Shipping & Returns

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 the 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. 

Returns and Exchanges

We hope you love your new jewelry from Susan Shaw, handmade with care in San Antonio, Texas. If you are unsatisfied with any product, please carefully read our returns policy below. All returns must be submitted through the online returns portal at returns.susanshaw.com. 

Returns will not be accepted unless submitted through this online returns portal.

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 must be submitted within 15 days of receipt of the item. No exceptions. 
• Returns that adhere to our Return Policy will be refunded the purchase price. 
• We only accept returns or exchanges of jewelry purchased from our website. 
• 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. 

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

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 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. Refund on sale items will be refunded at the sale price.

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.

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 10 days of receipt. 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 reach out to hello@susanshaw.com for more information regarding repairs.

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.