Return and Refund Policy

At Susan Rose Jewelry, I take pride in the craftsmanship and care that goes into every piece. If for any reason you’re not fully satisfied with your order, I’m here to help and make things right. Every return is handled personally, because your experience matters deeply to me.

How Can You Return (Parts of) Your Order?

You have the right to return your order within 14 days of receiving it. I’ve shortened the return window to reflect my ongoing closing sale. I appreciate your understanding as I handle each return myself during this final chapter.

To be eligible, your item must be unused, in its original condition, and preferably in the original packaging.

Here’s how to initiate a return:

Send an email to susan@susanrosejewelry.com with your order number and a brief explanation for the return.
Wait for a personal confirmation from me or someone on my small team. We’ll share the correct return address based on where your order shipped from.
Once approved, securely package the item, ideally in its original box or pouch.
Ship the item to the return address we provide.
Please share the tracking number with us so we can follow your return.

Return Shipping Fees

If the return is caused by the consumer (for example, if you changed your mind or ordered the wrong item), you will be responsible for the return shipping fee. The specific cost depends on the courier or express company you choose.

If the return is due to our reasons, for example, if the goods you received are damaged, defective, or incorrect, then you will not be required to bear the return shipping cost. In such cases, I will cover the shipping fees or provide a prepaid return label, depending on your location.

Please note: Returns should be sent back to my fulfillment location in Asia unless otherwise directed.

Refunds

Once I’ve received and inspected your return, I’ll send you a confirmation email. If the return is approved, I’ll process your refund to your original payment method.

Timing

Refunds are typically issued within 7–10 business days after approval. If you haven’t seen your refund appear, please check with your payment provider first. Some banks take extra time to release the funds.

If it’s still not showing up, don’t worry, just email me at susan@susanrosejewelry.com, and I’ll help you sort it out.

Cancellations

Plans can change, and I completely understand.

You may cancel your order within 1 hour of placing it to receive a full refund.
Just send a quick email to susan@susanrsejewelry.com with your order number and "Cancellation" in the subject line.
If your order has already been processed or shipped, unfortunately I won’t be able to cancel it, but you can still return it once it arrives.

Damaged or Incorrect Products

Oh no... If your item arrives damaged or isn’t the one you ordered, I sincerely apologize.

Please email susan@susanrosejewelry.com within 14 days of receiving your order.
Include clear photos of the damaged or incorrect item (on a flat surface, with labels visible).
I will offer a free one-time replacement. If the replacement is also damaged, I’ll refund you in full.

Product Issues After Use

If a defect appears after wearing your jewelry, and it seems like a manufacturing issue, not general wear, please reach out. I care about the quality of my pieces and want to make sure you’re left with something lasting.

Please note that normal wear (e.g., light tarnishing, scuffs, clasp tension) isn’t considered a defect.

If Your Order Was a Gift

If your item was marked as a gift during purchase and shipped directly to you, I’m happy to offer you a gift credit for the value of the returned item. Once the return is received and approved, I’ll issue you a gift certificate.

Missing Package?

If your jewelry hasn’t arrived or has gone missing in transit, please contact me. I always resend a new package first before applying any refund policy, because I want you to receive what you ordered.

Final Note from Susan Rose

As this store nears its closing, every order, and every return, is personal. Thank you for your support, your patience, and your kindness.

If you need anything, I’m always just an email away: susan@susanrosejewelry.com