Returns & Refunds

We hope you will be delighted with your order, however should there be a problem with your purchase, we will do our very best to ensure we can rectify the issue in a timely manner, or alternatively offer an exchange or full refund minus any postage costs for any applicable goods returned within 14 days of receipt. Certain specific products, such as bespoke orders and items of a personal nature are excluded from our standard refund policy, please see below for more details.

 

Returns & Exchanges

Please contact us at orders@susiewarner.com within 14 days of receipt to arrange a return or an exchange. 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. 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. 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.

Faulty Items

To arrange a return of a faulty item or an incorrect order, please email orders@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 be refunded should the item you received be faulty or sent in error. You have 14 days from receipt of the faulty or incorrect 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.

Exemptions

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

 

We ask that all products to be returned must be carefully repacked in their original packing to prevent damage during transit and be in an original, unworn condition. We will not exchange goods that have been worn for 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.


In the interests of fraud prevention, your refund will be issued by the original method of payment within 14 days of receipt and authorisation of the return.