trusted UK suppliers who align with the values of the Responsible Jewellery Council. We want to do our best to ensure that the miners, pearl farmers & gemstone cutters who made our gemstones and pearls have been treated with dignity and paid a fair price for their product.

IS YOUR PACKAGING SUSTAINABLE?

Our commitment  to sustainability includes all our packaging. Our keepsake jewellery boxes are made in the UK from recycled board, our travel pouches are sewn locally from sustainably sourced cotton and our recycled paper gift wrap is plastic free, including the ribbon. We are proud to offer luxurious sustainable packaging that is as beautiful as it is 100% recyclable.

I NEED MY ORDER URGENTLY. WHAT CAN I DO?

Please get in touch by email if you need a piece urgently. All our jewellery is made to order, with the length of time needed for production listed on each product page. We will always do our best to accommodate your timeline if possible, please contact us here.

CAN YOU CUSTOMISE JEWELLERY?

We’re able to customise many designs for you. We can alter the length of bracelets and necklaces, change the metal and gemstones or personalise a piece with engraving for example. Simply contact us by email and we’ll be happy to help. 

HOW DO I ORDER A BESPOKE PIECE?

Share your initial ideas with us by email to begin your bespoke journey. This helps us understand your vision, allowing us to craft a piece that truly resonates with you and reflects the story you wish to tell. We’ll then get in touch to book a phone, email or video consultation to discuss your ideas in more detail.

THE PIECE I’D LIKE TO PURCHASE IS OUT OF STOCK, WHAT CAN I DO?

If an item is out of stock or discontinued, we may be able to make it for you. Email us 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 or bespoke version if we are unable to reproduce the exact design.

AM I ABLE TO CHANGE MY ORDER?

Please email orders@susiewarner.com as soon as possible after ordering to amend an order or update your delivery address. If production is underway we may not be able to change or cancel a custom, personalised or bespoke order. Unfortunately we are unable to cancel or update your order once it has shipped.

CAN I CANCEL AN ORDER?

Under the UK 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 our returns policy can be please refer to our returns policy page.

THERE IS A PROBLEM WITH THE ORDER I'VE RECEIVED, WHAT SHOULD I DO?

Please get in touch with us by email at orders@susiewarner.com if there is a problem with your order. We’ll review your issue and be in touch with the next steps to rectify the situation for you.

HOW MUCH IS DELIVERY?

Delivery within the UK is FREE for orders over £100. Delivery for orders below £100 is £5.95. Delivery to international destinations is FREE above an order value of £200. Delivery for orders below £200 is £25. For full details please see our Delivery page.

DO YOU OFFER INTERNATIONAL SHIPPING?

We ship worldwide. Please visit our Delivery page for full details. 

WHEN WILL MY ORDER BE DISPATCHED?

All our jewellery is made to order, and the production time for an item is listed on the product page. When you place an order you receive an order confirmation and dispatch notification with the tracking number once your order has shipped. Please let us know when you order if you need your jewellery by a specific date.

WILL I BE CHARGED 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.

WHERE IS MY ORDER?

Once your order has shipped, you will receive a dispatch notification with tracking details. While rare, postal delays can occasionally occur due to weather or customs processing. We recommend allowing up to 5 working days for UK delivery and 15 working days for international delivery destinations before contacting us. Please ensure that the delivery address is correct by checking your order confirmation or dispatch notification. If the shipping address has been entered incorrectly, the parcel will be returned to us and you will be responsible for additional shipping costs. We’re happy to assist, please email orders@susiewarner.com with your name and order number for more information.

DO YOU OFFER GIFT WRAPPING?

We can gift wrap your order and include a personalised handwritten gift message for you. Simply let us know in the notes box when you checkout. We use online invoicing and shipped orders include delivery notes without any pricing details.

HOW IS MY ORDER PACKAGED?

Your order will arrive packed in fully recyclable packaging. Your jewellery will be packaged in our sustainable keepsake boxes, tied with ribbon and including a cotton travel pouch and care card. Our sustainable packaging is as beautiful as it is 100% recyclable.

HOW DO I RETURN AN ITEM?

To request a return, please email us including your order number within 14 days of receipt. We’ll then issue a return authorisation reference to include with your return. All items returned must include the return authorisation reference and be sent back in pristine condition, unworn and securely packed in the original packaging. 

Please note: We do not accept returns that have not been agreed prior to shipping and goods will be returned to you at your own cost. If you are returning an unsuitable item to us for a refund, the cost of returning the item to us is your responsibility. 

For full details of our returns policy please see our returns page.

ARE THERE ANY ITEMS THAT CANNOT BE RETURNED?

The following items are not eligible for return or exchange:

• Pierced Earrings (in accordance with UK health & hygiene regulations).
• Bespoke or commissioned jewellery.
• Personalised jewellery.
• Customised jewellery.

CAN I EXCHANGE AN ITEM?

To request a return to be exchanged for a similar item, please email orders@susiewarner.com including your order number within 14 days of receipt. We will issue you with a return authorisation number to include with your return. 

Please note: We do not accept returns that have not been agreed prior to shipping and goods will be returned to you at your own cost. If you are returning an unsuitable item to us for an exchange, the cost of returning the item to us is your responsibility. 

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. Should you receive an item you believe to be faulty or damaged, please get in touch with us at orders@susiewarner.com within 30 days of purchase, including photographs and a description of the issue. We'll review your request and contact you as soon as possible with the next steps.

Return postage for confirmed faulty items will be refunded.

PRODUCT WARRANTY & REPAIRS

Each Susie Warner piece is covered by a one-year warranty. During this period, we will repair or replace any item that has developed a fault due to a manufacturing defect. This warranty applies under normal conditions of wear and does not cover accidental damage, misuse, or general wear and tear.

Should your jewellery need to be repaired after the warranty expiration date, please contact us via email, including photographs and a description of the issue. We’ll review, provide an estimated cost of repair and advise how to return your item for repair. 

HOW DO I CARE FOR MY JEWELLERY?

Our jewellery is designed to last a lifetime. Handcrafted from Sterling Silver and 9ct Gold, set with precious and semi-precious stones, each piece deserves to be cared for gently. 

Click here for our Jewellery Care guide with tips to ensure your favourite treasures remain as radiant as the day you first wore them.

DO YOU REPAIR JEWELLERY?

We’re here to help should your jewellery become damaged, broken or require professional cleaning. We repair all issues with our own jewellery, re-string any pearls or beads and can even remodel jewellery through our Reimagined service. Simply contact us by email to discuss repairs.

HOW CAN I PAY FOR MY ORDER?

Through Shopify Payments, PayPal, Google Pay and Apple Pay we accept all major UK and international credit and debit cards including Visa, MasterCard, Visa Debit, Visa Electron, Switch, Discover and American Express. All funds must have been cleared prior to dispatch 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.

IS MY DATA SECURE?

We take data security very seriously. Please read our Privacy Policy and Terms of Service for full details on how we handle your data.