Terms & Conditions

Susie Warner Jewellery is a brand and online boutique specialising in designing and manufacturing high quality jewellery and hair accessories. We use Sterling Silver, Gold Vermeil and Silver Plated alloys, with Cubic Zirconia, Semi Precious stones, Swarovski Crystal and responsibly sourced natural Pearls, and comply fully with the EU Nickel Directive. We believe our customers will be delighted with the exceptional quality of our products. Our customers are of the utmost importance to us, we aim is to provide an excellent service and exceeding your expectations.

 

Secure Online Payment

We use both the Shopify (powered by Stripe) and PayPal shopping cart services, so we are able to accept many different credit cards and payment methods including PayPal, Visa, MasterCard, Discover and American Express in addition to also being able to accept bank debit cards such as Switch, Maestro and Visa Debit. A PayPal account is not necessary in order to use our cart, as all your details can simply be entered when you are ready to checkout. We do not keep any sensitive information on our own servers. We are also able to accept cheques and bank transfers drawn from a UK bank account. All monies must have cleared prior to goods being despatched.

 

Credit Card Security

Ordering online with us is safe and secure. As we use the PayPal and Shopify shopping cart systems we are able to employ a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure. For your security your credit card details will not be saved in our system, nor do we keep any sensitive information on our servers, so once your purchase is completed we will have no record of your credit card details.

 

Prices

Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Prices are correct at time of publication. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding. All prices are stated in British Pounds Sterling (£ GBP)

 

Postage and Delivery

All our items are hand made to order and expected lead times are noted on each specific product page. We can usually manufacture and despatch most items (with the exception of pieces from the Trousseau, Coquette and Objet Trouvé ranges) within 5 working days, and you will be notified of the exact despatch date when the order is confirmed. If you do need an item immediately, we can also offer an express service at no extra charge.

 

UK Delivery (Including Highlands & Islands, Northern Ireland, Channel Islands & Isle of Man)

Standard UK Delivery:

FREE

We use Royal Mail Signed For service for orders below £36. Orders valued at over £36 are sent by Royal Mail Special Delivery. Orders will be delivered within 5-10 working days*

International Delivery:

FREE for orders valued at £29.99 and above.

£9.00 for orders valued below £29.99.

We use the Royal Mail Airsure tracked service. Delivery will be made within 3-10* working days dependent upon the destination. Parcels do not require a signature upon receipt.

Please note that international orders from countries outside the EU may incur a customs charge.

*Dependent upon the lead time quoted at point of order

 

Returns & Refunds

We offer a 14 day returns policy. We will accept and issue a refund for the cost of any unsuitable item (which are not exempt from our returns policy, such as pierced earrings and items of a personal nature, please see our returns policy for more details) providing they are returned unused, in their original condition and packaging.

Please contact us at orders@susiewarner.com within 14 days of receipt of your order to advise us that an item is to be returned. We cannot be held responsible for goods returned but not received by us, and we strongly recommend that your return should be posted by an insured and tracked postal service such as Royal Mail Signed For or Special Delivery. You are responsible for returning unsuitable goods to us within 14 days of receipt at your cost. This does not apply to items found to be faulty as outlined under Faulty Goods.

Refunds will be issued to the original card holder within 7 working days of receipt. You will receive a confirmation email to advise you that your refund has been issued. Refunds can take several days to appear on your bank statement, dependent upon the card issuer.

 

Faulty Goods

As every item is hand made and thoroughly checked prior to despatch, faulty goods are extremely rare and we take any instance of an item being faulty very seriously. Should you have received a faulty item, or an item is shown to have a fault within 30 days of purchase, we ask that the piece is returned to us by a tracked postal service in the original packaging to prevent any further damage. We will then thoroughly assess the piece and determine the exact cause of the fault. We will offer to repair, replace or refund the item in full, and your postal costs will be reimbursed. Your statutory rights are not affected. Should an item become faulty after 30 days of receipt, but within a reasonable period of time, we will be happy to arrange a repair for you.

