Customer Service

ENGAGE YOUR SENSES

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.

WEB SITE POLICIES

RETURNS & EXCHANGES

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 7 days of delivery provided that merchandise is unworn and in its original condition.

Please ship all returns to:

  • SCJ
  • 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 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 Quality Assurance 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 outside of normal return time frame of 7 days are 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, solely at the discretion of Susan Campbell Jewelry. 

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

SHIPPING

  • Items under $149
    • Shipped via ground shipping within 5-7 business days a — $15.
    • Shipped via 2nd Day Shipping — $25
  • Items from $150-$999 
    • Shipped via ground shipping within 5-7 business days a — Free
    • Shipped via 2nd Day Shipping — $25
  • Items $1000 and over are shipped 2nd Day Shipping — Free

Standard orders are processed the next business day (Tuesday through Friday, excluding holidays).

SPECIAL ORDERS

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 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 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.

WEB SALES/DISCOUNTS DISCLAIMER

 Discounts offered on in stock items only. All sales are final. Shipping charges may apply. Sizing and alterations are not included on sale items. 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. 
 

RING SIZING

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, or if you are not 100% sure of your purchase, try it and see before we size the item.  Not all rings can be resized but if they can we are happy to oblige. The first size, within 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 7 day full refund on original items for this very reason.

REPAIRS

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 for normal wear and tear, or damage to the item 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.  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 a long loved heirloom.