Shipping & Returns

Shipping:

Free Shipping on all orders $125+

Every piece in our line is handmade to order, just for you! As soon as your order ships, you will receive an email that includes the tracking number for your package. All orders ship via UPS from the Susan Shaw Headquarters in San Antonio, Texas.

Returns & Exchanges:

All returns must be submitted through the online returns portal at returns.susanshaw.com. Returns will not be accepted unless submitted through this online portal. For additional assistance, reach out to hello@susanshaw.com. 

We want you to love your jewelry, handmade with care in San Antonio, Texas! If you are not satisfied with your order, we offer:

• Refunds on returned, unworn merchandise ordered through our website up to 15 days after the order has been delivered, or
• Store credit or exchanges up to 30 days after the order has been delivered. 
  

To start the return & exchange process, follow the below steps:

• Visit returns.susanshaw.com 
• Enter your order number, which can be found in your confirmation email and on your packing slip, as well as your shipping zip code or email address.
• Download and print your pre-paid shipping label and your return packing slip to send the jewelry back to us.
• When sending the jewelry back, include your printed return packing slip and original packaging (gift box and keepsake pouch) with the shipment. Please be sure to pack the items securely.
  

Please note that the below conditions apply to be eligible for a return:

• Your item must be unused and in the same condition as you received it, with the tags still on and in the original packaging (including gift box & velvet keepsake pouch).
• Items marked as “Final Sale” are not eligible for returns or exchanges.
  Returns for refunds must be submitted within 15 days of delivery of the item. Exchanges or returns for store credit must be submitted within 30 days of delivery of the item. No exceptions. See details on our Extended Holiday Returns Period below.
• Returns that adhere to our Return Policy will be refunded the purchase price. See details on Sale Period Returns below.
• We only accept returns or exchanges of jewelry purchased from our website. If your item was purchased from one of our retail partners, please contact the retailer directly.
• To complete your return, we require a receipt or proof of purchase. 
  Custom made items or designs or alterations to any original design are ineligible for a return or exchange. 
  

Returns & exchanges must meet the above criteria. Any items sent back that do not meet the above criteria will be returned at the customer's expense.

Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 7-10 business days after items have been received back for the refund to be processed. Please note that it may take longer for your credit card company to reflect the refund. Refunds on sale items will be refunded at the sale price.

Sale Period Returns:

Please note: for orders placed during sale periods, if a return is placed which negates the terms of the original sale price, the item(s) kept will revert back to the original full-priced cost and the refund will be processed accordingly. For example, if two items are purchased during a Buy-One-Get-One 50% Off Sale, and the full-priced item is returned, the item which received 50% off will revert back to its original full-priced cost and the refund will be processed accordingly. The remainder of our standard Returns & Exchanges criteria and process applies.

We do not offer price adjustments on previous purchases or price matching.

Extended Holiday Returns Period:

Items purchased between Nov. 1 and Dec. 15 are granted an extended holiday return period. Items purchased during this period may be returned for a full refund, exchange, or merchandise credit until Jan. 5. The remainder of our standard Returns & Exchanges criteria and process applies.

Damages & Repairs:

Please inspect your items as soon as you receive your shipment. We will gladly replace items if they are defective or damaged within 15 days of receipt of your order. Any repairs needed after that will be subject to a repair fee, dependent on the type of damage, up to 12 months after purchase. 

Please email the following to hello@susanshaw.com for next steps:

• Name, email, and order number, which can be found in your confirmation email and on the printed order slip
• Attach image(s) of damaged item(s)
• A description of your request
  

Please note: This policy does not cover lost items, damage that comes with normal wear and tear (like scratches and tarnish), improper use or storage of your product, or any modification to your product done by a third party outside of Susan Shaw.

This policy only applies to jewelry purchased from our website. If your item was purchased from one of our retail partners, please contact the retailer directly.

Further questions about our policy? Email us at hello@susanshaw.com and let us know how we can help! Our customer service team is happy to assist during business hours, Mon. to Fri. from 9:00 am - 5:00 pm CT.