UK RETURNS

To request a return, please email orders@susiewarner.com including your order number within 14 days of receipt. We will issue you with a return authorisation reference 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.

All items must include the return authorisation reference and be sent back in their original, unworn condition, securely packed in the original packaging. 

If you are returning an unsuitable item to us for a refund, the cost of returning the item to us is your responsibility. 

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.

INTERNATIONAL RETURNS

To request a return, please email orders@susiewarner.com including your order number within 14 days of receipt. We will issue you with a return authorisation reference 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.

All items must include the return authorisation reference and be sent back in their original, unworn condition, securely packed in the original packaging. 

If you are returning an unsuitable item to us for a refund, the cost of returning the item to us is your responsibility. 

We strongly recommend that all items are returned by a trackable and insured delivery service 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.

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 reference 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.

All items must include the return authorisation reference and be sent back in their original, unworn condition, securely packed in the original packaging. 

If you are returning an unsuitable item to us for an exchange, the cost of returning the item to us is your responsibility. 

We strongly recommend that all items are returned by a trackable and insured delivery service 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.

Please note we can only accept exchanges from UK orders.

Our jewellery is made to order in our studio and we place great importance on our attention to detail. 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.

We pack all our orders in our studio and do our best to ensure all items are packed correctly. However, should you believe your item to be incorrect, please get in touch with us at orders@susiewarner.com within 14 days of receipt, including your order number and description of the issue. We’ll review your request and contact you to advise the next steps.

Return postage for confirmed incorrect items will be refunded.

For updates on your return, please contact us via email at orders@susiewarner.com.

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.

Certain products and services are exempt from our refund policy in compliance with UK distance selling regulations. All our bespoke, commissioned, customised and personalised jewellery is sold as a service, because it is hand made especially to your requirements. As such we are unable to offer refunds for commissioned pieces unless the item is faulty and will work with you to rectify any issues with your order. In addition, in compliance with 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.

Refunds will be processed within 14 days of receipt and authorisation of the return.

In the interests of fraud prevention, your refund will be issued by the original method of payment. 

All refunds are processed during business hours Monday - Friday.

Any product returned must be in its original, unworn and undamaged condition.

Products must be returned in their original packaging. 

We will not exchange goods that have been worn for some length of time (rather than simply having been tried on), 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.

Some items are ineligible for return. Please see the Items Not Eligible For Returns section above for details.

Return postage for unsuitable but non faulty items is the responsibility of the buyer. Return postage (with the exception of taxes, duties or packing charges) for faulty items and incorrect orders will be refunded upon processing of the authorised return.

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.