Shipping & Returns

Please note: During our Buy-One-Get-One 50% Off Sale, if the higher priced item is returned, the lower priced item (where the 50% off was applied) will revert back to its original full-priced cost and the refund will be processed accordingly.

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 e-mail that includes the tracking number for your package. All orders ship via UPS from Susan Shaw Headquarters in San Antonio, Texas. 

All returns must be submitted through the online returns portal at returns.susanshaw.com

If your order is time-sensitive, please be sure to include all necessary details in your order notes and we will do our absolute best to accommodate you.  Extra shipping charges may apply. 

Returns and Exchanges

There is a 15 day window from the time you receive your order to begin the returns process. All returns must be submitted through the returns portal. returns.susanshaw.com To be eligible for a return, your item must be unused and in the same condition that you received it, with the tags still on and in the original packaging. Returns that adhere to our Return Policy will be refunded the purchase price. Return shipping cost is the responsibility of the customer and we suggest returns via a trackable carrier.

Custom made items or designs or alterations to any original design are ineligible for a return or exchange. We only accept returns or exchanges of jewelry purchased from our website. To complete your return, we require a receipt or proof of purchase.  

To start a return or exchange, visit returns.susanshaw.com  

Refunds

During our Buy-One-Get-One 50% Off Sale, if the higher priced item is returned, the lower priced item (where the 50% off was applied) will revert back to its original full-priced cost and the refund will be processed accordingly.

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 4-5 days after items have been received back for the refund to be processed. Refund on sale items will be refunded at the sale price.

Damages

Please inspect your items as soon as you receive your shipment.  We will gladly replace items if they are defective or damaged within 10 days. Any repairs needed after that may be subject to a small repair fee dependent on the type of damage. 

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.

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.