Shipping policy

Susan’s Jewels partners with multiple carriers and manufacturers (from both the EU and Asia), allowing us to ship directly to you and proudly offer a flat shipping rate. All orders and payments are verified and approved before shipping, and it may take up to 36 hours for your package to be dispatched.

To prevent credit card fraud, orders with incorrect billing information or that require additional verification may be delayed or canceled.

Shipping Process

  • On average, it takes 1–2 business days to process your order and forward it to our manufacturer. During peak times (e.g., holidays), processing may take up to 5 business days, or longer if the order includes high‑demand items with limited stock.

  • Once your order has been processed, no changes can be made (including address changes). We only ship to the address provided at the time of payment.

  • Orders are shipped on business days only (Monday to Friday). We do not ship on Saturdays, Sundays, or public holidays. Once your order has shipped, you’ll receive a shipping confirmation email.

  • For multiple‑item orders, some items may ship separately and arrive on different dates due to varying production locations.

Tracking

All orders are processed with tracking numbers. You will receive your tracking number via email once the manufacturer has shipped your order. In some cases, tracking information may take a few days to appear in the carrier’s system. If your order was placed more than 5 business days ago and there’s still no tracking update, please contact us at info@susan-jewels.com.

Delivery Times

Delivery times vary by destination. While we cannot guarantee exact dates, typical estimates are:

  • Standard delivery: 4–7 business days

Note: These estimates do not include our 1–2‑day processing time.

Susan’s Jewels is not responsible for delays caused by circumstances beyond our control—postal/customs procedures, holidays, severe weather, labor strikes, protests, etc.—which may extend delivery beyond these estimates.

Lost, Stolen, or Damaged Packages

If your package is marked as delivered but you did not receive it, please email us at info@susan-jewels.com with the subject line:

Item not received – Order #[your order number]
We will coordinate with our manufacturer and carrier to resolve the issue promptly.

Disclaimer – Incorrect Address or Unclaimed Packages

It is the customer’s responsibility to ensure the shipping address entered at checkout is correct. Once processing has begun, orders cannot be modified. If the shipping department has already processed your order, we’re unable to retrieve or amend it.

If an order is undeliverable due to an incorrect address or failure to collect it from a pickup point, it will be returned to one of our overseas warehouses. Once received, we’ll correct the address and reship your order. This return-and-reship process typically takes 6–30 days, during which the order cannot be canceled. You will receive a notification with new tracking information once your package is on its way again.

We’re committed to delivering your order accurately and providing the best possible service throughout the process.