Customer Service


In an age of technology and mass produced impersonal plastic parts, we invite you to a tangible world where makers create and truly touch your senses.

Buy with Confidence, Shop with Us!

We understand that shopping for jewelry online can be a challenge.  The touch and feel and weight of an item informs each purchase on a very intimate level. 

Photographs and descriptions may not be enough to make a final decision.  For this reason we offer a fifteen day return policy to give you the opportunity to experience the item on a more personal level. 

If you have a question, please ask; if you need styling tips or advice, let us know, before or after your purchase, we are happy to advise and give our honest opinion.  We want you to have the best experience possible when buying our carefully curated selections of artisan hand-crafted jewelry pieces.

If you have questions about our customer service policies, please fill out the form below.


We stand behind the quality of our merchandise. 

If for any reason you are not satisfied with an item you have purchased through our website, we accept returns for a full refund less any shipping charges, within 15 days of delivery provided that merchandise is unworn and in its original condition. Please contact our customer service department for a return authorization number.

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 your purchase. Susan Campbell Jewelry is not responsible for reimbursement or compensation if return package is lost, stolen, or mishandled prior to our receipt.

Once we receive your returned merchandise, the item will be reviewed by our Returns  Department.  Any merchandise showing signs of wear, alteration or damage will not be accepted for a return.  

Once merchandise is accepted for return, your refund will be processed within a few business days; however, your refund 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 received after the fifteen day return period will be accepted at the discretion of Susan Campbell Jewelry and will be processed as a store credit less any shipping charges.  

In rare instances a 20% restocking fee may apply.

All sale items, special order items and items altered to your specifications are final sales.


Complimentary shipping on full priced items only.


  • Shipped via Ground Shipping within 5-7 business days – $25.oo
  • Shipped via 2nd Day Shipping – $45.00

ITEMS FROM $150-$999

  • Shipped via Ground Shipping within 5-7 business days – Free
  • Shipped via 2nd Day Shipping – $45.00


2nd Day Shipping – FREE

Standard orders are processed the next business day (Monday thru Wednesday, excluding holidays).

We offer same day local delivery in the Pensacola area for a fee of $50, the deadline for same day delivery is 2pm. 

For security purposes all orders for new customers will take an additional time for processing time for shipping.


Special orders are our specialty. We are dedicated to finding the perfect piece just 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 4-6-8 weeks for crafting and delivery. 

Special orders are non-refundable and non-exchangeable. 

Price quotes are based on the current Gold market and are subject to change. Quotes are good for three days, and will be fixed upon confirmation of your order.

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 price changes. 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 your special order.


 Discounts offered on in stock items only. All sales are final. Shipping charges will apply.

Sale items will be charged full price for alterations and sizing.

If for any reason you experience technical difficulties on the website when purchasing sale items, please contact us and we will be happy to assist.

Valid on in-stock items only, not valid on special orders, repairs, diamonds over a .50ct.

No adjustments to prior purchases.

Online only sales.

Cannot be combined with with any other promotional offers.

Limit 1 sale item per person.

Total spend excludes shipping and taxes. 

Thursday Thrill Promotional Sales Policies

Shop Today, Save Tomorrow Sale

$35 Promotional Gift Card with your $250 purchase

$75 Promotional Gift Card with your $500 purchase

$150 Promotional Gift Card with your $1000 purchase

$450 Promotional Gift Card with your $2000 purchase

$700 Promotional Gift Card with your $3000 purchase

*OFFER IS FOR PROMOTIONAL GIFT CARD. Promotional Gift Card will be issued 48 hours after initial purchase. Offer valid on purchases from 10/21/21 at 12:01pm (CT) through 10/27/21 at 11:59pm (CT). Promotional gift cards valid through November 18, 2021. Limit 1 promotional gift card per person. Total spend excludes shipping and taxes. 


Most rings on our site that are in stock are size 6.5.  We can either special order the ring in your size or, in some instances we can have our stock re-sized — so please ask!

Once sized, the item is not returnable so we always want to remind you that if it is a gift, you may want to present the gift in our stock size and allow the recipient to choose their preferred size.  If it is a very special surprise, reach out to our customer service team and we will help guide you.  For whatever the reason, if you are not 100% sure of your purchase, try it and see before we size the item. We offer a fifteen day full refund on original items for this very reason.

Not all rings can be resized but if so, we are happy to oblige.

Pricing for ring sizing is unique to each ring.  Sizing will be based on the material, number of sizes up or down and the shank size, among other factors. 

Rings on sale will incur the full price for all sizing and alterations. 


Even the Pharos had their jewelry repaired and maintained regularly.  We stand behind the craftsmanship of our items and will happily repair or replace any piece that needs repair as a result of the manufacturers defect.  

Education is key.  We encourage our clients to educate themselves on how to care for their special jewelry pieces including the specific needs for different materials and custom finishes.  Daily care and yearly maintenance are the best preventative.  

Repairs and Refinishes for damage to the item or normal wear and tear will incur a fee but we will happily work with our designers and jewelers to have your piece refreshed. 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 manufacturer’s defect within 30 days of delivery. Please note that costume items are any item who’s material is non-traditional.  These are items that can not be repaired by traditional jewelry practices such as Vermeil, Leather, Horn, Cloth, or other, often, fun and fashionable finds. Shipping and repair fees will vary.

Consultation services are available. We will gladly offer our advice on repairing or replacing family pieces that were not purchased from Susan Campbell Jewelry.  Susan has a penchant for re-design and repurposing family pieces. Design fees will apply but it is often worth the expense to refresh the sentiment of a long loved heirloom.

Questions? We're here to help!