Terms & Conditions

 

SHIPPING POLICY

Each SUZANNAH KEY JEWELLERY piece is handcrafted to order and can require up 6 weeks to produce. 

If you require a fast-tracked order, please contact us before making a purchase. While we endeavour to meet every demand, we cannot guarantee all orders can be fast-tracked.

Once you order is complete, it is wrapped (branded recycled box and packaging) and dispatched with the next courier collection. We will let you know when an item has been dispatched with a tracking number so you can track the package.
Please note: SUZANNAH KEY JEWELLERY is not liable for any late deliveries caused by third-party courier companies.

We kindly ask our customers to provide correct information as SUZANNAH KEY JEWELLERY cannot be held liable for incorrect deliveries due to input errors.

RETURNS POLICY

At SUZANNAH KEY JEWELLERY, we pride ourselves on delivering beautiful, quality, handcrafted jewellery.

We gladly offer a credit note (excluding postage fees) on all orders should you change your mind within 14 days of receiving your purchase. 

Our credit notes are issued in the form of a gift card and are valid for a period of 12 months. 

Please note we do not issue refunds for a change of mind or for incorrect purchases.

Any purchases made through a SUZANNAH KEY JEWELLERY stockist must be returned to the original point of purchase.

To arrange a return, please contact us via email or phone.

Please note we do not accept returns when:

  • Items are not returned in their original condition i.e. have been worn, damaged or are sent without original packaging.

  • Items are return outside the specified return timeframe.

  • An order includes bespoke or customised items.

Should any of the above occur, SUZANNAH KEY JEWELLERY will not accept the return and will contact the customer to arrange a return at the customer's expense.

Returns are at the expense of our customers and under their responsibility until the goods are successfully delivered to SUZANNAH KEY JEWELLERY.

FAULTY ITEMS AND REPAIRS

All jewellery is quality checked by a specialist jeweller. However, from time to time, there may be a rare fault.

If you receive a faulty product, we will gladly repair or replace the original piece if the product was purchased within 6 months. To notify us of the fault, please contact us and include the below information:

  • Your order #

  • Your full name and address

  • Photographic evidence of the fault along with a brief description

On a case by case basis, some repairs can incur a fee. This fee is invoiced to you via email and commenced once payment is received.

CANCELLATIONS

If you have changed your mind and would like to cancel your order, please contact our Customer Care team as soon as possible.

Please note that orders that have already been handcrafted and/or have been dispatched will not be cancelled.