FAQ
Most of our items are (lovingly) handmade to order and will ship 2-3 weeks from the date the order was placed, if not sooner!
Once your order has shipped, you will receive a confirmation email that includes a tracking number. If it has been longer than 3 weeks since you've placed your order, please email hello@susanalexandra.com and we will be able to help!
Please contact us at hello@susanalexandra.com if you do not receive your package after 3 weeks from the time you placed your order. Susan Alexandra is not responsible for packages once they have been consigned to a carrier for delivery to your shipping address. However, we would be happy to contact the carrier to inquire about your package.
Susan Alexandra is not able to refund or replace stolen packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure!
Cancellations can be made up to 24 hours after an order is placed. We cannot cancel after that time.
Oh no! That's not good! Please email us right away at hello@susanalexandra.com with your order number in the subject line of the email!
Unless otherwise indicated, any items that are purchased with a discount code, markdowns, and items that are purchased during our twice yearly sample sales may NOT be returned for an exchange or Susan Alexandra store credit.
At this time, we cannot ship to PO Boxes or any FPO/APO addresses. Sorry!
Please note that most of our items are made to order and require up to 3 weeks to complete.
All domestic (US) orders will be processed and shipped via UPS within 3 weeks of order confirmation unless otherwise indicated in item's description.
If we have current stock of your item(s), we will ship them out as quickly as possible.
Due to the made-to-order nature of our product, most of our items cannot be expedited. If you need an item to be shipped sooner than our stated 2-3 week delivery timeline, please email hello@susanalexandra.com and we will do our absolute best to accommodate your request!
All unused full-priced merchandise can be returned for store credit or exchange within 14 days of delivery. Items must be returned to us in original condition in order to receive credit.
Please note all jewelry and any custom Susan Alexandra items are FINAL SALE and not eligible for returns or exchanges of any kind.
1. Should you need to return your product within 14 days of delivery, please email hello@susanalexandra.com with the order number in the subject line of your email.
2. A customer care representative will reply to you within 1-2 business days regarding next steps in returning your order. Please note that return shipping is at the expense of the customer.
3. Please use the original packaging included in your shipment to return any item(s).
4. Once our team has approved the returned stock, your refund will be credited in the form of store credit or exchange within 5-10 business days. Store credit can only be used for full priced items.
International orders under $360 are charged a flat $50 shipping fee, which is separate from any duties and import taxes that are the responsibility of the customer.
International shipments may be subject to additional customs, duties and fees, all of which are the full responsibility of the recipient. These fees may vary from country to country and shipping delays may occur due to customs.
Please note that most of our items are handmade to order and require up to 3 weeks to complete.
All international orders will be processed and shipped via UPS within 3 weeks of order confirmation unless otherwise indicated in the item's description.
If we do have current stock of your item(s), we will ship them out as quickly as possible.
International orders may experience delays caused by customs. These notifications can be accessed through the tracking number provided in your final confirmation email.
Should you need to expedite your order, please reach out to hello@susanalexandra.com and include your order number in the subject line of the email. We will do our very best to accommodate your request.
Please note that costs associated with orders that are expedited are the full responsibility of the customer. A member of our team will let you know what the shipping cost will be prior to sending you a separate invoice for shipping charges.
1. Should you need to return your product within 14 days of delivery, please email hello@susanalexandra.com with the order number in the subject line of your email.
2. A customer care representative will reply to you within 1-2 business days regarding next steps in returning your order. Please note that return shipping and any duties and import taxes associated with an international return are at the expense of the customer.
3. Please use the original packaging included in your shipment to return any item(s).
4. Once our team has approved the returned stock, your refund will be credited in the form of store credit or exchange within 5-10 business days. Store credit can only be used for full priced items.
Please note all jewelry is FINAL SALE.
Please note that return shipping and any duties and import taxes associated with an international return are at the expense of the customer.
Yes! If you are interested in creating a custom Susan Alexandra bag, please email hello@susanalexandra.com. Someone from our team will respond within 48 hours!
Unless otherwise specified, any custom Susan Alexandra orders are FINAL SALE and will not be eligible for returns or exchanges. Thank you for your understanding!
Klarna allows for you to split your payment into manageable installments! Get more info on how it all works here!
Once you've decided to make a payment for your Susan Alexandra item(s) via Klarna, you will be handling all payments via Klarna, and not the susanalexandra.com website.
Any payment inquiries should be directed to Klarna's customer service.
Please be mindful that our jewelry is delicate. Our painted clasps and painted charms are not meant for prolonged wear. We suggest avoiding direct contact with water, perfume, and lotions, as it may lead to tarnishing or discoloration. All jewelry is nickel-free.