CUSTOMER CARE

At Susana Vega Jewelry, every piece is thoughtfully designed and carefully crafted. We want you to enjoy your jewelry for years to come, and we're always here to help you care for your pieces and make your shopping experience as seamless as possible.

JEWELRY CARE GUIDELINES

The Beauty of Handcrafted Jewelry

Each Susana Vega creation is made with care and attention to detail. Due to the artisanal nature of our work, slight variations in color, texture, or finish may occur. These subtle differences are part of what makes each piece unique.

Materials & Finishes

Our collections feature a combination of materials, including glass beads, sculptural acrylic, resin, natural pearls, and carefully selected metals.

Depending on the design, metallic components may feature gold-plated or rhodium-plated finishes. Materials and finishes vary by collection and are specified in each product description.

Caring for Your Jewelry

To preserve the beauty and longevity of your pieces, we recommend the following:

Avoid water and moisture. Remove your jewelry before showering, swimming, exercising, or engaging in activities that may expose it to excessive moisture or perspiration.

Keep away from beauty products. Apply perfume, lotions, makeup, and hair products before putting on your jewelry. Allow these products to dry completely before wearing your pieces.

Avoid chemicals. Keep your jewelry away from household cleaners, bleach, oils, and other substances that may affect its finish.

Store pieces separately. We recommend keeping each piece in its original pouch or a separate compartment to prevent scratches and unnecessary contact with other jewelry.

Handle with care. Avoid dropping, bending, or applying excessive pressure to your jewelry, particularly pieces featuring sculptural or delicate components.

Damage resulting from improper handling, accidental impact, or failure to follow these care recommendations is not considered a manufacturing defect.

For questions about caring for a particular piece, please contact hello@susanavegajewelry.com.

RETURNS & EXCHANGES

We want you to feel confident and happy with every piece you choose. If your purchase isn't quite right, our team is here to help.

Return Eligibility

Return requests must be submitted within 5 calendar days of delivery.

To qualify for a return, jewelry must be unworn, unused, in its original condition, and returned with its original packaging.

How to Request a Return

To initiate a return, please email hello@susanavegajewelry.com with your order number and the item(s) you wish to return.

Our customer care team will review your request and, if approved, provide a return shipping label and instructions.

Please do not ship any items before receiving return authorization and shipping instructions from our team.

Once your return label has been provided, your package must be shipped within 48 hours.

Returns sent independently to an unauthorized or outdated address may not be received or processed.

Refunds

Once your returned jewelry has been received and inspected, approved refunds will be processed within 5–8 business days.

Refunds are issued to the original payment method used for the purchase.

Please note that your bank or credit card provider may require additional processing time before the funds appear in your account.

Original shipping charges are non-refundable.

Exchanges

Sometimes a different color, size, or design is a better fit, and we're happy to help you explore your options.

Exchange requests must be submitted within 5 calendar days of delivery and follow the same eligibility requirements as returns.

All exchanges are subject to product availability.

To request an exchange, please contact hello@susanavegajewelry.com with your order number and the details of your request.

Store Credit

If you prefer, store credit may be issued as an alternative to a refund for eligible returns.

Store credit is valid for 6 months from the date of issuance and can be used toward a future purchase at susanavegajewelry.com.

Final Sale Items

Sale, discounted, custom-made, and personalized pieces are considered final sale and are not eligible for return or exchange, except where required by applicable law.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us at hello@susanavegajewelry.com as soon as possible.

Include your order number and photographs of the item so our team can review the situation and assist you with an appropriate resolution.

Gift Returns

If an item was purchased as a gift and shipped directly to the recipient, an eligible return may be issued as store credit.

Proof of purchase may be requested, and all gift returns must follow our standard return authorization process.

International Returns

International return requests are subject to the same eligibility requirements and must be authorized by our customer care team before shipping.

Any customs duties, taxes, or handling fees incurred during an international return are the responsibility of the customer, except where otherwise required by applicable law.

Please contact hello@susanavegajewelry.com for instructions before arranging an international return.

INTERNATIONAL SHIPPING

We are delighted to share our creations with customers around the world.

Duties & Taxes

For international orders, customs duties, import taxes, and other fees may apply depending on the destination country.

These charges are determined by local customs authorities and are not included in the purchase price at checkout unless expressly stated otherwise.

Any applicable import duties and taxes are the responsibility of the recipient and may be collected by the shipping carrier or local customs authority.

Shipping to Your Country

If your country is not listed among our available shipping destinations, please contact hello@susanavegajewelry.com. Our team will be happy to review the available options.

WE'RE HERE TO HELP

Whether you have a question about your order, need assistance with a return, or would like advice on caring for your jewelry, we're always happy to help.

Contact us: hello@susanavegajewelry.com

Thank you for being part of the Susana Vega Jewelry universe and for supporting the craftsmanship and creativity behind every piece.