Customer Service

WEB SITE POLICIES

RETURNS & EXCHANGES

We stand behind the quality of our merchandise. If for any reason you are not satisfied, we accept return of unused, undamaged merchandise, excluding special order merchandise and sale merchandise, for a full refund less any shipping charges, within 15 days of delivery provided that:

– Merchandise is unworn, unused, and undamaged
– Security tags are not removed from the item
– Merchandise is accompanied by it’s original receipt
– Return Authorization number is obtained prior to the return of merchandise and is visibly placed on the outside of the packaging. Please, email susan@susancampbelljewelry.com  to obtain a RA#.

Returns must be shipped for processing to:

Susan Campbell Jewelry
Returns Department
420 Palafox Street
Pensacola, FL 32502

We suggest that you properly pack and ship returned merchandise via UPS or FedEx for tracking purposes. We also recommend that you request adequate insurance to cover the purchase price of the shipment. Susan Campbell Jewelry is not responsible for reimbursement of compensation if a return package is lost, stolen, or mishandled prior to our receipt.

Once we receive your returned merchandise, the item will be reviewed by our Quality Assurance Department. Any merchandise showing signs of wear or those that have been altered, resized, or damaged in any way will not be accepted for a return.  In rare instances a 20% restocking fee may apply, solely at discretion of Susan Campbell Jewelry. Once merchandise is accepted for return, your refund will be processed within a few business days; however, it may appear on your credit card statement in one or two billing cycles depending on the card provider.
Shipping charges are non-refundable.

Any returns outside of normal return time frames of 15 days are accepted at Susan Campbell Jewelry discretion and will be processed as a store credit less any shipping charges.

All sales, exchanged, and sized merchandise is Final Sale.

If the item was personalized or special ordered it is non-returnable and non-exchangeable. For more about special order items refer to Special order policy.

SHIPPING

Susan Campbell Jewelry offers free ground shipping on all purchases of $150 or more.
Standard orders are processed the next business day (Monday through Friday, not including holidays), pending credit card authorization and verification.

Ground – $10
2nd Day – $15
Overnight – $28

For overnight delivery, orders must be submitted Monday through Friday by 12PM ET. Overnight delivery orders placed on Thursday after 12PM ET through Friday 12PM ET will arrive on Monday. Overnight delivery orders placed on Friday after 11AM ET and over the weekend will arrive on Tuesday. We do not offer overnight delivery to Alaska or Hawaii. Overnight shipment to Alaska and Hawaii will ship 2nd Day. We do not ship to international or PO addresses.

All Special Order items are charged a shipping fee as we are shipping the item from the designer to us and from us to you.   Shipping charges are non-refundable.

SPECIAL ORDERS

Special orders are our specialty. We are dedicated to help you find a piece that is right for you. When you place a special order, you have committed to the item. Special order items are custom made for you by the artist and may take 4-6 weeks for crafting and delivery. Special orders are non-refundable and non-exchangeable. If for any reason the price of the special order item has changed or the item is no longer available, we will promptly notify you of this change. You may choose to cancel the order within 24 hours due to the price change. However, if you love this piece and would like to proceed with the purchase, we will obtain a confirmation for the price change and will be happy to place an order for you with the designer.

RING SIZING

Once sized, the item is not returnable so we always want to remind you that if it is a gift or if you are not 100% sure of your purchase, try it and see before we size the item.  The first size, within in 1 numerical size–up or down, is complimentary, each additional size will be charged based on the material, number of sizes up or down and the shank size.  We offer a 10 day full refund on original items for this very reason.

REPAIRS

Jewelry can break the first time you wear it, or after many years. We will work with our designers to get your piece repaired. A sales associate will contact you with applicable fees prior to authorizing the repair. Costume jewelry items purchased from Susan Campbell Jewelry are guaranteed against defect within 30 days of delivery. Shipping and repair fees will vary. We will also be happy to re-plate any vermeil jewelry purchased from Susan Campbell Jewelry. Shipping and fees will apply.