TERMS AND CONDITIONS

SHIPPING POLICY

Each SUZANNAH KEY JEWELLERY piece is handcrafted to order and can require up 4 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 (in a branded recycled box and packaging) and dispatched with your selected postal service.. 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.

SUZANNAH KEY JEWELLERY accepts no responsibilty for an item that has not arrived unless the Royal Mail Special Delivery Service has been chosen. There has never been an insident where an item has gone missing using Royal Mail Special Delivery service however if this were to happen, Suzannah will make a claim with Royal Mail and any compensation will shared fairly between Suzannah and her client.

RETURNS POLICY

We do not accept web order returns however if you change your mind within 14 days of receiving your item, we can arrange for an exchange to be made. The exchange value must match or be more than the original item you purchased.

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.

Bespoke items

Returns are not accepted providing there is sufficient evidence supporting the agreement of a bespoke design has been made. The customer is required to pay the full amount agreed. Discounts for late items or deviations from the original outlined proposal will be factored into the final invoice of an item and agreed between SUZANNAH and her client.

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 us as soon as possible.

Please note that orders that have already been handcrafted and/or have been dispatched cannot be cancelled and you will be charged the full amount.