Delivery & returns
Orders received before 2:00 PM EST Monday through Friday (excluding national holidays) are processed the same day. Orders are shipped and delivered only Monday through Friday. Orders placed after 2:00 PM EST Monday through Friday (excluding national holidays) will be processed the following business day. Order processing time includes selection, handling, packaging and shipping.
If an item is not in stock, a sales representative will contact you with an estimated delivery date. Estimated delivery times for items not in stock are typically between four and six weeks. If the item is completed before the expected delivery date, it will ship when ready. You will be notified via email when your order ships.
Orders placed during holiday seasons or when there is a high volume of orders may take longer than the allowed time window. A sales representative will notify you if the production time is longer than usual.
PAYMENT & SALES TAX
We accept payment online by Visa, Mastercard, American Express, Discover, and Paypal. Payment is processed at the time your order is placed, regardless of the lead time on your piece. Please note we can only accept one form of payment. Payments cannot be split across multiple credit cards.
Sales taxes will be automatically applied to your order based on applicable state and local sales tax laws and shipping destinations. Requirements and thresholds may change due to factors outside of our control.
PRICE ADJUSTMENT
Prices are subject to change at any time. We at SOPHONIA BY SUSIE reserve the right to cancel orders containing erroneous prices including those due to technical or administrative errors on our part.
BACK ORDERS
Items that are currently out of stock, but are available for back order may take up to 12 weeks to ship. Our team will contact you with the expected arrival date within two business days of ordering your item. You will have the option of canceling this order at this time and you will not be charged until your item is ready to ship. You will be contacted directly to retrieve your payment information when you order is ready to ship.
DELIVERY
DOMESTIC SHIPPING
All domestic shipping is FREE and processed through FedEx.
All prices shown on the product pages of sophoniabysusie.com or quoted by customer service, are in U.S. Dollars.
Delays in shipping are not the responsibility of SOPHONIA BY SUSIE.
All orders require signature upon delivery.
INTERNATIONAL SHIPPING
All orders shipped outside the continental United States, Hawaii or Alaska may require additional processing times. All orders billed and/or shipped outside of the continental United States, will be processed by a third-party, International Checkout.
DELIVERY ISSUES
If your package has been lost in transit or there is a delivery issue, please reach out to sales@sophoniabysusie.com or call 1-929-370-4389 right away. Once an order has been delivered and signed for to the correct shipping address, we cannot be held responsible for lost or stolen packages.
EXCHANGES & RETURNS
We at Sophonia By Susie want you to be completely satisfied with your purchase. We offer exchanges or refunds in the form of the original payment. We must be notified with a return request within 24 hours of receiving your item(s). The item(s) must be returned within 3 days of receipt of item(s). Please allow up to 2 weeks for processing. A refund will be issued on your credit card within 5-10 business days.
Items for exchange or return are subject to a quality assurance inspection process before they are accepted. Item(s) must be returned with the original tag on. Returns will not be accepted without the tag.
Merchandise showing signs of wear, resizing or repair by an outside jeweler, or damage in any way will not be accepted and will be returned to the sender (at the sender’s expense). Sophonia By Susie reserves the right to refuse an exchange or return of any item that does not meet the above requirements.
We are not responsible for any jewelry not purchased directly from Sophonia By Susie.
SALES ITEMS
Only regular priced items are eligible for return, All sale items are final sale.
CUSTOM ORDERS
All custom and bespoke orders require payment in full at the time the order is placed. All custom orders are final sale and not eligible for return.MODIFYING OR CANCELLING YOUR ORDER
If you wish to amend or cancel your order, please contact a team member within 24 hours of your receipt of purchase at sales@sophoniabysusie.com or by calling 1-929-370-4389 with your order number for assistance.