 

Goods Damaged in Transit

In the unlikely event that your product has been damaged in transit, please contact us immediately at orders@susiewarner.com and return the goods to us within14 days of delivery. Please include your name, address, telephone number and order number. Damaged goods will be replaced free of charge or a full refund issued.

 

Lost Goods

Please contact us if you have not received your goods within 7 days of placing your order after confirmation of despatch. We will take up the matter with Royal Mail to rectify the situation. Please be aware that it is your responsibility to provide full and correct delivery details including postcode. We cannot accept responsibility for orders which fail to be delivered due to an incomplete or incorrect delivery address or post code

 

Your Responsibility

Delivery will be made to the address supplied by you at the time of ordering. Therefore, it is your responsibility to ensure you provide full and correct delivery details including postcode. We are unable to accept responsibility for orders which fail to be delivered due to an incomplete or incorrect delivery address or post code. Your order details will be confirmed prior to completing your order to allow you to check the details you are providing us. In addition, you will also receive a confirmation email following placement of your order to further allow you to check the details you have provided. It is your responsibility to notify us of any error you have made by emailing us with the correct details and your order number prior to dispatch of your order. We are unable to adjust your delivery address once your order has been dispatched. In the event your order has not arrived due to providing an incorrect delivery address, Royal Mail will usually return the order to sender. In this case, we will issue a refund once we receive your returned order (excl. P&P charges) and you will receive a Refund Confirmation email to inform you that your card or PayPal account has been credited. If your order is still required, you will need to place a separate order and ensure the correct details are supplied.

In the event that goods are returned to us which are not the property of Susie Warner Jewellery, we will contact the owner via email, letter or telephone. Goods which are not the property of Susie Warner Jewellery will be stored for 3 months and the owner must arrange collection of their goods within this time at their own expense.

 

Our Responsibility

Susie Warner Jewellery cannot be held responsible for any disruptions to our services that are beyond our control. Whilst we will do everything in our power to correct any disruption to our service, we do not make any promise that our website or service is entirely error free.

Please be aware that whilst great care is taken to accurately describe and display the jewellery and accessories shown on our website, all items are handmade from natural materials and as such their composition and colour can vary slightly from that shown. All measurements and dimensions are approximate and may vary slightly.

We are also aware that variations in monitor, browser or software calibrations may cause variations in image and colour of items shown, for which we cannot accept responsibility.

Susie Warner Jewellery cannot be held responsible for marginal differences in the products supplied.

 

Jewellery Care

Our jewellery is carefully handmade from Sterling Silver, Vermeil (18ct gold plated sterling silver), Silver plated components, Swarovski crystal and semi precious stones; please treat it with care. Hair and Beauty products, hot weather and perspiration can react with the metals, causing the silver to tarnish and erode the gold. Our gold plating is a very thick layer of 18ct Gold over Sterling Silver that can gradually wear, making it seem slightly faded. Everyday or very frequent wear may speed up this process. Treat your jewellery with care, treat it gently and take great care not to spray or coat with perfume, lotions or cosmetics. Jewellery should always be removed before bathing in the pool, shower, or sea. For maximum protection, jewellery should be stored in its original box.

Any cleaning should be undertaken gently and with care. We only recommend gentle non invasive cleaning with a silver polish cloth or very soft toothbrush and warm soapy water. Jewellery containing Gold Plate, Freshwater Pearls, Moonstones or other soft stones should never be immersed in a 'silver dip' solution, as the strength of the solution can damage the surface, fading the plating and dulling the surface of softer semi precious stones. For best results clean jewellery with warm soapy water and a very soft toothbrush or cotton bud. Rinse well and pat dry with a soft cloth. We are happy to offer advice should you have any questions regarding cleaning, care or reconditioning, please contact us at orders@susiewarner.com.

 

Security Checks

We may occasionally carry out security checks and have the right to refuse access to our website should we consider it necessary.

 

Privacy Policy

We value our customers privacy. Please click here to see our Privacy Policy.

