When will I get my order?
FREE PRIORITY MAIL SHIPPING – U.S. Only
4-7 Business Days Delivery: Our in-stock items typically ship in 2 - 4 business days via priority mail and should be delivered within 4 - 7 business days. This time frame is for the U.S. only. Your order will be shipped and insured via USPS to secure your purchase should the item be lost or damaged during delivery.
2-3 Week Delivery for Special Orders: Our made-to-order jewelry normally takes 5 - 7 business days to make, and another 2 - 3 business days for delivery. Your item should arrive within two (2) weeks from the date you ordered. However, please note it gets hectic during the holidays and it may take 3 weeks to receive your order on those occasions. We recommend you place your order well in advance during the holidays particularly for Special Orders, which include customized nameplates and special engravings. This delivery time frame is for the U.S. only.
Your order will be shipped via USPS International, and tracking will be provided. All international shipments are a standard $30. Please be aware that you, the buyer, will be responsible for any and all duties, custom fees, country-specific taxes and any other charges that may be incurred. You are also responsible for knowing your country’s import limitations; we are not responsible for packages delayed, denied, or confiscated by customs.
How can I track my order?
Have an account?
Great! Login and head over to your SUZAN DES account and select "My Orders" to review your order status. Once your order is packed and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.
Don't have an account?
No worries! You can still create an account now using the same email address used to place the order and it will appear under "My Orders". Tracking numbers are automatically sent as soon as your order is packed! Once the courier picks up the package and scans it into the system, the tracking number can be used to see the information about your order. This may take a couple hours and if the order was packed on the weekend, it will be updated next available business day!
Can I cancel or update my order? or change my shipping address?
If you need to make any changes to your order, including adjusting and cancelling the order, or changing the shipping address, please reach out to us within 24 hours of placing the order.
Kindly note that our team works hard to get your order dispatched as quickly as possible. If your order ships before you reach out to us, we will not be able to cancel or update your order upon request. You can request a return in this case.
What is the return policy?
We got your back. We want you to not only be completely satisfied but impressed. Our 30-day money back guarantee gives you time to make sure your purchase is perfect.
If for any reason you are not satisfied, you can return any non-customized product within 30 days for a full refund or an exchange. You will be refunded for the item, less the shipping fee. Shipping fees are non-refundable. Please note that the shipping fee for the U.S. is $9 and $30 for all other countries. The respective shipping fees will be deducted from the refund amount.
To qualify for a return, we must receive the item in its original condition; this means new and unused and with the presentation box.
All below items are non-returnable:
- Engraved and monogrammed products
- Nameplate jewelry
- Gift cards
Custom orders cannot be returned or refunded. We create remarkable handmade custom jewelry, and we stand behind our products. However, we are always open to discussing your concerns and how we could make adjustments to guarantee your satisfaction. Email us to discuss your concerns: firstname.lastname@example.org
Please note the customer pays the return postage. We recommend that you request adequate insurance to cover the purchase price of the shipment. We will not assume responsibility or compensation for lost or damaged items during return shipping. Please e-mail email@example.com to receive full instructions on how to exchange or return your order.
What is the exchange policy?
We offer 30-day exchanges on all non-customized items. To qualify for an exchange, all items must meet the same return qualifications listed in our Returns Policy.