CUSTOMER CARE
JEWELRY CARE GUIDELINES:
At Susana Vega Jewelry, we take immense pride in handcrafting each piece with the utmost care. Please note that due to the artisanal nature of our creations, slight variations may exist between individual pieces, adding to their unique charm.
Metallic Parts:
- Our jewelry's metallic components are crafted from 24KT gold-plated bronze or rhodium-plated silver 925, ensuring exceptional quality and durability.
Caring for Your Jewelry:
To maintain the beauty and longevity of your jewelry, we recommend following these essential care tips:
1. Avoid Contact with Water and Exercise: Please remove your jewelry before coming in contact with water or engaging in physical activities. Moisture and sweat may affect the finish and overall appearance of your pieces.
2. Avoid Contact with Lotions, Makeup, and Perfume: Wait until your lotion, makeup, and perfume are completely dry before wearing your jewelry. Chemicals in these products can potentially damage the finish.
3. Avoid Exposure to Chemicals, Bleach, and Oils: Refrain from using chemicals, bleach, or oils on your jewelry, as they can adversely affect the plating and overall finish.
4. Store Jewelry Separately: To prevent scratches, store each piece of jewelry separately in individual pouches or compartments.
5. Avoid Falls or Impact: Be mindful to avoid subjecting your jewelry to falls or sudden impacts, as this can lead to damage.
Responsibility for Jewelry Care:
Please note that Susana Vega Jewelry is not responsible for pieces that have been mistreated or not cared for as per the guidelines provided.
If you have any questions or need further assistance regarding these care instructions, feel free to reach out to us at workshop@susanavegajewelry.com. Our team is more than happy to address any inquiries you may have.
RETURNS
At Susana Vega, each and every one of our pieces is meticulously handcrafted in our workshops with the utmost care and dedication. Our primary goal is to ensure that every customer is completely satisfied with their purchase. If, for any reason, you encounter any issues with your order, we are here to assist you promptly.
At Susana Vega Jewelry, we want you to be completely satisfied with your costume purchase. To ensure a smooth and hassle-free return process, we have established the following return policy:
1. Returns Eligibility:
- Jewelry are eligible for returns within 5 days from the date of delivery.
- The costume must be in perfect condition, unworn, and in its original packaging to qualify for a return.
2. Initiating a Return:
- To initiate a return, please contact us at workshop@susanavegajewelry.com.
- Our customer support team will provide you with a return label to facilitate the return process.
3. Timeframe for Return Shipment:
- Once you receive the return label, you must send the product back to us within the next 48 hours.
4. Refund Processing:
- After we receive the returned product at our workshop, please allow us 24-48 hours to process the refund.
- The refund will be issued using the original payment method used for the purchase.
- Please note that it may take up to 10 days for the refund to reflect in your account.
5. Store Credit Option:
- If you prefer, we can offer you store credit for the value of the returned costume instead of a refund.
- Store credit can be used for future purchases and is valid for 6 months from the date of issue.
6. Exchanges: If you wish to make an exchange, the same return rules and guidelines will apply. The item you wish to exchange must be in perfect condition, unworn, and in its original packaging to be eligible for an exchange.
7. Custom or Custom Pieces and Discounted/Sale Jewelry: Please note that any custom or custom-made pieces, as well as discounted or on-sale jewelry, are considered final sale. These items are not eligible for returns or exchanges.
8. Gift Shipments: If the item was shipped as a gift, we kindly ask you to provide us with verification of the purchase. Once your return is processed, we will issue store credit for the value of the returned item, which can be used towards your exchange.
9. Exclusions:
- For hygiene and safety reasons, we cannot accept returns on jewelry that have been worn or altered.
10. Damaged or Defective Items:
- In the rare event that you receive a damaged or defective costume, please contact us immediately.
- We may request photos or other evidence of the damage or defect to process the return or exchange.
11. International Returns:
- For international customers, any customs duties, taxes, or handling fees incurred during the return process are the responsibility of the customer.
By making a purchase at Susana Vega Jewelry, you agree to comply with and adhere to the terms and conditions outlined in this return policy.
If you have any questions or need further assistance regarding returns, please don't hesitate to contact our customer support team at workshop@susanavegajewelry.com. We are here to assist you and ensure your satisfaction with our products.
For all return and exchange inquiries, please contact us at workshop@susanavegajewelry.com. We are more than happy to assist you in finding the perfect piece that suits your preferences and needs.
If you have any additional questions or need further assistance, please feel free to reach out to us at workshop@susanavegajewelry.com.
Important Information Regarding International Shipments:
Please be aware that duties and taxes are not included in the total price at checkout. The destination country's customs agency determines these charges once the item arrives in the country.
While charges are not always incurred, duties and import taxes are based on the value of the order and the tax-free threshold, if applicable, for goods imported into the destination country. The recipient of the shipment is responsible for payment of any duties and import taxes, and these fees will be collected at the time of delivery.
If your country is not listed in the available shipping destinations, please email workshop@susanavegajewelry.com, and our team will be delighted to assist you with your purchase.
Thank you for choosing Susana Vega Jewelry, and we look forward to providing you with exceptional service and helping you find the perfect piece that brings joy and elegance to your collection.