 

Copyright and Trademarks

All content of SusieWarner.com including product design, illustrations, website design, images, written and all other materials is owned, controlled or licensed by Susie Warner Jewellery. All our content is protected by copyright and other intellectual property rights and cannot be used without the permission of Susie Warner Jewellery. We take infringement of our copyright and intellectual property rights extremely seriously.

 

Feedback, Complaints and Testimonials

We welcome feedback from our customers as it enables us to improve our service. We love to see images of you wearing your jewellery, please feel free to send them to us at orders@susiewarner.com and we may well feature them on our website or facebook page!

We deal with any complaints and concerns promptly and will do our utmost to rectify any situation where you are unhappy with your jewellery. Should you have a complaint regarding any part of our service, please contact us quoting your order number at orders@susiewarner.com

 

Website Security

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All data is protected using the most advanced methods available. We do not store financial information like credit card numbers or personal information on this site.

 

Services and Conditions of Use

As part of our service, we agree to provide you with information and other services that we may decide to offer, subject to the terms of this agreement. Upon notice published through the service, we may modify this agreement at any time. You agree and continue to agree to use our services in a manner consistent with all applicable laws and regulations and in accordance with the terms and conditions set out in the policies and guidelines outlined below. Please note that you will be referred to as 'customer' in this agreement.

 

Rules For Online Conduct

By using the service, you agree that you will not attempt to undermine the integrity of this web site.

 

Limitation Of Liability And Warranty

THE CUSTOMER AGREES THAT USE OF THE SERVICE IS ENTIRELY AT THE CUSTOMER'S OWN RISK. SERVICES ARE PROVIDED 'AS IS,' WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY WARRANTY FOR INFORMATION, SERVICES, UNINTERRUPTED ACCESS, OR PRODUCTS PROVIDED THROUGH OR IN CONNECTION WITH THE SERVICE, INCLUDING WITHOUT LIMITATION THE SOFTWARE LICENSED TO THE CUSTOMER AND THE RESULTS OBTAINED THROUGH THE SERVICE. SPECIFICALLY, WE DISCLAIM ANY AND ALL WARRANTIES, INCLUDING WITHOUT LIMITATION: 1) ANY WARRANTIES CONCERNING THE AVAILABILITY, ACCURACY OR CONTENT OF INFORMATION, PRODUCTS OR SERVICES; AND 2) ANY WARRANTIES OF TITLE OR WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

THIS DISCLAIMER OF LIABILITY APPLIES TO ANY DAMAGES OR INJURY CAUSED BY ANY FAILURE OF PERFORMANCE, ERROR, OMISSION, INTERRUPTION, DELETION, DEFECT, DELAY IN OPERATION OR TRANSMISSION, COMPUTER VIRUS, COMMUNICATION LINE FAILURE, THEFT OR DESTRUCTION OR UNAUTHORIZED ACCESS TO, ALTERATION OF, OR USE OF RECORD, WHETHER FOR BREACH OF CONTRACT, TORTUOUS BEHAVIOR, NEGLIGENCE, OR UNDER ANY OTHER CAUSE OF ACTION. CUSTOMER SPECIFICALLY ACKNOWLEDGES THE SERVICE IS NOT LIABLE FOR THE DEFAMATORY, OFFENSIVE OR ILLEGAL CONDUCT OF OTHER CUSTOMERS OR THIRD-PARTIES AND THAT THE RISK OF INJURY FROM THE FOREGOING RESTS ENTIRELY WITH CUSTOMER.

NEITHER THE SERVICE NOR ANY OF ITS AGENTS, AFFILIATES OR CONTENT PROVIDERS SHALL BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF USE OF THE SERVICE OR INABILITY TO GAIN ACCESS TO OR USE THE SERVICE OR OUT OF ANY BREACH OF ANY WARRANTY. CUSTOMER HEREBY ACKNOWLEDGES THAT THE PROVISIONS OF THIS SECTION SHALL APPLY TO ALL CONTENT ON THE SERVICE.