FREE SHIPPING ON ORDERS $100+

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Shipping & Returns

Free shipping on all orders over $100.00.  

Every piece in our line is handmade to order, just for you! Orders ship in 2-4 business days. 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. 

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. 

Now Offering Instant Credit! But what is that?

Similar to a gift card, during the Return & Exchange process you will be instantly issued a temporary credit. This will be equal to the value of your returns and gives you the flexibility to place a new order right away with no added expense, rather than wait the entire time it takes for your package to be received back to us for your credit card refund.

You are not required to use this credit to make a new purchase. If all or some of your Instant Credit is not used by the time your returned merchandise arrives back to us, then you will automatically be refunded the full amount or the difference back to your original form of payment.

Returns and Exchanges

Returns are permitted within 15 days of receiving your order. 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  

For Returns and Exchanges you will be emailed a temporary “Instant Credit” voucher that you can put towards a new purchase right away. (How easy is that?)

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 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. If one of two items is returned during Buy-One-Get-One sales, the kept item will be charged in full.

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. 

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