All orders are protected with the Susabella Happiness Guarantee. We love our customers and want you to be 100% happy with your Susabella experience. If you are not satisfied with your item, please contact us within 5 business days of receiving your order so we can do our best to make it right for you.
Welcome to Susabella and thanks for visiting our shop! Susabella specializes in personalized, handmade jewelry and ceramic items for weddings, baby, special occassions, and home. Every piece is handcrafted so no two items are the same.
All items are made by hand, in our studio, by a small family-run team. Please click here to learn more about Susabella and how your item is made.
Please specify the personalized message, initials, or any other requests in the personalization sections on the product page or in the Special Instructions section at checkout.
Please enter any personalization information required (name, date, verse, intial, etc.) in on the product page before adding item to your card. Please CHECK ALL SPELLING AND GRAMMAR, we are not responsible for those errors (including spell check errors).
Please double check your text before and after the order is submitted. We will use the exact text that is provided to us. Once your order is received, you will receive an order confirmation by email. We will be sure to contact you if we have questions.
If you forget to add the personalized text, please send us a message ASAP with your invoice number and the custom text you would like. Then we can add to your order, no problem!
We are happy to send any gift directly to the recipient! If you would like to add a gift note in the package, please include your message in the "Gift Note" box on the product page before adding to cart. And make sure to note who the gift is from. ;-)
We do not include any receipt or order information in the package.
All jewelry comes with a beautiful Susabella gift box - ready to give. Most other items can have a gift box added to the order. Please note that a gift box is unavailable for some items. Check the listing description for mention of gift box before adding a gift box to your order.
No, we are not able to proof read each order. Please CHECK ALL SPELLING AND GRAMMAR, we are not responsible for those errors (including spell check errors).
Please double check your text before and after the order is submitted. We will use the exact text that is provided to us. Once your order is received, you will receive an order confirmation by email. If you do notice errors after ordering, please let us know ASAP.
If you have any updates to your order, please contact us ASAP with your request and order or invoice number.
Due to the creation process, updates to your item personalization must be sent to us within 12 hours of placing your order. We must know ASAP so we can make the change before your item enters production.
Updates to the shipping address can be made up until the order is marked as shipped and the tracking information is sent to your email.
No problem - we understand these things happen! Please contact us within 12 hours of placing an order so we can cancel it (assuming it as not already shipped) before the item enters the production process.
If possible, let us know why you need to cancel as we may be able to help find a solution. For example, maybe you are worried about the item arriving in time for an event. If so, we are able to rush the production process for most items.
Free Shipping on U.S. domestic orders above $45. All orders are handcrafted and shipped from our studio in Washington State, USA. We typically use USPS and UPS for standard shipping with upgraded options for USPS Priority or FedEx 2-Day.
Yes! U.S. domestic orders greater than $45 enjoy free standard shipping. Smaller orders are charged a small flat fee for standard shipping. Expedited shipping is also available.
Please view the individual item for the approximate lead time. Non-personalized items are ready to ship in about 1-3 business days. Jewelry is ready to ship in 1-2 business days. Personalized items are ready to ship in about 1-2 weeks. We'll send an email with the tracking information once your order ships so you can keep an eye on the delivery progress.
Standard domestic shipping takes about 2-6 business days to arrive. We ship most domestic items USPS Ground Advantage or UPS with upgrade options for USPS
Priority Mail (which takes about 1-3 business days) or FedEx 2-Day.
We are happy to submit a claim and send a replacement for orders lost in transit. We cannot refund or remake an order for a shipping delay unless the shipping provider (USPS, UPS, FedEx) officially claims the parcel as lost in transit. Due to the new USPS regulations transit times may be longer than initially expected, especially during the holiday season.
On the rare occasion, an item arrives broken in transit. Pease let us know ASAP so we can submit a claim for the loss and start production on a replacement.
If possible, please document the damage by taking photos of the item, shipping box, and shipping label. Then send us the photos and details at info@susabella.com so we can assist you ASAP.
If your order has been marked as delivered but you didn't receive it, please let us know.
We recommend contacting the delivery provider with your tracking information. The post should be able to look up exactly where the package was delivered by GPS location.
We also recommend checking with neighbors. A lot of times packages are delivered to the wrong address by accident.
We accept returns, exchanges, and cancellations for non-personalized items. Returns may be charged a restocking fee based on the item. We are not responsible for the return shipping.
To return a non-personalized item, please contact us within 7 days of delivery and ship the item back to us within 30 days of delivery.
Because our personalization process is permanent, we cannot accept returns or exchanges of personalized or custom items.
We love our customers and want you to be 100% happy with your experience. We cannot accept returns for personalized items, but if you are not satisfied please contact us within 5 business days of receiving your order and we'll do our very best to make you happy!
Our jewelry is high-quality and made for everyday use, but extreme wear can effect its lifespan. We do not recommend sleeping, swimming, or bathing while wearing jewelry. Try to keep your item dry and clean so it can stay its best for years to come.
As per our Susabella Jewelry Policy, if your piece breaks or becomes damaged within the first 90 days of item delivery then we will replace or repair it for you. After 90 days, we can offer a discounted
replacement.
Other non-personalized jewelry returns for reasons other than damage may be charged a restocking fee based on the item. We are not responsible for the return shipping.
Since many of our items are gift and event related, we understand that time can be a factor. We always recommend including a note in your order with the date you need it by so we can keep track or place a complementary rush on the order if needed.
For an individual, the first initial is the first name, the middle larger initial is the last name and the third initial to the right is the middle name. So Amy Beth Smith would be aSb.
For a couple, the middle initial is for the shared last name and the two smaller initials on either side are for the couple's first names.
Since our items are made by hand, we are only able to send a digital proof of the provided text.
If you would like a proof or to confirm your text, please include that request in your order notes or send us a message.
Since all our items go straight from the kiln to the shipping department, we are unable to send a photo, but we will add the text exactly as it is written in the order notes. Please contact us if you have any concerns about your order.
Our standard keepsake text color is a deep brown/sepia. It looks really nice with the white box and gives it a timeless and classic look.
If you would like a different text color, please let us know. We may be able to add a different text color for an additional fee.
Our ceramic pieces themselves are only available in our standard white or off-white color (shown in the listing) due to the clay and glaze we use.
ll our glaze and clay is non-toxic, lead-free and food safe.
We recommend gently handwashing any items with a soft cloth and mild soap.
We do not recommend placing our items in the dishwasher or microwave.
You do not need to request a custom order if you are only personalizing or making slight modifications to the text. Just add your customization or requests in the personalization section when ordering.
If you would like something drastically different than what is shown in the listing or would like to add significantly more text to an item, please contact us before ordering.
There may be limitations or additional fees depending on the item.
