shipping & returns
We aim to deliver your product within 14 days of ordering.
Susan Forde packages are sent by courier, tracked, with signature throughout NZ.
To return your product, please contact us for our postal address.
This website is operated by Susan Forde. Throughout the site, the terms “we”, “us” and “our” refer to Susan Forde. Susan Forde offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
We are happy to exchange or custom design a fine piece of jewellery for you.
If you wish to return a product, please note that this will have to be returned within 14 days of receiving the receipt. If 14 days have gone by since your purchase, unfortunately we will not be able to offer you a refund or exchange.
All returns have to be made with the complete item (i.e. all its parts that we send to you) in the original packaging.
You will receive a refund of the original price with the original payment method no more than 14 days after the arrival of the return package.
You will be notified about the arrival of the return package by email.
Within 14 days, we provide complimentary refund shipping.
Please also be aware that we do not accept refunds of damaged products or those you altered yourself.
When sending a return package, please include the original order number / receipt.
Unfortunately, we cannot guarantee that we will receive your returned item.
Depending on where you live, the time it may take for your exchanged product, if you have requested one, to reach you, may vary.
Our mission is to make our customers happy. If your order is in any way different than you expected or you have any comments or complaints, please contact us. We want you to be proud of wearing a piece of our jewellery and will do anything possible to achieve that.
There are certain situations where only partial refunds are granted:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Late or missing refunds:
If you haven’t received a refund yet, even though it has been 14 days since our confirmation email, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org